At a glance
- Choose Log new issue at the top of any page, or Log issue here on a property.
- Only the property and a short summary are required.
- Keep issues moving with Status, Priority and Assigned to.
- Mark resolved sets the status, today's date and your resolution note in one go.
Logging an issue
Landlords and Users can log issues.
- Choose Log new issue at the top of any page. If you're already on a property's page, choose Log issue here and the property is filled in for you.
- Choose the Property.
- Write a short summary in Issue or entry, such as "Boiler losing pressure overnight".
- Add the detail in Description: what's wrong, where, and since when.
- Fill in anything else you know, then choose Save issue.
LetResolve gives the issue the next reference number in your account (#1, #2, #3…) and opens it, ready for photos.
What each field means
| Field | What it's for |
|---|---|
| Property | Where the issue is. |
| Issue or entry | A short summary, up to 300 characters. This is what appears in lists and what search looks at first. |
| Description | The full detail of what's wrong. |
| Reported by | Who told you about it, such as Tenant or the person's name. |
| Assigned to | Who's dealing with it: you, your handyman or a contractor. LetResolve suggests names you've used before. |
| Priority | H High, M Medium (the starting choice) or L Low. |
| Date reported | Starts as today. Change it if the issue was reported earlier, which matters for accurate response times. |
| Outsource required? | Yes if a contractor or tradesperson is needed. These issues appear in the Outsourcing required report. |
| Damp or mould | Yes for any damp or mould, however minor. These issues make up the Damp & mould register. |
| Tenant | Filled in from the property's occupier. You can change it on the issue page. |
| Status | Where the issue has got to. New issues start as Open. |
| Comments | Running notes as the job progresses (on the issue page). |
| Resolution | What was done to fix it (on the issue page). |
| Date resolved | Filled in for you when you mark the issue resolved, and editable afterwards. |
Statuses and priorities
In the Issue Log, high-priority issues are marked with a red edge, and issues open for more than 30 days with an amber edge. Both also appear on your dashboard under Needs attention, so nothing urgent or long-running slips out of sight.
Updating an issue
- Open the issue from the Issue Log, the dashboard or the property's page.
- Change any of the fields.
- Choose Save changes.
The issue page also shows At a glance (how many days it's been open, and when it was reported), its Photos & documents, and, for landlords, its History.
Use Comments as a diary
Add a dated line each time something happens: "3 Oct: plumber booked for Thursday", "6 Oct: part on order". Later, it tells the whole story at a glance, and the History shows who wrote each update.
Marking an issue resolved
- Open the issue and type what was done in Resolution. This is optional, but worth it.
- Choose Mark resolved.
LetResolve sets the status to Resolved and the date resolved to today (unless a date was already set), and saves your resolution note with it.
Save other changes first
Mark resolved saves the Resolution box, but not other changes you've made on the page. If you've edited anything else, choose Save changes first.
Fixed on a different day?
Set Status to Resolved and choose the right Date resolved yourself, then choose Save changes. Getting the date right keeps your resolution times accurate.
Reopening an issue
If a problem comes back, change Status to Open or In Progress, clear Date resolved, add a comment saying why, and choose Save changes. If it's really a new problem, it's often clearer to log a new issue instead.
Adding photos to an issue
- Open the issue.
- In the Photos & documents panel, choose Add photos.
- Take a photo or choose existing ones, add a short description to each, and choose Upload.
Photos keep the date, time and place they were taken. Everything about photos and documents.
Damp and mould
Set Damp or mould to Yes on every damp or mould issue, however small it seems. LetResolve then shows the issue:
- with a Damp flag in the Issue Log
- in the Damp or mould tile on your dashboard
- in the Damp & mould register, with the days it took to resolve
- when you filter the Issue Log to Damp / mould only
Why it matters
If you're ever asked how quickly you responded to damp or mould, the register shows when each case was reported and resolved. Dated photos and a clear resolution note make that record stronger.
Deleting an issue
Only landlords can delete issues. Landlord
- Open the issue and choose Delete.
- Confirm when asked.
The issue disappears from your lists, but the record is kept for the audit trail and can be restored. Contact us if you need one back.
Logged in error?
Instead of deleting, you can set the status to Closed and explain in Resolution, such as "Duplicate of #142". That keeps the story straight for anyone reading later.