How to respond to New Defects, update defect status, send messages to the resident

In this video, we walk you through the process of handling new defect email alerts. When you receive an alert, simply click the view defect link to log in and see the details. You can update the resident with a message or edit the defect status as it progresses to a closed state, with each status change notifying the customer. If a defect is clearly out of service, you can close it out of scope and save your notes, which will also notify the resident. Please make sure to follow these steps to keep our communication clear and efficient.

Objective

This procedure and video outlines the steps to manage defect status, messages and alerts efficiently, ensuring timely resident communication and resolution.

Watch the short overview video or follow the steps below: 

https://loom.com/share/28bee7c526f34f5e94ed0580c22646f3

Key Steps

1. Accessing the Defect Alert 0:00

• Upon receiving a new defect email alert, click on the view defect link.

• This action will direct you to the login page where you can view the defect details.

2. Reviewing Defect Details 0:11

• Once logged in, review all the details submitted regarding the defect.

• At any point, you can click on update resident to send a message to the user.

3. Updating Defect Status 0:19

• Click on edit defect to update the system status.

• Progress the defect status through to a closed complete state as necessary.

4. Notifying the Customer 0:30

• Each status change selected and confirmed will automatically send a notification to the customer.

• This keeps them informed and allows them to log in for updates.

5. Closing Out of Scope Defects 0:39

• If the defect is clearly out of service, select closed out of scope.

• Enter your closing notes and save the changes.

6. Accessing Inspection Records 0:51

• Notifications will be sent to the resident, who will also see the video saved against the ticket.

• Access this via inspections and home to view a list of all inspections.

7. Searching for Inspections and Defects 1:06

• Use the search bars and filters to find specific inspections or defects.

• There is a defect table listing all open defects for easy reference.

Cautionary Notes

• Ensure that all communications with residents are clear and professional.

Tips for Efficiency

• Familiarise yourself with the search functions to quickly locate defects and inspections.

• When you receive the new defect email alert - simply click on the View Defect link to be taken directly to the defect