Defects – AEREA Manager User Guide

6. Defects

Defects Summary

All the submitted defects for the property being selected are listed here. Each defect is identified by a Ticket number. The newly submitted defects are labeled with the “New” icon in the list. When a defect is reopened from an earlier one, the reference ID of the newly generated ticket will be the previous defect’s ticket number. The Managing Agent has the ability to edit joint inspection, handover the defect as well as delete it.

New Defects Submission

This section guides the Managing Agent on how to respond to newly submitted defect tickets. Agents can review the issue, leave comments, and choose an action. The unit owner will be notified once the agent updates and must acknowledge the remarks.

To respond to new defect tickets,

1. You’ll receive a push notification on your app whenever a new defect is submitted.
2. Tap the notification directly, or access the “Defects” section from the dashboard.
3. Tap the defect icon to view details of the submitted ticket.
4. Type the content of the announcement.
5. Use the dropdown arrow to select one of two options: “Need to rectify” or “Not an issue.”
6. After adding your comments, scroll to the bottom and tap “Save” or “Update.”

Handover

After the unit owner acknowledges the defect comments, the Managing Agent can update the defect status. Once the rectification is completed, the ticket moves into the final stage where the resident confirms the outcome during inspection. Any unresolved issues will be tracked in a new ticket automatically.

To update a defect status,

1. A new “Handshake” icon will appear once the owner has signed to acknowledge the defect comments.
2. After rectification works are completed, tap the Handshake icon to update the defect status.
3. Use the Defect Status dropdown to select one of the following options: “Pending”, “Fixed”, or “Other.”
4. Tap the photo icon to upload an image of the rectified defect.
5. Scroll to the bottom and tap “Save”. You will be prompted to sign off on the ticket.