Issue status

Issue status

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.




Fault priority

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 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 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

Agent

28 days

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