This is usually not a matter of goodwill but of the channel: a verbal remark in the stairwell is easily lost, a documented report is not.
A good fault report has four elements worth providing every time: the exact location (stairwell, floor, common area or own flat), a description of the fault, ideally with a photo, the time it was noticed, and whether it poses immediate danger (electrical fault, water leak, gas smell). These four data points are enough for the manager to decide immediately whether this is an emergency or a normal case.
Most management companies, Merbo included, run several parallel channels: a phone hotline for emergencies, email or a digital reporting system for non-urgent matters, and the caretaker for small on-site issues. Choosing the right channel speeds up the solution in itself: a burst pipe should not be reported by email if there is an emergency phone line.
Feedback is just as important as the report. In a well working system the reporter receives confirmation that the fault has been logged, what happens next, and when a solution or the next status update can be expected.
There is an important difference between faults inside a flat and those affecting common property: the representative is only responsible for the latter, while a pipe or electrical fault inside the flat is the owner's own matter, although many managers, Merbo among them, help recommend a reliable specialist in such cases too.
The most common reason for a rejected or misunderstood report is that the reporter cannot tell whether the fault affects private or common property: with a damp wall, for example, only an expert inspection reveals whether it comes from the neighbour's bathroom or from the facade.
If you are unsure which channel to choose, Merbo's digital reporting system automatically routes the report to the right colleague, prioritised by urgency.