New online problem reporting system for tenants
The Jones Robinson lettings department has introduced a new way for its tenants to report a problem or defect with their rental property. The simple electronic system is easily understood, requires no more than a few clicks of a mouse or tap of a screen, and is accessible from any device, including a PC, laptop, tablet or smartphone 24 hours a day, seven days a week.
Paul Broomham, the Lettings Director at Jones Robinson, said that the new reporting system is designed for an age where we manage most of our affairs electronically: “Internet banking and online shopping is now second nature so we wanted to provide tenants with a web-based reporting system that was clear and easy to use. We have introduced a picture-based process that’s easily comprehendble by everyone and narrows down the problem quickly and specifically for a better response from us. There’s even the ability to select from 40 different languages for the ultimate in usability.”
How to report a problem
A tenant simply visits the Renting area of the Jones Robinson websites and follows the five clear steps, with prompts at every stage:-
• Step one involves choosing a maintenance problem from 21 pre-set options – all displayed as easy-to-understand graphics. There’s also an ‘other’ option, should their problem not be covered. If, for instance, a tenant chooses ‘stairs’, the reporting system asks them to choose whether the issue is with internal or external stairs and then takes them to a selection of images that show the different parts of a staircase. Once the area where the problem has been identified, the tenant is taken to a list of possible faults, where then can identify their specific issue and type in additional notes. This whole process is managed by simply clicking a mouse or tapping the screen.
• Step two asks the tenant to add any photographs of the problem, as this will help quantify whether the issue is an emergency, the best course of action, what trade may need to be called and what parts might be required to make the repair.
• Step three asks the tenant to fill in their address details
• Step four asks the tenant to leave their contact details
• Step five asks the tenant to confirm their details and submit their report
“Recent research showed that half of tenants in the UK suffered some form of problem with their rental property over the last year. Accidents do happen, and there are unforeseen issues and emergencies that need reporting as soon as they happen. We want to fix faults and make repairs as quickly as possible for our tenants. We believe this new system will pinpoint problems in a much shorter time frame and allow us to send the appropriate trade or engineer. Of course, tenants can still email us or pick up the telephone to report an issue but we are encouraging the use of our new online system. It ensures there is no confusion and provides tenants with a round-the-clock service.”
Jones Robinson | 17/07/15 11:35AM