Resident complaints are inevitable in property management. What matters most is not whether complaints happen, but how well they are handled, tracked, and resolved.
In many properties, resident complaints arrive through WhatsApp. A message is sent to the management office, forwarded to a vendor, and acknowledged with a “Noted.” From that point onward, everything depends on memory and follow-ups.
This is where resident complaint tracking breaks down.
Without a structured system, complaints:
- Get buried in chat history
- Are followed up inconsistently
- Lack clear ownership
- Have no documented resolution
When residents ask for updates, managers scramble through WhatsApp messages and screenshots. When MC or JMB meetings happen, it’s difficult to explain timelines or prove actions taken.
Effective property complaint management requires three things: capture, tracking, and closure.
The moment a complaint is received, it should be logged as a problem — not just a message. Photos, descriptions, and timestamps should be stored automatically. The complaint should be assigned to the responsible vendor or team, with clear ownership.
Most importantly, the complaint must be tracked until resolution. Not just “seen” or “replied,” but completed, verified, and recorded.
When WhatsApp-based complaints are turned into structured records, managers gain clarity. Residents feel heard. Vendors are accountable. Follow-ups become systematic instead of reactive.
The goal isn’t to reduce communication — it’s to ensure no complaint disappears into silence.