Overview
The Issues & Requests tab is where you go to submit formal requests to your building’s management company or directors. Requests follow a structured process — you choose a type, fill in the details, upload any required documents, and submit. Depending on the request, there may be a fee to pay or an approval step before it is completed.How to make a request
Click Make a Request
You will see a dropdown with two options: Report an Issue and Make a Request. Choose Make a Request.
Choose your request type
A list of available request types will appear. Pick the one that matches what you need. Each type has a description, expected fees, and a summary of the process.
Fill in the details
Complete the form fields for your chosen request. Required fields are marked — fill in as much detail as you can to avoid delays.
Upload supporting documents
Some requests require documents (e.g. contractor insurance, plans, indemnity forms). Upload them here. Optional documents can be added later if needed.
Available request types
🔑 Key Request
🔑 Key Request
Request a replacement or additional key for communal areas.
- Fee: Set by your management company (administration fee + key at cost)
- Approval needed: No — submit, pay, and receive
- Workflow: Submit → Fee confirmed → Key issued
🔨 Alteration Consent
🔨 Alteration Consent
Request permission to make alterations to your property.
- Fee: Set by your management company
- Approval needed: Yes — management reviews and your lease is checked
- Workflow: Submit → Managing agent reviews → Lease check → Fee payment → Approval or decline
🏠 Letting Notice
🏠 Letting Notice
Notify your management company that you are letting your property.
- Fee: Varies by lease
- Approval needed: No — but your lease is checked
- Workflow: Submit → Management company acknowledges → Building regulations forwarded to tenant
📝 Owner Details Update
📝 Owner Details Update
Update your contact or ownership details on the management records.
- Fee: None
- Approval needed: No — auto-completes
- Workflow: Submit → Completed
🐾 Pet Consent
🐾 Pet Consent
Request permission to keep a pet in your property.
- Fee: None
- Approval needed: Yes — management reviews and your lease is checked
- Workflow: Submit → Lease check → Acknowledgment or approval
🪟 Window Replacement Consent
🪟 Window Replacement Consent
Request permission to replace windows in your property.
- Fee: Set by your management company (may differ for initial vs retrospective applications)
- Approval needed: Yes — management reviews and your lease is checked
- Workflow: Submit → Lease and specification review → Fee payment → Consent granted → Installation → Post-completion documents
📜 Lost Certificate Indemnity
📜 Lost Certificate Indemnity
Request a replacement for a lost share or membership certificate.
- Fee: None
- Approval needed: Yes
- Workflow: Submit → Review → Indemnity form signed → Duplicate certificate issued
Tracking your request
Once submitted, your request appears in the Issues & Requests list. You can filter by Requests to see only your formal requests. Each request shows its current status and what is needed next.Request statuses
| Status | What it means |
|---|---|
| Submitted | Your request has been received and is being reviewed |
| Awaiting Information | Management needs more details from you — check the request for notes |
| Under Review | Your request is being assessed, possibly including a lease check |
| Awaiting Payment | A fee is due before the request can proceed |
| Awaiting Approval | Management is making a decision |
| Approved | Your request has been approved |
| Declined | Your request was not approved — check the notes for the reason |
| Completed | Everything is done |
Some request types skip certain statuses automatically. For example, a Key Request skips the approval stage and goes straight to payment, while an Owner Details Update completes immediately after submission.
Paying for a request
Some requests have a fee. How you pay depends on how your building is set up:- Online payment (Mollie): If your management company accepts online payments, you will see a Pay now button. Click it to pay securely online.
- Bank transfer: If online payments are not available, you will see a How to pay panel with bank details for a BACS transfer, along with a phone number to call if needed.
- Confirming a bank transfer: After making a bank transfer, click I’ve made payment to let management know. They will confirm receipt and move your request forward.
Payment statuses
| Status | What it means |
|---|---|
| Paid via Mollie | Payment completed online |
| Paid via bank transfer | Payment confirmed by management after your bank transfer |
| Payment deferred | Payment has been deferred — check notes for details |
| Awaiting confirmation | You have declared payment, management is confirming receipt |
Fees are set by your management company and may vary between buildings. The amount shown on your request reflects the fee configured for your specific building.