Help · Requests

Following up a request

Status and history, answering queries and rating closed requests.

Status just like parcel tracking

Each request shows a progress bar at the top and, below it, what happens next.

Status	Meaning
Sent	Your report has been sent and is being passed on to your property manager.
Received	Your property manager has received the request and is checking it. It now has a number (for example V-2026-0042).
In progress	Your property manager is dealing with it.
Waiting for your reply	Your property manager has a query – please reply in the history.
With the tradesperson	A service provider has been instructed and will contact you if necessary.
Done / Closed	The request is closed.
Not accepted	Your property manager could not accept the report; the reason is shown with it.

Below the title you can see when the request was last changed – for example its status or subject. In the list of your requests, open requests are at the top, with the most recently changed one first in each case.

History and messages

The History shows your messages (on the right) and your property manager's replies (on the left). Below it, you write another message in the Message to your property manager field, attach photos or PDF documents with Attach photos if you wish, and tap Send. A voice note is only available when you submit a request. While a message is still being transferred, it says “being sent”. If your property manager has a query, the field is called Your reply – with your reply, the request automatically goes back to being processed.

Rating

Once a request is closed, the portal asks How satisfied were you? – from 1 (not at all) to 5 (very), ideally with a sentence about it. Tap a number and then Send rating. Each request can be rated once. Your rating helps your property manager improve.

After the request has been closed, you can no longer write messages. If the problem has not been solved, please submit a new request.

Translation of the German version; the German version is authoritative.