What a customer sees in the portal
When you sign in with a customer account you land in the Customer dashboard: your properties, what is planned for them,
what has been done, and the proof. Apart from raising and commenting on complaints you cannot change anything here (it
is a window onto the contractor's work, not a control panel), and you cannot see anything that is not about your own
properties.
What the window shows is also up to your contractor, per person: your access carries switches for the dispatches, the
prices, the upcoming work and the end times, so a colleague on the same customer may see more or less than you do. If a
section named below is missing from your dashboard, that is why; ask your contractor rather than looking for a setting
of your own.
The customer dashboard
The overview
- Dispatch overview for the season: how many drives, and the split by work type.
- Planned dispatches: what is scheduled, and {0} locations are included in upcoming dispatches. in Alerts, alongside
Latest dispatch completed ….
- Last dispatch and Monthly trend: the season month by month.
- Season: the totals follow your contractor's season range; All shows everything on record.
If you hold access to more than one customer with the same contractor, they are all collected in this one dashboard:
every address, visit, price and complaint together, and the label under your name says how many customers it covers.
There is nothing to switch between. Only if you hold access with two different contractors does the profile menu offer a
Switch between those businesses.
Your addresses
Address overview lists every address of the customer, searchable by name or address, with Active location / Inactive
location and, where set, This location will become inactive on: …. Open one for its Details: the map, Keycode, Property
ID, Nickname, Description, and the drawn areas; Prices (Work price, Paid per hour, Extra fees); Rules the contractor
chose to share (No customer-visible rules. otherwise); Holidays; and Uploaded files.
The work
Dispatch history is the record. Each dispatch shows its status (Planned, In progress, Completed, Unable, Removed,
Cancelled), the Work type, the Timings (Check In and Check Out, when the contractor shares end times for the address),
the driver's Dispatch note, and the photos taken at the address, which you can expand. An address without photos says No
dispatch images available. A dispatch worked at a recorded Snow depth shows it, in inches or centimetres as your
contractor measures, on the history row, on the dispatch's overview, and on the address it was worked at (see Pricing by
snow depth). Filter by Date range, and Export CSV for your own records.
Work follows the customer it was ordered for: if a property changes hands mid-season, the new customer sees the
dispatches from the hand-over onward, and the previous one keeps the history before it.
Complaints
The one thing you can add in the portal is a complaint. Open the address and its Complaints tab: the list shows each
complaint on the address and whether it is open, resolved or archived. Press New complaint to raise one: the Date,
Raised by (Optional. Who complained, if it was not you.; whatever you leave blank is filled in from your own profile), a
Description and Photos. Your contractor is told at once.
Open a complaint to read it and to write in its Comments; your contractor answers there. When the contractor promised
you a time, the complaint shows it as Deadline to fix, with a countdown and, once the work is done, whether it was done
in time. Resolving is up to your contractor, and when a complaint you raised is resolved you get an e-mail, Your
complaint about the address has been resolved, with their note. Email notifications on My Account turns that mail off.
What stays with your contractor: who carried out the work, how they judged the complaint, the deadline they gave their
own supplier, and any money settled between them.
What is not here
- Invoices. The portal has no invoice list, download or payment; invoices come from your contractor's accounting
system as they always did.
- Who did the work. You see your contractor, never their subcontractors, their drivers' names or what anyone was paid.
- Other customers. Only the customers you were given access to are collected; nothing of anybody else's.
- Anything marked hidden. Files, rules and images the contractor did not share with you do not appear.
- Anything your access switches off. When your contractor turned off dispatches, prices, upcoming work or end times
for your account, those are not in the pages or in the CSV: an amount reads 0, a visit shows its date only, a
planned dispatch is simply not listed. With several customers collected, the strictest of their switches applies to
the whole dashboard.
Your account
Manage account at the bottom of the menu lets you change your name, email, phone, password and language. Log out ends
the session. A customer account cannot be given staff rights; if you also work for a contractor, that is a separate
login.
See also
- Give a customer access to the portal
- Choose what a customer sees on their dashboard
- View the portal as a customer
- Who sees a dispatch