Skip to main content

​
Managing Issues

When residents report issues, they land in a shared queue that directors and management companies can triage, assign, and track through to resolution. This replaces email chains and lost messages with a clear, auditable record.

​
The issue list

The Issues area shows all reported items with filtering by:
  • Status: Reported, In Progress, Scheduled, Completed, Closed, Cancelled
  • Type: Maintenance, Safety, Financial, Complaint, General (plus sub-categories including Gardening, Cleaning, Electrical, Plumbing, etc.)
  • Severity: Low, Medium, High, Critical
  • Scope: Personal (one unit), Building-wide, or Directors Only (directors_only)
  • Date range (Date From / To), Include Closed, and assigned property manager

​
How to triage an issue

1

Review new reports

Open the Issues list and filter by Reported status to see what needs attention.
2

Check severity, scope, and related history

Critical safety issues need immediate action. Check the Related Issues Panel (and automatic recurrence suggestions) to see if the same fault or location has been reported before.
3

Assign responsibility, request supplier quotes, or share with a contractor

Allocate the issue to a director, property manager, or contractor — request Supplier Quotes with automated UK working-day overdue detection (including England & Wales bank holidays) and one-click timeline chasing — or generate a Scoped Contractor Link so an external tradesperson can view the job without seeing private board notes.
4

Record director decisions and private comments

Use Directors & PM Only comment visibility (directors_and_pm) for quotes and board deliberations, and log formal approvals in the Issue Decisions Panel (or launch a linked vote).
5

Publish an announcement or close the loop

Click Publish Announcement from a recorded decision to update all residents, and mark the issue Completed (or use Reopen / Create Follow-Up if further work is needed later).

​
What you can do

Change severity

Escalate or downgrade based on new information

Recategorise

Move an issue between Maintenance, Safety, Financial, Complaint, or General

Assign teams

Route work to property managers, directors, or external contractors

Link documents

Attach quotes, inspection reports, and certificates to the issue record

Add updates

Post visible updates so the resident knows progress is being made

Filter and search

Find issues by type, severity, status, team, scope, or assignee

​
Critical issues

Issues marked Critical should trigger immediate action:
  • Safety hazards (fire, structural, electrical)
  • Security breaches (broken locks, access failures)
  • Water leaks affecting multiple units
  • Any issue that puts residents at immediate risk
For genuine emergencies, use the issue to create a record, but contact emergency services or contractors directly without waiting for the platform workflow.

​
Tips

Respond within 24 hours

Even if you cannot fix it immediately, acknowledge the issue so the resident knows it is seen

Use severity consistently

If every issue is High, the filter becomes meaningless

Keep documents attached

Quotes, invoices, and reports linked to the issue create a full history

Close promptly

Marking an issue Completed stops follow-up questions and clears the queue