Working with a Report

Open a report from Reports to review what happened, record the work and move it to the right stage.

Who can view or change a report

Direct landlord

You can view and manage reports belonging to your own properties. Assignees, branches, contractors and quote approvals are agency features and do not appear.

Agency

Viewers can still read internal information and export a report. Viewer is an internal, read-only team role; it is not tenant access.

Read the summary carefully

A tenant-reported issue shows Issue summary and may show an AI Recommendation. A manual report shows Description instead.

An AI summary or recommendation is a convenience, not a diagnosis, safety check or instruction to approve work. Check it against the tenant's words, photographs, property information and advice from a competent person. For a possible gas leak, fire, electrical danger, flooding or other immediate risk, use the correct emergency process rather than relying on the recommendation.

Conversation and Notes

Tenant reports with messages have two tabs:

• Conversation shows the tenant's exchange with Lettie. Senders are labelled Tenant, Landlord update or Lettie AI. Images and videos may appear with the messages.
• Notes holds the work record written by your team and by Lettie's workflow.

A manual report, or a report without messages, shows Notes as its own section.

The conversation is useful context, but only share the parts a contractor genuinely needs. Agency contractor links use a limited job briefing rather than giving a contractor access to your dashboard or private notes.

Report details

The details panel can include:

• Report Number, Status, Priority, Reported, Resolved and Last updated;
• Property and Tenant;
• Sub Status while the report is Referred to Landlord;
• Assignee in an agency workspace.

Owners, Admins and Members can change Sub status and Assignee within their property access. A sub-status is an internal progress marker; it does not itself book a contractor or tell a tenant.

Add a work note

1. Open Notes.
2. Enter the update in Write a note....
3. Choose the correct Visibility.
4. If needed, choose Attach file. You can attach up to 10 files to one note. Images, PDF, DOC, DOCX, XLS, XLSX, TXT and CSV files are accepted.
5. Choose Save note.

After saving, the note shows its author, date and visibility. A direct landlord, Owner, Admin or Member can delete a non-system work note after confirming Delete note. System-generated notes cannot be deleted.

Private and Tenant Visible

Choose the visibility before saving; these choices have deliberately different effects.

Private

Private is the default. It is visible to authorised internal users who can access the report, including an agency Viewer. It is not shown in the tenant portal and its attachments cannot be opened through the tenant portal.

Use it for internal decisions, contractor contact, prices, access arrangements or anything the tenant should not receive. Private notes are included in an export by default, so check the export option before sharing the file outside your team.

Tenant Visible

Tenant Visible is shown in the report's Updates section in the tenant portal, with its attachments. When the report is tied to an active property and the matching active tenant, it is also recorded in the report conversation as a Landlord update. This still applies after the report itself has been resolved or closed.

For an agency, a templated WhatsApp update may also be sent when all of the following are true:

• the property and tenant are still active;
• the report belongs to that current tenant phone number;
• the tenant portal and Tenant update WhatsApp notifications are enabled;
• a suitable WhatsApp sender and approved message template are configured.

For a direct landlord, there is no agency notification switch: Lettie attempts the shared WhatsApp update when the report matches an active tenant and the shared sender and approved template are available. Saving the note never depends on WhatsApp delivery. If a notification cannot be sent, the note remains saved. A manual report without a linked tenant can therefore save a tenant-visible note without generating a message or portal update for anybody.

Never use Tenant Visible for a message you have not checked. Once saved, the tenant may read it immediately.

Status actions

The actions at the top depend on the current status and your role.

Refer to team

Refer to team moves a report into Referred to Landlord, the human-managed stage. It does not appoint a contractor. On the report list, Requires attention shows reports in this stage.

Mark resolved

Use Mark resolved when the reported problem or planned work has been completed. The full status becomes Resolved by Landlord.

Close issue

Use Close issue when no further action is required, for example a duplicate, cancelled request or report that should not continue. A closed report cannot be reopened.

Both resolving and closing are terminal for the contractor workflow. On an agency report, Lettie cancels open contractor jobs, retires their live job links, expires undecided approvals and retires draft or pending quotes. Check the contractor and quote state before using either action.

Closing does not lock the Notes section. The current report screen still lets an Owner, Admin, Member or direct landlord add work notes and attachments after Mark resolved or Close issue; non-system notes can also still be deleted. Visibility continues to apply, so a new Tenant Visible note on a closed tenant-linked report may appear in the portal and may trigger a configured tenant update. Choose it carefully. A closed report itself cannot be reopened.

Do not use Mark resolved as a temporary waiting status; use a suitable sub-status while work is still in progress.

Export the report

Choose Export at the top of the report.

1. Leave Include private notes selected for a complete internal record.
2. Clear Include private notes before sharing an export with a tenant or another person who should only receive tenant-visible updates.
3. Choose Export as PDF for the report record.
4. If attachments exist, choose Export as ZIP (with attachments). Lettie downloads the report PDF and an attachment ZIP. The ZIP option is unavailable when the report has no attachments.

The attachment export follows the same private-note choice. Always open the downloaded files and check their contents before sending them on.

Agency contractor and quote cards

Agency-managed reports may also show Contractor and Quotes. These cards are read-only for Viewers and stop accepting actions once the report is resolved or closed. See Contractors, quotes and approvals for the complete process.