How we run the day

When: Every working morning before 08:45, and whenever more than five requests are waiting.

1. Open Team and check who is off, on a short day, or blocked (lunch, training, holiday).
2. Open Schedule for today. Every request is planned by itself, at proposed level, the moment it arrives and at every sweep: inside the renter's window and the property's access hours, with the reason for each stop.
3. Read Waiting for a slot. Each one says what blocks it and the first slot that would work on another day: offer that slot, widen the window with the renter, or overbook on purpose with a reason from the viewing page.
4. Press Optimise proposed stops once everything is placed. It only moves what nobody has been told about.
5. Confirm with renter and agent from each viewing page, VIP and second viewings first. Confirmation raises the commitment level: from here on changes cost.

When: The moment the call comes in, before anything else.

1. Report it: on Now press Someone called in sick under Something happened?, and the guide lights Off sick today under Team (or use Agent called in sick on any of their viewings; the agent can do it from their own page). The engine proposes at once, one way recommended out of three, and you land on the first of their viewings with the next button already lit.
2. Open one of their viewings. The path starts with Ask X (agent) if they can take ...: one message with every viewing that would land on the covering agent. Sending it parks the proposal until 45 minutes before the first viewing.
3. Log what they said. Yes confirms the plan and counts as their OK; no puts the next way out on the table. Locked and in progress viewings are never moved for you: decide those by hand.
4. Work the Tell steps on the same card, and the links to the other viewings of the re-plan, until nobody is left. Phone first for anyone who was already confirmed.
5. If a re-plan sits undecided for 45 minutes the rules escalate it to the manager. Waiting for the agent's answer stops that clock; do not let it run out.

When: As soon as an agent or the office reports it.

1. On Now press A key cannot be found under Something happened?, tap the viewing it is about, and the report form opens with the guide's finger on it. Or check the key register first: who signed it out last and when it was due back.
2. Report Key cannot be found on the viewing. A proposal parks the viewing and offers the freed slot to the waiting list; hold it while you chase the key. From here the guide lights each step: the holder to call, their answer, the decision, the Return.
3. If the key turns up in time, press Return in the key register: the proposal withdraws itself and the viewing stands. If not, confirm the proposal and tell the renter with one clear call, offering new times.
4. Return the key to the office safe the same day and mark it returned in the register. An overdue key needed today escalates automatically.

When: Whenever Access and keys shows red or amber, and at 09:00, 12:00 and 16:00 regardless.

1. Work the red list first: overdue or failed checks. Phone the occupier or the building manager and record it in They replied with Phone as the channel and Access is confirmed as the result.
2. Then the amber list: checks due inside two hours. A WhatsApp or SMS access check is fine here, the reply lands on the timeline and on the viewing's path.
3. If they can only open at other hours, pick Whoever opens the door can only do another day or time: the slot is looked for inside their hours and the renter is asked before anything moves. If access fails outright, report it from the viewing.
4. Keep the master data honest under Properties: Access details (who opens, how, the code, the notice) and the access windows. The planner then refuses slots outside them.

When: Every request, from any channel, inside the target time (see Team, targets).

1. On the phone, open Are we free? from Now: pick the property and the day, tap the hour the caller asks for, read the script. Green books now, amber books with access to confirm, red offers the nearest free hours.
2. Check the property is live and ready under Properties. A paused listing cannot be booked; an in prep one gets a note for the agent.
3. Pick the existing renter if there is one. The duplicate check runs before a new contact is created: trust it.
4. Choose the kind: in person, video (no travel, shorter), or second viewing after an offer (needs the offer reference, planned as high priority).
5. Tick Earlier if possible when the renter says so. Freed slots on the next days are offered to these renters first.
6. Save it: the request is planned by itself at proposed level, or lands in Waiting for a slot with the reason. Then confirm with renter and agent, or leave it at proposed level if the day may still change.
7. A batch from the portals goes in from Import requests from a spreadsheet at the bottom of the same page: file or pasted rows, template to download, bad rows rejected one by one.

When: When Sales hands over a Build to Rent block or a landlord with several units.

1. Ask Sales to run the capacity check for the zone before any promise is made. The check proposes a realistic promise when the requested one does not hold.
2. Complete the handover with an operational owner and the promised hours. This is the record of who promised what.
3. Bulk upload the units with their access type, contact and access windows from the CSV (choose the file, or paste; download the template first). Rejected rows come back one by one: fix and re-upload only those.
4. Set readiness on each unit as photos, video and EPC come in. Units stay in prep until then.
5. Design the building's access windows once, from the building card under Properties, and let the planner do the rest.

When: Last hour of the shift.

1. Open Data health. Clear anything red: undecided disruptions, keys not returned, confirmations not shared with the renter.
2. Open Escalations. Nothing you own should stay open overnight without a note.
3. Plan tomorrow: Schedule, tomorrow. The requests are already planned; clear Waiting for a slot, then confirm the morning viewings so agents wake up knowing their first stop.
4. Export today's schedule and the KPI CSV if the weekly report is due. The Monday report goes out by itself when email is configured.