1. Detector Inspector
  2. Compliance Portal
  3. Property & Tenant Details

How to view access issues in the Compliance Portal

What is an Access Issue?

An access issue arises when our team is unable to gain entry to a property to complete scheduled services or inspections. These issues can occur due to various reasons, such as tenants being unreachable, refusing service, or being unavailable during the designated service times. When an access issue occurs, it prevents us from completing the necessary compliance service at the property.

Our first option is to seek to resolve booking complications directly with tenants. But sometimes, we require assistance from you and in those circumstances, we notify you via email and flag to you via the Compliance Portal in order to try to resolve the access issue and ensure compliance at the property.

What are the different Access Issues?
Below are some of the most common access issues we encounter, along with guidance on how to resolve each one:

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
  4. Alternatively, you could Book on behalf of the tenant or Request a one-off EN to secure the booking.
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.
  3. Alternatively, you could Book on behalf of the tenant or Request a one-off EN to secure the booking.
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
  4. Alternatively, you could Book on behalf of the tenant or Request a one-off EN to secure the booking.
Tenant Unavailable During Business Hours
Difficulty securing an appointment with the property tenant 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.
  4. Alternatively, you could Book on behalf of the tenant or Request a one-off EN to secure the booking.
Other
If you are unsure about a tenant issue or not enough information has been provided, please contact us on 1300 134 563.

 

Viewing and Resolving Access Issues

  1. From the Action Required menu choose Access Issues.

    Screenshot 2024-08-08 125211.png

  2. The Access issues page is displayed.



  3. For each property with an access issue, the reason and the options to resolve the issue are listed.



  4. The options available in the Compliance Portal allow you to not only resolve the access issue but also take additional actions such as sending notifications to tenants or booking appointments directly. Below, you'll find detailed instructions on how to:
Request one-off EN
This will allow us to send a one-off entry notification after which it reverts to the agency's original setting once the booking is complete.

Select the service and click Request.



Why can't I see this option?

The Request One-off EN option will only be visible if your agency's default booking method is Appointment Only or Appointment Preferred.

The button will be hidden if:
  • If the property requires updates
  • If the property is vacant
  • If your default agency setting already allows for entry notifications
Book
Choose a time and we'll ask to confirm the tenant details to send them an SMS notifying them of the booking.



How do I turn on the booking option?

You can book appointments on behalf of tenants when the option is turned on in our system.
Reach out to your account manager if you would like to turn this on.

Send Email to Tenant
You can easily send an email to the tenant using the options below. If a booking is required a booking link will be added to the email so the tenant can attempt to schedule.

  • To:  Select existing tenant details in the  ‘To’ dropdown or manually enter the email.

  • Agency Domain: If the agency domain is set up you can send the emails directly from your email account. To set this up, click the setup option whilst sending an email.



  • Email body: You can enter your message and even paste your signature in to make it more professional. 

  • Booking link: If a booking is required a link will automatically be embedded in the email to ensure tenants have easy access to schedule bookings.
Resolve issue

If the issue is resolved through direct interaction with the tenant or by other means, you can mark the access issue as resolved.

  1. Once you have attempted to resolve the issue, click Resolve issue.



  2. Add the Notes of action taken to resolve the issue.

    Screenshot 2024-09-04 151225.png

  3. Confirm the details and click Request resolve.

    Screenshot 2024-09-04 151244.png

  4. This will be sent to our team to attempt the booking again.
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