Tenant User Guide

Welcome to LPSR

This guide will help you use the LPSR system to manage your property, respond to inspection requests, and communicate with your property manager. Everything is explained in simple steps.

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Getting Started

Your First Login

When your property manager sets up your account, you'll receive a welcome email with:

• Your login email address
• A link to set your password
• Information about your property

Step 1: Click the link in the welcome email
Step 2: Create a secure password
Step 3: Log in to the system

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Your Dashboard

What You'll See

After logging in, you'll see your dashboard. This is your main page where you can see everything at a glance.

If you have properties assigned:

• Your property address and details
• Number of pending work orders
• Number of completed work orders this month
• Recent work orders
• Emergency contact information for your property manager

If you don't have properties yet:

• A message saying you don't have any assigned properties
• Contact information for your property manager or agency

How to Use Your Dashboard

1. View Your Properties

   • You'll see all properties where you're currently a tenant
   • Each property shows the address and basic information

2. Check Work Orders

   • See how many work orders are waiting for your response
   • View recently completed work orders
   • Click on any work order to see details

3. Emergency Contacts

   • Find your property manager's contact information
   • See agency information
   • Access maintenance request websites (if available)

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Understanding Work Orders

What is a Work Order?

A work order is a request for work to be done at your property. This could be:

• A property inspection
• Maintenance or repairs
• Safety checks
• Other property-related work

How Work Orders Work

Step 1: Work Order is Created

• Your property manager or the system creates a work order for your property
• The work order is automatically scheduled

Step 2: You Receive a Notification

• You'll get notified by email, text message, WhatsApp, or all three (depending on your preferences)
• The notification tells you:
  • What type of work is needed
  • When it's scheduled
  • Who will be doing the work
  • A link to respond

Step 3: You Need to Respond

• You must respond to confirm the work order
• You have several options (explained below)

Step 4: Work is Completed

• The inspector or contractor does the work
• You'll be notified when it's finished

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Responding to Work Orders

How to View a Work Order

1. Click on the work order from your dashboard, or
2. Click "Work Orders" in the menu, then select the work order you want to view

What You'll See

Each work order shows:

• Type of Work: What needs to be done (inspection, maintenance, etc.)
• Property Address: Which property this is for
• Scheduled Date: When the work is planned
• Scheduled Time: What time the work will happen
• Inspector/Contractor: Who will be doing the work
• Status: Current status of the work order
• Description: Any additional details or notes

How to Respond

When you open a work order that needs your response, you'll see several options:

Option 1: Accept the Work Order

When to use this: You're available on the scheduled date and time.

Steps:

1. Click the "Accept" button
2. If asked, update your consent preferences:
   • Photo Consent: Allow photos to be taken during the inspection
   • Access Consent: Allow key access if you won't be present
3. Add any notes if needed (optional)
4. Click "Confirm"

What happens next:

• The work order is confirmed
• The inspector will attend on the scheduled date
• You'll receive a confirmation message

Option 2: Request a Different Date/Time

When to use this: You're not available on the scheduled date.

Steps:

1. Click "Request Reschedule"
2. Enter why you need to reschedule (e.g., "Doctor's appointment")
3. Suggest a preferred date if you have one (optional)
4. Update consent preferences if needed
5. Click "Submit Request"

What happens next:

• Your request is sent to your property manager
• The system will try to find a new date that works for everyone
• You'll be notified when a new date is proposed
• You can then accept or decline the new date

Option 3: Allow Office Key Access

When to use this: You won't be home, but you're okay with the inspector using the office key.

Steps:

1. Click "Allow Office Key Access"
2. Add any special instructions about the key location (optional)
3. Click "Confirm"

What happens next:

• The inspector can access your property using the office key
• You don't need to be present
• The work will proceed as scheduled

Option 4: Decline (Not Recommended)

Important: If you decline, the system will automatically ask you to reschedule instead. You cannot permanently cancel a work order.

Steps:

1. Click "Decline"
2. Enter a reason why you can't make it
3. Click "Submit"

What happens next:

• The system converts your decline into a reschedule request
• You'll need to work with your property manager to find a new date

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Rescheduling Work Orders

If You Requested a Reschedule

After you request a reschedule, the system will:

1. Find Alternative Dates

   • Check your availability
   • Check the inspector's availability
   • Find dates that work for everyone

2. Propose a New Date

   • You'll receive a notification with a new proposed date
   • You can accept or decline this new date

3. If You Accept the New Date

   • Click "Accept Reschedule"
   • The work order is updated with the new date
   • You'll receive confirmation

4. If You Decline the New Date

   • Click "Decline Reschedule"
   • Enter a reason
   • The system will try to find another date

Reschedule History

You can see the history of all rescheduling attempts for a work order. This helps you understand what dates have been tried and why.

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Setting Your Availability

Why Set Your Availability?

By telling the system when you're available, it can schedule work orders at times that work for you. This reduces the need for rescheduling.

How to Set Your Availability

Setting a Regular Pattern:

1. Go to your availability settings (if available in your account)
2. Choose the days of the week you're typically available
3. Choose your preferred time slots (morning, afternoon, evening, or any time)
4. Set when this pattern starts and ends
5. Save your preferences

Marking Specific Dates:

• You can mark specific dates as available or unavailable
• This is useful for one-time events like holidays or appointments
• When you decline a work order date, that date is automatically marked as unavailable

What Happens:

• The system uses your availability when scheduling work orders
• If you're unavailable on a proposed date, the system will suggest alternatives
• You can always override your availability if needed

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Communication

How You'll Be Contacted

The system can contact you in several ways:

1. Email

   • Standard email notifications
   • Check your email regularly
   • Check your spam folder if you don't see messages

2. Text Messages (SMS)

   • Short text messages to your phone
   • Quick updates and reminders
   • Make sure your phone number is up to date

3. WhatsApp

   • Messages through WhatsApp
   • You can even respond to work orders via WhatsApp
   • Just reply with "Yes" to accept, "Reschedule" to request a new date, etc.

4. In-App Messages

   • Messages within the LPSR system
   • Access these by clicking "Communication" in the menu
   • All messages are saved here

Responding via WhatsApp

You can respond to work orders directly through WhatsApp:

• Reply "Yes", "Accept", or "Confirm" to accept the work order
• Reply "Reschedule" to request a different date
• Reply "Key" or "Access" to allow office key access
• Reply "No" or "Decline" (but remember, this will be converted to a reschedule request)

Sending Messages

To send a message about a work order:

1. Open the work order
2. Click "Messages" or "Send Message"
3. Type your message
4. Click "Send"

To send a general message:

1. Go to "Communication" in the menu
2. Click "New Message" or "Send Message"
3. Select who to send to (property manager, inspector, etc.)
4. Type your message
5. Click "Send"

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Notifications

What You'll Be Notified About

You'll receive notifications for:

1. New Work Orders

   • When a work order is created for your property
   • Includes what type of work and when it's scheduled

2. Work Order Scheduled

   • When a work order has been scheduled
   • Includes the date, time, and who will do the work
   • Requires your confirmation

3. Response Required

   • When you need to respond to a work order
   • Includes a deadline for your response
   • Click the link in the notification to respond

4. Reminders

   • Reminders before scheduled work:
   • First reminder: 24-48 hours before
   • Second reminder: 12-24 hours before
   • Final reminder: On the day of the work

5. Work Order Rescheduled

   • When a work order date or time has changed
   • Shows the new date and time

6. Work Completed

   • When work on your property is finished
   • May include notes about what was done

7. Work Cancelled

   • If a work order is cancelled
   • Includes the reason for cancellation

Managing Your Notification Preferences

You can choose how you want to be notified:

1. Go to your dashboard
2. Click on "Preferences" or "Settings"
3. Choose your notification preferences:
   • Email notifications (on/off)
   • Text message notifications (on/off)
   • WhatsApp notifications (on/off)
4. Update your consent preferences:
   • Photo consent: Allow photos during inspections
   • Access consent: Allow key access
5. Click "Save"

Important: Make sure your contact information (email, phone number) is correct so you receive notifications.

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Your Property Information

Viewing Property Details

You can see information about your property in several places:

1. On Your Dashboard

   • Your property address
   • Basic property details
   • Property manager contact information

2. With Each Work Order

   • Property information is shown with every work order
   • Includes the full address

What Information is Available

For each property, you can see:

• Full property address
• Property type (house, apartment, etc.)
• Number of bedrooms and bathrooms
• Whether it's furnished
• Your property manager's contact details
• Agency information
• Access instructions (if set up)

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Consent Preferences

Photo Consent

What it means: You're giving permission for photos to be taken during inspections.

When it's needed: Some types of inspections require photos to document the property's condition.

How to set it:

• You can set this when responding to a work order
• Or update it in your preferences
• You can change it at any time

Access Consent

What it means: You're giving permission for the inspector to access your property using a key, even if you're not there.

When it's useful: If you can't be home during the scheduled time, you can allow key access so the work can still proceed.

How to set it:

• You can set this when responding to a work order
• Or update it in your preferences
• You can change it at any time

Important: Only grant access consent if you're comfortable with the inspector accessing your property when you're not present.

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Tips for Success

Responding to Work Orders

• Respond quickly: Try to reply within 24 hours of receiving a notification
• Be flexible: If possible, try to accommodate the scheduled time
• Provide clear information: If you need to reschedule, explain why and suggest alternatives
• Update your availability: Let the system know when you're typically available to reduce rescheduling

Access Information

• Keep it updated: If your access codes or key locations change, update this information
• Be clear: Provide detailed, clear instructions for accessing your property
• Stay secure: Don't share access codes publicly or with unauthorized people
• Verify access: Make sure the inspector or contractor can actually access your property with the information you provide

Communication

• Respond promptly: Reply to messages as soon as possible
• Be clear: Provide clear, complete information when communicating
• Be professional: Maintain a professional and respectful tone
• Report issues: Use the messaging system to report any problems or concerns

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Troubleshooting

I'm Not Receiving Notifications

Try these steps:

1. Check your email spam or junk folder
2. Verify your email address is correct in your profile
3. Check your phone number is correct
4. Go to your preferences and make sure notifications are enabled
5. Contact your property manager if the problem continues

I Can't Respond to a Work Order

Try these steps:

1. Make sure you're logged in to your account
2. Refresh the page and try again
3. Check that the work order is for a property where you're currently a tenant
4. Make sure the work order is still waiting for your response (not already completed or cancelled)
5. Contact your property manager if you continue to have problems

The Access Information Isn't Working

Try these steps:

1. Double-check that your access codes are correct
2. Verify the key location information is accurate
3. Update the access information if anything has changed
4. Contact your property manager to verify the information

I Don't See My Work Orders

Try these steps:

1. Make sure you have an active tenancy for the property
2. Check that you're looking at the correct property
3. Refresh the page
4. Contact your property manager if work orders are missing

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Getting Help

Who to Contact

For general questions or issues:

• Contact your property manager through the messaging system
• Use the emergency contacts shown on your dashboard for urgent issues

For technical problems:

• Check the work order notes for specific instructions
• Contact support: support@lpsr.co.uk

For urgent issues:

• Use the emergency contact information on your dashboard
• Call your property manager directly if it's an emergency

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Frequently Asked Questions

Do I have to be home for inspections?

No, you don't have to be home. You can allow office key access when responding to a work order. The inspector can then access your property using the office key.

What if I can't make the scheduled date?

Simply request a reschedule when you receive the work order notification. Provide a reason and suggest an alternative date if possible. The system will work with you to find a new date.

Can I cancel a work order?

You cannot permanently cancel a work order. If you decline, the system will automatically convert it to a reschedule request. You'll need to work with your property manager to find a suitable date.

How do I change my contact information?

Contact your property manager to update your email address or phone number. They can update this information in the system.

Can I see past work orders?

Yes, you can see completed work orders on your dashboard and in the work orders list. Historical information is kept for your records.

What if I have multiple properties?

If you're a tenant at multiple properties, you'll see all of them on your dashboard. Each property will have its own work orders and contact information.

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Last Updated: January 2025

If you have questions not covered in this guide, please contact your property manager or support@lpsr.co.uk