Photos and video as proof
Attach pictures or a short clip when you raise the issue. The committee sees exactly what you see.
Society helpdesk app
A society complaint management system where every leak and broken light has an owner and a status
Residents raise a complaint with a photo or video from the app. The committee sees it on the web dashboard, moves it from open to resolved, and the resident is told at every step. If the fix did not hold, one reply reopens it. Part of SocietyConnect, free for 90 days.
- Photo or video proof
- Status on the phone
- Reopen and rate
- Work orders to vendors
The bathroom ceiling in A-104 has been dripping for nine days. The resident has told the secretary twice in the lift and once on the WhatsApp group, and nobody can say who is handling it.
Most society complaints die in the gap between being mentioned and being written down. The secretary remembers some, the manager notes a few in a diary, and the WhatsApp group buries the rest under festival wishes. When the resident asks again, nobody knows if the plumber came, what he charged or whether the leak stopped.
SocietyConnect gives each complaint a record of its own. It carries the category, the photo, every reply and every status change with a date and a name. The committee works from one list on the web dashboard, the resident follows the same record on the phone, and a fixed complaint stays fixed only if the resident agrees.
- Raised by
- Residents from the Helpdesk tab in the Android app, or from the web portal on an iPhone.
- Handled by
- The managing committee on the web dashboard or in the committee view of the app.
- Replaces
- Complaint registers, diary notes and complaints lost in the WhatsApp group.
- Cost to try
- Free for 90 days with every SocietyConnect module switched on.
One complaint, start to finish
A bathroom leak in A-104, from the first photo to the star rating
- Day 1Resident, A-104
Raise an issue with a photo
Ramesh taps Raise an issue, picks Plumbing, types a subject and a line of detail, and attaches photos or a short video of the stain on the ceiling.
- Day 1Committee
It appears on the complaints list
The complaint shows up as Open on the web dashboard with the flat, category and date. The dashboard’s to-do list counts open complaints so they do not slip.
- Day 2Committee
Marked in progress, plumber booked
The secretary changes the status to In progress and opens a work order for the society’s plumber with a priority and a date. Ramesh gets a push notification that his complaint is now in progress.
- Day 3Committee
A reply in the thread
The secretary writes that the plumber will come at 11 am. The reply lands on Ramesh’s phone and stays in the complaint’s history.
- Day 4Committee
Work done, complaint resolved
The plumber fixes the pipe. The work order is marked done with its cost, and the secretary marks the complaint Resolved. Ramesh gets a push straight away.
- Day 6Resident, A-104
Rate the fix, or reopen it
The ceiling is dry, so Ramesh gives the fix four stars. Had it dripped again, a single reply would have reopened the complaint and logged that it was reopened.
For the committee
Every open complaint on one screen, with the status one click away
The complaints page lists every ticket with its subject, the first line of detail, the category, the resident and flat, the date raised and the current status. Filters along the top count how many are open, in progress, resolved and closed, so the committee can see the backlog before the meeting starts.
- Change the status from the list or open the complaint to reply
- Photos and videos open inside the complaint
- Every change is logged with who made it and when
- Open complaints show up on the dashboard’s to-do list
What the resident gets
A helpdesk residents will actually use instead of the group chat
The Helpdesk tab sits in the bottom bar of the resident app, next to Payments and Notices.
Seven clear categories
Plumbing, electrical, security, housekeeping, lift, parking or other, each with its own icon in the list.
Told at every step
A push notification and an entry in the bell when the status changes or the committee replies.
Your requests, latest first
Every complaint you raised, with its date and a coloured status pill: open, in progress, resolved or closed.
A thread, not a phone call
Reply inside the complaint. The whole conversation stays attached to the issue for the next committee to read.
Rate it or reopen it
Give one to five stars once it is resolved. If the problem came back, reply and the complaint opens again.
Work orders
When a complaint needs a vendor, the job and its cost go on record
Some complaints need an outside vendor. The committee creates a work order with a title, description, priority, scheduled date and the vendor from the society’s own vendor list. The work order page shows open jobs, completed jobs, the total spent on completed work and the number of vendors.
Over a year this becomes the society’s repair history: what was fixed, by whom, and what it cost. For paying the vendor through the books, see vendor and purchase management.
- Priority: low, medium or high
- Status: open, assigned, in progress, done or cancelled
- Cost recorded in rupees against each job
- Vendor directory with trade, phone and email
Who does what
Two sides of every complaint, each on their own screen
Resident
- Raises a complaint with category, subject, details and photos or video
- Follows the status and the reply thread
- Rates the resolution from one to five stars
- Reopens the complaint with a reply if the problem returns
Committee
- Works from the complaints list on the web dashboard
- Changes status and replies to the resident
- Creates work orders for vendors and records the cost
- Sees open complaints on the dashboard to-do list
Built into every ticket
Small rules that keep the complaint record honest
- Only the resident who raised a complaint can rate it, and only after it is resolved or closed
- A rating is given once and cannot be changed afterwards
- A resident’s reply on a resolved complaint reopens it and clears the old resolution time
- Each status change is written into the complaint’s history with the person’s name
- Residents see only their own complaints; the committee sees all of them
- Complaints stay with the society when the committee changes
- Photos, videos and replies stay attached to the complaint they belong to
Compared
The complaint register, the WhatsApp group and SocietyConnect
| Paper register | WhatsApp group | SocietyConnect | |
|---|---|---|---|
| Photo of the problem | No | Yes, lost in the chat | Attached to the complaint |
| Current status | Whatever the last line says | Nobody knows | Open, in progress, resolved or closed |
| Resident told of progress | Only if they ask | Only if someone replies | Push notification on every change |
| Reopen a bad fix | Write a new entry | Post again and hope | One reply reopens it |
| Vendor job and cost | Separate diary | Not recorded | Work order with vendor, status and cost |
Straight answers
What it does not do yet
These are on our list. Plan around them for now.
- Complaints are not assigned automatically by department or duty roster yet. The committee decides who handles each one.
- There are no SLA timers and no automatic escalation to a higher level when a complaint sits too long. The dashboard count of open complaints is the reminder today.
- The committee does not get a push notification for each new complaint yet; new complaints appear on the dashboard and the complaints list.
- Work orders and complaints are updated separately on screen today; closing a work order does not close the complaint for you.
- There is no separate app for technicians or housekeeping staff to pick up tickets, and no closure by OTP.
- The apps are not on the Play Store or App Store yet. We share the Android apps with your society during setup, and iPhone users use the web portal.
Move your society’s complaints out of the group chat
We load your flats, set up committee logins and show your residents where the Helpdesk tab is, free for 90 days.
FAQ
Complaints and helpdesk: common questions
What is a society complaint management system?
It is a single place where residents raise maintenance and other issues and the committee tracks each one to the end. In SocietyConnect every complaint has a category, photos, a status, a reply thread and a history of changes, and the resident sees the same record on the phone.
Can residents attach photos to a complaint?
Yes. Residents can attach photos or a short video when they raise the issue, and the committee sees them inside the complaint on the web dashboard.
What happens if the problem comes back after it is marked resolved?
The resident replies on the complaint. That reopens it, clears the old resolution time and records in the history that it was reopened by the resident.
Does SocietyConnect assign complaints automatically or escalate them?
Not yet. There is no auto-assignment by department or roster and no SLA timer or escalation today. The committee assigns the work and the dashboard counts open complaints so they stay visible.
Can a complaint become a job for an outside vendor?
Yes. The committee creates a work order with the vendor, priority, date and cost, and tracks it from open to done. The committee then marks the complaint resolved, and the resident is notified.
Can residents see other flats’ complaints?
No. A resident sees only the complaints they raised. The committee sees every complaint in the society.
Is the SocietyConnect helpdesk free?
It is free for 90 days with every module on, and our team sets it up. After that we give a written quote based on your flats and the modules you keep. Nothing is charged automatically.
More in SocietyConnect
Other parts of SocietyConnect
Vendors, purchases and assetsPurchase requests through a committee approval chain, vendor records, work orders, assets and petty cash.Notices and communicationNotices with push and acknowledgement, a documents library, important contacts and a community feed.Members, flats and tenantsResidents join with a society code, the committee approves, and owners, tenants, family and vehicles sit under each flat.Amenity bookingClubhouse, hall or court by slot, with capacity, approval and RSVP for society events.SocietyConnect overviewEvery module, the 90-day free trial and how setup works.
Free for 90 days
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Every module on for 90 days, complaints and helpdesk included. Our team loads your flats and dues, trains your guards, and nothing is charged automatically.
SocietyConnect
Connect your society now
Free for 90 days with every module on. Our team loads your flats and dues and trains your guards.
- No card needed
- Nothing charged automatically
- We call within one business day
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