How to view access issues in the Compliance Portal

Our team strives to communicate with tenants and make booking arrangements, however, there may be occasions when these efforts are hindered due to diverse reasons. In such instances, we will send an email that contains further details and guidelines to resolve the access issue.

Access issues are listed in the Compliance Portal, and once actioned, can be marked as resolved to alert our team to try booking arrangements again.

You can view access issues in two places:

Action Required

To view all the properties with tenant issues:

  1. Click Action Required and choose Tenant Issues from the navigation menu.

Dashboard
  1. Scroll down to the Urgent action required section from the Compliance Portal Dashboard (Home), and click Resolve access issues. This will display all urgent (overdue) properties that have access issues.

    Screenshot 2024-06-25 091414.png
  2. To see the full list of access issues scroll to the bottom of the Urgent action required section and click View all properties with access issues. This will open the Portfolio page with the preference Has access issues selected.

    Screenshot 2024-06-25 091603.png

FAQ

What are the different Tenant Issues?
The most common tenant issues are listed below:

Tenant Requires Agency Confirmation The tenant has asked that you confirm our company has been contracted to perform the required maintenance service. 
  1. Contact the tenant(s) confirming that Detector Inspector is contracted to perform the service.
  2. Please ask them to contact us on 1300 134 563 or answer our next phone call
  3. Once the tenant has been contacted, click the Resolve button in the Compliance Portal
Unable to Contact Occupant

We've tried contacting the tenants for the property but are unable to get through to them. Please confirm the tenant details are correct.

  1. Check and update the tenant details in the Compliance Portal.
  2. Once the tenant details have been checked and updated, click the Resolve button in the Compliance Portal.
Tenant Refusing Service or Unwilling to Proceed  We have contacted the tenants from the property below. They are refusing to book an appointment for various reasons. 
  1. Contact the tenant(s) advising that they are required to book our safety service.
  2. Please ask them to contact us on 1300 134 563 or answer our next phone call
  3. Once the tenant has been contacted, click the Resolve button in the Compliance Portal
Tenant Unavailable During Business Hours 

Difficulty securing an appointment with the tenant of the property as they are unavailable during our operating hours. 

  1. Contact the tenant(s) and advise that they are required to book our safety inspection during business hours. This ensures our Head Office team is available to assist if required.
  2. Please ask them to contact us on 1300 134 563 or answer our next phone call.
  3. Once the tenant has been contacted, click the Resolve button in the Compliance Portal.
Other

If you are unsure about a tenant issue or not enough information has been provided, please contact us on 1300 134 563.

How do I resolve Tenant Issues?
Once you've resolved the issue, click Resolve from the dashboard or action required > tenant issues menu. Once resolved this will alert our team to try booking arrangements again.

The table above shows the tenant issues and how best to resolve them. 

 

 

 

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