Start with the property and the reported fault
Record the full address, the agency reference and whether the report concerns water plumbing, heating or hot water. Describe the tenant’s observations, when the issue began and which fittings are affected. Keep the report separate from an unconfirmed diagnosis. An urgent fault needs a phone call to check attendance.
Confirm authority before booking
Name the person who can approve the initial visit and additional work. State whether a landlord’s approval or purchase order is needed, any agreed spending limit, and the correct invoice recipient. A request to investigate does not automatically authorise replacing an appliance or opening finished surfaces.
Arrange access with the occupier
Confirm the appointment with the tenant or authorised keyholder, including entry instructions and practical access needs. Do not assume an agent’s keys are permission to enter. Share only the information necessary for the visit through the agreed office channel; avoid putting sensitive resident details in public notes.
Ask for findings that support a decision
Agree the handover required: the reported issue, findings, work completed, remaining problems and any separately priced recommendations. Identify which follow-up action belongs to the office, landlord or contractor. Photographs can explain a repair when appropriate, but should avoid residents and unrelated personal belongings.
Close the loop across the portfolio
Match the completion information and invoice to the property reference. If work remains outstanding, record who is seeking approval and the next agreed contact date. For another property, create a separate work order even if the symptom sounds the same. Arrange servicing and any required gas-safety appointment as distinct agreed tasks.
