Identify the property and affected area

For a business property, managed property or suitable domestic requirement, identify the address, affected area and how the issue affects use of the property.

Give enough detail to locate the problem, including an asset reference if one is available. Identify the contact for access and the person authorised to approve the instruction; these may be different people.

Describe what has changed

Explain the symptoms, when they started and whether the issue has happened before. Describe the effect on occupants, security or operations and any immediate safety concern you already know about. Report what you have observed rather than assuming a cause or repair.

Useful information includes:

  • The affected area or asset and its current condition.
  • When the fault began and any recurrence.
  • Previous repairs, reports or relevant history already available.
  • The practical effect on the property and the people using it.

Share information safely

Photographs can help when they can be taken safely, but they do not replace inspection where one is needed. Do not enter an unsafe area or put people at risk to gather photographs or additional information. Describe known restrictions when reporting the issue.

Explain access and authority

State when access is possible, whether the property is occupied and any restrictions or arrangements already known. Confirm the authorised contact and the available authority for assessment or work.

An attendance does not automatically authorise every repair that might be identified. Diagnosis, temporary measures, further investigation, specialist input or a separate quotation may be needed depending on the assessment.

What happens next

Black & White Property Services assesses the property, task, access, competence and responsible delivery party before accepting work.

Acceptance and attendance are confirmed for the particular requirement. Sending a report does not guarantee a response time, diagnosis or completed repair.

Contact Black & White Property Services with the available information. Read about reactive maintenance or return to maintenance.