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3.9 Message type 3 – Photos repairs messaging

During the tenancy repairs can be reported:
 By the tenant(s) using Busy Living,
 By Site Staff using Busy Living.

Either way the repair gets receipted, tracked, logged, and completion is
photographed. Maintenance engineers can re-order and prioritise their
work and see SLA (Service Level Agreement timescales) so that they work
to exceed these and get their performance related pay.

As since The Deregulation Act 2015 failure to follow a prescribed repairs
process can invalidate a section 21 notice, and prevent service of a
further notice for 6 months; the Act also extends to common parts
controlled by the Landlord. The legal requirement is that within 14 days
of receiving the complaint, the landlord must provide an ‘adequate
response’ (a written response describing how you will address the
complaint and provide a reasonable timeframe to take action). Busy
Living does this by:
1. immediate receipt,
2. the acknowledgement can include your SLA (Service Level Agreement)
to manage expectations,
3. if in set up you added your SLA’s the Maintenance Engineer sees these
to make it easy for him to move work up/down the list to
outperform the SLA,
4. by adding the issue to the repairs list Maintenance Engineers are:
 notified of a new ‘repairs request’,
 advised of the SLA target, to encourage outperforming it,
 can update tenants:
1. on arrival,
2. on diagnosis,
3. on ordering parts,
4. on fitting parts & job completion.

It is in the Maintenance Engineer’s best interests to post informative
notifications as Busy Living is designed so that the Maintenance Engineer can
ask the resident to ‘rate the repair´. And, to encourage great service a report
on ‘4* & 5* repair ratings’, achieved within the SLA timescales can be run to
tie into performance related pay – say 15%. Similarly, a report on low ratings
can be run to trigger personal visits from the House Manager to deliver
turnaround service.

4* and 5* repair ratings can be sent to the development’s Facebook page, whilst low star
ratings can receive a visit from the House Manager. Performance management for an
underperforming Maintenance Engineer is made easy.

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