Using the Street Consumer App tenants can effortlessly self-serve and access instant advice on all major maintenance issues, resulting in 1 out of 5 jobs being resolved by self-serving tenants. This maintenance process also makes use of Street AI to understand what issue is being reported and suggest the most appropriate suggestion to fix.

Any issues that cannot be resolved can be submitted by the tenants into your Street Dashboard as a maintenance request, including a description of the issue as well as photos and videos captured by the tenants. What's more, Street AI’s Maintenance feature can understand requests from your tenants in any language - whether that’s English, Spanish or Mandarin.

When logged in via the consumer app, the tenant will see a 'report an issue' button on both the tenancy and maintenance tabs. Clicking this button brings up the 'report an issue' page where tenants are presented with two options.

The first option is the 'what's the issue' search box where tenants can search for an issue manually. By simply typing in the problem, tenants get instant advice on all common maintenance problems via the app, such as damp, mould, blocked sinks and lighting.

What makes this section so powerful is that it makes use of Street AI to find the most suitable suggestions to fix the issue and/or prevent further damage. For example, tenants could search a single word such as 'leak' or they can type a complex sentence such as 'I have noticed there's some water dripping down through the living room ceiling'.

From here, Street AI will suggest some steps the tenant should take which will vary depending on what the issue is. For example in the case of a leak, it will suggest steps to contain the leak before offering the option of contacting your agency or creating a report.

The second option is to use the common issues section that highlights frequently reported maintenance issues. For example clicking on the 'I can smell gas' quick link will provide contact details for the National Gas Emergency services, along with some suggestions of things they should or shouldn't do in that type of scenario as well as an option to create a maintenance report to submit.

Should the tenant choose to submit a maintenance request, clicking the 'create a report' button will allow them to add a title for the issue and any extra information, as well as some suggestions on what makes a maintenance request more helpful such as the location and how long it's been going on for.

From here the tenant can select how urgent they feel the issue, on a scale of 1 to 4. 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.

The tenant can also choose to upload any supporting photos or videos.

If there are multiple tenants, the tenant submitting will need to choose who should be the primary point of contact for the issue and the preferred method of contact (email, phone or text). If selecting by phone, the tenant has the additional option of selecting a preferred time for contact.

When the tenant is finished, they can review their report before submitting. Once submitted, the 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.

From the maintenance tab in the consumer app, tenants can see a list of ongoing and completed maintenance jobs.

The ongoing tab shows a list of any ongoing maintenance issues, including requests pending approval. If the request is still awaiting approval, they also have the option to cancel the request. While the the completed tab shows a list of all completed maintenance jobs, including any rejected maintenance requests.

Any maintenance requests that have not yet been approved will show in the ongoing tab and can be cancelled by the tenant.

It's quick and easy for tenants to download the Street Consumer App via the Apple App store or Google Play store.

For more information, see our Downloading and Logging In help article.