Access Issues Workflows

Access issues prevent us from completing the services you’ve engaged us to do, creating a risk of properties becoming non-compliant. The Compliance Portal - Access Issues Workflows simplify how agencies resolve access issues by providing a streamlined, responsive workflow.

When an access issue is reported, a simple wizard guides agency users through resolutions, from booking updates to tenant communications, in a single interface. The wizard dynamically adapts based on a range of data points, displaying only the necessary steps to restore access for blocked properties, which helps prioritise urgent problems and maintain customer satisfaction. 

To address access issues:

1. From the Action Required menu, choose Access Issues.
   
   
   
   
2. Click Resolve issue on the right-hand side of the access issue you are attempting to solve.
   
   

   

   
   

   Quick Links

   The dropdown arrow of the Resolve button has quick links that change depending on various agency settings. In some circumstances, they may enable the activation of entry methods that agency settings have disabled eg. 

   • Resolve via Entry Notification will display if entry notifications are set to not allowed.
   • Resolve via Appointment will display if Appointment is set to not allowed.
     
     
3. When clicking Resolve issue, a pop-up steps you through the required actions. We will prompt you to choose which one you prefer if multiple entry methods are available for the property.
   
   
   
   
   
4. After selecting the entry method, the workflow will recommend the most effective resolution in the first tab and show alternative solutions in subsequent tabs. (the example below only has 1 recommended solution)
   
   
   
   
   
   
5. After confirming the tenancy (in this example) the Access Issue will be resolved and our team will be notified to attempt the booking.
   
   
   
   
6. If multiple actions are required to resolve the access issue, the workflow will guide you to the next issue to address this.
   
   
   
   
7. Once all access issues are resolved, the property will be unlocked  , allowing us to complete the booking. We'll also recommend settings you can adjust, such as enabling entry notifications, to help ensure smoother bookings in the future.
   
   
   

FAQ