From messy handover complaint to clean issue register.

This sample shows the core value without needing a full portal: sort the issue, request what is missing, draft a calm reply, and leave decisions with the builder.

View offer Request pilot

Before

Raw messages.

Email: Hi, we moved in 5 weeks ago and the ensuite vanity is swelling under the basin. The plumber came once but it still looks wet. Also the ensuite door is scraping the frame. Can someone fix this under warranty?

Text: I attached pics but not sure if they came through. There is a video too.

Attachments: two close-up photos of vanity base, one dark hallway photo, one 14-second video of door scrape.

After

Builder-ready register.

Issue	Priority	Missing	Likely next step
Ensuite vanity swelling below basin	Medium-high	Wide photo, leak status, date first noticed, whether water is active	Ask plumber to inspect before joinery decision
Ensuite door scraping frame	Medium	Door gap photo, humidity context, whether issue changed after leak	Check moisture cause before carpenter call-up
Attachment quality	Low	Room context photo and clear file names	Request 3 labelled photos

Draft client reply

Approval-held wording.

Thanks for sending this through. We have logged the vanity swelling and ensuite door movement for review. Before we book the next inspection, could you please send one wider photo of the vanity area, one photo showing the door gap, and confirm whether any water is currently leaking or pooling? Once we have that, we can review the correct next step with the relevant trade.

Boundary: this draft does not accept liability, promise warranty coverage, or dispatch a trade without builder approval.

Owner handoff

What Heyaro flags.

Potential moisture issue should be ruled out before treating door movement as carpentry only.
Current evidence is too close-up for a clean record.
Client is asking a warranty question; keep wording neutral until builder reviews.
Suggested owner decision: approve missing-photo reply, then assign plumber inspection if active water is confirmed.

Pilot decision

The sample creates a simple yes/no test.

The builder should be able to decide quickly whether this saves enough admin time to justify a paid pilot.

Useful

Move to paid pilot

Connect one intake lane and produce weekly owner-approved defect summaries.

Almost

Tune categories

Adjust urgency rules, trade labels, reply tone, and missing-photo requirements.

Not useful

Kill fast

If the builder already has this solved, do not build heavy software for them.