Client portal guide

The client portal is at /portal. Sign in with the email address your service company registered for you.

First-time access

Your service company creates your portal account. You receive a welcome email with a link to set your password. If you have not received this email, check your junk folder or ask your service contact to resend the invite.

Forgotten password

Click Forgot password on the sign-in page and enter your email address. You will receive a reset link within a few minutes.

Your service company sends automatic emails at key points in the service process. You do not need to do anything — these arrive in your inbox:

• Technician en route — sent when the assigned technician leaves for your site. Includes their name and estimated arrival details.
• Job complete — sent once the technician has finished and submitted the job sheet. Includes a summary of the work done.
• Quote for approval — sent when a quote is ready for your review. Contains a link to approve or decline directly from the email.
• Invoice overdue — a reminder when an invoice is past its due date and still has an outstanding balance.

The Invoices section shows all invoices raised against your account. You can filter by status: outstanding, paid, or overdue.

Reading an invoice

Click any invoice to view the full breakdown: line items, VAT, total due, and payment due date. Outstanding invoices show a clearly marked amount due.

Invoice statuses

• Sent — issued and awaiting payment.
• Partially paid — some payment received, balance outstanding.
• Paid — fully settled. A receipt is available to download.
• Overdue — past the due date. Contact your service company to arrange payment.

To download a PDF copy of any invoice, open it and click the Download PDF button.

The Quotes section shows all quotes raised for your account. Open a quote to see the full line-item breakdown and total.

Approving or declining a quote from the portal

Open a quote with Sent status. You will see Approve and Decline buttons at the top. Click Approve to accept the work; click Decline if you do not want to proceed. You can enter a reason when declining.

You can also approve or decline directly from the email link without signing in. See Quote approval links.

After approving

The service company is notified immediately. They will arrange for the work to be scheduled. An invoice will appear in your portal once the job is complete and billed.

The Call-outs section shows all service requests raised for your account. You can see the fault description, priority, current status, and any linked jobs.

Status meanings

• New — logged by your service company, not yet assigned.
• Assigned — a technician has been scheduled.
• En Route — the technician is on their way to your site.
• On Site — the technician is currently working.
• Completed — work is done; an invoice may follow.
• Invoiced — a related invoice has been raised.

If you have a query about a call-out, contact your service company directly and quote the reference number (e.g. CO-2026-00012).

The Contracts section shows your active maintenance agreements. Each contract lists the sites covered, the visit frequency, and the contract period.

Scheduled visits

Upcoming preventive maintenance visits appear as call-outs with the type Contract visit. You will be able to see when they are scheduled and who is attending.

Renewal

When a contract is approaching its end date, your service company will typically send a renewal quote. You will see it in the Quotes section and can approve it from there.

The Equipment section lists all air conditioning units registered at your sites. Each entry shows the make, model, serial number, and installation date.

Service history

Click on a unit to see its full service history: every job completed on that unit, who attended, what was done, materials used, and the date. Photos taken by the technician are also visible here.

This gives you a complete maintenance record for each unit — useful for warranty claims, insurance, or planning replacements.

Missing equipment?

If a unit at your site is not listed, contact your service company. Equipment is registered by the office team, not through the portal.

PDF downloads are available for invoices and quotes. Open the relevant record and click Download PDF. The file saves to your device's default download location.

If you need a copy of a document you cannot find, contact your service company — they can resend it by email directly from the office panel.