Repairs Escalation Pack (SLA-Led) | <a href="https://landlordassociation.org.uk/agent-property-management-sos-hub/" class="ilj ilj--auto" data-ilj="1">Agent SOS</a> | The <a href="https://landlordassociation.org.uk/" class="ilj ilj--auto" data-ilj="1">Landlord Association</a>
Agent / Property Manager SOS

Repairs Escalation Pack (SLA-Led)

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.

Risk TriageEmergency → routine
SLA StagesChase · escalate · final
Access ToolsNo-access & rebook
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What you get

  • ✓
    Triage model to classify risk (emergency, urgent, routine) and set SLAs.
  • ✓
    Staged comms for tenants, landlords, and contractors with clear timelines.
  • ✓
    Access management letters for no-access and re-booking.
  • ✓
    Contractor instruction template including scope, photos, and priority code.
  • ✓
    Close-out report and satisfaction confirmation wording.

A practical framework your team can run the same day.

What’s Included

Everything needed to regain control without cluttering the layout with code blocks.

1) Risk & SLA Matrix

Emergency vs urgent vs routine definitions with response/attendance/resolve targets.

2) Staged Communications

Chaser → escalation → final letters/emails for tenants, landlords, and contractors.

3) Access & Scheduling

No-access notices, re-booking confirmations, and tenant prep instructions.

4) Contractor Instruction

Scope brief with photos, safety notes, and priority code; completion confirmation.

5) Evidence & Audit Trail

What to log: timestamps, attempts, photos, invoices, and satisfaction notes.

6) Close-Out & Report

Case summary template with outcomes, costs, and learning points.

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How It Works

SLA-led, evidence-driven, and fair to all parties.

1 Intake & Triage

Collect photos, location, fault description, vulnerability flags, and class by risk.

2 Schedule & Instruct

Book contractor with scope and priority; confirm access steps with the tenant.

3 Chase & Escalate

Send timed chasers; escalate to landlord/contractor when targets slip.

4 Complete & Verify

Confirm completion, gather photos/invoice, and note tenant satisfaction.

5 Close & Learn

Issue a short report and capture learning points for prevention.

Repairs Escalation Readiness

Have these to hand before you start.

✓
Tenant details, contact prefs, and any vulnerability flags.
✓
Landlord authority & budget limit (or approval path).
✓
Fault description, photos/video, and location within the property.
✓
Contractor shortlist or framework provider details.
✓
Target SLA timings selected (by risk category).

FAQs

Will you contact tenants/contractors directly?

We draft the communications and timeline for your team to send. If you want direct liaison, mention it when ordering.

What if a tenant refuses access?

We include no-access notices and a re-booking flow designed to evidence reasonable attempts and mitigate risk.

How do you set the SLAs?

We use a simple risk matrix (emergency/urgent/routine) with response/attendance/resolve targets aligned to fair practice.

Can this work with our contractor portal?

Yes — we align the instruction template and status checkpoints with your systems.

Get SOS Now Book Legal Advice Report a Dispute
Repairs slipping past target?
We’ll apply an SLA-led process with clear escalation and close-out.
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