Property issues

CleanFlo already has two places to write down that something went wrong. An incident is about a person: somebody was hurt, or nearly was. A complaint is about the client's opinion of the work: they are unhappy with what you did. A property issue is neither. It is about the building itself, and it is raised the moment a cleaner notices it: a cracked shower screen, a dripping tap, a missing kettle, the loo roll running out, a fire door that will not shut. See Logging an incident for the health and safety register; this guide only covers the building.

It is addressed to the property's owner, not to your own compliance record, and it has a life the other two do not: it can become a repair job on your schedule. That is why it is its own thing rather than a category on either of the others.

Raising one from the clean

On an active clean, a row labelled Report a property issue sits among the other things a cleaner can do besides the checklist. Tap it and a sheet opens: what kind of problem, how serious, a few words on what is wrong, and, if there is one, a photo.

Nothing is preselected for the kind of problem, so a cleaner always chooses rather than the app guessing wrong. Severity starts on Medium and only needs touching when the answer is genuinely High, because that is the one choice on the sheet with a consequence outside the building. Two taps covers the common case: pick the kind, type what is wrong, send it.

The title is the only thing that must be filled in beyond the kind: leave it blank and the sheet asks for "Say what is wrong in a few words" rather than sending nothing. The description and the photo are both optional. Nothing is read back to the cleaner afterwards, deliberately: this sheet mints its own record and confirms only that it left the phone, with no "your reports" list to check back on.

Who is told, and when

The company's own admins are told at every severity. Only High goes further and emails the property's owner straight away; Low and Medium stay on the record for you to raise when it suits, so an owner reading about a spent light bulb does not start skipping the email that says the boiler has failed.

The owner's email carries no photographs and no link to any: what they see is the property, the kind of problem, the title, the severity, when it was found and who found it, with the description underneath if one was written. Any photograph taken stays in the client portal rather than travelling in an email that could be forwarded on with no login at all. Nothing has been repaired or ordered on the owner's behalf by sending it; the email asks them to say how they would like it handled.

An issue raised with no signal is picked up within fifteen minutes of the phone syncing: that is how often CleanFlo sweeps for one that was queued, or whose notification failed to send the first time.

The admin panel

A Property issues panel lists everything reported. It sits at the foot of every property record, under Cleans, whatever type of property it is. An office with a fire door propped open needs it as much as a holiday let does. It is also a tab on the client's page listing every property they own together, each row there carrying which one it was found at. Open first, then worst severity, then newest: a high-severity fault from Tuesday that nobody has touched sits above a low one raised this morning, because the list is a queue of work rather than a feed.

Collapsed, a row is one line: what is wrong, where, how serious, and where it has got to. Open it and it carries the description, any photos, and the actions.

Mark resolved

Type What was done and press it. A resolution note is required: an issue cannot be marked resolved with nothing said about it.

Close

Offered once an issue is resolved. Finishes the record.

Convert to a job

Opens the ordinary job drawer, prefilled with a repair job for this property.

A brand new property, or a client with nothing reported at any of their properties, reads No property issues recorded. It is shown only once the read has actually succeeded: a property whose issues could not be loaded is never drawn the same way as one with genuinely nothing wrong.

The status ladder

An issue moves through Open, Owner told, Resolved and Closed, forward only. Only a high-severity issue that emailed the owner reaches Owner told; a low or medium one that nobody has emailed goes straight from Open to Resolved when it is fixed. There is deliberately no route straight to Closed from Open or from Owner told: closing a record with nothing ever said about it would lose the one sentence that says what happened, so an issue raised in error is resolved saying so, then closed.

Convert it to a repair job

Convert to a job opens the same job drawer every other job on your schedule is booked through, prefilled with a title starting "Repair: " followed by the issue's own words, the right client and property, the issue's description carried into the notes, and a job type worked out from what kind of property it is. Nothing about the drawer itself is special: it keeps its own conflict checks, its own line items, its own checklist, exactly as booking any other job does.

The Property issues module

All of this sits behind Property issues on Settings → Modules, on by default, and already on at setup for the Holiday lets and Airbnb trade and the End of tenancy and moves trade. Switch it off and the row disappears from the active clean and the panel disappears from both the property page and the client tab: nothing new can be raised. An issue already open stays open and can still be worked through to resolved and closed while the module is off, and switching it back on shows everything exactly as it was.