As a contractor, you can be sent both reactive and planned issues to resolve. 

For the majority of reactive issues, there is an occupier attached to the issue (the person who reported the issue). 

Their contact details will appear on the 'Next steps' tab and the 'Detail' tab, so that you can contact them to arrange access to their property to resolve the issue. Further, you will be able to contact them using the 'Comments' tab if you wish. 

Planned issues work slightly differently as there is no occupier attached to the issue, as these issues are created by the agents on a scheduled basis to ensure that they keep compliant. 

Agents have a setting for planned maintenance issues, where they can either provide you with the contact details of all of the occupiers who are registered as living at the property to arrange access to the property or not to provide you with the contact details of any occupiers and instead ask that you arrange access to the property through the agency. 

If You Are Provided With The Contact Details Of The Occupiers    

If you are provided with the contact details of the occupiers who are registered as living at the property, the email will show the following:

This will allow you to contact the main occupier related to the planned maintenance issue as their name, email address and telephone number are all within the email. You can also find this by clicking through on the email where you will be directed to the issue page with the occupier's details as shown below:

However, if you are unable to get a response from this occupier you will also have the ability to contact the other occupiers at the property.

You will need to click on the 'Detail' tab where you will be able to find the contact details of the occupiers who are registered as living at the property: 

From here you will be able to contact other occupiers that reside at this property. 

Further, you will be able to send messages to the occupiers via the 'Comments' tab. 

If You Are Not Provided With The Contact Details Of The Occupiers    

If you do not have access to the contact information of the occupiers then the email will display the following: 

When you log in to enter a job start date, there will be no associated occupier on the 'Next steps' tab:

On the 'Detail' tab it will not show any contact details of any occupiers:

On the 'Comments' tab you will only be able to send a message to the agent.