Use case · Housing
Between the tenant, the caretaker and the contractor, the request evaporates
A social landlord manages 12,000 homes and receives around 2,500 technical complaints a year — leaks, heating, lifts, communal areas. They pass through the caretaker, an email, sometimes a phone call. Tenants chase because they have had no news, and often because there genuinely is none.
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The starting point
Nobody is lying, everybody loses the thread
The caretaker notes the leak in a notebook, calls the contractor, who turns up three weeks later. Meanwhile the tenant has chased twice, a letter has gone out, and the disputes team discovers the case once it has become a formal complaint. Every link did its job; the chain itself exists nowhere.
- No view of the open complaint backlog
- Tenants chase for lack of information, which loads reception further
- No way to say which contractor actually meets its deadlines
- Repeat complaints on the same building go unseen
What gets deployed
The complaint becomes an object, not a conversation
- 01
A "complaint" object tied to the home
Type, estate, home, tenant, contractor, contractual deadline. The home is itself a business object: one glance shows the history of a flat and of a whole building.
- 02
The caretaker files it from a phone
A short form, with a photo, that creates the complaint on the spot. That is the only way to get real data capture: if it takes longer than the notebook, nobody uses it.
- 03
The contractor is triggered by the workflow
Based on type and estate, the right contractor receives the job with its attachments. No answer by D+2 and automation chases; no visit by D+7 and it escalates to the area manager.
- 04
The tenant is kept informed
Acknowledgement, visit date, confirmation of closure — by SMS. The chasing phone call disappears because its cause disappears.
What it moves
What the setup targets
- 100%
- of complaints with a measured turnaround
- D+2
- automatic chase to the contractor
- −1 call
- chasing per complaint, on average
- 22
- contractors comparable on their real turnaround
Go further
The building blocks used
Custom objects
Your business applications, with no development: properties, case files, contracts, with segments and automations.
DiscoverWeb forms
Forms on your site that feed directly into the CRM.
DiscoverTickets & SLAs
Requests tracked, deadlines kept, delays made visible.
DiscoverSMS campaigns
The channel read in 3 minutes — custom sender and delivery receipts included.
Discover360° customer view
The entire customer relationship on a single record: activities, deals, exchanges.
DiscoverFAQ
Frequently asked questions
Does the contractor need an account?
Not necessarily. They receive the job by email with a reply link, and their answer lands back in the complaint. Full access is still available for high-volume contractors.
How is a complaint tied to the right home?
The portfolio is modelled as business objects: estate, building, home, tenant. The caretaker picks the home from a list and the link is made. That is what makes per-building analysis possible.
Can we connect our property management software?
Yes, through the API or an automation workflow: the portfolio and tenants are synchronised from the management system, which remains the source of truth.
What does the tenant see?
Whatever the landlord chooses to show: at minimum the acknowledgement, the visit date and the closure. An online tracking space can be opened if the landlord wants one.
How is the improvement measured?
First response time, closure time, commitment compliance and the overdue complaint queue, by estate and by contractor. Those are the figures that feed the annual report — they no longer have to be reconstructed by hand.
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Comparisons
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