👨🔧 Who are the 'Operations' team?
Not all heroes wear capes! Our Operations team consists of dedicated on-the-ground experts who handle maintenance issues in your home. Whether it’s a malfunctioning appliance, or other maintenance concerns, the Operations team is here to assess and, where possible, resolve the issue for you and your housemates.
It's important to note that we encourage members to attempt resolving minor issues themselves before reporting them. The Help Centre contains many articles explaining how to troubleshoot most common issues, so we recommend checking there first. Additionally, when you start a conversation with the Support team through the app, we’ll provide helpful information to guide you in resolving the issue independently wherever possible.
While our Operations team is here to support you, please remember your responsibilities as a member. Your cooperation and proactive approach help us ensure that issues are resolved efficiently and effectively for everyone.
👩💻 How does issue resolution work?
Here’s how to report and resolve an issue:
Report the issue: Use the app to report the problem. You can find your Support team under 'Support' → 'Get hep & chat with us' →'Messages'.
Provide details: When reporting an issue, please provide as much detail as possible to help us understand and address it effectively. Include a clear description of the problem, any relevant context (e.g., when it started or any steps you've already taken to fix it), and supporting evidence such as photos or videos.
For example:
Photos: Show the affected area or item clearly, ensuring the issue is visible.
Videos: If the issue involves sound (e.g., a strange noise from an appliance) or movement (e.g., a malfunctioning mechanism), a short video can be very helpful.
Details: Include specifics like the location of the issue (e.g., "bedroom window latch"), the make or model of an appliance, or any error messages displayed.
The more information you provide, the faster and more accurately we can assess and resolve your concern. Thank you for your cooperation!
Ticket creation: If the issue cannot be easily resolved by members or via support instructions, a ticket will be assigned to the Operations team.
Assessment and action: The Operations team will assess the problem and take the necessary steps to resolve it.
Updates in the app: You’ll receive updates directly in the app under the "Support" → "Current Issues."
Follow-up on resolution:
After a technician visits, we may ask you to confirm whether the issue has been resolved.
Please respond within a few days:
If unresolved: Contact us via the app, choose 'Follow up on existing issue' and provide us with more information.
If resolved: Close the ticket by tapping the issue, selecting the three dots in the top-right corner, and choosing "Close Issue."
❗Important: If we don’t hear from you within 24 hours, we’ll consider the issue resolved and close the ticket❗
✅ What type of issues do the Operations team help with?
The Operations team handles problems involving items or infrastructure supplied by LifeX, such as:
Broken or malfunctioning furniture and appliances provided by LifeX.
Repairs or replacements for home infrastructure (e.g., plumbing, electricity, or heating).
❌ What type of issues are outside the Operations team’s scope?
The Operations team does not assist with:
Personal items that are lost, broken, or missing.
Requests to change or add furniture, appliances, or decorations for aesthetic purposes or personal preferences.
⚖️ How are issues prioritised?
The Operations team manages issues across multiple homes in your city. Here’s how we prioritise:
Critical issues (e.g., water leaks, no electricity) are addressed immediately.
High-priority issues that affect daily life (e.g., broken appliances) come next.
Less urgent issues are handled as resources and time allow.
⏳ How long does it take to resolve an issue?
We aim to act as quickly as possible, but we typically do not provide specific timeframes. Resolution time depends on:
The type and urgency of the issue.
Coordination with third parties like landlords, technicians, or plumbers.
While some delays are outside our control, rest assured we’ll keep you updated every step of the way via the app.
🚨 Emergencies:
During working hours (7am to 7pm CET):
For urgent issues (e.g., water leaks, no electricity, or no water), please go to the app and navigate to 'Support' → 'Emergency' in the top-right corner. A member of our support team will assist you there immediately.
Outside working hours
For urgent issues (e.g., water leaks, no electricity, or no water), please go to the app and navigate to 'Support' → 'Emergency' in the top-right corner. If necessary, you will be provided with an emergency contact number to call for further assistance.
We hope this provides a clearer understanding of the Operations team and their services. For further questions, browse our Help Centre articles or reach out to us in the app!