Facilities Management That Takes the Coordination Off Your Plate
When a maintenance issue comes in, someone has to log it, find the right contractor, keep the tenant informed, and make sure the job actually gets done. If that someone is you, you’ll find your days incredibly full. But there is a better way.
Our facility management services provide the coordination and communication layer of the job. We handle the inbound requests, raise the work orders, dispatch your contractors, and keep everyone informed until the job is resolved. In your system or ours. 24/7.
We handle the calls. Your contractors handle the rest.
What Is First Contact's Facilities Management Service?
First Contact is not a trades company. We don’t carry out repairs or send technicians to site. What we do is manage everything that happens before, during, and after a maintenance job: the calls, the work orders, the contractor coordination, and the tenant communication.
When a tenant reports a fault, we log it, raise the work order, contact the right contractor from your pre-approved panel, and keep everyone informed until the job is closed out. We work inside your existing property management system, whether that’s PropertyMe, Re-Leased, Buildium, or another platform, so there’s no disruption to how your team already operates.
Its outsourced facilities helpdesk support that fits around your business, not the other way around.
What Our Facility Management Takes Off Your Hands
Maintenance requests
Tenants contact us via phone, email, or your system, at any hour, any day.
Reporting
Full maintenance logs, work order history, and contractor performance data are available to you whenever you need them.
Work order management
We raise, track, and close work orders in your property management system or ours, with a complete audit trail of every job.
Contractor dispatch
We contact and coordinate your pre-approved contractor panel across all trade types, electrical, HVAC, plumbing, security, fire systems, health & safety, cleaning, and waste management.
Tenant communication
Tenants are kept informed throughout, with contractor details, ETA updates, delay notifications, and completion confirmation.
Job tracking and follow-up
We chase outstanding jobs, confirm completions, and flag anything that isn't progressing as it should.
After-hours and weekend coverage
Urgent issues are escalated to your on-call contacts immediately. Non-urgent jobs are queued and actioned on the next business day.
Escalation management
Anything that exceeds your SLAs or requires a management decision is flagged to your nominated contacts without delay.
How it works
The request comes in
Phone, email, or your system, 24/7. Every detail is logged.
We raise the work order
In your property management system or ours, follow your agreed procedures.
Dispatch your contractor
The right trade is contacted and confirmed for attendance.
Keep everyone informed
Tenant notified of contractor details and ETA. Your team is updated throughout.
We close the job out
Completions confirmed, escalations flagged, everything logged for your records.
Who Is Our Facility Management Service For?
If you’re responsible for keeping buildings running, this service is for you.
- Property management companies: residential, commercial, or mixed-use portfolios, no more fielding maintenance calls on your personal mobile after hours.
- Body corporates: professional, consistent response across every building in your portfolio, without the overhead of managing it in-house.
- Commercial property owners and asset managers: a complete audit trail of every maintenance request, work order, and contractor interaction.
- Facilities managers in retail, hospitality, healthcare, or education: 24/7 maintenance response coverage that scales without additional headcount.
- Property managers handling maintenance personally: stop being the first call when something breaks.
The Facilities Management Partner That Fits Around You
Property and facilities managers don’t need another system to learn or another process to manage. They need a team that slots into how they already work and gets the job done.
We’re New Zealand-owned, based in Auckland, and have been supporting property managers and facilities teams since 1989. We work inside your existing platforms, so there’s no data migration, no workflow disruption, and no learning curve for your team.
Five properties or five hundred, the service scales without any additional headcount on your end.
Need a broader outsourced customer service team? We can help with that, too, see Customer Service Assist.
Frequently Asked Questions
Yes. We work directly inside your existing platforms, PropertyMe, Re-Leased, Buildium, Archibus, or whatever system you use. No migration, no parallel processes, no disruption to how your team already operates.
Every request is assessed and classified when it comes in. Urgent issues, burst pipes, security failures, and power outages are escalated immediately to your nominated on-call contacts. Non-urgent jobs are logged and queued for action on the next business day, following your procedures.
We work with your contractors. We dispatch from your pre-approved panel according to your trade preferences and any existing relationships you have in place. We don't supply contractors or recommend our own.
We follow your escalation procedures. If a contractor can't meet your SLA, we notify your nominated contacts immediately and work through your agreed fallback process to find a solution.
Everything is logged and available to you: maintenance request history, work order status, contractor performance data, and job completion records. We can report in whatever format works best for your team.
Ready to Take the Coordination Off Your Plate?
Stop being the person in the middle. Get in touch with First Contact today, and we’ll show you exactly how we take the coordination off your hands with facility management services.