Ask your installer for help

Something not working, a service due, a manual missing? Send a request to the installer who fitted the item. It goes straight to them, with the item’s details attached, so you don’t have to explain which unit it is.

Send a request

1. Open the item and tap Ask … for help. You can also start from a reminder with Book …, or from your installer’s page.
2. Under What do you need?, write a short title, such as “Annual service” or “Water leaking under the unit”.
3. Under Tell us more, say what’s happening and when you’re free.
4. Add a photo if it helps: JPEG, PNG or WebP, up to 5 MB.
5. Leave the best phone number to reach you, if you like. Only your installer sees it.
6. If something is broken or unsafe, tick This is urgent. Your installer sees the request flagged.
7. Tap Send to ….

Note

If you see “Requests aren’t switched on for your home yet”, your installer doesn’t take requests through Home Maison. Contact them directly: their phone and email are on their page.

Follow a request

Requests lists everything you’ve sent. Open one to see the whole conversation and where it stands:

Status	Meaning
Sent	Your installer has it but hasn’t picked it up yet.
Needs your reply	Your installer has asked you a question.
Installer replied	Your installer has answered.
Scheduled	A visit is booked.
Done	The work is finished.
Cancelled	The request was cancelled.
Declined	Your installer can’t take this one on.
Already being handled	It’s covered by another request they’re working on.

Answer a question

When a request says Needs your reply, your installer has asked you something. Open it, type your answer under Your reply, add up to 3 photos (5 MB each) if useful, and tap Send reply. The request goes straight back to them.

Your installer’s details

Open your installer’s page from Settings, under My installers. It has their phone (with opening hours), email, website, address, and everything they fitted in your home.