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One boiler repair, from the tenant's voice note to their 5-star review

Ticket #142 at 14 Elm Grove, Leeds, took two days and seven steps. You stepped in twice: to accept a bid and to confirm the final cost.

Book a demo Follow #142

Example: Tom Reid's phone, Northgate Property Management

  1. WhatsApp

    14 Elm Grove (tenant)

    Voice message (0:14)

  1. Tue 19:12

    The tenant sends a voice note on WhatsApp

    Text, voice notes, photos and calls all work. Voice is transcribed, photos are checked to see whether they show the problem, and the agent works out which home and which open ticket the message belongs to.

    Northgate repairs14 Elm Grove Example
    1. Tenant, 19:12: Transcript: Hi, the boiler's showing F28 and there's no heating or hot water. We've got two kids here.

  2. 19:12 to 19:15

    The agent asks what an engineer would ask, then checks its summary with the tenant

    For a boiler that's the pressure gauge, any fault code, and whether there's hot water. Gas smells, sparks and water near electrics get safety advice first. The tenant confirms with a button before anything is filed.

    Northgate repairs14 Elm Grove Example
    1. Haris agent, 19:12: Sorry to hear that. Two quick questions so the engineer comes prepared: what does the pressure gauge on the front of the boiler read? And is it no heating and no hot water, or just one of them?
    2. Tenant, 19:14: Photo: Boiler display showing F28
    3. Tenant, 19:14: Gauge says about 0.6. Neither works.
    4. Haris agent, 19:15: Thanks. I've logged this for Northgate as an urgent repair: no heating or hot water, fault F28, pressure 0.6 bar. Is that right?
    5. Tenant, 19:15: Yes, that's right

  3. 19:16

    Ticket #142 opens as urgent, with a 24-hour clock

    Emergencies get 4 hours, urgent repairs 24 hours and routine ones 5 days. Every message, bid, visit and cost from now on lands on this one timeline.

    #142 Example ticket

    Combi boiler F28, no heating or hot water

    Urgent 24h clock: 10h left Bidding 14 Elm Grove, Leeds · Whole house Owner: David Okafor

    1. Voice note from the tenant, transcribed

      “The boiler's showing F28 and there's no heating or hot water. We've got two kids here.”

    2. Photo checked

      Boiler display reads F28, relevant to this repair.

    3. Diagnosis confirmed by the tenant

      No heating or hot water, fault F28, pressure 0.6 bar. Heating, urgent, 24-hour clock started.

    4. Bids invited

      Pennine Plumbing & Heating and one other approved heating contractor in Leeds.

  4. 19:16 to Wed 07:02

    Approved heating contractors in Leeds bid overnight

    You choose who gets invited from your approved list, filtered by trade and area. Each bid has a price, a slot and how fast they'll be on site. Your own maintenance team skips this step.

    #142 Example

    Combi boiler F28: 2 bids in

    Budget is empty until you accept a bid. The tenant has asked for the earliest slot.

    • Pennine Plumbing & Heating

      Gas Safe, Leeds · On site within 48h

      £180

      Thu 09:00–11:00

    • Second approved heating contractor

      Gas Safe, Leeds · On site within 72h

      £215

      Fri 13:00–15:00

  5. Wed 08:30

    You accept £180, and the tenant confirms Thursday with one tap

    Accepting assigns Pennine, sets the budget to £180 and declines the other bid. The slot goes to the tenant on WhatsApp with Confirm and Pick another time.

    Northgate repairs14 Elm Grove Example
    1. Haris agent, 08:31: Pennine Plumbing & Heating can come on Thursday between 09:00 and 11:00. Does that work?
    2. Tenant, 08:40: Confirm
    3. Haris agent, 08:40: Booked. You'll get a message when the engineer is on the way.

  6. Thu 09:05 to 10:40

    Pennine taps On my way, Arrived and Fixed, and the final cost goes against the budget

    The engineer replaced a faulty pressure relief valve, so the job came in £15 over. The manager confirms the cost, and David Okafor, who owns the house, sees the variance in his free owner seat.

    #142 cost · Example

    Budget, from the accepted bid
    £180
    Final cost, from Pennine
    £195
    Over budget
    £15

    Pennine's note: “Pressure relief valve was passing, replaced it. Pressure holding at 1.4 bar.”

  7. Thu 11:40

    The tenant says it's fixed and rates the repair

    If they tap Not yet, the ticket stays open and goes back to you. The rating sits on the ticket and on the contractor's record.

    Northgate repairs14 Elm Grove Example
    1. Haris agent, 11:40: The engineer has marked the boiler as fixed. Is it working?
    2. Tenant, 11:52: Yes
    3. Haris agent, 11:52: Glad to hear it. How would you rate the repair, from 1 to 5?
    4. Tenant, 11:53: 5

Everyone sees their own part of #142, and the owner sees all of it

Owners read everything, including internal notes. Contractors see the jobs they've been invited to or won. Tenants see only their own conversation.

Who sees what on a ticket
On the ticketManagerOwnerContractorTenant
Tenant's WhatsApp messages, voice notes and photosYesYesIf invited or assignedTheir own
The agent's diagnosisYesYesIf invited or assignedThe summary they confirmed
Internal notesYesYesNoNo
BidsAll bidsAll bidsTheir ownNo
VisitsYesYesTheir ownTheir own, with buttons
Budget and final costYesYesTheir own priceNo

See your own repairs run this way

Book a demo and we'll walk through a repair like #142 using one of your buildings. Or open the demo app at app.haris.chat and switch persona top-right.

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