Complaints & Maintenance

Overview

• Complaints — Report issues against common areas or specific units
• Maintenance Requests — Submit and track facility maintenance work
• Escalation — Complaints can be escalated based on SLA rules
• Tracking — Monitor status from open through resolution

Complaints

Filing a Complaint

1. Navigate to Complaints in the main menu
2. Click New Complaint
3. Fill in the details:
   • Title — Brief summary of the issue
   • Description — Full details of the problem
   • Category — Plumbing, electrical, noise, etc.
   • Priority — Low, medium, high, or critical
   • Type — General/common area issue, or against a specific unit
4. Click Submit

Complaint Statuses

Tracking Your Complaints

Residents can view their complaints from Complaints in the app. The list shows the status, priority, and last update for each complaint. Tap any complaint to see the full thread, including admin comments and updates.

For Admins — Managing Complaints

1. Open Complaints from the admin menu
2. Use tabs to filter: All / Open / In Progress / Resolved
3. Click a complaint to view details, add a comment, or update the status
4. To escalate, click Escalate and confirm — this moves the complaint to the next level per your SLA rules
5. To resolve, click Mark Resolved and add a resolution note

Maintenance Requests

Maintenance requests track facility repair and upkeep work. Unlike complaints (which report an issue), maintenance requests are used by admins and staff to manage scheduled and reactive maintenance jobs.

Submitting a Maintenance Request

1. Navigate to Maintenance in the admin panel
2. Click New Request
3. Fill in:
   • Title — What needs to be done
   • Category — Plumbing, electrical, HVAC, carpentry, painting, or general
   • Priority — High, medium, or low
   • Unit — Which flat or common area the work applies to
   • Description — Details of the work required
4. Assign a technician from your registered staff list (optional at creation)
5. Click Submit

Assigning & Completing Work

1. Open a pending maintenance request
2. Click Assign Technician and select a staff member
3. The status changes to In Progress
4. Once the work is done, click Mark Complete

Maintenance Statuses