Picture this, you've gone through our FixFlo portal to report a maintenance issue in your property, you've clicked submit and now you're wondering what's going to happen. "Will someone magically appear at the door to come and fix it?", "What if I'm not in?" or "Will they call me to arrange a date?". Here's the rundown on how the system works and how we go from finding out about your issue to fixing it.

 

Once an issue has been reported through our website it is stored and saved within the property profile on our database. This will automatically notify our office Works Co-ordinator Sarah and Works Manager Jack. The Team will then go through the issues reported to us and send them individually to your landlord and ask them how they wish to proceed with each issue.

 

Most of our landlords make use of our in-house Works Engineers that provide maintenance and emergency support across all of our properties. Some landlords do prefer to use their own engineers or even carry out the work themselves. That's information that you won't immediately have access to, however, we are sure that your main priority is getting the issue rectified, rather than who it is that's going to be doing it.

Once the Works Team have reviewed the issue and understood the next steps to be able to resolve the issue, your landlord will receive a notification to let them know an issue has been reported at the property and we await instruction from them on how they wish to proceed. As soon as we do hear back from the landlord, with the instruction to complete the works or otherwise, we will be back in contact with the individual who reported the issue.

 

It is important to note that we don't always receive communication back from our landlords straight away, this is not always an immediate concern as the landlord may be rectifying the issue themselves or they may not have seen the notification yet. However, we are fully aware that if we have not heard back from your landlord and the reported issue has become worse it could become dangerous to you and/or cause damage to the property. We will actively chase your landlord and try and get an update or instruction to complete the work as soon as possible.

Once we do hear back from your landlord with an instruction to complete the work, we just book one of our team to come around to your property and get the issue sorted, easy as that. If we have been advised that the landlord is arranging their own engineers or fixing it themselves, we will update you accordingly.

 

It is, once again, important to note that unless we have explicit consent from the landlord to act on their behalf, we cannot attend as soon as we received the issue. That being said, depending on the circumstances of the issue, if it is an emergency that is and/or will cause an immediate danger or risk to yourself or the property, we will always do our best to get to you as quick as we can.

 

So there you have it, a quick insight into, what happens when an issue is reported to us and what we do to try and get the issues resolved as quickly as we can for all of our tenants and landlords.

 

Of course, if you ever have any questions about an issue you have reported you can either log in to FixFlo through our website and view the issue you have reported or just email us and one of our team will get back in touch.

 

We always want to make the process as simple and as easy as possible, that's why we work closely with our software providers Fixflo to make the process of reporting an issue, all the way through to having one of our friendly engineers at your doorstep, as quick as possible.

 

If you have an issue at your property that you wish to report to your landlord, please click here.