Please note that access to Fixflo's Contractor Marketplace is a paid feature
When any issue is reported, both yourself and the occupier will always receive an email to say that a new issue has been reported.
If an issue is sent directly to Aidenn (powered by Help me Fix), the issue will come into Fixflo with the issue status ‘Job awarded, awaiting appointment date’ - this is due to the job having been instructed onto Help me Fix. The reminder date of this issue will be in the future and therefore the issue will not sit in your ‘Issues requiring attention’ panel on your dashboard.
Once the job is awarded to Help me Fix, please allow 24 hours for it to pass through the diagnostic and triage process. The tenant may want to engage at a time convenient to them so it’s important not to interrupt the process once it has started.
There are four possible scenarios that may occur:
Aidenn resolves the maintenance issue
If Aidenn is able to help guide the occupier to resolve the issue, then the issue status will update to either ‘Job completed, awaiting feedback’ or ‘Job completed, ready for closure’. This will depend on whether you have feedback turned on or off.
Once the job is ready for closure, Fixflo recommends that you close the issue down in order to
keep the visibility of your dashboard correct.
Aidenn is unable to resolve the maintenance issue
If Aidenn is unable to help the occupier to resolve the issue, then Fixflo will create a brand new issue at the issue status ‘Reported’ and this will be linked to the original issue. This can be found under the ‘Related’ tab of each issue.
The original issue will have the status ‘Job completed, ready for closure’ and you can now close this one down and work on the new ‘Reported’ issue.
The ‘Reported’ issue will have all of the details from the chat between Aidenn and the occupier, along with any new media, and this will all sit on the ‘Detail’ tab. This information will help you to better understand what has happened and will potentially provide you with even more detail about the issue. This additional information can help you to instruct a contractor quickly, helping you to fix the issue quicker.
The occupier never clicks on the link in the 24 hour window
If the occupier never clicks on the link, then Help me Fix will decline the job and the issue status will go back to ‘Reported’. The reminder date will be in the past and the issue will therefore sit in your ‘Reported issues to do’ panel on your dashboard.
This will now need to be actioned using the workflows available on the ‘Next steps’ tab.
4. Aidenn is unable to resolve the maintenace issue and triages it to Novex
If the issue remains unresolved and the agent has Novex, the occupier can choose to have an emergency contractor dispatched for out-of-hours (OOH) attendance. This follows the HmF instruction to Novex co-pilot rules within Fixflo, which OB needs to set up.
Please note that any invoices submitted by Help me Fix will always show as £0. This invoice will sit in the ‘Documents’ tab on the issue.
Which fault types are covered by Aidenn (powered by Help me Fix)?
Here is list of the fault types covered by AI tool Click Here