Raising a Ticket and Setting the Priority

Posted on February 19, 2022.

When raising a ticket, it’s important to know exactly how and which priority to set. Our ticket system allows Guardians to raise tickets when a maintenance issue arises or when they have questions regarding repainting walls or moving rooms.


The operations team deal with tickets based on their priority, but mislabelling a ticket can mean time is spent on an issue that isn’t life-threatening or doesn’t need to be taken care of quickly. It’s best to consider whether a ticket is high priority to you, or high priority in general. It may seem like a cracked tile is important for you to have fixed, but in actual fact, it would be considered low by our operations team.


Within your license agreement there is a list of what’s considered High, Medium and Low priority tickets, and if you follow this advice closely, you’ll likely have your ticket dealt with in the correct time frames.


Here is a list of the priorities and examples:


High Priority:

  • Fire or imminent risk of fire.
  • Gas leaks.
  • Major Leakage of water from plumbing or heating service not contained by local drains.
  • Loss of electrical supply to all of the property.
  • Security incident which affects doors & windows leading into the property on ground floor (theft, burglary, or problem affecting personal security and safety).
  • No water in whole property.
  • Fire alarm/detection emergency.
  • Fire alarm maintenance.
  • Asbestos exposure.
  • Collapsed roof or ceiling.


Medium Priority:

  • Blocked drains or internal waste pipes.
  • Boiler repairs.
  • Loss of electrical power in only a couple of outlets (individual socket circuit, individual lights).
  • A general maintenance issue within the property (window broken above ground level, internal door not locking).
  • Internal Broken glass in a window or door (may involve boarding and returning to reglaze later).
  • Shower repairs where only 1 shower in property.
  • Water leak not causing damage to the building (e.g. tap won't turn off).
  • Non-urgent lock replacement. e.g. broken handle on internal door.
  • Loss of heating or hot water.


Low Priority:

  • Loose or missing floor tiles / paving where there is minimal safety risk.
  • Replacement of cracked glass not giving rise to security or safety risk.
  • Replacement/repairs to electrical outputs which are not at risk.
  • Adjustment/changes to door furniture (door closures, locks, hinges).
  • Wall tiling; re-fixing loose or missing tiles. Ceiling tiles; replacing missing or damaged tiles.
  • Plastering repairs.
  • Repairs to joinery items: doors, windows etc. where there is no security risk.
  • Re-fix loose fixtures and fittings.
  • Painting, Decoration, cleaning, new shower installs and new kitchen installs.


Sometimes it can take longer to deal with things such as boiler problems or plumbing issues as these can require a part be ordered in. If you’re ever concerned about the status of your ticket, remember to check the ticket notes as our operations team update this whenever they have information, or you can always give us a call.

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