> ## 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.
# Making a Request
> How to submit formal requests through Issues & Requests — keys, alterations, letting notices, pet consent, and more
## 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.
Looking to report a maintenance problem or something broken? Use **Report an Issue** instead — that is covered in the [Issue Management guide](/guides/issue-management).
## How to make a request
Click **Issues & Requests** in the sidebar navigation.
You will see a dropdown with two options: **Report an Issue** and **Make a Request**. Choose **Make a Request**.
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.
Complete the form fields for your chosen request. Required fields are marked — fill in as much detail as you can to avoid delays.
Some requests require documents (e.g. contractor insurance, plans, indemnity forms). Upload them here. Optional documents can be added later if needed.
Check everything looks correct on the review screen, then submit your request. You will be able to track its progress from the Issues & Requests list.
## Available request types
**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
You will need to provide the reason for the key request, who the key is for (owner, tenant, or authorised agent), and the recipient's name. If the key is for a tenant, you may need to upload written permission from the owner.
**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
Provide a description of the works, contractor details and insurance, and whether a skip or wall removal is involved. Plans or drawings are required if walls are being removed.
**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
Include your tenant's name, email, phone number, tenancy type, and start date. You will also need to upload a completed letting notification form.
**Update your contact or ownership details on the management records.**
* **Fee:** None
* **Approval needed:** No — auto-completes
* **Workflow:** Submit → Completed
Simply provide your updated name, email, phone, and correspondence address. If the property is currently let, you should also submit a Letting Notice.
**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
Provide details about the pet (type, breed, name), your vet practice information, and an emergency contact for the pet.
**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
Provide the window type, frame material, installer details, FENSA registration status, and guarantee period. You will need to upload specification drawings, a risk assessment, and installer insurance. Conservation area approval may also be required.
**Request a replacement for a lost share or membership certificate.**
* **Fee:** None
* **Approval needed:** Yes
* **Workflow:** Submit → Review → Indemnity form signed → Duplicate certificate issued
Provide the certificate details and guarantor information. You will need to upload a completed indemnity form with declarations and guarantor signatures.
## 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.