Using the Tenant Repair Reporting System - Tenant Process Manual

This guide will show you how to use the Tenant Repair Reporting System.

This service will allow you to report your own maintenance jobs easily, whilst allowing you to track the process of the job online. The repair portal can be easily used from a mobile phone or PC.

Getting started

Click on the Weblink or button provided by your Letting Agent. This may be on a website or mail. From the webpage that you see type the property postcode and the email address you registered with your letting agent.  

If your details are recognised a green ‘View/Raise Task’ button will appear.

If not a message (in a red box) will appear at the bottom of the screen.
If the green button has appeared click to raise a repair request.

This will take you to the ‘Create Job’ screen.

If your details are not recognised please contact your Letting Agent (their contact details will show on the screen) or Landlord.

Creating your Repair Job

Select your repair type
Click on the icon that best represents the repair you are reporting. Some icons may have additional sub categories. If this happens select the best option for your repair from these.

You may see a prompt and/or video asking you to perform a check before continuing to raise your request. If this doesn’t resolve the issue, click ‘Continue to Report’. 

Reporting the Repair Job

Problem; add in as much information regarding the problem as you can. The more accurate the information that can be added the quicker the repair can be arranged.
Once complete click ‘Next Step’.

Photos; Up to 6 photographs can be added here. These can be added from a mobile phone, tablet or computer. Click into the ‘Upload Photos’ screen, from your device find the images you want to add. Once added, the images will show on the screen then click ‘Next Step’.

Details; Check your personal details are correct and that the address is correct. If the details are not correct, click the option to leave a comment.
Then click ‘Next Step’.

Finish; This is the last screen.  Here set your contact preferences and inform the letting agent if there are any Vulnerable Occupiers in the property. Add any further notes in the space at the bottom. These notes can be anything you feel the agent or Contractor may need to know e.g. where to park, best time to contact etc.
Then click on ‘Finish Report’. You will get a message asking if you want to add another job, select the appropriate option Yes or No.

Once submitted, You will receive an email confirming the job request has been raised. 
Your letting Agent will also receive notification that you have raised the task and will get to work resolving your issue as soon as possible.

Your Property Management Portal

Once raised you can track the task in the ‘My Jobs’ tab of the home screen. 
To do this log back into the Tenant Repair Reporting System or click on the button in your email notifications.
The job will show in the ‘My Jobs’ section. Once allocated to a contractor the job will show as ‘Live’ and show the details of the contractor allocated the job.

Clicking on the job will allow you to track its progression. Selecting the comments tab will allow you to view any comments from the Letting Agent and for you to ask questions and send additional images if required. Please note; this feature may be disabled by the letting agent.

Once marked as complete by the Contractor, you may receive an email confirming the job is complete.
Once the Agent has confirmed the job is completed the job will disappear from the ‘My Jobs’ screen. 

 
 To view completed jobs, click on the filter icon in the bottom right corner of the My Jobs tab and pick the ‘Completed’ option.