Service
Issue Documentation & Resolution
Finding a problem is only useful if something happens next.
Every issue found on a visit gets documented the same way: what was observed, where, with photographs, and a severity classification. Severity is deliberately plain — no concern, monitor, attention recommended, or urgent — because a homeowner reading a notification on a phone in another country needs to know immediately whether this is a "deal with it in April" or a "answer this now".
From there the issue has a life: reported to you, a recommendation attached, your decision recorded, any work coordinated and completed, completion documented, and a follow-up visit to confirm resolution before it closes. Nothing gets marked resolved because a contractor said so — it closes when someone has been back and looked.
Issues stay attached to the property permanently. The value of that compounds: a damp patch noted in March that reappears in September is a different conversation than a damp patch noticed once.
Common questions
What happens if you find something wrong?
It gets documented, classified, and reported to you, and then it stays open until it is actually resolved.
Every issue found is photographed and recorded with what was observed and where, and given a severity: no concern, monitor, attention recommended, or urgent. The severity determines how fast you hear about it — urgent items are communicated immediately through every channel on file, rather than appearing in a report you read on Thursday.
From there: a recommendation is attached, you decide, any work is coordinated with an appropriately licensed contractor under your authorisation, completion is documented with photographs, and a follow-up visit confirms resolution before the issue closes. Nothing is marked resolved because a contractor said so.
For genuinely serious findings — active water, heating failure in cold weather, evidence of forced entry — a defined escalation runs, including protective steps within an attendant's scope where they are safe and authorised, and escalation to your named secondary contacts if you cannot be reached.
For fire, gas odour, medical emergency or a crime in progress, the answer is 911. That is not a property-care matter and a representative on site will call them.
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