Frequently asked questions for Contractors

P.S. :- This document contains some most common queries and not-so-straightforward questions asked by Contractors on the Dwellant system.

The questions are in bold followed by the answers in plain text. Its to be noted that this document is continually in progress, so you may notice some details change and the list grow over time.

1. What is the customer support contact details? OR Is there a telephone number for Dwellant?

   The contact details for Dwellant customer support are as below -

   Phone: 020 3397 2243; Email : customerservice@dwellant.com 

   Please note the operating hours are from 8:30am-5:30pm Mon-Fri excluding Christmas and Bank holidays. 

2. I want to turn off ella, how can I do that?

   Unfortunately, ella has been configured to make the lives of the Contractors easier, so she's here to stay! However we urge the users to rate Yes or No after each answer on the chat, so that we can use those insights to make ella better. In case of any specific issues, its advised to write to us on an email.

3. How to minimise chat window?

   You can minimise ella by clicking on the downward arrow below the chat widget. If you don't see the arrow, click on Help / Support from the far left side panel, and the controls to minimise or maximise will reappear.

4. How can I change my current password to a new password?

   You can reset your password in a few steps. Visit this article to learn more about the process.

5. We need assistance with the Dwellant platform. Are you able to provide us with some basic training?
   
   The standard operating procedure is that the Managing agent client who has set you up will provide you with the initial training on how to use Dwellant as a Contractor, therefore its advised to contact them to request a training. Additionally, you can visit our new Help centre website for Contractors to search for relevant information or use ella's help for an efficient self-service experience!

6. I have 2 outstanding invoices that still say awaiting approval? This work was completed months ago & requires payment as soon as possible?

   The best way to check the status of your invoice is to log onto the portal, navigate to the Invoice List where your invoice will be shown with its current status. Once the status changes to "approved" or "paid", this means it has been exported from Dwellant to your client's accounting software. From there, we don't get any further updates from the accounting software so the status will not change.
   
   As we do not manage payments directly, please either resend your message to the relevant email address or contact the Managing Agent directly. Unfortunately, we're unable to provide specific contact information but they may have shared a phone number on the portal. This can be found on the Managing Agents page under the Setup tab.
    

7. I am trying to add the required data to my invoice by clicking Edit Details in the drop down box but every time I try the screen just darkens and the option to Edit doesn't open?

   To address any screen freeze or button greyed out issues, it maybe a good idea to clear browser cookies and history. More details on how to clear cookies can be found in this article. 
    

8. Is there an app for your platform as I really struggle with it on my phone

   There is no app for Dwellant Contractor portal at the moment. To get the best experience, computer login is advised.
    

9. I am trying to change services provided and it will not let me.

   You can add or remove services as needed under Company > Services. If you are facing issues, clearing browser cookies can help. If you are still seeing an error, take a full page screenshot and send it on an email with all details to the team for further advice.
    

10. What compulsory accreditations do I have?

    You can check if an accreditation is compulsory for your organisation's account under Company > Accreditations. Tick the 'is compulsory check and to see the status of all the compulsory accreditation documents.

     

11. I don't see all the controls on my login such as Setup, Users & Groups, etc. What's wrong?
    
    There are 2 possible reasons for not seeing certain sections on the website depending on what you can't see:- 
    
    1. If you can't see full Setup menu or Users & Groups tab, its most likely that you are not an Administrator user on the account. Only admin users have the full account privileges including viewing full menu for Setup and User & Groups tab.
    OR 
    2. If you can't see things like Invoice list under Invoices tab, its possible you are logged onto the wrong portal. Its a very very common occurrence that Contractors login to the wrong access point of Dwellant which bears the Managing agent branding and incorrect domain in the URL (website link address on top in browser). To fix this, always make sure to double check the website address - it must contain 'secure.dwellant.com' instead of a Managing agent branding and domain name. If you see a different name, logout, clear cookies, history, browser cache and sign back using sign in links on a refreshed browser (Google Chrome recommended). Follow this article to learn more about correct sign in process.
     
12. I have answered all questions on the questionnaire and it won't let me complete and finish.
    
    The star marked fields are mandatory on the Questionnaire. Make sure to double check if all mandatory fields are completed. Once all filled, click on Check and Save completed Questionnaire at the bottom and it should save fine. 
     
13. Can you delete my account please. I no longer want to be contacted?
    
    If you wish to be removed from your organisation's account, please contact the Admin user on the account. However if you are unsure about the admin user or wish to get the organisation removed from Dwellant entirely, its best to contact the support team for further advice.
     
14. I've just finished setting up my account and I would like to view contract opportunities in my area . How do I view them?
    
    It works the other way around, i.e., the Managing agents look up and contact a Contractor suitable for specific jobs or contracts. That's why its advised for Contractors to always have an upto-date profile; it increases their chances of being found easily and assigned jobs by prospective Managing agent clients. To know about Contractor setup, please follow this article.
     

15. We have duplicate accounts on Dwellant. How can I shut them down or merge them?

    Its advised to contact the team on email with all details of the duplicate accounts, and which one do you wish to be primary account. The team will conduct a series of checks and advise if merging the accounts is the best way forward. Make sure the primary account has all the updated bank account and other details under Company / Profile section. To understand the account merge process, visit this article.
     

16. I send in invoices and get an email "Unfortunately, you appear to be a member of multiple contractor companies". What's wrong?
    
    Its possible that the email you are using to send in the invoices is linked with more than one Contractor accounts on Dwellant. Its advised to contact the support team at customerservice@dwellant.com attaching the bounceback email received from the system and detailing other details such as your email details, account name, etc. The team will review the case and may suggest merging the duplicate accounts to avoid confusion and data consistency. To understand about the contractor merge process, please visit this guide - Merging multiple Contractor accounts on Dwellant.

17. I don't have access to Users and Setup under the Setup tab?

    Only Administrator users can access the full Setup menu and Users & Groups section. If you don't see all options as your colleague, its possible you are not in the same user groups as them or they are in the Admin user group and you are not.
     

18. I uploaded the RAMS against incorrect contract, how do I correct it?

    Its advised to contact the client to have the document removed. Once that's done, you can proceed to upload the correct RAMS document to correct contract.

19. I don't have the option to delete an incorrectly uploaded invoice, please can you delete it for me?

    In the scenario that the uploaded invoice is in processing status and you no longer have the option to delete it, please contact the client to have it removed.

20. I can't see my building on the invoice annotation screen drop-down? What's wrong?

    Its possible that the corresponding work order reference or contract for the job you are uploading the invoice for is not assigned to the correct account for yourselves, or has been closed, or has been reassigned to another contractor. Please contact the client to cross check this information and have them confirm the details.

21. I don't have the Dwellant work order reference, can you share it with me please?

    Its advised to contact the concerned client to confirm work order or contract details as its created at their end.

22. Could you please share the contact details for a Managing agent client?

    You can find the contact details for your clients under Company > Managing agents/Customers section. Additionally you can use 'Comment' option under Actions menu for any request to follow up or share any updates or queries regarding that request.

23. Invoice stuck in 'Queued in data auto-extraction' status.

    In such cases usually the invoice sorts itself out. If it doesn't, please try deleting the invoice and retry uploading. If that doesn't help either, contact the customer support team on an email containing details like affected invoice ids, client name, exact steps taken to upload the invoice in order of execution, time and full page screenshots.
     

24. Please stop all my notification emails from Dwellant.

    You can change the frequency settings for notification emails from Dwellant by clicking on your display name on topright corner, where it says 'Welcome ABC'.  Next click on User Account Settings > 'You will receive emails for:' field, and tick or untick the boxes as needed. Finally click Save changes on the bottom to save the changes.

25. One of our clients have advised that our account is suspended and they cannot raise WO for our company. Please could you advise?

    A member of Contractor manager user group on the Managing agent client side can investigate and invoke the status for yourselves as needed. Please contact the client to request the same. In the meantime, make sure to keep all documents and necessary sections up to date on your side.

26. Client can't find the invoice we have sent.

    Its advised to check the status of the invoices on the system first. If you can view them under Invoices / Invoice list and they are in 'More data required' status, this means they have not been annotated and submitted yet. Follow this guide to submit the invoices. However if an invoice is in 'Awaiting approval' status and the client still can't see it on their end, its possible they are checking in the wrong place. Its advised to contact the support team with invoice and client details to request an analysis.

27. Can I email Dwellant invoices?

    There are multiple ways to submit invoices on Dwellant-

    1. You manually upload an invoice on the Contractor portal. It works in 2 steps. Visit this guide to learn more about this process.

    2. If your client has an inbound email setup for receiving invoices from contractor by email, you can email the invoices in correct format to the inbound email address of the client. Make sure to email the invoices from  Dwellant registered email address only, otherwise they will fail. You will find the inbound email address for clients under Company > Managing agents / Customers section from left sidebar on the new Contractor portal. Visit this guide to understand about the inbound invoice email system.

        

28. I need access to *ABC* account on Dwellant.

    Only Administrator user can add users to an organisation's account on Dwellant. If you wish to be added to a Contractor account, this needs to be actioned by the admin user on that account, hence its advised to directly contact them. Once they add your email, you will be sent an invite email to login (if your email is not already present in Dwellant). If you already have a Dwellant login, you can normally login and click on Organisation name banner on topleft and jump to the newly added organisation from the list. Visit this article for more details on user addition process on Contractor accounts. In case you are not sure about the admin users, please discuss internally first, and if it still doesn't help, contact the team for further guidance.

29. What are your Christmas hours?

    Historically our offices remain closed on Christmas (25-Dec) and Boxing Day (26-Dec), with some changes in operating hours during the Christmas week, normally extending until the New Year, with 1-Jan being a Bank holiday. Rest assured, you will be notified about the official holiday schedule by popups on the website well ahead in time! Its also advised to keep an eye out for any emails from us in this regard.

30. The client has issued contract to wrong account (or property), could you please move the contract to our correct account?
    Please note that Contracts cannot be moved between properties or accounts on Dwellant. Its advised to cancel/close the wrong contract raised on the incorrect account or property and create a new one on the correct account or property
31. I've had an email saying we need to upload documents to Dwellant but when I've logged on I can't see where anything needs to be done?
     
    Check the information about the type of document in the email. It may be one of the following:- 
     
    a. Accreditation document -to upload accreditation document such as CHAS, SafeContractor, Public Liability Insurance etc, head over to Company > Accreditations. 
     
    b. Additional Invoice document - to upload additional invoice supporting document, go to Invoices / Invoice list. Locate the invoice and upload supporting document under Actions / Add or Review files. Click on Document type drop-down and select 'Additional invoice document' and follow along to save.
     
    c. RAMS document - to upload necessary RAMS document, go to Company > RAMS Document Library
     
    d. Managing agent agreement document - To view and agree Managing agent specific documents, head over to Company > Managing agents/Customers to find these agreement documents on far right under section named 'Managing agent document status'. Read, review and complete them by following the instructions on the screen. Once completed, you will find the date of completion under 'Agreement or completion time' section. 
     
32. The client has issued contract to wrong account (or property), could you please move the contract to our correct account?
    Please note that Contracts cannot be moved between properties or accounts on Dwellant. Its advised to contact the client who can cancel/close the wrong contract raised on the incorrect account or property, and create a new one on the correct account or property
33. What does the red hand mean next to any invoice?
    The 'red hand symbol' next to an invoice means your client, the managing agent has set the invoice to be in dispute. Please contact your client, the managing agent for that invoice for any further details.