How to raise a ticket, and what happens next
Raise a ticket and you get a reference number. Expect a reply within 24–48 hours — and if that does not happen, the people to escalate to are named on this site.
A ticket is the front door for anything that has gone wrong after a sale — a lock that is not behaving, an installation to schedule, a part to replace. It exists so that your problem has a number, and so that number belongs to somebody.
- Open the contact dock from any page and choose “Raise a ticket”, or use the button on this page.
- Describe the problem and the property. If you have a PI number or an invoice, include it — it saves a round trip.
- You get a reference number back. Keep it; everything after this is tracked against it.
- Expect a reply within 24–48 hours.
If nobody replies
This is the part most companies leave out. If the ticket goes quiet, the people to escalate to are named on the contact page with their own numbers — a sales manager, a support manager, and the head of all departments above them. No ticket disappears into a queue nobody owns.
Have your ticket number before you escalate. The first thing anyone will ask for is the reference, and without it the escalation starts again from the beginning.
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