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Managing Issues

When residents report issues, they land in a shared queue that directors and management companies can triage, assign, and track through to resolution. This replaces email chains and lost messages with a clear, auditable record.

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The issue list

The Issues area shows all reported items with filtering by:
  • Status: Reported, In Progress, Scheduled, Completed, Cancelled
  • Type: Maintenance, Safety, Financial, Complaint, General
  • Severity: Low, Medium, High, Critical
  • Scope: Personal (one unit) or Building-wide
  • Assigned property manager

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How to triage an issue

1

Review new reports

Open the Issues list and filter by Reported status to see what needs attention.
2

Check severity and scope

Critical safety issues need immediate action. Building-wide issues affect more people than personal ones.
3

Assign responsibility

Allocate the issue to the right person — a director, contractor, or managing agent.
4

Update the status

Move the issue to In Progress or Scheduled so the reporter knows it is being handled.
5

Add internal notes

Use notes to record contractor quotes, site visits, or decisions that should not be visible to the resident reporter.
6

Close the loop

When resolved, mark the issue Completed and add a summary of what was done.

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What you can do

Change severity

Escalate or downgrade based on new information

Recategorise

Move an issue between Maintenance, Safety, Financial, Complaint, or General

Assign teams

Route work to property managers, directors, or external contractors

Link documents

Attach quotes, inspection reports, and certificates to the issue record

Add updates

Post visible updates so the resident knows progress is being made

Filter and search

Find issues by type, severity, status, team, scope, or assignee

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Critical issues

Issues marked Critical should trigger immediate action:
  • Safety hazards (fire, structural, electrical)
  • Security breaches (broken locks, access failures)
  • Water leaks affecting multiple units
  • Any issue that puts residents at immediate risk
For genuine emergencies, use the issue to create a record, but contact emergency services or contractors directly without waiting for the platform workflow.

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Tips

Respond within 24 hours

Even if you cannot fix it immediately, acknowledge the issue so the resident knows it is seen

Use severity consistently

If every issue is High, the filter becomes meaningless

Keep documents attached

Quotes, invoices, and reports linked to the issue create a full history

Close promptly

Marking an issue Completed stops follow-up questions and clears the queue