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Report

Make a formal complaint, and count its eight weeks

With Open Books, send it from the issue to the managing agent, for every household that joins. Its page counts the days to a final response and keeps each letter.

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Send

Send the issue, with the remedy you ask for

An Organiser or a Committee member sends the issue to the managing agent as a formal complaint. They read the exact email first, and can say what the residents want the agent to do.

  • See the exact email before you send it
  • An optional requested remedy, in your own words
  • To change the issue’s words, edit the issue first
  • Sending is off until a platform administrator turns it on for your estate

Part of Open Books

Households

Each household that joins, named only if they agree

A member with a home in the community presses “This affects my home too”. The email counts their household, and names them only if they turn on “Name me to the managing agent”.

  • At least one household before it can go
  • A redress scheme takes a complaint from a named person, so each household decides
  • If the household count rises while the clock runs, the agent gets an update, at most once a week, unless the address is disputed

Part of Open Books

The clock

Eight weeks, counted from the day it is sent

The agent has eight weeks to give a final response. The page shows the day count and the day the reply is due.

  • Day 1 is the day it is sent; a reply is due after 56 days
  • Reminders go to the agent at four and seven weeks
  • The agent’s replies land on the formal complaint’s page; one that fails the mail checks is held for review
  • The page shows what became of each email you send, such as Delivered or Not delivered; a delivered email is not a read one

Part of Open Books

The list and the page

Every formal complaint in one list, not one person’s inbox

Report’s Formal complaints tab lists each one with how it was made, its state and the day. A sent one opens a page with its letters, its households and what to do next; a logged one’s page holds any copy of what was sent.

  • Every approved member sees the list; sent ones show with Open Books while sending is on, logged ones on every plan
  • Open or Closed, newest first
  • Letters are visible to the organisers, the committee and the households that backed this formal complaint
  • An approved member who reported the issue reads them too; everyone else sees each letter’s kind and date

Capabilities

What Formal complaints does

  • One made outside the app

    An Organiser or a Committee member logs one made by email, by post or in the recipient’s own app, free on every plan. Where residents complain directly, the reporter logs their own.

  • Files

    Attach up to ten of the issue’s files, 25 MB in all.

  • Who gets the mail

    An Organiser saves the agent’s address once for the estate. If the agent says it is not theirs, nothing is sent until an Organiser sets a new one.

  • Print or save as PDF

    A sent formal complaint as a printed record, oldest first; a logged one has no print view.

  • Take it further

    Once the deadline passes or the final response arrives, the page shows how to go to the agent’s redress scheme.

  • A daily limit

    An estate sends up to five formal complaints a day.

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Piloted by members of Trinity Walk Residents Association Woolwich, London · 684 homes