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What is a Home Issue?
What is a Home Issue?
A home issue is something at the property, that impacts a customer's visit and requires action to resolve. When you file a report, our team will send the right people out to the property to fix the issue.
Some examples include:
“There are dead bugs in the home”
“The sprinklers are broken”
NOT a Home Issue
NOT a Home Issue
Visitor opinions that don’t require action should NOT be reported as a home issue.
Some examples include:
“I don’t like the neighborhood”
"The floorplan is bad”
Opinions should be recorded in Visitor Feedback or in app feedback
Gather Details
Gather Details
To file a home issue, you must leave notes in admin as well as file a report through JIRA.
Your notes must answer the questions:
Who reported the issue?
Where? (address and part of the house)
When?
Full description of the issue
Example of what your notes should look like:
"Agent John Smith called in to report that at 7005 Gerrards Cross, Plano, TX 75025 - in the main bathroom. At the time of their appointment Dec. 26th (9:00am) they found that water is running out of the toilet and it started to overflow."
Don't forget to leave the ticket number and link to the Home Issue in the notes.
Determine the Priority Level and Category
Determine the Priority Level and Category
Submit the issue via JIRA
Confirm the priority level and category, the severity of the issue supports the priority in which you log the issue.
Priority Levels
Priority Levels
P0: Issues that create serious disruption to home visit, pose a safety risk to a future visitor or immediate risk of severe damage to home.
Time to action: <8 clock hours
P1: Issues that create a very negative visit experience, and/or possible visitor safety risk if not resolved soon.
Time to action: <8 business hours
P2: Issues that result in home falling beneath home condition standards, creating a poor customer experience, but are not immediate or urgent enough to be captured in P0 or P1.
Time to action: <8 business hours
P3: Issues that non-urgent and non-safety issues. These issues are typically around cleanliness or personal bias. These are poor “care signals”, or meaningfully turn off buyers.
Time to action: <8 business hours
Example Ticket
Example Ticket
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