33 Sites. 5 States. 70% Remote: How Roshana Care Scaled Facilities Management with FMI Works.

Key Metrics

• 33 Sites Across Five States

• 130+ Buildings

• 38,400+ Work Orders Created

• 2,980+ Assets Recorded

• 270+ Suppliers & Contractors

• 190+ Platform Users  

• 70% Of Maintenance Coordinated Remotely

Key Outcomes

• 33 sites, 5 states, 70% remote: Central visibility and control of maintenance across five states, without head office needing to be physically present at every site.

• Audit-ready, on demand: Live, traceable evidence produced in front of assessors, replacing the slow process of piecing together paper records and email chains.

• Lower operational risk: Approvals, communications and updates are logged against every asset and work order, giving head office and sites a complete, auditable record with no jobs lost in inboxes.

• From reactive to preventative: 115 scheduled Planned Jobs have replaced time-consuming spreadsheets, creating a structured preventative maintenance program.

• A proven, repeatable rollout: A phased, site-by-site approach has taken FMI Works from one site in Western Australia to 33 sites across five states, measured against an 80% on-time completion KPI.

About Roshana Care Group

Roshana Care Group is a leading provider of aged care, home care, retirement living, mental health care, disability (NDIS) and primary care services across Australia.  

With nearly 30 years’ experience and facilities spanning Western Australia, New South Wales, Queensland, Victoria and South Australia, Roshana Care Group is a leading provider of aged care, home care, retirement living, mental health care, disability (NDIS) and primary care services.

Learn more at roshana.com.au.

The Challenge

Behind every high-quality aged care environment is a well-maintained facility.  

As Roshana Care Group grew beyond Western Australia into new states, its maintenance and procurement processes were still heavily paper-based. Requests were written in a logbook for officers to pick up the next morning, and once a site had hundreds of tickets open, emails and phone calls simply couldn't keep track. Facility managers were regularly asked for updates that were difficult to provide, and with sites now interstate, coordinating maintenance remotely wasn't practical.

Evolving compliance requirements added further pressure. Since the Aged Care Royal Commission, documentation requirements have grown and accreditation has become far stricter for providers across Australia. Piecing evidence together from paper records and scattered email chains was slow, and key communications were often missing. For a provider growing across state lines, paper and email could no longer scale.

“Following the Royal Commission, there is so much more documentation required for aged care facilities to remain compliant. Paper-based processes meant getting all that information together was a time consuming and difficult process.” - Chamila Dissanayake, Procurement Manager, Roshana Care Group

The Solution

After evaluating multiple options, Roshana Care Group selected FMI Works to centralise maintenance, procurement and compliance records in one platform. The deciding factors were its intuitive interface, straightforward onboarding, and the ongoing training and support provided by the FMI team.

Gihan Bandara was hired to lead the rollout, which began at a single site in Western Australia - a deliberate approach to refine processes before scaling. FMI Works was then progressively deployed across New South Wales, Victoria, South Australia and Queensland. The FMI team helped map locations, set up users and prepare training, and Gihan took it from there.

Because many sites had relied on paper for years, change was introduced gradually. Each rollout starts by showing teams the platform, and how it makes tracking jobs and capturing photo evidence easier. Sites then run paper in parallel for a couple of weeks before moving fully across. Contractors are also being onboarded to quote, negotiate and gain approvals within work orders, and regular refresher training and support keeps sites confident as the platform evolves.

The Impact

70% remote: central control without head office on site

Roshana now coordinates around 70% of its maintenance remotely across 33 sites in five states. The central team can see tickets, track updates and communicate with every site from one system, so oversight no longer depends on being physically present at each site, or on chasing updates by phone and email. As the portfolio has grown beyond Western Australia, that central visibility and control has made it far easier to keep every site moving.

“Working remotely, doing maintenance remotely, isn't easy without a system like this. Now that we have more sites away from WA, this system has made it much easier for us to coordinate things, look for tickets, look for any updates and communicate within the sites.” - Gihan Bandara, Assets and Maintenance Manager, Roshana Care Group

Compliance reviews backed by live, traceable evidence

Accreditation has become far stricter for aged care providers, and Roshana can now meet it with live evidence rather than recollection. Instead of explaining what has been done, the team presents the numbers in front of assessors: work orders raised, completed, cancelled and delayed, alongside completion KPIs showing how quickly jobs are closed against expected timeframes, measured against an 80% on-time completion target.

For big-ticket items, the team can walk assessors through every step, from the day the ticket was raised to head office actions, quotes, negotiations and the completion date, without piecing together paper records or searching emails.

“Our compliance reporting has changed completely with FMI Works. We give audit teams the numbers, we show them visually how much we've done, and we generate reports in front of them in moments, keeping everything fully transparent.” - Gihan Bandara, Assets and Maintenance Manager, Roshana Care Group

One source of truth: fewer dropped jobs, less risk

Approvals, quotes, contractor negotiations and updates are all logged against the work order and asset, so head office and site teams work from the same complete, auditable record. The operational benefit is risk reduction. When a postponed job resurfaces across 30-plus sites, the team simply asks for the work order number and sees the full history, instead of searching email threads with missing messages. When a site manager changes a job's priority, the team sees it immediately and can act straight away.

With 190 different users logged in and more than 38,400 work orders created in the system, that shared record is what keeps a fast-growing portfolio under control.

“Rather than different emails, everything on one page - that's the most important thing for us. When there are thousands of tickets sitting on our screen, we can't rely on emails.” - Gihan Bandara, Assets and Maintenance Manager, Roshana Care Group

From reactive repairs to structured preventative maintenance

Preventative maintenance that was once ticked off in spreadsheets now runs through 115 scheduled Planned Jobs, which have generated more than 2,400 planned work orders to date. In an aged care setting, where residents depend on safe, working environments, that shift gives each site a structured, trackable maintenance program, with completed work recorded as evidence, rather than relying on manual tick-lists and reactive call-outs.

From a paper logbook at a single site in Western Australia, Roshana Care Group now manages 33 sites across five states from one connected platform: 70% of maintenance coordinated remotely, live evidence ready for accreditation, and a structured preventative maintenance program running alongside day-to-day requests. With nearly 3,000 assets already recorded, the team is now looking to extend the platform further, with QR code asset tagging planned to make raising work orders even easier.

“Implementing and rolling out FMI Works across our portfolio has saved us an immense amount of time. And now that we've grown exponentially, it's saving a lot more.” - Gihan Bandara, Assets and Maintenance Manager, Roshana Care Group

Managing facilities across multiple aged care sites? See how FMI Works can help you centralise maintenance, strengthen compliance and gain visibility across your entire portfolio. Book a demo with our Sales team today to find out more.