Incident guide
What to do if you have a rental incident.
An incident is handled better when it arrives with clear context. This guide summarizes what to review first and which information helps resolve a request faster.
Recommended steps
- 1. Check whether a related notice or open incident already exists.
- 2. Gather key context: contract, affected area, since when it has been happening and contact phone number.
- 3. Open the incident from the portal indicating whether it is a problem, request or question.
- 4. Add a specific description to make handling and follow-up easier.
Most common request types
- Fault or problem: water leak, electrical issue, equipment not working.
- Request: need for clarification, a check on an item or access coordination.
- Question: doubt about a request, a notice or how to use the portal.