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Overview

When a homeowner submits a request through Issues & Requests, it appears in your management view alongside building issues. This guide covers how to review, approve, decline, and progress requests as a director or property manager.

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Viewing requests

1

Open Issues & Requests

Click Issues & Requests in the sidebar. You will see all issues and requests for the selected building.
2

Filter by record type

Use the Record type filter to switch between All, Issues, and Requests. The stats cards at the top update to reflect your current filter.
3

Review request details

Click on any request to see the full details — including the template type, form responses, uploaded documents, and current status.

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Acting on requests

Depending on the request type and its current status, different actions are available.

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Approve or decline

For requests that need approval (such as Alteration Consent, Pet Consent, or Window Replacement Consent), you will see Approve and Decline buttons when the request reaches the Awaiting Approval stage.

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Request payment

For requests with a fee (such as Key Requests, Alteration Consent, or Letting Notices), you can use the Request Payment action to prompt the homeowner to pay. If Mollie is connected, they can pay online. If not, they will see your building’s bank transfer details.

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Mark complete

Once the request has been fulfilled (key handed over, certificate issued, consent letter sent), use Mark Complete to close it out.

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Change status

Use the status dropdown to move a request through its workflow. The dropdown only shows valid transitions for the current status — you cannot skip stages or move backwards beyond what the workflow allows.

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Lease checks

Some request types require a lease check before they can proceed. When a request has lease check required:
  1. The request will pause at Under Review until the lease check is complete
  2. You will see a Lease Check section in the request detail
  3. Review the relevant lease clauses and add your notes
  4. Click Mark Lease Check Complete with your findings
  5. The request can then progress to the next stage
A request with a required lease check cannot advance past Under Review until the check is completed and notes are recorded.

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Configuring fees

Default fees are set per request type, but you can override them for individual buildings.
1

Go to Settings

Open Settings from the sidebar navigation.
2

Open the Payments tab

Click the Payments tab, then select the Request Fee Overrides sub-tab.
3

Set building-level overrides

Edit the fee for any request type. The override applies to all future requests of that type for the selected building. If no override is set, the platform default is used.
Fee overrides are portfolio-wide settings. The fee shown to a homeowner on their request reflects the building-specific override if one exists, or the default fee otherwise.

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Setting up fallback payment details

If your buildings do not have Mollie connected for online payments, homeowners will see a How to pay panel with bank transfer details. You can configure these in Settings.
1

Go to Settings → Payments

Open Settings and click the Payments tab.
2

Select Fallback Payment Details

Click the Fallback Payment Details sub-tab.
3

Add your bank details

Enter the account name, sort code, account number, and a contact phone number. These details will be shown to homeowners when they need to pay for a request via bank transfer.

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Request workflow summary

Request typeApproval neededPayment neededLease check
Key RequestNoYes (fee set by you)No
Alteration ConsentYesYes (fee set by you)Yes
Letting NoticeNoYes (fee set by you)Yes
Owner Details UpdateNoNoNo
Pet ConsentYesNoYes
Window Replacement ConsentYesYes (fee set by you)Yes
Lost Certificate IndemnityYesNoNo
Default fees are set per request template, but every management company can configure their own fees. Use Request Fee Overrides in Settings to set the correct amounts for your buildings.