Using the Home Page
Home is the first page you see for an account in the Customer portal: what is happening on your account at a glance. It greets you with Good morning, Good afternoon or Good evening and the first word of the name on your sign-in, with today's date and the account's name under it. If that name is wrong, ask your service provider to correct it; the portal has no screen to change it. Then it shows up to four figures across the top, and under them the next engineer visits and your latest calls. Every figure and every row opens the page behind it. Select Home in the menu to come back to it from anywhere.
What do the figures at the top of the Customer portal Home page show?
The four figures at the top of the Customer portal Home page are Visits booked, Latest call, Logged this month and Balance due, and each one is a button that opens the page behind it. Two of them appear only if your service provider lets your sign-in see visits or balances.
- Visits booked — how many engineer visits on your account have a booked time that has not ended yet, counting a visit that is under way now. A visit your service provider cancelled is still counted until its booked time has passed, so select the figure and check each visit's status on Visits. Under the number it says when the next one is, today or on which day and at what time, or none booked. Select it to open Visits.
- Latest call — the number of the most recent call logged on your account, with its status and the date it was logged. Select it to open that call. If there is no call to show, it says none to show, and there is nothing to open: either no call has been logged on the account, or none is one your sign-in shows. Ask your service provider if you expected one.
- Logged this month — how many calls were logged on your account since the first of this month, with how many were logged since Monday under it (this week). Select it to open Calls, already showing this month's calls.
- Balance due — the total your account owes, with the part that is two months old under it (at 2 months). Select it to open Account, where the full balance is broken down. If your account is billed to another account, such as a head office, this is that account's balance.
The figures count only the calls your sign-in may see, so they always match the lists they open. They show what was true when you opened Home and do not change while you look at them, so reload the page to see a call or visit added since.
Can the Customer portal Home page show my open calls, or the calls finished this month?
No. The four figures on the Customer portal Home page are fixed: there is no figure for open calls, for calls finished or closed this month, or for overdue visits, and you cannot add, remove or rearrange the figures or lists on Home. Logged this month counts calls by the date they were logged, not the date they were finished.
- To see the calls that are still open, select Calls in the menu and choose a status in the Status box above the list; the statuses are your service provider's own.
- To see calls from earlier months, select Logged this month and then All on the Calls page.
- To see more visits than the next four, select All visits under Coming to your site, or Visits in the menu: the Visits page opens on Coming up, and Earlier lists the visits that have already happened.
The Customer portal has no reports page and no export, so the four figures on Home and the Balance due card on Account are the only summaries it shows. Ask your service provider if you need a report of your calls or visits.
What is the Coming to your site list on the Customer portal Home page?
Coming to your site on the Customer portal Home page lists the next engineer visits booked for your site, up to four, grouped by day, with a line marking the time now on today's list. Select All visits to open the Visits page with every visit. Home is a summary, so the rest of your visits are on Visits and the rest of your calls on Calls: Latest calls, under it, shows only five, and All calls opens the full list.
Each visit shows its start and end time (just the start time when the visit was booked without a length), what the call is about (or A visit on this call when the call has no description), the call number and the visit's status, and the name of the engineer who is coming. Where the service team is handling a visit itself rather than a named engineer, it says The office is handling this one. Select a visit to open the call it belongs to. A visit shows the engineer's name only: not their phone number or photo, and no notes about that visit. What was done on the call appears on the call's own page, under What was done, once the work is finished. You cannot confirm, move or cancel a visit from Home, or anywhere in the Customer portal; to change one, contact your service provider and quote the call number.
A visit that is under way stays in the list until it is due to end. If nothing is booked, the list says No engineer visits are booked. When the office books one it appears here, with the engineer’s name.
The times are the ones your service provider booked, not live arrival times: the Customer portal does not show where the engineer is or when they set off. Home also shows what was true when you opened it and does not update by itself, so reload the page to see a visit booked since.
Coming to your site and the Visits booked figure appear only if your service provider lets your sign-in see visits.
What is the Latest calls list on the Customer portal Home page?
Latest calls on the Customer portal Home page shows the five most recently logged calls on your account that your sign-in may see. Each row shows what the call is about, its status, its call number, its type and the date it was logged. Select a row to open the call, or All calls to open the Calls page with every call. The list does not say who logged a call, and that is not shown anywhere in the Customer portal. To see which engineer is booked, open the call: its Visits card names the engineer for each visit, if your sign-in shows visits. The portal never names who in the service team is handling a call, so ring them and quote the call number if you need to know. Home is a summary, so the rest of your calls are on Calls, and the rest of your visits on Visits: Coming to your site shows only the next four, and All visits opens the full list.
If the list says No calls to show. Your sign-in shows the statuses the office has given it, so a call appears here once it reaches one of them., there are no calls on this account that your sign-in may see. There may be no calls on the account yet, or your service provider may limit which calls your sign-in shows, for example to calls of certain statuses or types, or calls logged after a certain date. A call you logged may not appear until it reaches one of the statuses your sign-in shows. Contact your service provider if a call you expect is missing.
How do I log a call from the Customer portal Home page?
Select Log a call at the top right of the Customer portal Home page to report a new fault or request a visit on the account you are looking at. The button appears only if your service provider lets your sign-in log calls. You never have to say which account the call is for: it is logged on the account whose Home page you are on. To log a call for another of your sites, switch to that account first with the account name at the top of the menu, then select Log a call on its Home page. If there is no Log a call button, ask your service provider to let your sign-in log calls; once they have, reload the page, signing in again if you are asked.
Why is a figure missing from my Customer portal Home page?
Your service provider decides what each Customer portal sign-in may see. Without permission to see visits, Home has no Visits booked figure and no Coming to your site list; without permission to see balances, it has no Balance due figure. They are left out rather than shown as zero, so a missing figure never means nothing is booked or nothing is owed. Ask your service provider if you need to see them. Once they have allowed it, reload Home, signing in again if you are asked, and the figure appears.