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Tenants can report maintenance issues themselves from OneMove, 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.

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Before a tenant can report an issue

The tenant must be linked to an active Tenancy in OneMove. To link their Tenancy, they must sign in with the same email address recorded on their Customer and verify that email address in OneMove. Once the email is verified, the matching active Tenancy appears automatically. If it does not appear, check that the Tenancy is active and that the email on the Customer matches the verified OneMove email.

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How tenants report an issue

From Maintenance in OneMove, a tenant selects New request and then:
  1. Chooses a category that best describes the problem.
  2. Adds a short description with more detail.
  3. Optionally attaches photos or videos of the issue.
  4. Adds any useful access instructions, such as which buzzer to use or whether there is a pet in the property.
  5. 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.

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Helping tenants before they submit

After the tenant describes the problem, OneMove may suggest a few safe checks they can try first. The tenant can then:
  • Select Send to the team to submit the request as normal.
  • Select That fixed it, no visit needed if a suggestion solved the problem. The issue is still recorded, but is marked as resolved.
If the description sounds urgent, OneMove tells the tenant to send the request immediately and call their building’s emergency number. Suggestions never prevent a tenant from reporting an issue.

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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.

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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.

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Keeping tenants updated

Tenants who use the OneMove 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. Open Chat to tenant on the issue timeline to send a message or read their replies. When you schedule a job, you can also leave Tell the tenant switched on to email the person who reported the issue with the visit details.