Complaints & Cases
A complaints process is only worth having if the person who raised it cannot be talked out of the record. Every complaint accumulates an append-only history, disclosure to the person it names is a deliberate staff decision with a recorded reason, and closing one requires a written outcome the complainant sees.
What it does
An append-only case history
Messages, status changes and escalations are events on the complaint. They cannot be edited or deleted — the delete is refused by the database, not discouraged by the interface.
Disclosure as a considered step
The person a complaint is about is not told automatically. Staff decide when disclosure is appropriate and record why, because the safety question in a housing complaint is real.
Internal notes kept separate
Staff can record working notes on a case without them forming part of what either party reads.
Escalation levels
A case carries where it has reached, so an unanswered complaint is visible as unanswered rather than merely old.
Closing requires an outcome
A complaint cannot be marked resolved or dismissed without a written outcome of real length, and that outcome is what the complainant is shown.
A right of reply
Once disclosed, the respondent can read the complaint and answer it, and their answer joins the same history.
How it works
The sequence an operator actually follows, not a feature list rearranged into steps.
- 1
A complaint is raised against a tenancy, a landlord or an account, with a category and a description.
- 2
It accumulates events as it is worked — messages, escalations, internal notes.
- 3
Staff decide whether and when to disclose it to the person it names, recording why.
- 4
It closes as resolved or dismissed, with an outcome the complainant reads.
What the database guarantees
These hold whether or not the interface remembers to check.
- Complaint events cannot be deleted or edited by anyone, including us.
- Only support staff can disclose a complaint or close one, and both require a written reason.
- The complainant always sees the recorded outcome.
What it does not do yet
You will ask this in an evaluation, so here it is without being asked.
- No response-time targets or automated escalation on a clock.
- No external ombudsman or regulator referral workflow.
- Complaints do not yet feed the verification tier automatically — a pattern is something a person acts on.
Works with
These share the same database, so nothing is re-keyed between them.
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