Here at Ultralets, we want to make our tenants' lives as easy as possible. We know that sometimes, issues may arise in properties that need urgent attention from our in-house Maintenance Team.

We have seen from other systems that if a tenant has to report maintenance issues through email or via the phone it can be slow and has the potential for details to be missed.

That's why we've built a dedicated tenant portal that all of our tenants can access directly from our website. This gives our tenants a 24/7 issue-reporting channel to ensure everything is recorded quickly and in a detailed manner, and in many cases, you might even be able to fix the problem yourself with a little guidance.

 

 

Now, let's say that I live in a property that has just lost hot water, only cold water from the tap and the radiators are cold. Upon checking the boiler, it doesn't seem to be working right. From our website I would head to 'Report a Repair', sign in with my email address via a magic link (no password needed), and from my dashboard select 'Report a Repair'. I'm then greeted by a clear set of categories covering almost any issue you could think of: Heating & Hot Water, Water & Leaks, Electrical & Lights, Doors, Windows & Locks, Kitchen, Bathroom, and more.

I'll select the Heating & Hot Water option as the best category to fit my issue. From there, the system walks me through a series of guided questions to help narrow down my exact problem, step by step, in plain English. It's designed to be straightforward, and each question has simple options to choose from.

 

Now, here's where this system gets smart. As you work through the guided checks, the system may suggest safe, do-it-yourself steps that could help you resolve the issue on the spot, things like checking your thermostat settings, resetting a tripped switch, or re-pressurising your boiler. There's also an AI-powered chat assistant built right in, so if none of the guided options quite match your situation, you can describe the problem in your own words and get tailored advice.

If the guided steps or AI tips fix my issue, that's great, all done. If the issue still persists, I can continue straight to the repair form without having to start again. I simply fill in a description, upload any photos of the fault, and confirm a few details about the property. The report, along with a full transcript of the troubleshooting steps I've already tried, is then sent directly to our Works Team for review. It'll be allocated to one of our Maintenance Engineers and an appointment date arranged to complete any necessary repairs.

 

This system works for almost any fault that could arise during a tenancy, but if you do get that 1-in-1,000 fault or you can't figure out which category best fits your issue, you can always contact our Maintenance Team directly by calling 01482 562 562.

Hopefully, this helps clear up any mystery there might have been regarding the where and hows of issue reporting with Ultralets.