Tenant reports the issue

• 60 second QR scan
• No login
• Short description
• Plus photo or video

Rationale

Zero barrier to reporting means issues get flagged the moment they are noticed, not weeks later through word of mouth. Photo video evidence lets management triage properly without needing an immediate site visit.

Management triages the report

• Reviews the evidence
• Can request further photos or a short video
• Decides next steps

Rationale

Not every report needs an emergency same day visit. Proper triage means surveyor time goes where it's genuinely needed first, and prevents wasted call outs for issues that turn out to be minor once seen clearly.

Management allocates to a surveyor, flagged by urgency

• Urgency level assigned
• Surveyor allocated
• Notification sent

Rationale

Dispatch priority matches real urgency. A suspected emergency gets someone out fast, in line with the law's 24 hour requirement for genuine emergencies.

Surveyor conducts a detailed on-site inspection

• QR scan on arrival
• Structured root-cause diagnosis
• Not just the symptom

Rationale

Proves a qualified person was genuinely on site and diagnoses the actual cause rather than just the visible symptom. This is the single biggest gap in competitor tools.

Severity is formally rated against the real HHSRS framework

• Automatic rating
• Sets legal deadline
• Accounts for UK bank holidays

Rationale

Removes human error from applying the legal framework. The clock is calculated, not guessed or tracked on a spreadsheet someone forgets to check.

Surveyor specifies the exact required remediation

• Precise instruction
• Matched to diagnosed cause
• Not a generic fix

Rationale

Minimises repeat visits for the same root issue. The contractor works from a clear brief, not their own guess at what sort the mould out means.

Management assigns a credential-verified, available contractor

• Matched by specialism
• Credential verified
• Currently available

Rationale

Safety critical work only goes to properly qualified people. Reduces both safety risk and the chance of a repair that doesn't actually hold.

Contractor completes the work with mandatory evidence

• Before and after photos
• Checklist completed
• Signed attestation

Rationale

Creates an unambiguous timestamped record of exactly what was done, not a verbal job's done. Protects both the housing provider and the tenant if it's ever disputed.

Independent re-survey verifies the fix

• Compares before and after
• Checks against original diagnosis
• Formal Pass Fail call

Rationale

This is the step almost nobody else in the market does. It confirms the root cause was actually resolved, not just that the symptom was painted over. Directly addresses Housing Ombudsman findings.

Pass → closed, evidence pack ready. Fail → automatically reopens

Rationale

A failed repair never quietly disappears. It's caught and re-routed immediately, not left to become a second Ombudsman case.