The sections in this guide

TABLE OF CONTENTS
- Introduction To Fixflo
- Using Fixflo

If you are looking for information on email links, please refer to this guide.

Introduction To Fixflo

Fixflo is an online repair management system for occupiers to accurately report repairs, and for agents to manage the process of requesting quotes and instructing works to contractors.

The system also allows agents to request approval for works to be carried out and is a communication tool between all parties involved to keep everything related to any issues in one place.

Ultimately Fixflo allows repairs to be carried out more quickly and efficiently.

Why it's great:

24/7 online repair reporting - so easy that nothing gets missed
Photos of the problem - allowing accurate assessment of the work required
End to end management of repairs - nothing gets forgotten
Full documentation and a complete audit trail - every step is tracked

Please add the email address [email protected] to your contacts to ensure that you receive email notifications sent via Fixflo.

Using Fixflo

When your agency starts using Fixflo, you will receive a welcome email similar to the one below:

When you set up your account you will be asked for a password and will then be logged into your Fixflo account.

Going forward you may receive notification alerts for different tasks that need completing. You can simply click on the links/buttons in the emails that you receive to log in, see the job status and progress the issue.

When a new issue is reported, there are two routes an agent can take that involve you as the landlord:

1. They can request your advice

2. They can allocate the job to you

Requesting Your Advice:

One of the workflows available to agents is to ask for your advice before they action the job by requesting quotes, instructing to a contractor, etc.

In this case you will receive an email which looks similar to the one below:

Agents can provide advice which will be added to this email, as seen above. This is optional though, so it may not appear in all cases.

Simply click Click here to progress and you will be taken to the issue in your Fixflo account.

This will take you to the Next steps tab of the issue, where you will see your recommended actions to take.

There are several other tabs you can use - Detail, Comments and Appointments.

In the 'Detail' tab, you will be able to see all information about the issue including any photos, documents or videos.

If you click on the 'Comments' tab, you will be able to send a message to the agent. This is the best way to communicate with your agent regarding the issue as it will keep all communication in one place.

At the top of the page you will notice an 'Actions' button and the issue status.

Clicking on Actions will reveal a dropdown where you can either:

1. Report another issue

2. View the issue as a PDF

If you report another issue using this button, it will be for the same occupier at the same address.

The issue status indicates the current state of the issue and you will see this change as the agent progresses the issue using workflows on their side.

Once you've reviewed the details of the issue, you can go back to the Next steps tab to advise the agent how to proceed.

You can do so by clicking the button on the right-hand side of the screen - Advise agency:

When you click on Advise agency, a pop up will appear. This will have the agent's advice at the top of the pop up (if added by the agent). Underneath, it will have several options for 'What would you like the agency to do'. This is a required field, so you must choose from the options given. These are as follows:

Proceed with works
Request quotes
Decline repair request
Allocate to me to resolve
Other

Underneath these multiple choice options you have the option to add extra information if you wish:

If you choose Allocate to me to resolve, the issue will remain with you. If not, the issue will go back to the agent to continue progressing the issue. If you select this option, you agree to take on the work yourself and you will now need to set an appointment date and time. The issue status will be Job awarded, awaiting appointment date.

Please note that if you select Decline repair request then the issue will go back to the agent with this information. It is recommended that if you would like to choose this option you add extra information in the Extra information box to let the agent know why.

Allocating The Job To You:

As well as requesting your advice on a reported issue, agents can also allocate the job straight to you.

You will receive an email notifying you that you have been allocated a job. This will look similar to the below:

Here you can see that the issue has been assigned to you and the job details.

When you click on Enter job start date you will be taken through to the Next steps tab where you will be able to see the issue status is Job awarded, awaiting appointment date:

Entering An Appointment Date:

When the job is allocated to you, the issue status will be 'Job awarded, awaiting appointment date'. This issue status will be updated on the agent side of the issue too.

There will be four tabs at the top of the page:

1. Next steps

2. Detail

3. Comments

4. Appointments

On the Next steps tab you will progress the issue.

On the Detail tab you will have access to all of the details about the issue, including the contact information of the occupier. The contact information of the occupier will only appear once you have been allocated the job.

On the Comments tab you will be able to send messages to either the agent or the occupier. You will only be able to send a message to the occupier once you have been allocated the job.

The Appointments tab will be blank until you have added an appointment date and time on the Next steps tab.

On your Next steps tab, the 'next step' will sit on the right-hand side and, in this case, is to Set appointment date.

In the middle of the page there are also two additional options for you, to either mark the job as complete or decline the job:

Ideally it's best if you stick the the logical next step and set an appointment date as this will allow the agent to know when the work will take place. You can contact the occupier, either using their contact information or through the Comments tab to arrange this.

Please note that on the left hand side of the Next steps tab the system will let you know whether or not the occupier would like to be present when the works are carried out. Please find the examples below:

If the occupier has requested to be present when the works are carried out:

If the occupier has not requested to be present when the works are carried out:

Once you have agreed an appointment date and time, then simply click on Set appointment date and the following pop up will appear:

You will simply need to fill in the appointment date, appointment time and select whether or not this appointment time and date has been agreed with the occupier.

If the occupier would like to be present when the works are carried out and you say that the appointment time and date has not been agreed with the occupier then they will receive an email with the time and date proposal which they will need to accept before you can carry out the works.

Once happy you can click Save appointment date.

You will now notice that the issue status will have updated to Awaiting job completion. This will update on the agent's side as well.

It is now your responsibility to ensure that the work is carried out.

To view and manage your appointment, you can either click on Manage appointment or click straight into the Appointments tab.

On the right-hand side of the appointment there are two buttons - Cancel and Appointment missed.

Cancel should be used if you no longer need to attend or if you need to reschedule prior to the appointment.

Appointment missed should be used if you or the occupier are unable to attend the agreed appointment - you will have the opportunity to select a reason.

Follow up appointments can be added by clicking on Add appointment at the top of the page.

Marking The Job As Complete:

Once the job has been carried out you will need to log back in to Fixflo to continue progressing the job. To mark the job as complete you will need to click on the Next steps tab where you will see the next step is to Mark as complete:

When you click on the Mark as complete button you will see the following pop up:

The Job completion date will prepopulate with the appointment date, but you can edit this if necessary.

You have the opportunity here to add feedback to the agent and also add completion photos or documents. These are both optional.

Once you are happy with the details, simply click Mark as complete. You will be shown a popup asking you to confirm the job completion.

If you are happy you can click Confirm.

You will now notice that the job status will be either: Job completed, awaiting feedback or Job completed, ready for closure. This depends on whether your agency request occupier feedback on works.

Reviewing Quotes:

The second major workflow which will involve your interaction is when an agent requests your approval for quotes from a contractor before they instruct the works.

In this scenario you will receive an email similar to the one below:

You will then need to click on Review issue and quotations which will take you to the Next steps tab of the issue in Fixflo.

The issue status will show as Awaiting user review:

There are four tabs at the top of the page:

- Next steps

- Detail

- Comments

- Appointments

To view the issue detail, including any supporting photos, documents or videos, you can go to the Detail tab.

If you would like to send a message to the agent then you can use the Comments tab to do this.

The Appointments tab will be blank until an appointment is added.

To view and approve or reject the quote(s), simply click on Review the quotations on the Next steps tab. A popup will appear and you can click on each quote to expand it and see the detail and either approve or reject it.

Please note that approving one quote does not automatically reject the other(s) and all quotes must be actioned.

To reject a quote you can open up the quote and click on the Reject button:

You will then be asked for a reason for rejecting this quote:

Once you have responded to every quote, the issue status will update to 'Quotes reviewed'. The agent will then be able to review your approvals and instruct a contractor accordingly.

Using Comments:

The Comments tab is a means of emailing or messaging other parties. You can send comments to the agent using this tab - it will help to keep all communication in one place.

If you are allocated the job then you will have the option of also sending comments to the occupier.

Each time you receive a comment on Fixflo you will receive an email from [email protected]. You can Click here to reply or log into Fixflo to respond.

Other Email Notifications:

You may receive other email notifications via Fixflo, such as updates on issues at your properties, which may not require any action from you. The agent may be simply keeping you in the loop.

With each email, you will receive a PDF document of the issue.

These may include:

When an issue is first reported