Tenant Reporting a Maintenance Issue (Consumer Desktop)
Tenants can report maintenance requests and track their progress directly from the Street account, either via the Street Consumer app or via their desktop account. These requests will appear in your Street Dashboard as a maintenance request, including a description of the issue as well as photos and videos captured by the tenants where you can choose how to handle the request.
This article focuses on the desktop workflow but for more information on the consumer app workflow, see this help article.
Note - Unlike the consumer app, the Street desktop workflow does not make use of Street AI to analyse the request before allowing the tenant to submit to your agency. For more information on how Street AI can help, see our Tenant App Maintenance help article.
How Tenants Report an Issue
From their Street desktop account, tenants can report a maintenance issue from their tenancies or maintenance tab, by clicking the 'report an issue' button.
Note - Tenants will only be able to raise a maintenance request if the lettings management service level is rent collection or fully managed. This button will not show for any tenancies that have a service level of let only or other.
From here, tenants can give a title and description, mark how urgent they feel the issue is and optionally upload any photos/videos.
Note - It's important to note that the rating the tenant gives here is purely informational and isn't shared with the owner and doesn't dictate a timeframe for a response.
When the tenant is finished, they can submit and the request and track the progress from their maintenance section.
Their request will appear in your maintenance requests table for approval. You will also receive a branch notification in the notification centre as well as an email to your branch email address that will also show in the property activity stream. For more information on managing maintenance requests, see our Maintenance Jobs Overview help article.
Cancelling a Maintenance Request
Once submitted, tenants can view cancel their request if it's no longer needed by clicking 'view' on the request and clicking 'cancel request'.
Tracking Maintenance Requests
If you create a maintenance job from a request, tenants can track the progress by the status of their job. The status will remain as 'ongoing' while you obtain quotes and instruct a contractor. Once the job is marked as complete in Street, the status in the tenant's Street desktop account will show as 'completed'.
Note - Tenants will not see any updates or actions such as obtaining quotes, instructing a contractor, expected completion date in their account.
Tenants can then always refer back to previous maintenance jobs from their maintenance tab if needed.
Street is constantly being updated. This can mean that some of these articles become slightly out of date. If you spot something that looks a little bit different to your Street account, please let us know on the live chat so we can get it updated!