When the right answer is a phone number
Tenants are allocated from the state waiting list. A failed heater or a broken lock is not an inconvenience for them. Two jobs dominate the site: reading your tenancy conditions, and reporting a repair. Both had to work on a phone, in a hurry, and sometimes in distress. The repair path also had to tell a real emergency from a dripping tap before anyone was left in a queue.
The tenant handbook is searchable and organised by tenancy stage: before you move in, moving in, living in your home, moving out
A staged repair report asks the triage questions up front, so a request arrives already classed as urgent, priority or non-priority
On the urgent path the form stops. When the answers indicate danger it hands over the 24-hour phone number instead of taking a submission that would sit in a queue
Access and safety conditions are asked at the point of entry, including whether an adult will be on site when a tradesperson attends
A repair entry point held on every tenant page, because that is what most visits are for
Property listings for homes in development, alongside the public news, donation and contact paths
Urgent repairs leave the website entirely and reach a 24-hour line
Requests arrive carrying the answers needed to classify them, so triage happens at intake
Tenancy conditions became searchable and answerable in place, rather than a PDF a tenant had to find and open