Tip: In this guide, "you" refers to the consumer using the portal. This helps you understand exactly what your clients see and do during their journey.

Introduction

The Consumer Portal makes it straightforward to report maintenance issues at your property and keep track of progress. Whether you're a tenant raising a request or a landlord reviewing work that's been submitted, everything is visible in one place.

Summary

For tenants: raising a maintenance request
For landlords: approving and monitoring maintenance

For tenants: raising a maintenance request

If something needs attention at your property, you can submit a maintenance request directly through the Consumer Portal.

Your Dashboard shows you an at-a-glance summary of your current maintenance tickets:

Pending – requests that have been submitted or assigned but work has not yet started
In Progress – requests where a contractor is actively carrying out the work

How to submit a request

Log in to the Consumer Portal and go to the Maintenance section.
Select +New Request.
Choose the category and sub-category that best describes the issue (for example, Boiler – Leak).
Add any relevant details or notes to help your property manager understand the problem.
Submit the request.

You'll see a confirmation in your Recent Activity feed: "New maintenance task: [category – sub-category]"

What happens next?

Once you've submitted a request, your property manager reviews it and, if approved, raises a work order for a contractor to carry out the repair. You'll receive notifications at each stage:

When your request has been submitted
When a work order is created and a contractor assigned
When the contractor begins work
When the work is completed
If your request is cancelled

Tip: If you need to cancel a request you've submitted, contact your property manager directly.

For landlords: approving and monitoring maintenance

As a landlord, you can view and manage maintenance requests relating to your properties through the portal.

Your Dashboard shows:

Pending – work orders awaiting your approval or awaiting a contractor to be assigned
In Progress – jobs currently being carried out

Reviewing a maintenance request

When a tenant submits a request, you'll receive a notification: "A new work order for [property address] requires your approval."

From the portal, you can review the request details and either approve or reject the work. If approved, a contractor will be assigned by your property manager and work can begin.

Notifications you'll receive

You'll be kept informed automatically when:

A new maintenance request is submitted for one of your properties
A contractor begins work on a job
A contractor marks a job as completed
A work order is cancelled

FAQs

Can I track the status of a request after I've submitted it?
Yes. Your Dashboard shows a live count of pending and in-progress tickets, and your Recent Activity feed records key updates as they happen.

What if I submitted a request by mistake?
Contact your property manager as soon as possible and ask them to cancel the request on your behalf.

Will I be notified when the work is done?
Yes. You'll receive a notification when the contractor marks the job as completed.

I'm a landlord — do I have to approve every request?
Your property manager handles the operational side of maintenance, but you may be asked to approve certain work depending on the arrangement you have with your agent. You'll be notified if your input is needed.

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.

Maintenance Requests: Raising and Tracking Issues

Introduction

Summary