What should I do if I don’t get a response after reporting an issue?

If you haven’t had an immediate response following submitting a maintenance request through the Enclave resident app, don’t worry — the team may be prioritising urgent cases. Please allow up to 24 hours to receive information.

What to do

• Allow time: Please note that urgent issues (like flooding or safety risks) are handled first, so non-urgent requests may take a little longer.
• Follow up: If you’d like an update sooner, contact your Resident Team by phone, email, or at reception.
• Check the app: You can also track the status of your request ('in progress' or 'completed') in the resident app to see if progress has already been logged. If the maintenance team have any questions for you, they'll communicate via the chat function on the app.

Helpful tip

Always report urgent issues directly to the Resident Team instead of relying only on the app, to make sure they’re handled immediately.