MANAGING A TENANCY
Report and follow up a repair
Record a maintenance issue, track its progress and use the right urgent contact.
Before you begin
These instructions apply to authorised existing users when the workflow is enabled. Public customer sign-up and sign-in are currently paused. A help page does not grant account or record access.
Use the authorised tenancy. For immediate danger, use appropriate emergency services. For urgent repairs, use your agreed urgent-repair contact and current official process; do not wait for an in-app reply. A displayed contact may be a historical snapshot from the signed agreement.
What to do
- Open the tenancy’s repairs area and record a clear summary, description and the facts known about urgency and receipt.
- Providers: assess the request, arrange appropriate work and lawful access outside the app, then record progress, contractor and access information in the supported controls.
- Renters: review the visible progress and give the requested response. Record unresolved issues rather than assuming work is complete.
Expected result
The issue and supported progress become part of the tenancy record. A request does not dispatch a contractor, authorise access or independently determine responsibility.
When something goes wrong
If the repair cannot be saved, preserve a nonsensitive description and retry after reopening the tenancy. Check whether access or the workflow is unavailable. A closed request with an unresolved problem needs follow-up with the provider and applicable official advice. Do not rely on automated reminders or delivery: those services are separately gated.
Product guidance, not legal advice or a guarantee of compliance. For jurisdiction-specific requirements, check current official guidance or obtain advice for your circumstances.