TABLE OF CONTENTS
Requesting your approval
If an agent would like you to approve planned maintenance works before it is instructed to a contractor then you will receive the following email to let you know:
By clicking on 'Respond to agent' you will be taken directly into your Fixflo site and taken directly to the service event where you will see two tab: 'Detail' and 'Documents'.
On the 'Detail' tab you will clearly be able to see the property this service event relates to, the proposed assigned contractor (if any), the programme type, status, instruction date, due date and who this service event has been updated by. Please find an example below:
At the bottom of this screen, you will be able to either approve the service event or allocate to yourself.
If you approve this then the agent will be notified and you will have no further actions. They will then be responsible for instructing the job to a contractor and ensuring that the work is carried out by the due date.
If you decide to allocate this to yourself then the agent will be made aware of this and they will need to allocate the job to you.
Once they have awarded the job to you you will receive the following email:
It will be your responsibility to ensure that the works are carried out by the due date, which is clearly indicated on both the email which was sent out to you and on Fixflo.
Once you have chosen an option, you will see a 'Reset' button, allowing you to go back and change your mind.
The 'Documents' tab will show you any documents related to this particular service event.
Progressing the issue
If you decide to resolve the issue yourself you will receive the following email on either the instruction date of the issue or when the agent manually instructs this to you:
By clicking on 'Enter job start date' you will be taken directly to the 'Appointments' tab of the issue on Fixflo.
Here you will find four tabs:
- Next steps
- Detail
- Comments
- Appointments
The 'Appointments' tab will be blank for now, as no appointment has been made yet.
The 'Detail' tab provides you with all of the details about the job, including when the issue was raised, the occupier and their contact details, along with information about the job itself, including instruction notes.
On the 'Comments' tab you will be able to send messages to either the agent or the occupier.
The 'Next steps' tab is where you will progress the issue.
Here you will be able to find the next logical step, 'Set appointment date':
As you can see, you can also mark the job as complete or decline the job if you would like to.
By clicking on 'Set appointment date', a 'Set appointment date' pop up will display:
You can use the calendar drop down to select an appointment, choose a time from the options available and state whether or not the appointment has been agreed with the occupier.
Once you are happy with everything you can click 'Save appointment date':
The appointment will now sit on the 'Appointments' tab. You can cancel this appointment and also add follow up appointments if you wish:
Once the job has been completed you will need to log back into Fixflo to mark the job as complete.
This will be done on the 'Next steps' tab by clicking on 'Mark as complete':
Here you will need to add the job completion date - this will prefill based on the appointment date you previously set. Further you can add:
- Feedback to agent
- Completion photos and documents
- Certificate documents
Once you are happy simply click 'Mark as complete':
You will now have no further actions, this is clearly shown on the 'Next steps' tab:
The job will go back to the agent to close down.
If you have any further questions please contact support@fixflo.com