PropertyFile is an online platform that has been integrated with Alto. It connects you with your customers, allowing you to provide a better level of customer service and makes your agency stand out from the crowd. In turn, this allows you to win more instructions and retain existing customers.

The Maintenance module allows tenants to report maintenance issues via the Tenant Portal website or app. You will be able to view and process the reported maintenance issues in Alto, and Tenants and Landlords will also have visibility of the Works Orders you choose to share. You can also configure the tenant options for reporting an issue, create custom advice notes, as well as create checklists to help tenants manage small issues themselves.

 Note

You will need access to System Administration, to edit your default settings. Your appointed Group Administrator will have access to these permissions 

This article includes: 

Sharing Historic Works Orders

Landlords and Tenants will only have access to view Works Orders raised in Alto, or via their PropertyFile portal, once the Maintenance Reporting/Tenant Dashboard/Landlord Dashboard modules are activated.

 Note

Works Orders created before the Maintenance Reporting module is activated, will NOT be shared with landlords and tenants using PropertyFile by default

 Warning

Activating Sharing Historic Works Orders will enable landlords and tenants using PropertyFile to see ALL works orders recorded on Alto prior to the Maintenance Reporting module being activated

If you wish to share ALL Historic Works Orders:

  1. Click Tools on the main toolbar
  2. On the side menu, under System Tools, click PropertyFile
  3. On Alto PropertyFile Administration, click the number below your Branches
  4. A list of your Selected branches will display. Within the Maintenance box, note that Share Historic Works Orders is set as Not Shared
  5. To activate the sharing of historic maintenance works orders, click the Pencil alongside your Domain
  6. The PropertyFile Dashboard will open. Click Advanced Configuration on the side menu
  7. Scroll down to Maintenance and click the relevant tickbox(es) to activate them
  8. Click Save

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Activating Maintenance in PropertyFile

 Note

You will need to have first activated PropertyFile before being able to activate the Maintenance module.  For more information on Activating PropertyFile, click here

If you have already activated PropertyFile, you will need to go the configuration page to switch on the Maintenance module.

  1. Click Tools on the main toolbar
  2. On the side menu, under System Tools, click PropertyFile
  3. On Alto PropertyFile Administration, click the Pencil alongside your Domain
  4. The PropertyFile Dashboard will open. Click Manage Modules on the side menu
  5. Scroll down to Maintenance Reporting and slide the toggle to On
  6. Click Save
  7. Click Confirm

Configuration required for tenants to report maintenance jobs

PropertyFile offers default settings for the configuration of maintenance jobs. Tenants can report issues under one of the following categories:

  • Alarms and smoke detectors
  • Appliances kitchen/household
  • Bathroom and toilets
  • Blinds, curtains, furniture, fixture and fittings
  • Boilers, heating and hot water
  • Doors, windows and locks
  • Drainage and guttering
  • Electricity and lighting
  • Garden and property exterior
  • Leaks, running water and taps
  • Other

Each category has several sub-categories that you can edit as required. PropertyFile allows you to customise the following:

  • Sub-categories available for reporting “other” maintenance issues
  • The order of the sub-categories
  • The option to mark the issue as an emergency
    • To display a warning message and allow the tenant to continue
    • To display a warning message and prevent the tenant from proceeding
    • Add additional information text for each sub-category
    • Add a checklist for each sub-category (i.e. Have you changed the battery in the smoke alarm?)

Setting a maintenance sub-category status as an emergency or non emergency

You can set a sub-category as an emergency. To do this:

  1. Click Tools on the main toolbar
  2. On the side menu, under System Tools, click PropertyFile
  3. On Alto PropertyFile Administration, click the Pencil alongside your Domain
  4. The PropertyFile Dashboard will open. Click Maintenance Issues on the side menu
  5. Select a maintenance issue type
    1. You can reorder the sub-types by dragging them up and down as required, from the Order column
    2. Click the Description to over-type it, if you want to edit the sub-type
  6. Click the blue down arrow to set the Emergency Status for the subcategory
  • Mandatory - This issue will always be an emergency. The tenant will not be able to report an issue with this sub-type, instead, they will be shown an emergency directive message that you have set up
  • Enabled - This allows tenants to report an issue as an emergency.  There will be an additional option for tenants to state whether the issue is deemed as an emergency to them.  
    When an issue is marked as an emergency, the emergency directive message that you have set up will be displayed, but the tenant will still be able to proceed to report the issue
  • Disabled - If you disable the Emergency Status and that sub-category is selected by the tenant, they will not have the option to mark that issue as an emergency

Working down the selected sub-category customisation:

  1. Your Default Emergency Text is automatically generated or you can select Custom to add your own text for this specific issue
  2. Enter your Advice Text
  3. Enter your Responsibility Text
  4. Add your Checklist Items as required
  5. Click Save 

Setting default text for emergency contact details

You can set default text for all emergencies. To do this:

  1. Click Tools on the main toolbar
  2. On the side menu, under System Tools, click PropertyFile
  3. On Alto PropertyFile Administration, click the Pencil alongside your Domain
  4. The PropertyFile Dashboard will open. Click General Configuration on the side menu
  5. Under Maintenance issue settings
    1. In the Emergency message and contact details for a tenant who marks an issue as an emergency box, enter the message that you want your tenants to get if they select an issue as being an emergency
    2. In the Emergency message and contact details for an agency classified maintenance issue box, enter the message that you want your tenants to get when the maintenance issue is something that your agency has selected as being categorised as an emergency
  6. When you have entered both these messages, click Save

How to set up notifications for your office

You can choose to receive a notification every time a new maintenance issue is reported. Notifications can be sent to the tenants branch, based on the email address held against your branch in Alto.

To check the email address against your branch that maintenance notifications will be sent to:

  1. Click Tools on the main toolbar
  2. On the side menu, under System Tools, click System Administration
  3. Click Branches
  4. Click Edit next to the relevant branch
  5. In the Email Address line, check the email is correct for your branch, or edit it accordingly
  6. Click Save
  7. On the side menu, under System Tools, click PropertyFile
  8. On Alto PropertyFile Administration, click the Pencil alongside your Domain
  9. The PropertyFile Dashboard will open. Click Notification Settings on the side menu
  10. You have 2 tick box options for Maintenance issues
    1. Branch Default - The email address held against the branch will be notified when a new maintenance issue is reported by a tenant
    2. Custom - A box opens allowing you to enter an alternative email address(es) that you want new reported maintenance issue notifications to be sent to (You can enter multiple email addresses for these notifications by separating the emails by a comma)
  11. Click Save 

How to access the Tenant Portal

Your tenant(s) can download the PropertyFile app from Apple’s App Store or Google’s Play Store. The app allows your tenant(s) to access a mobile version of the features available online.

Once a tenant has logged into their Tenant Portal they can:

  • Report a maintenance issue
  • View a news feed
  • View their tenancy information
  • See maintenance details

How tenants can report a maintenance issue

Your tenant(s) can report a maintenance issue by logging into the tenant portal via the app or online. The tenant will need to:

  1. Click/Tap Report An Issue
  2. Select an Issue Type
  3. Select a sub-category
  4. Attach photo(s)
  5. Review the content and click Submit

 Note

Tenants will be unable to raise a maintenance issue against a property with a management type of:

  • Not managed
  • Part managed
  • Rent collection service
  • Let only

Maintenance progress notifications

Tenants will receive updates in their PropertyFile news feed and receive email notifications for the following events:

  • Requests submitted from PropertyFile to Alto
  • New works orders created in PropertyFile
  • Works orders marked as being accepted or rejected
  • Works orders status being changed from Reported to Supplier Instructed
  • Works orders that have been Cancelled 

 Note

  • Details of the maintenance jobs can also be visible to tenants in the tenant portal where you have chosen to share this with the tenant in Alto
    For more information on Managing maintenance issues reported by tenants using PropertyFile, click here

  • Details of the maintenance jobs can be visible to landlords in the landlord portal where you have chosen to share this with the landlord in Alto. Unacknowledged requests will not be visible to Landlords

Related articles: 

PropertyFile Maintenance - setup and configuration

PropertyFile Maintenance - overview

PropertyFile Landlord Portal

PropertyFile Tenant Portal

PropertyFile Vendor Portal

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