Report an issue
- Press Report an issue on your Home page (or open Maintenance › Requests), then New ticket. The form is titled Report an issue (New request).
- Give it a title and describe what is happening. Choose the urgency (Low, Normal, High or Emergency) and the kind of work (General, Plumbing, Electrical, HVAC, Appliance, Cleaning, Moving, Other).
- Choose how they can get in for this visit: you will be home, use the building key, or use the lockbox or smart lock code. Add the times that suit you. This is what the landlord and the repair person see, so choose it on every request.
- Press Submit request. Your landlord is told at once, by email and phone notification.
Once you send it, the request's page has a Photos and files box. Use Add files to attach photos of the problem (and a receipt if you paid for something yourself), then Upload. Your landlord and the contractor see them, and you can delete your own.
Follow the request
Requests shows your open requests and History lists them all; use Open in History to open one. A request shows its status (Open, Acknowledged, In progress, Resolved), the contractor assigned, the appointment time and a timeline. Message landlord opens a message to them about it.
The visit is set either by your landlord or by the contractor they gave the job to; either way you are emailed with the contractor's name and the time. If the appointment time does not suit you, use Request reschedule on the appointment page with the date you need and a note. Your landlord and the contractor are told and one of them sets the new time, which then shows on the request.
Say whether it is fixed
On the request, under After work is done, press Preview follow-up, answer Yes, Partially or Not fixed, rate it and add a note. The request is then marked Resolved with your answer on it. If you answer Partially or Not fixed, your landlord is emailed straight away, and a contractor's work is not treated as done until your landlord confirms it.
Entry preferences
Entry prefs lets you save how you prefer people to get in (be present, building key after notice, or lockbox or smart lock code), your preferred hours and instructions. Each new request starts with these, and you can change them on the request form for that job. Your landlord and the contractor on the job see them.
Next: Your home and lease.