This guide will be split into two distinct sections: 'Lettings' and 'Block & BTR/PRS':
TABLE OF CONTENTS
When an occupier reports a maintenance issue on the system, they have two options; they can say that they would like to be present when the works are carried out or they can say that they are happy not to be present when the works are done.
Then when the job is instructed to a contractor and they provide a job start date they can either select that the job start date and time has been agreed with the occupier or it hasn't been agreed with them.
This essentially gives you four different scenarios:
1. The occupier doesn't want to be present and the contractor has agreed the start time with the occupier
2. The occupier doesn't want to be present and the contractor has not agreed the start time with the occupier
3. The occupier does want to be present and the contractor has agreed the start time with the occupier
4. The occupier does want to be present and the contractor has not agreed the start time with the occupier
In scenarios 1, 2 and 3 the occupier will receive an email to say that the work is due for completion with a time and date. Please see an example below:
In scenario 4, the occupier receives an email where they have to login to the system to either accept or decline the proposed date and time. Please find an example below:
In addition to the above, occupiers who have reported a private issue will receive an email around 10am the day before the appointment to remind them that a contractor is due at their property. The email will look similar to the below (with your unique branding, not the Fixflo logo):
Block & BTR/PRS
If you are a Fixflo BTR/PRS user, it's recommended that you read the lettings information above for 'private' issues, and the below for 'communal' issues
In Fixflo Block, the vast majority of faults reported are for communal areas and fabric of the building. There are a few demised faults that can be reported, but the vast majority are communal.
When a communal job is instructed to the contractor, they will have the ability to set an appointment date, but are not provided with the reporting parties' details. This is because the job is communal, so the reporting person is not required for access purposes; as such, the appointment is for the agency to be aware of, not the tenant/resident:
However, the reporting resident is still kept in the loop to inform them that works are due to take place to correct the fault they had reported. An example of the email is as follows:
If your agency has feedback switched on, the reporting party will get an email notification requesting their feedback once the contractor marks the job as complete.
Please note, for the few demised faults within the Block system, the contractor will be provided with the details of the reporting party. This is to arrange any access as required - as an agent, you can hide these details via edit issue.