Reporting a problem

Report anything that needs attention — a broken appliance, a leak, a noise problem, a question about your tenancy — and attach photos.

Each report becomes a conversation you can follow: staff reply on the report itself, so you can see what was said and when, instead of losing it in a chat thread.

A repair is usually two things at once: the conversation with you, and the physical work. You only need to file the first; staff raise the second from it.

Use this rather than messaging a staff member directly. A report is visible to whoever is on duty, so it survives holidays, handovers and people leaving.

What makes a report actionable

• Say where. The room, and whereabouts in it.
• Say what happens, not just what is wrong. "The shower runs cold after two minutes" is fixable; "the shower is broken" needs a visit to find out what you meant.
• Attach photos. A photo usually saves an entire visit.
• Say when it started, and whether it is getting worse.

What happens next

A repair is usually two things at once: the conversation with you, and the physical work. You only need to file the first — staff raise the work from it, and it may be grouped with other jobs in your building into one visit.

Staff reply on the report itself, so you can see what was said and when, instead of losing it in a chat thread. To answer one message in particular, hover over it (on a phone, press and hold it) and choose Reply — your answer shows the message it refers to. You can react with an emoji the same way.

Use this rather than messaging someone

Emergencies

Anything involving safety — gas, water pouring in, fire, a failed lock leaving you outside at night — needs a phone call, not a report. Reports are read during office hours. The emergency number is on Contact and in your building handbook.