Issues from your clients: close out or dispute what they found

When an organisation you work with finds something on its site for your business to fix, you get an email and it shows under Issues in your portal (the tab appears once you have one). You only ever see your own business's issues, for each organisation.

How to close out an issue

1. 1Step 1: Open Issues and select Open on the issue: what needs fixing, where on site, the priority and when it's due.
2. 2Step 2: Fixed it? Choose It's fixed: close it out.
3. 3Step 3: Under What you did, describe the fix, and add at least one photo or file that shows it.
4. 4Step 4: Select Close it out.

If it isn't yours to fix

1. 1Step 1: Open It isn't ours to fix.
2. 2Step 2: Under Why, explain, and add photos or files if they help.
3. 3Step 3: Select Send the dispute. The organisation reads it and decides.

What happens next

• The organisation accepts your close-out, or sends it back with what still needs doing. A dispute is accepted (the issue is withdrawn) or sent back.
• You're reminded 2 days before it's due, and when it's overdue (then weekly). Overdue issues are also raised with the organisation's site manager.
• History on the issue shows every step. Your workers see your open issues on their worker pass.

Common questions

• No signal on site? Send it anyway: it's kept on the phone with the photos and sent when you're back online.
• Will it stop us signing in? Some organisations show a warning at their gate when a critical issue is overdue. It never stops anyone signing in, but close it out before the due date.

Limits

• Close-out: at least one, up to 6 photos or files, 10 MB each. Every file is virus-checked.