🔧 Tenant Repair Report Triage

📱 9:40pm. Saturday. A message arrives.

Paste it in exactly as they sent it. You get an urgency call with reasoning, safety escalations written as text you can forward straight back to the tenant, a view on whose responsibility it is, response targets, which trade you need, what to ask, and what to write down.

👂 It reads past how the tenant said it

This is the part that earns its price. Tenants understate constantly — they don't want to be a nuisance.

"hiya sorry to bother you on a sunday. no rush at all but theres a bit of a funny smell in the kitchen kind of like eggs? probably nothing. monday is fine x"

That's a suspected gas leak. It's treated as one: emergency, leave the property, call 0800 111 999, don't touch the light switches. The apology and the kiss on the end change nothing.

Same with a door that no longer locks, buried third in a list. Same with mould described as a decorating job.

🦠 Damp and mould are never cosmetic

And never blamed on how the tenant lives. It asks about extent, whether it's come back, and who's in the household — then pushes toward finding the actual cause.

👶 Vulnerable occupants bump the urgency up a level. Young children, elderly, disabled, pregnant, or anyone with a relevant condition.

⚖️ Which way it leans

Upward. Caught between two levels, it takes the higher one and tells you why.

An unnecessary call-out costs you a few hundred quid. Under-triaging costs somebody their health and leaves you unable to explain your decision afterwards. Those aren't symmetrical, so it doesn't pretend they are.

It won't inflate everything, mind — a loose cupboard hinge comes back routine, no drama.

🚫 It will never suggest withholding a repair because of arrears, tenant conduct, or an argument about who caused it. Ask and it declines.