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Overview

The Issues & Requests workspace is the live operational record for your building. It handles two types of records:
  • Issues — Report maintenance problems, safety concerns, financial queries, complaints, or general building matters
  • Requests — Submit formal requests that may need approval or payment, such as ordering keys, requesting alteration consent, or submitting a letting notice
Residents can report problems and submit requests, while directors and managers can triage, assign, approve, and track everything through to completion.
Need to order keys, request pet consent, or notify management about letting your property? See the Making a Request guide for step-by-step instructions.

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Reporting a New Issue

1

Navigate to Issues

Click Issues in the sidebar or use the Report Issue quick action on your dashboard.
2

Choose the right issue type

Current issue types are Maintenance, Financial, Safety, Complaint, and General.
3

Describe the Problem

Provide a clear title, explain where the problem is, and include enough detail for someone else to triage it without a follow-up call.
4

Add photos or documents if they help

You can attach supporting evidence such as photos, PDFs, or common document files so the next person has useful context from the start.
5

Set severity and scope

Severity levels are Low, Medium, High, and Critical. You can also set the scope to Personal (unit-specific), Building-wide, or — for directors and property managers — Directors Only (directors_only) for sensitive governance or contractor matters.
6

Submit the Issue

Once submitted, the issue appears in the shared issue list where authorised users can search, filter, link related issues, and act on it.

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How teams work with issues

Management-company users can switch between Current Building and View Full Portfolio (All Portfolio Buildings), filter by date range (Date From / To) and Include Closed, and search across issue titles, location metadata, and internal/contractor notes.
Directors and property managers can post comments restricted to Directors & PM Only (directors_and_pm), record formal Issue Decisions in the Issue Decisions Panel (or launch a linked resident poll), and click Publish Announcement to share the outcome with residents without exposing internal notes.
Generate a Unique Shareable Link or a Scoped External Contractor Token to share an issue with an external tradesperson (automatically filtering out private directors_and_pm comments). Request Supplier Quotes with automated UK working-day SLA tracking (excluding weekends and England & Wales bank holidays) and one-click timeline chase emails, or issue a standalone / MRI-linked Works Order / Purchase Order with spend and count caps. Connected Microsoft 365 mailboxes can also convert inbound resident emails directly into tracked tickets.

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Tracking Issue Progress

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Common views

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What residents see

Residents can report issues, review status changes, and keep track of the items that affect their home or the wider building.

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What directors and managers see

Operational users get a fuller management view, including issue metadata, advanced filtering, and the ability to coordinate the right team or property manager.

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Requests

The same workspace also handles formal requests. Instead of reporting a problem, you choose Make a Request and follow a guided wizard to submit a structured request. Requests can involve fees, approvals, and lease checks depending on the type. For full details on all available request types and how to submit them, see the Making a Request guide. For directors and property managers handling incoming requests, see the Managing Requests guide.

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Best practices for better issue records

Be Specific

Include the exact location, what is affected, and what the user should avoid or do next

Choose severity carefully

Reserve Critical for genuine safety or time-sensitive problems that need immediate attention

Use filters consistently

Consistent categorisation makes reporting, staffing, and escalation much easier later

Close the loop

Update the issue once work is scheduled or complete so everyone sees the current state