Tenant - view & report fault/issue via MyAgency app (add works order)

Owned by Fiona Wilson
Last updated: Nov 09, 2023
4 min read

This guide has been reviewed against our global client base and classed as relevant to all regions

A tenant can see details of current faults/issues and report new issues via the MyAgency app

When submitted:

  • an email and a task is sent (in Reapit) to the property Key Contact to action the request

  • a works order is created on the Reapit property record

To do this, the tenant needs to access their tenant view first - as outlined here:

1. Access report a fault option

From tenant view:

  • Click Report a Fault

2. Viewing & reporting a fault/issue

All reported faults for the property will be displayed - including those reported via MyAgency or by the agent in Reapit

Click Filter for options to narrow the list down by fault status (e.g. Action Needed)

  • Click Report a Fault (top right)

  • The Report A Fault screen is displayed - see step 3
    OR
    If your system is integrated with Fixflo for fault logging:
    Fixflo functionality will be displayed - follow the section titled Logging a fault using Fixflo in this guide: and skip to step 4

3. Enter fault detail

From Report A Fault screen:

  • Property Address is automatically added and cannot be changed

  • Enter title for fault

  • Select fault type from drop-down menu

  • Today’s date will be displayed, click the date to change it
    This date is assumed as the
    ‘Booked on’ date on the Reapit works order

  • The tenant name will be automatically added and cannot be changed

  • Enter more detail of the fault

  • Click Upload Photos where required - multiple photos can be added

  • Click Save

    A confirmation message is displayed

4. Email & task generated

  • An email is sent to the property Key Contact

In Reapit:

  • The property Key Contact receives a task

  • Information on who has logged the works order is included, plus links to the tenancy, landlord & property are included

  • The task can be updated and saved or, when relevant, Mark as Completed

5. Works order created in Reapit

Access list of works orders on the Reapit property record:

  • On the property record, click Works and double-click the relevant Works Order

  • All information added by the tenant in the app is pulled across:

    • Booked By is the property Key Contact

    • In Works Details panel, the details section shows that the works order was Logged via the consumer portal (i.e. the MyAgency app) - highlighted below

    • Where pictures were added via the app, they can be accessed via Documents (top left)

  • Add to the works order as usual to progress fault resolution

6. Updates to works orders shown in MyAgency app

When updates to works orders are made in Reapit, this is reflected in the fault log in the MyAgency app - for example, when the works order Status and Required By fields are updated, plus a Contractor added - these updates can then be seen in the app: