Complaints & Support
Structured maintenance tickets from tenants — assign staff, track SLA, and improve satisfaction scores.
Why Not WhatsApp Groups?
Complaints in chat groups get lost, have no priority, and no closure proof. Property Management Software tickets have ID, category, photos, assignee, and status — professional support at PG scale.
Complaint Categories
- Plumbing / leakage
- Electrical / AC / fan
- Wi-Fi / internet
- Cleaning / housekeeping
- Food / mess quality
- Noise / neighbour issues
- Other
Rahul Kumar raises urgent AC complaint for Room 204. Ticket #1042 assigned to electrician Raju. Suresh updates status: In progress → Resolved in 6 hours. Rahul rates 4 stars — owner sees SLA met.
Priority & SLA
| Priority | Target Response | Example |
|---|---|---|
| Urgent | 4 hours | No water, AC in summer |
| Normal | 24 hours | Wi-Fi slow |
| Low | 72 hours | Paint touch-up |
June: 28 complaints at Sunrise, 25 resolved, 3 overdue. Top category: Wi-Fi. Mr. Sharma upgrades router contract — data-driven ops instead of guessing.
Tenant & Staff Experience
Tenants attach photos and see status timeline. Staff get notifications for assigned tickets. Owners see heatmap by property and category.
- Tenant submits complaint with category and photo.
- System notifies warden and owner based on rules.
- Assignee updates status and notes spare parts used.
- On resolve, tenant confirms or auto-closes after 48h.
- Monthly report feeds staff reviews and vendor decisions.