From fault to fix: How we handle defect reports at SATO

A leaking tap, a cold radiator or an oven that is playing up can make everyday life surprisingly tricky. In a SATO rental home, you do not need to repair these faults yourself. All you need to do is submit a defect report. But what actually happens after that?

A home gets a lot of use in everyday life, so it is perfectly normal for something to need maintenance or repair from time to time.

“SATO’s experts and partners handle thousands of defect reports every month. The most common ones are faults with water fixtures and household appliances, repairs to kitchen fittings, and reports related to the temperature in the home,” says Service Director Titta Paananen.

She has followed everyday life in SATOhomes closely for almost a decade, also in her previous roles as Customer Service Director and Head of Rental Services Support.

When and how should you submit a defect report?

It is best to submit a defect report as soon as you notice a fault in your home. A small leak in a toilet, for example, may not seem like a big issue, but it can waste a surprising amount of water for no good reason.

“The easiest way to submit a defect report is in OmaSATO. You do not need to know who is responsible for the matter, as your report will be directed straight to the right expert based on the topic,” Titta advises.

Even though the report moves through the system digitally, a real person takes care of it: usually a House Expert or property caretaker. House Experts handle repairs inside apartments, for example, while the maintenance company is responsible for outdoor areas and cleaning.

How soon will the fault in my home be repaired?

Many small repairs, such as fixing a leaking tap or replacing a shower head, are usually dealt with quickly – sometimes even on the same day. On average, House Experts resolve defect reports within a couple of days.

Sometimes a specialist is needed, such as an electrician or plumber. In that case, the House Expert will forward the defect report to a partner, and the repair may take a little longer.

“It is also good to remember that defect reports are not handled in the order they arrive. The most urgent repairs are prioritised,” Titta points out.

SATO will always keep the resident up to date on the progress of the work by email, and you can also follow the progress in OmaSATO.

What makes a good defect report?

“A good defect report is, above all, clear. You do not need to use technical terms or explain everything in great detail. It is enough to describe, in your own words, where the fault is and what kind of fault it is,” Titta says.

A photo can be a big help in a defect report.

For example, it is a good idea to take a photo of a tap or toilet so that the whole fixture is visible. A photo of the type plate on a household appliance helps the House Expert bring the right spare parts with them in advance, which can speed up the repair.

It is also useful to mention if there are pets in the home, or if there is anything else the repair person should know before visiting your home.

Do I need to prepare for the repair visit?

“The resident usually does not need to do much to prepare for a repair visit. The House Expert will let you know if something needs to be done, such as emptying the cupboard under the sink,” Titta says.

There are, however, a few things worth keeping in mind to make sure the visit runs as smoothly as possible – or, as we like to say, runs like SATO.

If you have asked for the visit to be agreed with you in advance, keep your phone nearby and answer calls from numbers beginning with 020.

If you have given permission for your home to be entered with a master key, remember to leave any security lock open.

In homes with dogs, the repair visit is always agreed for a time when the owner is at home.

What if you feel unsure about letting a repair person into your home?

“You can recognise a House Expert by their work clothes, and they always carry an ID card. You can ask to see the card if it is not already visible,” Titta says.

When should a defect report be made immediately?

Sometimes a fault requires quick action, and in those situations getting in touch cannot wait until the next day or over the weekend. Urgent faults include water leaks where water is running onto the floor or into structures, blocked drains, and fuse or electrical faults, such as a loose socket in a wet room.

Report an urgent fault immediately by phone: on weekdays from 8:00 to 16:00, contact SATO Customer Service, and at other times call the maintenance company’s emergency number. You can find the emergency number in OmaSATO and on your home building’s noticeboard.

“If a household appliance or socket is not working, it is worth checking the fuse box before calling to see whether a fuse has simply tripped,” Titta says.

What should I do if the fault gets worse?

If the fault gets worse after you have submitted a defect report, you should get in touch again, especially if the situation becomes urgent or starts causing a problem that was not there when you submitted the original report.

Can I cancel a defect report?

Yes, but you cannot cancel it directly through OmaSATO. You can, however, contact SATO Customer Service and let them know that the repair is no longer needed.

This content has been translated with the help of generative AI. Tämä sisältö on käännetty generatiivisen tekoälyn avulla.