What information should I include when reporting an issue?

When reporting a repair or maintenance issue at Enclave, the more detail you provide, the faster the team can resolve it. Clear information helps ensure the right contractor is sent with the right tools.

Key details to include

• Location: Specify exactly where the problem is (e.g. kitchen sink, bedroom radiator, bathroom extractor fan).

• Description: Explain what’s wrong — is it leaking, broken, noisy, not working at all, or intermittent?

• Timing: Mention when the issue started and whether it’s constant or occasional.

• Impact: Note if it’s stopping you from using something essential (like heating, hot water, or power).

• Photos or videos: Upload these through the portal or send to the team if possible — they’re very useful for diagnosis.

Helpful tip

If it’s an emergency (like flooding or a power outage), make this clear when reporting. Non-urgent issues can be logged through the app or portal, but emergencies should be reported directly to the on-site team or by phone using the out-of-hours contact.