Maintenance - Lodging a Maintenance issue with the HO PM Support Team

For those agents who are part of the Head Office Rental Support Service we have created an easy to use link that enables you to send a request to the HO PM Team. This request will provide them with the relevant details so that a Work Order / Maintenance Request can be sent to a Contractor for one of your managed properties.

IMPORTANT TO NOTE: Before sending through a request for a Work Order all agents should ensure that they have either an authorised spend limit within their Management Agreement or have express written consent from the owners to carry out the works on their behalf.

Agent Steps

• Within the CRM under the Tenancy Record the Agent will find a button on the left hand side of the screen called MAINTENANCE

• This button will take the agent to a JotForm link where some of the property and agency information will be pre-completed 

• The Agent should be encouraged to work through the form and provide as much information as possible in order for the HO PM team to issue a work order / maintenance request as quickly as possible.

• Please note: Once the agent completes the JotForm they do have the option to complete additional information regarding a NEW Contractor. By providing the name, email and phone number of a new Contractor our system will email the Contractor directly asking them to complete a Contractor Appointment Form. The following link will take you directly to the Contractor Appointment Form: https://form.jotform.com/250279510137049

It is important to ensure that ALL Contractors have completed a Contractor Appointment Form before work orders / maintenance requests are issued.

• Once the Agent has completed the JotForm link and provided all relevant information a ticket will be created in Freshdesk for the HO Rental Team to Action. The agent is also provided a confirmation that the form has been submitted.

• The HO Rentals Team will then issue a work order to the contractor you selected & they will provide the tenant's contact details for access to the property. 

• Once the contractor completes the maintenance & sends an invoice, the HO Rentals Team will make payment of the invoice from the ownership balance.