Keep your tenant told and arrange a visit

Each repair’s page has the steps for keeping your tenant told. The step that fits where the repair stands is its button, and the others are in the More button.

Send an update

1. Open the repair from Repairs.
2. Tap Send Update, or choose Send Update… from the More button.
3. Choose the Message, such as “Someone will contact you to arrange a time.”, or In my own words.
4. For a part on order, enter Update them by. For your own words, type them under Your words.
5. With joint tenants, tick who it goes To.
6. Tap Send Update.

It goes from your own address, with a fresh link to their page, and shows on the page too. The form asks you not to promise a time, a cost or a visit you haven’t agreed. It also says when your own words can’t go to a tenant who hasn’t opened their page yet.

Offer visit times

1. On the repair, tap Propose Visit Times, or choose Propose Visit Times… from the More button.
2. For the first time, choose the date, then its From and To times. Add up to two more if you like.
3. Fill in Who is coming: you, or the trade’s name.
4. Check What for.
5. Tap Propose Visit Times.

The times must fit your visit hours, under Account › Repairs and tenants’ settings › Repairs settings. Your tenant chooses one on their page and types their name to agree it. A new proposal replaces the last one. If no time is chosen within 48 hours, Remind Tenant is offered.

Record a visit, or that nobody could get in

1. On the repair, open the More button and choose Record Visit… or Record No Access…. On the day of an agreed visit, Record Visit is the repair’s button.
2. Enter When you went, or When you tried, and Who went.
3. For a visit, add a Note for the tenant if you like, and a Private note your tenant doesn’t see.
4. For no access, say What happened (the tenant is shown this).
5. Tap Record Visit or Record No Access.

A record of no access is shown on your tenant’s page and emailed to them, and they can answer it. Their answer is filed beside it. The app records each visit and attempt, dated, and draws no conclusion from them.

While a trade has been sent the repair but hasn’t taken it, visit times and visit records wait until they do.

What the law says about getting in

• The landlord, or someone they authorise in writing, can enter to view the condition at reasonable times of day on 24 hours’ written notice to the occupier.
• The tenant must allow access for repairs the landlord is entitled to do. The Act states no notice period for that.
• GOV.UK recommends at least 24 hours’ written notice at reasonable hours, possibly shorter in an emergency. If you’re refused, it recommends seeking legal advice and keeping a record of every attempt to get in.

Try it in the sample account