Complaints
Open Hostel > Complaints. It is a board. Each complaint is a card. Drag a card to move it along, or use its menu (the three dots). Assigning a complaint starts work on it.
Log a complaint
- Press New complaint.
- Give a Title, for example "tap leaking in the B204 washroom". Plumbing, electrical, food or safety: anything the warden should fix.
- Choose the Category and the Priority.
- If a resident raised it, pick them under Raised by to link their room. This is optional.
- Add Details. Press Log complaint.
Work on a complaint
- Open the menu on the card. Under Assign to pick a staff member. The card shows who has it, or Unassigned.
- Under Move to choose the next step. Some moves are not allowed, for example you cannot skip a step. A message tells you.
- To close it, choose resolve. Write the Resolution, for example "replaced the tube light", so the resident can see what was done. Press the resolve button.
Use the Priority switch at the top to see one priority at a time. Urgent complaints that stay open too long can raise an alert. The time is set in Dashboard settings: targets, limits, times and who gets alerts.
Incidents
Open Hostel > Incidents. It is the discipline record: what happened, how serious it was and what was done.
- Press Log incident.
- Choose the resident and the Date.
- Type a Category, for example late return or phone use.
- Choose the Severity and the Action taken. If the action is a fine, type the Fine amount.
- Under What happened keep it factual. Press Log incident.
Parents are informed from the resident's record, not from this page. Filter by severity or action and search by resident or category. The table can be downloaded as a CSV file.
Common questions
Who can see incidents?
Only people with the permission to view discipline incidents. Keep entries short and factual.
The complaint card cannot be dragged.
You may not have permission to change complaints, or the move is not allowed from that state. Use the menu to see the moves that are allowed.