Jennings & Barrett recently introduced a digital maintenance portal, allowing tenants to report non-urgent maintenance requests at any time. This change has been implemented following a review of processes that concluded that the former method of maintenance requests, in which tenants could phone in requests or email in requests, was leading to inconsistencies with resolutions.

We have created this “Frequently Asked Questions” (FAQ) to help tenants understand more about the process and why reporting their maintenance issues through the portal is now necessary:

1. What is the Maintenance Reporting Portal?
The Maintenance Reporting Portal is an online platform where tenants can quickly and easily report any maintenance issues in their rental property.

The portal ensures that a number of questions can be asked about the issue to allow for triaging to take place.

For some common issues, such as heating or hot water problems, the tenants are asked a series of questions to ensure that a number of steps are taken before we instruct engineers to attend the property. This is to reduce the number of

 

2. How do I access the Maintenance Reporting Portal?
You can access the portal via our website [link] or through our dedicated mobile app. You will need your tenant login credentials (email and password) to access your account.

3. How do I report a maintenance issue?
Once logged in:

  • Click the “Report Issue” button.
  • Select the type of issue (e.g., plumbing, electrical, heating).
  • Provide a detailed description of the problem.
  • Attach photos or videos (optional but helpful).
  • Submit your report.

4. What type of issues should I report?
You should report any issues affecting the safety, functionality, or comfort of your home, including but not limited to:

  • Leaks (water, gas)
  • Electrical faults
  • Broken appliances
  • Heating/air conditioning problems
  • Pest control
  • Structural damage (walls, floors, ceilings)

For emergencies like gas leaks or fire, contact emergency services immediately.

5. How can I check the status of my maintenance request?
Once logged in, go to the “My Requests” section of the portal. Here, you can view all submitted requests and their current status (e.g., submitted, in progress, completed). You will also receive email or SMS updates as your request is processed.

6. How long does it take to get an issue fixed?
Response times vary depending on the severity and type of issue. Urgent issues (e.g., no heating, severe leaks) are typically addressed within 24 hours. Non-urgent matters (e.g., minor cosmetic repairs) may take longer but will be handled as soon as possible. You can track the progress via the portal.

7. Can I schedule an appointment for maintenance?
Yes! Once your request is reviewed, our team will contact you to schedule a suitable time for maintenance. You can also suggest your preferred dates and times when submitting the request.

8. What if I need to reschedule or cancel a maintenance appointment?
You can reschedule or cancel appointments through the portal. Navigate to “My Requests,” select the relevant request, and click the reschedule/cancel button. Alternatively, you can contact our support team for assistance.

9. Can I submit maintenance requests for common areas?
Yes, if you live in a building with shared spaces, you can report issues in common areas (hallways, laundry rooms, etc.) through the same portal. Be sure to select the “Common Area” option when describing the issue.

10. Who should I contact if I’m having trouble using the portal?
If you experience any issues with the portal (e.g., login problems, submission errors), please contact our support team at [email/phone number]. We are available Monday to Friday, 9 AM to 5 PM.

11. Is my personal information secure on the portal?
Yes, the portal is fully secure, and all your personal information is encrypted and protected according to data privacy regulations.

12. Can I report multiple issues at once?
Yes, you can submit multiple maintenance requests. Each request should be logged separately so that we can track and resolve each issue properly.

If you have any further questions, feel free to contact us directly or explore the “Help” section within the portal for more detailed instructions!