Trigger
← Workspace homeFictional data · no live sending
RECOVERY PLAYBOOK / DECISION RULE
Landlord / tenant responsibility check
Who authorises or pays is unclear.
Safe move
Confirm authority, access and invoice contact.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
The tenant caused this, so they pay.
Blocked wording stays held until the rule is satisfied.
Safer wording
We need confirmation before saying who should authorise or pay.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Needs admin handoverEmail · 2 hours old
Oakbridge Lettings: Multiple gas safety certificates need organised handover
We have several certificates due across our managed properties. Can you help coordinate the next steps?
Landlord / tenantResponsibility unclearMissing information
Responsibility checkEmail · 3 hours old
Maven Lettings: Responsibility is unclear before a tenant visit
The tenant says the boiler is broken. Can you attend and invoice whoever is responsible?
Landlord / tenantResponsibility unclearConsent / channel check
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