1) Risk & SLA Matrix
Emergency vs urgent vs routine definitions with response/attendance/resolve targets.
When repairs slip, we apply a clear SLA-led process. Your pack includes risk triage, staged communications (chaser → escalation → final), access & scheduling letters, contractor instruction templates, and close-out reporting. Built for letting agents & property managers.
A practical framework your team can run the same day.
Everything needed to regain control without cluttering the layout with code blocks.
Emergency vs urgent vs routine definitions with response/attendance/resolve targets.
Chaser → escalation → final letters/emails for tenants, landlords, and contractors.
No-access notices, re-booking confirmations, and tenant prep instructions.
Scope brief with photos, safety notes, and priority code; completion confirmation.
What to log: timestamps, attempts, photos, invoices, and satisfaction notes.
Case summary template with outcomes, costs, and learning points.
SLA-led, evidence-driven, and fair to all parties.
Collect photos, location, fault description, vulnerability flags, and class by risk.
Book contractor with scope and priority; confirm access steps with the tenant.
Send timed chasers; escalate to landlord/contractor when targets slip.
Confirm completion, gather photos/invoice, and note tenant satisfaction.
Issue a short report and capture learning points for prevention.
Have these to hand before you start.
We draft the communications and timeline for your team to send. If you want direct liaison, mention it when ordering.
We include no-access notices and a re-booking flow designed to evidence reasonable attempts and mitigate risk.
We use a simple risk matrix (emergency/urgent/routine) with response/attendance/resolve targets aligned to fair practice.
Yes — we align the instruction template and status checkpoints with your systems.
The Landlord Association (TLA)