Reporting Maintenance Through PropertyFile

We've made logging maintenance issues much easier!

With our PropertyFile system, you can log issues and get self-help advice. But, please be aware, all maintenance will need to be authorised by your landlord.

Watch our handy video or read the guide below to find out more!

If you need to report any maintenance on your property, you can do so using the PropertyFile app.

Getting started

If you do not have an account set up already, please contact your designated Property Supervisor and they will send you an invitation to do so straight away.

Once you have your account set up and have downloaded the PropertyFile app, you can log in and begin reporting.

When you open the app, you'll be taken to the news feed page, which will show you any updates from the last time you logged in.

You can also review your tenancy details, log and review any maintenance issues and find Walton Robinson's contact details.

Reporting an issue

Reporting any maintenance issues can be done from the maintenance screen.

Tap the icon in the top right hand corner to bring up a list of the type of issues you will be reporting.

There are different categories to choose from, so be sure to choose the one that matches your issue.

Once you've selected your issue, you will receive some advice which will hopefully help you to resolve the problem.

Please complete these checks before proceeding to avoid any unnecessary call out charges.

If this has not solved the problem, then tap to continue where you'll be able to provide a brief description of the issue.

Please let us know what the problem is and confirm what you have to try and rectify the issue yourself.

You will need to attach photos of the issue, or where it is in your property, to give the contractors as much information as possible.

What happens next?

Once you've confirmed your report, this will now appear on your dashboard, so you can keep an eye on the progress.

Once we receive the information, we will review it with the landlord and instruct a relevant contractor to attend as soon as possible, or give you a call to discuss further.

Once there is an update, you should receive a notification and you dashboard will be updated.

We will arrange an appointment for one of our maintenance engineers to attend your property.

You will be advised of an AM or PM slot, and you do not need to be present for this, as we hold master keys for all of our managed properties.

Is the appointment COVID secure?

When the engineer arrives, they will be adhering to our COVID secure guidelines and wearing the relevant personal protective equipment such as face covering and gloves.

Please ensure social distancing when you let our engineer into the property.

The engineer will then undertake an assessment of the issue and complete any repairs necessary.

Please note, a follow up appointment may be required.

What about emergency issues?

Some issues you will not be able to report through PropertyFile.

There would be emergency or urgent issues that we would need to speak to you about immediately.

These issues will be to do with fires, floods, gas, serious leaks, or having no heating or hot water.

You will receive some advice on what may be causing the problem, but if you cannot fix the issue yourself, you will need to call us.

These issues need to be addressed immediately, so if you try to log any of these issues on PropertyFile, you'll be instructed to call our office or our emergency out-of-hours team.

These numbers can be found on our website, or will show on PropertyFile, if you attempt to log the issue on there.

It is really important to us that you don't incur any unnecessary charges for maintenance. Therefore, please follow the advise on solving issues provided by the app before you request an engineer visit.

Walton Robinson
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