What is In Hours Reactive?

Fixflo's contractor marketplace is now able to offer coverage for in hours reactive maintenance for handyperson services. For those familiar with the contractor marketplace, we already provide the option to instruct your out of hours reactive issues and planned maintenance jobs to our contractor networks.

However, we can now also offer our contractor marketplace for in hours reactive issues! From sole traders to regional contractors, we've got you covered!

Which areas are covered? 

Roll out of handyperson services: 

• London
• Manchester and surrounding areas
• Edinburgh, Glasgow and surrounding areas

For gas, heating and plumbing services please view our In Hours Reactive - Gas, Heating and Plumbing article.

How can I set it up?

In hours reactive will be available to use if you are already using the contractor marketplace. 

There is no set up required! Handyperson services are now available for all to use for your In-Hour Reactive maintenance issues. 

You will find these contractor marketplace contractors are available on your list of contractors, when instructing a job, and can be identified by the 'Contractor Marketplace' banner.

However, if you aren't already using the contractor marketplace, you can still instruct jobs. Please contact us at Support@fixflo.com and we can get this set up. 

The contractor marketplace offers other services which included out of hours reactive issues or planned preventative maintenance, like gas safety checks. If this is something you would like to know more about, please take a look at the below article which can give you an overview: 

Intro to Fixflo's Contractor Marketplace

How can I instruct jobs?

• Your occupiers report their maintenance issue on Fixflo OR you raise the issue on behalf of the occupier
• In the Issue 'Next steps' tab, choose the workflow 'Instruct works'
• Fill in the instruction pop-up window as you normally would and click on 'Proceed to next step'
• If the fault is covered by Fixflo's contractor marketplace they will appear at the top of the contractor list*, simply select them and 'proceed to next step'.  

• Select the contractor networks rate card and 'Proceed to next step' 
• The contractor will be notified of the new job instruction
• They will communicate the occupier to set up an appointment via the workflows and comments section. You can also communicate with the contractor the same way via comments. 
• After attending the job, they will share the completion documents, costs, invoices and add any relevant information in the 'Feedback to agent' field. For future reference, you can find this information again by accessing the Detail tab of the issue

*Please note that the system will automatically determine if the fault type is covered by our contractors, as well as if the postcode is in an area they work in. This will ensure you don't waste time in instructing jobs that they can't attend, respecting your own internal SLAs.

If applicable, you can add your agency's commission fee by accessing the Contractor Marketplace tab > Navigate to Contractor Networks > find contractors network and click on Edit Set up > Apply the management fee as required (as a percentage or a fixed fee) and hit Save:

You will need to set up the commission on each contractor network.

Please note that, if applied, the commission will appear as a separate line item on the invoice and will be visible to the landlord. A second invoice will be produced called 'Landlord invoice' on the 'Documents' tab of the issue.

How do I pay my invoice for handyperson services?

Please note that if you use contractor marketplace for your out of hours or planned maintenance, that the payment method will be different. Please review the below!

• The contractor network will submit their costs and invoice on Fixflo
• The invoice can be downloaded from the 'Documents' tab of the issues. 
• The invoice will contain the payment details
• The account number and sort code will be included on the invoice
• There is a unique payment reference on each invoice - you must use this when processing the payment 
• Each invoice must be individually paid
• Once the payment is made, the invoice will be marked as 'Paid' on Fixflo

Example* invoice below: 

*The bank details above are examples only. DO NOT USE. Please refer to your invoice for bank details. 

Video

Watch a short video here on how to instruct jobs for in hours reactive maintenance.