With such a wide variety of jobs for Shepherds to do, inevitably sometimes not everything goes entirely to plan. Here is a list of typical problems that Shepherds encounter, and the solutions that work best:
Q. The keys aren't in the lockbox! What do I do?
A. If you're conducting a scheduled inspection and expecting to find keys in the lockbox, but you find it empty, the first thing you should do is ring the bell of the property you are trying to access. Sometimes a cleaner might have stayed late or somebody else has arrived before you. If somebody is inside, they will let you in but you should also contact us to let us know that's the case.
Q. The keys are present but they don't seem to open the door?
A. Firstly, make sure that there's no electric fob or coded entry that you might have missed. If you're having trouble with the keys, please try pulling the door towards you or pushing it away while you turn the key - this usually works. If you're still not able to gain access, get in touch with us and we will aim to find further information from the client.
Q. I can't find the lockbox?
A. Lockboxes are not always situated on the site of the property and can sometimes be a minute or two's walk away. Often they are attached to railings or bike racks. You should ensure that you have thoroughly read the details on where to find the lockbox in the job info provided. Often there is a link with the job details that shows you a pictorial guide of how to find the lockbox. If you still can't find it, then please contact us.
Q. There is already someone in the property. What should I do?
A. Occasionally you may find that a guest has arrived early or a cleaner or maintenance person is inside the property when you arrive. Please contact us and let us know this is the case and we will liaise with the client to see if they still want the inspection to go ahead.
Q. I'm meant to be meeting someone at the property but there is no answer?
A. Unfortunately, when meeting people to gain access to a property, people can often be delayed. If you arrive at the property and find no answer, please contact our Operations team via text or phone as soon as possible. We'll then contact the company and find the reason for the delay. We ask Shepherds to wait 15 minutes while we try and establish what is happening. After 15 minutes, we may have to cancel the task.
Q. What happens if a task is cancelled?
Occasionally, if we are unable to access a property, we may have to cancel tasks. If this is no fault of your own (e.g. the company cancels), we will usually still pay you for this task (please confirm this with the Operations team). We then ask that you still create a short report using the Shepper app, adding a photo of the exterior of the property and adding comments to explain the situation.