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Reporting an Issue from Properties

Overview

At Click, we strive to capture high quality property marketing content with every booking. However, certain site conditions may impact our ability to deliver as expected. Our Report an Issue function, used by our contractors via the Click App, ensures transparency when challenges arise on site.

This function allows contractors to report issues that affect deliverables, particularly those impacting quality, the number of images taken, or the ability to complete a floorplan. Every reported issue includes a proposed solution from the contractor, ensuring proactive decision making.

This article covers how issue reporting works, how you’ll be notified, and what to do if you need to intervene.

How Issues Are Reported

Contractors report issues directly from the property using the Click App. Each report is structured around four key variables:

  1. Service Affected – The specific service impacted (e.g., Photos, Floorplan, Video).

  2. Location of Issue – The area of the property affected (e.g., Bedroom, Kitchen, Whole Property).

  3. Nature of the Issue – The specific problem encountered (e.g., Messy, Obstruction, Access Issue).

  4. Proposed Solution – The contractor’s decision on how to proceed (e.g., Skip the affected area, Adjust compositions, Capture as is, or Revisit required).

All issues are reported in real time, ensuring timely communication with clients.

Client Notification Process

When an issue is flagged, Click will notify all relevant parties in the following steps:

1. Automated Email Notification

  • An email is sent to everyone on the distribution list, detailing the issue and the contractor’s proposed solution.

  • This email is generated automatically and serves as an initial alert, ensuring all relevant parties are informed immediately. It provides a summary of the issue, the affected service, and the contractor’s proposed solution, allowing for quick decision making if any adjustments are needed before the contractor leaves the property.

2. Follow Up Communication

  • A member of our Customer Success (CS) Team will call you to discuss the issue and answer any questions.

Tip: We recommend reviewing the email thoroughly and sharing it with your team before assessing the final output from Click. Many queries about missing photos or angle selection can be addressed by referring to the reported issue.

Common Issues Reported & Their Solutions

Here are some of the most frequent issues encountered on site and how they are handled:

Issue Example Contractor's Proposed Solution
Access Issues A tenant has locked their room in an HMO and is not present. Skip room, focus on accessible areas.
Extreme Clutter A room is too messy to be photographed to Click’s standard. Focused on other areas to generate more marketing material
Obstruction Scaffolding covers the front of the property. Captured the externals as it is.
Weather Conditions Heavy rain prevents external photography. Revisit for externals another day (chargeable).

What If You Disagree With the Contractor’s Decision?

Click’s contractors always proceed with their proposed solution unless the client intervenes. If you wish to change the contractor’s decision:

  • Act Fast! You must contact our Customer Success Team before the contractor leaves the property.

  • How to Get in Touch:

    • For Prime & Super Prime Bookings: Call or email CS immediately.

    • For Core Bookings: Reply to the automated email.

If no response is received in time, Click will proceed with the contractor’s decision to prevent further delays. Revisit requests can be scheduled after the booking is completed, but these will be chargeable.

How to Review Past Issues

We recommend referring to your email history to review any previously reported issues.

If you have further concerns or require clarification, our Customer Success Team is available to assist. Reach out to us at info@clickmediagroup.co.uk.

Final Considerations

  • The Report an Issue function ensures full transparency when site conditions affect deliverables.

  • Contractors always propose a solution and proceed unless otherwise instructed.

  • Clients must respond before the contractor leaves if they wish to amend the proposed solution.

  • For urgent issues, ensure you are available to respond promptly to avoid delays or additional revisit charges.

Contact Us

For more tips or to book your property shoot, contact us today: