The Power of Precision: Why Accurate Fault Reporting Saves Time and Money

When something goes wrong in your building—whether it’s a flickering light in the hallway or a mysterious leak in the car park—your first instinct is likely to get it fixed as fast as possible.

As your managing agent, our goal is exactly the same. However, the speed and success of a repair depend entirely on the quality of the information we receive. While it might seem helpful to add a little "weight" to a report to get attention, inaccurate details can inadvertently sabotage the repair process.

Here is why accuracy is your best friend when reporting a maintenance issue.

1. Avoiding the "Wrong Path"

Maintenance is often a process of elimination. If a fault is reported as a "burst pipe" when it is actually just a "dripping overflow," we might dispatch an emergency plumber at a premium rate. If that plumber arrives and realizes the issue is actually a roofing problem, we’ve wasted a call-out fee and, more importantly, the leak is still there. Clear, factual descriptions ensure we send the right person with the right tools the first time.

2. The High Cost of "Just in Case"

Sending a tradesman to a site costs money. In a managed block, that money comes from your service charge budget.

• Incorrect Information: Leads to unnecessary call-out charges for specialists who can't fix the actual problem.

• Accurate Information: Ensures funds are used efficiently, keeping your service charges lower in the long run.

3. The "Power in Numbers" Myth

A common misconception is that saying "everyone in the block is having this issue" will force a faster response. We understand the logic—you want to highlight the urgency. However, if it turns out the issue is actually isolated to your unit, saying it’s a building-wide problem can backfire:

• We look for a "Macro" solution: We might call out a specialist utility company or a heavy-duty contractor who handles main infrastructure.

• Availability Issues: These specialist companies often have longer lead times.

• The Result: You wait days for a "big" contractor to arrive, only for them to tell us it’s a "small" job that a local handyman could have fixed within hours.

4. How to Report Like a Pro

To help us help you, try to stick to the Three W’s:

• What: Exactly what are you seeing, hearing, or smelling? (e.g., "A steady drip from the ceiling" rather than "The flat is flooding.")

• Where: Be specific. "Second floor, near the lift" is much better than "In the hallway."

• Who: Is this definitely affecting others, or just you? If you haven't spoken to your neighbours, it’s best to report it as an individual issue so we can investigate the source correctly.

The Bottom Line: We are on your side. By providing honest, accurate, and specific details, you aren't just reporting a fault—you’re helping us fix it faster, cheaper, and more effectively.

Report Smarter with the Gena Go App

To make reporting as seamless as possible, we remind all residents to use our Gena Go app for all maintenance requests.

Using the app is the most efficient way to get a resolution because:

• It’s Quick & Easy: Log a fault in seconds from your smartphone. The reporting process takes you through the steps to provide important information that we and tradespeople need.

• Photo Evidence: You can snap and upload photos directly to the report, helping us "see" the problem instantly.

• Instant Identification: The app automatically links the report to your account, allowing us to identify the complainant and location without back-and-forth emails.

  
  

Download Gena Go today and help us keep your building running smoothly!

Quick Start Guide: Reporting with Gena Go

The Gena Go app is the fastest way to get maintenance issues fixed in your building. By using the app, you ensure your report is linked directly to your property and provides our team with the visual evidence we need to act immediately.

Step 1: Download & Log In

• Search: Find "Gena Go" on the Apple App Store or Google Play Store.

• Log In: Enter your email address and other details and wait for us to verify you. You should try to get verified before there is a problem to report.

• Why? Using the app automatically identifies you.

  
  

Step 2: Start a New Report

• Tap the "Report A Problem" icon on the app's home screen

• Choose the type of problem you have. This helps us triage the urgency and assign the right specialist.

Step 3: Describe the Fault

• Type a brief, factual description.

• Be Accurate: Is it just your property, or a communal area? Stick to what you can see.

• Avoid "Scaling Up": Don't feel the need to exaggerate the issue to get attention; the app's priority system ensures every report is seen.

  
  

Step 4: Add Photos & Videos (Crucial!)

• Add photos to the report

• Close-up: Take a clear photo of the specific fault.

• Wide shot: Take a photo of the surrounding area to help the contractor find the issue.

• Benefit: Photos prevent "guessing." We can see exactly what tools or parts the tradesman needs before they even leave their workshop.

  
  

Step 5: Hit Submit & Track

• Tap Submit.

• Real-Time Updates: You’ll receive notifications directly through the app when a contractor is assigned and when the job is completed. No more chasing for updates via phone or email!

Property Manager Pro-Tip: Reporting through Gena Go puts your request directly into our maintenance workflow, bypassing the "inbox queue." It is the single most effective way to ensure your issue is resolved quickly.