Complaint Management with SLAs for Societies
Every complaint gets an owner, a deadline and a trail. Residents see progress; overdue issues escalate instead of disappearing.
Free to download · 3-month trial for new communities
Raise from the app
Residents log a complaint — lift, water, electrical, parking, housekeeping — instead of calling the office.
Assign an owner
Admins assign each complaint to the person or vendor responsible.
SLAs
Each complaint is tracked against an SLA, so everyone knows when it should be fixed.
Escalation
Complaints that miss their SLA escalate, rather than quietly going stale.
Comments
Residents and admins discuss the complaint in a thread attached to it, not in the society group.
Closed with a trail
When it's fixed, it's closed — and the history stays for the committee to review.
The details
Why complaints fall through the cracks
In most societies, a complaint is a phone call to the office, a message to a committee member or a post in the WhatsApp group. There's no owner, no deadline and no record, so the same leaking pipe gets reported five times and residents conclude the committee isn't doing anything — even when it is.
How Community Hub handles complaints
- Raised by the resident in the app, against their unit.
- Assigned by an admin to whoever is responsible.
- Tracked against an SLA, with comments in one thread.
- Escalated if it runs past the SLA.
- Closed when resolved, with the full history kept.
Visible progress builds trust
Most resident frustration comes from not knowing what's happening. When residents can see that their complaint has been assigned and is being worked on, there are fewer follow-up calls and fewer heated threads in the group. For the committee, the history shows which vendors and issue types keep coming back.
Pair it with announcements for building-wide issues, and with amenity booking to keep shared spaces in order.
Frequently asked questions
Can residents follow up on a complaint?+
Yes. Each complaint has its own comment thread and status, visible to the resident who raised it.
What happens when an SLA is missed?+
The complaint escalates so it gets attention instead of being forgotten.
Can complaints be assigned to vendors or staff?+
Admins assign each complaint to the person responsible for resolving it.
Does the committee keep a history?+
Yes. Closed complaints stay on record, so recurring problems are easy to spot.
Is complaint management included?+
Yes. It's part of the Community Hub app; new communities get a 3-month trial.
Explore more
Get Community Hub for your society
Free to download on iOS and Android. New communities get a 3-month trial and free data migration.