Service Requests
Clients can submit Service Requests directly through the portal when they need cleaning work outside the regular schedule — a spill, a post-event clean, or a one-off requirement.
Submitting a request (client)
Section titled “Submitting a request (client)”- Log in to the client portal
- Go to Service Requests
- Click New Request
- Fill in:
- Property
- Venue (the specific area that needs attention)
- Request type (e.g. Reactive Clean, Emergency, Inspection)
- Urgency (Low / Normal / High / Urgent)
- Description — the more detail, the faster the team can respond
- Submit
Email confirmation
Section titled “Email confirmation”The client receives an automatic email confirmation immediately after submitting. The email includes:
- A unique reference number (e.g. SR-2024-0042)
- The details of the request
- An estimated response time based on the urgency level selected
Clients can quote this reference number when following up with the FM company.
Handling requests (provider)
Section titled “Handling requests (provider)”New requests appear in your Tasks section tagged as Reactive and flagged with a notification badge. To action:
- Open the request from the Tasks list (filter by type: Reactive)
- Review the details and urgency
- Assign a worker
- Set a due date and time
- Save — the request automatically converts to a task
The client is notified by email when a worker is assigned.
SLA expectations
Section titled “SLA expectations”| Urgency | Expected first response |
|---|---|
| Low | Within 48 hours |
| Normal | Within 24 hours |
| High | Within 4 hours |
| Urgent | Within 1 hour |
These are guidelines — actual SLAs depend on your contract terms with the client.
Request statuses
Section titled “Request statuses”| Status | Meaning |
|---|---|
| Submitted | Client submitted, awaiting assignment by the FM team |
| In Progress | Worker assigned and task is underway |
| Resolved | Task completed by the worker |
| Closed | Client confirmed the issue is resolved |
Closing a request
Section titled “Closing a request”Once the task is marked Done by the worker, the status moves to Resolved. The client receives an email notification and can log in to review the completed task record.
The client can then:
- Close the request to confirm resolution, or
- Reopen the request if the issue was not fully addressed
Reopening a request creates a follow-up task with the original request linked in the history.