Escalating a fault to another organisation

Not every fault is yours to fix. A flickering light in a shared corridor, a problem with the building's heating, a security door on a communal floor — these belong to the building owner, not the tenant. When that happens, you transfer the fault to the organisation that should handle it. Transferring is how a fault is escalated up to your landlord (or routed to any other organisation you're allowed to hand it to).

In a nutshell: Open the fault, click Transfer on the Managed by row, choose the organisation, add a reason, and confirm. The fault moves to their queue as Open; your team stays involved so you can still follow it and comment.

Who this is for

Whoever currently owns the fault — a member of the team it's Managed by. You can only transfer a fault your team currently owns. If your team was previously involved but has since transferred it away, you can't pull it back (only the current owner can move it on).

Before you start

You can only transfer to organisations that have been set up as valid destinations for you:

• Escalating up to your landlord works only for the landlord teams your building owner has chosen to accept faults into. Your landlord controls this.
• The building owner can route faults down to your team only if your team has been shared with them.

The app takes care of this for you — the Transfer picker only ever lists organisations you're actually allowed to send the fault to. If the organisation you expect isn't there, contact your platform administrator to have the escalation path set up.

Note: The Transfer button only appears when your team owns the fault and there's at least one valid destination available.

How to transfer (escalate) a fault

1. Open the fault in Fault Reporting.
2. Find the Managed by row — it shows the organisation currently handling the fault.
3. Click Transfer.
4. Under Select organisation, choose where the fault should go (for an escalation, this is your landlord). If there's only one valid destination, it's shown directly.
5. Add a Reason (optional) — a short note on why you're transferring. This is strongly recommended: it's the first thing the receiving team reads. For example, "Building electrics, not tenant fit-out."
6. Click Transfer.

What happens after a transfer

• The organisation you chose becomes the new owner (the "Managed by" team) and the fault appears in their queue.
• The fault's status resets to Open and any assignee is cleared, so the receiving team triages it fresh.
• Your team stays involved. You can still open the fault, read its full history, and add comments — you're just no longer responsible for resolving it.
• The transfer, and your reason, are written to the Activity timeline so everyone can see where the fault came from and why.
• The receiving team's leads are notified that a fault has landed with them.

Following a fault after you've escalated it

You don't need to chase. Once you've transferred a fault:

• It still appears when you filter Fault Reporting to your Team scope — now shown as owned by the other organisation, with your team as an involved party.
• You can add comments to nudge or add information, and the handling team will see them.
• The reporter continues to be kept informed automatically, and sees updates as the new team works it.

If a fault was transferred by mistake

Only the current owner can move a fault. If a fault ended up with the wrong team:

• If you still own it, transfer it on to the correct organisation.
• If it's already been transferred away from you, ask the current owner (shown on Managed by) to transfer it — either back to your team or on to the right place. They can transfer it to any organisation that's been involved so far, including the previous owner.

Related articles

• Reporting a fault
• Managing your fault reports
• Managing the team that receives your fault reports

Updated on: 15/07/2026