> ## Documentation Index
> Fetch the complete documentation index at: https://kb.manage.management/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Requests

> How directors and property managers handle incoming requests — approvals, payments, lease checks, and status management

## 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.

## Viewing requests

<Steps>
  <Step title="Open Issues & Requests">
    Click **Issues & Requests** in the sidebar. You will see all issues and requests for the selected building.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Review request details">
    Click on any request to see the full details — including the template type, form responses, uploaded documents, and current status.
  </Step>
</Steps>

## Acting on requests

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

### 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.

### 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.

### Mark complete

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

### 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.

## 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

<Warning>
  A request with a required lease check cannot advance past Under Review until the check is completed and notes are recorded.
</Warning>

## Configuring fees

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

<Steps>
  <Step title="Go to Settings">
    Open **Settings** from the sidebar navigation.
  </Step>

  <Step title="Open the Payments tab">
    Click the **Payments** tab, then select the **Request Fee Overrides** sub-tab.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Info>
  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.
</Info>

## 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.

<Steps>
  <Step title="Go to Settings → Payments">
    Open Settings and click the **Payments** tab.
  </Step>

  <Step title="Select Fallback Payment Details">
    Click the **Fallback Payment Details** sub-tab.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Request workflow summary

| Request type               | Approval needed | Payment needed       | Lease check |
| -------------------------- | --------------- | -------------------- | ----------- |
| Key Request                | No              | Yes (fee set by you) | No          |
| Alteration Consent         | Yes             | Yes (fee set by you) | Yes         |
| Letting Notice             | No              | Yes (fee set by you) | Yes         |
| Owner Details Update       | No              | No                   | No          |
| Pet Consent                | Yes             | No                   | Yes         |
| Window Replacement Consent | Yes             | Yes (fee set by you) | Yes         |
| Lost Certificate Indemnity | Yes             | No                   | No          |

<Info>
  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.
</Info>