Tenants can report maintenance issues themselves from their tenant portal, so problems reach you without a phone call or email. Each request appears on your Issues page as an issue with the Customer request type, ready for your team to prioritise and resolve.
How tenants report an issue
From their portal, a tenant selects New request and then:
- Chooses a category that best describes the problem.
- Adds a short description with more detail.
- Optionally attaches photos of the issue.
- Optionally ticks I wish to be present during the visit and picks the times that suit them.
Once submitted, the request is created as a maintenance issue in your account with the tenant and their unit already linked, and named after the category the tenant chose.
Setting your availability
When a tenant asks to be present, they can only choose from the visit times your team has made available. Set these windows on the Availability schedule in your maintenance settings.
If you have not set any availability, tenants can still report issues and ask to be present — they just will not be able to pick a specific time slot.
Finding tenant requests
Select the Reported tab in the top right of the Maintenance or Issues page to scope everything to tenant-reported work. In the table and split views you can also filter by Type and choose Customer request.
Reported issues are measured against their own response targets, which are usually tighter than the targets for internal work because a tenant is waiting for an answer.
When a tenant has asked to be present, the days and times they chose are shown on the issue so you can arrange the work. See Manage issues for more on working through issues.
Keeping tenants updated
Tenants who use the mobile app are notified automatically as their request moves on. They hear when work starts, when a resolved request is reopened, and when the request is marked as resolved, so you do not need to chase them with an update. 
