What information should I include when reporting a problem?

When you report a maintenance issue, clear details help the Scape team understand the problem and send the right support as quickly as possible.

What to include

• Your location: include your room number and the exact area affected, such as the bathroom, kitchenette, desk, wardrobe, shared kitchen or corridor.
• A clear description: explain what is happening, what is not working and whether the issue is getting worse.
• When you first noticed it: let the team know when the problem started or if it happens at certain times.
• Photos or videos: add these through the Scape app if they help show the issue, especially for leaks, damage, error messages or missing items.
• Your availability: share when maintenance can access your room, if access is needed.

For example, instead of saying “the sink is broken”, it is more helpful to say “the bathroom sink in room 305 is draining very slowly and has been like this since yesterday morning”.

If the issue is urgent, such as flooding, a total power failure, loss of heating or hot water, or a security issue with your door or lock, contact reception directly. Reception is available 24/7 and can prioritise urgent support.