From reporting to assessment
An issue may be identified by a guest, cleaning team or scheduled check.
We collect the description and, where needed, photos or further information. We assess whether it is a question about using an appliance or fixture or a need for a technician.
Coordination with suitable partners
A plumber, electrician or appliance technician may be needed. Availability, the need for a site visit and sourcing spare parts affect scheduling.
Cost comes before the decision
For scheduled work, we request the available cost information and present the proposal to you.
The callout, materials and labour may be separate amounts. If the site visit reveals a different need, you receive a further update according to our agreement.
The 14% management fee covers coordination, rather than the cost of repairs. You receive a quote first. Once you approve it, we organise the work and charge the agreed amount to your card 3 days before the scheduled work.
Urgent incidents have an agreed process
Before our collaboration begins, we agree how to handle an incident that cannot wait.
We define contact methods and spending limits you have approved in advance for situations where you are not immediately available. People's safety and limiting further damage take priority.
Guests receive updates on practical effects and the follow-up that can be confirmed.
Prevention through everyday operations
A recurring fault, a wearing part or an instruction that repeatedly causes questions may indicate a need for improvement. We discuss planned interventions based on the property's condition.
Where possible, maintenance work is organised around already scheduled stays.
Frequently asked questions
Can I use my own technician?
We can agree this before we start. We need the technician's contact details and availability, plus clear arrangements for property access and coordinating the work.
Will I be informed before every job?
For scheduled work, you receive the proposal and approve the cost first. If an incident cannot wait, we follow the contact procedure and spending limits you approved at the start.
How do I know the work has been completed?
You receive an update describing the completed work, with photos and receipts where appropriate. We agree how the work will be checked and accepted according to the job.