Resident
Report an Issue
For whom and what you need
For every approved resident who wants to tell the manager that something in the building is not working: a leak, a light out, a door that will not close. An Issue belongs to one Entrance where you have an approved Unit, and either to your Unit or to the common areas. You can report at any time; the portal is not an emergency line, so for a breakdown that cannot wait, also call the emergency number your manager gave you.
You will need:
- a short title for the problem and a description — where exactly, since when, what you have tried;
- photos, if they help: at most 5 photos in JPEG, PNG or WebP, each at most 8 MB and 24 megapixels.
Steps
Open the form
The quickest way is the button Report an issue on the notice board of the Entrance with the problem: the form opens with that Entrance. The button Report an issue on My issues opens the same form.
Check the Entrance and the Unit
If you have Units in several Entrances, choose the one with the problem in Entrance; somebody who lives in one Entrance does not see this field.
Unit has your Unit chosen already. If the problem is outside it — in the corridor, the lift, the courtyard, on the roof —, choose Common area (stairwell, lift, courtyard …). You cannot choose a neighbour's Unit; a problem in their flat is theirs to report, or describe it as the common areas.
Write the title and the description
The Title is one line of 3 to 120 characters, for example "The light on the 2nd floor corridor flickers". In Description (at most 5000 characters) write whatever helps the manager: where exactly, since when, how often and whether it puts anybody at risk.
Watch out
Once sent, you cannot change the title or the description. Whatever you remember later, you add as a comment. The manager may edit the title later, never the description.
Choose the priority
Priority starts at Medium. Choose High when the problem puts somebody at risk or is getting worse quickly, and Low when it can wait. The manager may change the priority later.
Add photos
Click Choose photos and pick at most 5 photos at once. On a phone you can also take the photo there and then. Photos from an iPhone are converted to a suitable format as you pick them.
The portal makes each photo smaller, turns it the way you held the phone and saves it afresh. Location data and everything else stored in the file go in the process. The photos are seen by you and the managers, nobody else.
Send the report
Click Report the issue. While the report and its photos are being sent, the button is greyed out; with several photos on a slow connection this can take a while, so do not close the page. Then your Issue opens with the message The issue has been reported and the managers have been told.
What others see
What the manager sees
As soon as you send it, every manager of the organisation gets an email. In the portal they see the whole Issue: your name, the Entrance and Unit, the title, the description, the priority and the photos. They start work on it, may correct it — the title, priority, Entrance or Unit —, write you a comment or reject it with a reason. Handle Issues shows their side.
What a neighbour sees
Nothing. An Issue is private: neither a neighbour nor anybody who lives with you in the same Unit sees it. The manager may make it public in your Entrance; then the neighbours see only its title, status, priority and date, never the Unit, your name, the description, the photos or the comments (Issues reported in your Entrance).
Mails
No email comes to you after sending — the confirmation is the Issue itself, which opens and which you find in My issues. The emails about what happens to it next are in Follow your Issue to the end.
When something goes wrong
A photo carries a reason the portal did not take it
When the portal refuses any photo, it saves nothing — neither the Issue nor the other photos. The form comes back with what you wrote, and the photo field gives a reason for each refused file: it is larger than 8 MB, has more than 24 megapixels, is not a JPEG, PNG or WebP, or is damaged. Pick the photos again, without the refused one or with a smaller copy, and send once more.
The photos together are too large
The photos together were too large for one sending. Pick fewer; you can add more to the Issue once it is sent.
You can report at most 10 issues in 24 hours. Please try again later, or add what you know to an issue you already reported.
You can report at most 10 Issues in 24 hours, and every one you sent counts, in any Entrance. You can report the next when 24 hours have passed since the oldest of them; until then you can comment on those you have sent.
This issue was reported a moment ago; it was not sent twice.
When you send an Issue with the same title and description in the same Entrance within 60 seconds — you clicked twice or reloaded the page, say —, the portal does not make a second one and opens the first.
This unit is not in the chosen entrance. Choose one of its units or the common area.
You changed the Entrance, but the Unit field still holds a Unit of another one. Choose a Unit of the chosen Entrance or the common areas.
The photos could not be saved, so nothing was saved. Please try again later.
Something went wrong on the portal's side and the Issue was not saved. Try sending it again later; if that fails, call the manager.
A neighbour has already reported the same problem
You do not see your neighbours' Issues, only those the manager has made public. If the problem is among them, the manager knows and there is no need for another. If you are not sure, report it: of two Issues about the same thing the manager rejects one, giving that as the reason, and works on the other.
Where it ends
The Journey ends when you send the report: your Issue opens in the status New and the managers have their email. How to follow it, add to it and what to do once it is resolved is in Follow your Issue to the end.