The issue status is displayed on the top right of the issue detail screen. The issue status quickly tells you how far the issue has progressed. The detailed state of an issue is described by the Next Steps but the issue status is useful to categorise issues. As actions are completed the issue status is automatically updated.
When an issue status changes, the issue chase date is also updated. The new chase date depends on the new status of the issue but may be manually overriden
Issue chase date
The issue chase date is used to describe an agents' actions to do. When a chase date is in the future the issue does not appear as part of the agents' actions to do. When a chase date has expired the issue requires some involvement from the agent and the issue will be included in the agents' list of actions to do.
The number badge on the right is shown as either grey or green. When the badge is grey no immediate action is required - the chase date is in the future. When the badge is green the chase date has elapsed and an action is required by the agent.
The fault priority is used to prioritise issues. The fault priority is initially set based on the type of reported fault but maybe changed by the agent at any time. Fault priorities range from Priority 0 (emergency) to Priority 1 (most important) to priority 5 (least important). The fault priority is visible only to the agent.
Issue statuses, chase dates and expected actions
|Status||Description||Action by||Number of working days before chase|
|Reported||Issue has been reported, no further action has been undertaken||Agent||
0 days - the agent should check the issue priority and decide to either instruct works, gather quotes or allocate to the landlord
|Awaiting instruction||There is an intention to instruct a contractor but no contractor has yet been instructed||Agent||
0 days - the agent should instruct a contractor
|Awaiting invitation to quote||There is an intention to ask for quotes to undertake the works but no contractors have been invited||Agent||
0 days - the agent should ask at least one contractor for a quote
|Quotes requested||At least one contractor has been invited to quote for the works||Contractor(s)||The chase date is set to the quote end date|
|Request for quotes ended||The request for quotes has ended because either the quote end date has elapsed or all requested quotes have been submitted||Agent||0 days - quotes have been received or the quote end date has elapsed|
|Awaiting landlord review||The landlord has been asked to review one or more quotes||Landlord||3 days - after 3 days the agent should chase the landlord for a response|
|Awaiting insurer review||The insurer has been asked to review one or more quotes||Insurer||3 days - after 3 days the agent should chase the insurer for a response|
|Quotes reviewed||The quotes have been reviewed by the landlord or insurer||Agent||0 days - the job should be awarded to one of the approved contractors|
|Job awarded - awaiting start date||A job has been awarded to a contractor. A date for completion has not yet been given||Contractor||3 days - after 3 days the agent should chase the contractor to provide a start date for the job|
|Job awarded - awaiting start date acceptance||A job has been awarded to a contractor. A date for completion has been given but the tenant has asked to be present when the works are undertaken and is required to accept this date||Tenant||3 days - after 3 days the agent should chase the tenant to agree to the job start date|
|Job awarded - start date declined||A job has been awarded to a contractor, a date for completion has been given but has been declined by the tenant. A new start date must be suggested||Agent||0 days - the contractor and tenant cannot agree a suitable start date|
|Awaiting job completion||Awaiting completion of the job, the start date has been agreed if necessary||Contractor||
The chase date is set to the job start date +1 working day. The agent should check that the contractor attended the property to resolve the issue
|Job completed, awaiting feedback||The contractor has indicated that the job is complete, awaiting confirmation from the tenant||Tenant||Date at which job was marked as complete +7 days. The tenant has 7 days to confirm the job is completed, then the issue is moved forward to the next step in the process (either job complete, ready for closue OR job complete, awaiting invoice)|
|Job completed, tenant accepted||The contractor has indicated that the job is complete and the tenant has confirmed||Agent||
as for "Job completed, awaiting feedback"
|Job completed, tenant declined||The contractor has indicated that the job is complete but the tenant has indicated otherwise||Agent||
0 days - the issue falls into the agents queue immediately
|Job completed, awaiting invoice||
The contractor has indicated that the job is complete. Feedback from the tenant is not required or has been completed. The contractor is due to upload an invoice in respect of this issue but has not yet done so
|Job completed, ready for closure||The contractor has indicated that the job is complete. Feedback from the tenant is not required or has been completed and any necessary invoice or completion documents have been uploaded||Agent||
0 days - the issue can be closed
|Closed||The issue has been closed||No action||No action required|