Service requests
Who this is for: customer portal users.
What you will learn: how to ask for help, attach a photo, choose a preferred slot, cancel a request and leave feedback.
Submit a request
- Select Requests ��' New request.
- Enter a short title and a clear description.
- Choose a category and priority.
- Optionally choose a preferred morning or afternoon slot.
- Attach a photo or PDF if it helps explain the problem.
- Select Send request.
Important: a request is not a confirmed booking. The preferred slot shows where there may be capacity, but the office must review the request and create the job.
What happens next
| Status | Meaning |
|---|---|
| Submitted | The office has received the request |
| In triage | Someone is reviewing it |
| Converted | A job or case has been created |
| Cancelled | You cancelled the request before it was converted |
You can cancel your own request while it is still open. Once the office has converted it to a job, contact the office about the job instead.
Leave feedback
After the request has been converted, Leave feedback appears on the request. Choose a rating from 1 to 5 and add a comment. A low score raises a follow-up for the office; it does not change the job or invoice automatically.
Tips
- Tip: Attach a photo of the fault or the access point. It reduces callbacks.
- Tip: Choose a preferred slot only if you are flexible about the exact time.
- Warning: Do not use a service request for an emergency. Phone the office using the number on your contract or invoice.
Related: Invoices and payments �� Account and support
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