What happens between a tenant saying something is broken and it being fixed.
Each problem your tenant reports becomes an issue on that property. Here is who deals with it, and where you follow it.
Where a report lands
Your tenant reports it in their portal chat, or on WhatsApp if they have an Abodient app account. Every open issue shows on the Maintenance page under Open issues. Each property's Maintenance tab lists its own.
Alfred on or off
Each property has an Alfred switch on its Maintenance tab.
On: Alfred talks to your tenant, works out the trade and how urgent it is, and asks you before anyone outside hears about it.
Off: the report comes straight to you and you run the repair yourself. Most properties are set this way.
Switch Alfred on
On the Alfred is off card, use the Switch on switch.
A window says who we'll email: an invite to the tenant app, or a note that Alfred now handles repairs.
Select Switch on and email and your tenant's name. If nobody is on record, it reads Switch Alfred on.
Nothing changes until you select that button. To switch him off, use Switch off on the green card. Issues he's already running carry on.
What Alfred does
He asks your tenant where the problem is, how bad it is and whether anyone is at risk.
A card in your Inbox asks for the go-ahead. It names the trade and up to three of your saved contractors. If you have none for that trade, he finds a shortlist near the property.
Once you say yes, they're asked for quotes. Nobody outside is contacted before that.
You choose from the quotes.
Alfred agrees a time with the contractor and your tenant, and books it.
After the visit you confirm it's done, and the cost goes on the property's Finance tab.
Follow it
Open the issue from Maintenance. The Progress card shows the steps so far and what's next. When Alfred needs you, the window shows 1 decision waiting and a card appears in your Inbox.
The Alfred tab in Settings shapes how he handles repairs. Most controls can be set for all properties or one at a time.
Bypass External Message Approvals: off, you check each message before it goes to a contractor. On, they go straight away. Properties added from 3 October 2026 start with it on. See Approving contractor messages.
Spend Threshold: shows beside the quotes as your spend limit. Alfred approves nothing by himself, and you still choose every contractor.
Follow-up Settings: whether Alfred sends one reminder to someone who goes quiet. If they still don't reply, you get a task in your Inbox. Contractors and tenants each have their own switch.
Contact Sharing: puts your phone number and email in messages to contractors.
Bypass Feedback Request Approvals only affects conversations Alfred started before 6 October 2026.
Good to know
Emergencies: if someone's safety is at risk, Alfred tells your tenant to ring 999, or 0800 111 999 for a gas smell, and we email you at once. He arranges nothing.
No heating, hot water, water or power is urgent but not an emergency. It's yours to sort quickly.
On a shop or office, Alfred reads the lease to work out whose repair it is, and asks for a visit time that disrupts trading least.
If something's not right
Nothing moving? Check your Inbox for a card waiting on you.
Nobody could take it on? You get a card headed Nobody could take this on. Approve it and Alfred searches for more, or add a contractor on the Maintenance tab.
A tenant's WhatsApp went to you? They need an Abodient app account to reach Alfred. Ask them to accept the app invite.
