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Software package

Resident request package

A resident request system with tailored forms per category and a map pin, duplicate detection, triage and routing to teams and contractors, visit slots, status updates by text and email, a resident portal and performance reports against the targets you set, ready to configure around your categories.

Custom build Concept demo
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Who it is for

Built for

A good fit

Parish, town and district councils, housing associations and arm's-length housing providers, estate management teams and the facilities teams of large residential schemes: any organisation that receives requests from the people who live in its area or its homes and has to route them to teams and contractors. From an estate team handling a hundred requests a month with one contractor up to a council or housing provider handling thousands a month across a dozen teams. Daily users are customer services staff who log and triage requests, team officers who work a queue and arrange visits, contractors who receive jobs and record completion, the service manager who reads the performance reports, and residents who report a problem from their phone and want to know what happened to it.

Also worth knowing

It is less suited to organisations whose requests are really casework, such as benefits, homelessness or safeguarding, which need a case system with its own confidentiality model, and to commercial facilities helpdesks serving office tenants, which have their own packages.

The operational problem it solves

How it runs, step by step

At eight a resident on the third floor of a block photographs water pooling under the stair window and opens the request form on her phone.

  1. She picks repairs, then communal area; the form asks only what a communal repair needs, places the pin on her block from her address, and before she submits shows that a neighbour reported the same window two days ago.

  2. She adds her photograph to that case instead and becomes its second reporter.

  3. At nine the customer services officer opens the triage queue: overnight requests are already categorised and most are already routed, so his work is the exceptions.

  4. A noise report has been filed under general enquiries; he moves it to anti-social behaviour, the form's extra questions are sent to the resident to complete, and the case lands with the tenancy team with the resident's preference for contact by phone.

The estates team officer works her area list, sorted by target date.

  1. The fly-tip behind the garages is due today, so she assigns it to the clearance contractor, who sees it in his login with the pin, the photographs and the access note.

  2. He clears it by noon, records completion with a photograph, and all three residents who reported it receive a text saying it is done.

  3. The window case needs a visit; the repairs officer offers three slots and the first reporter picks Thursday morning from her portal, which records the appointment and sends a reminder the evening before.

  4. Mid-afternoon the service manager opens the report for the quarter so far: requests by category, the share closed within target per team and contractor, the three categories drifting over target and the areas where environmental requests are rising.

  5. She exports the table for the committee paper and the cases past target for her meeting with the contractor.

Features

What the package does

The package ships as modules that follow a request through its life: capture with tailored forms and the map pin, triage with duplicates and routing, work with teams, contractors and visits, communication with status updates and the resident portal, and reporting against targets. Each module below lists what it does; the comparison table shows which package variant includes it.

Forms and requests

  • Category forms with map locationEach request category has its own form asking only the questions it needs, with a location picker on a map.

Scheduling

  • Service levels and target datesEvery category carries a service level and the target date is calculated when the request is logged.

Workflow and tasks

  • Triage queue and routing rulesStaff recategorise, route and reassign requests from a triage queue, recording a reason each time a case is moved.
  • Duplicate detection and linked reportersRequests at the same location and category are flagged, and further reporters are linked to the original case rather than creating a new one.

Portal and access

  • Team and area queuesOfficers work a queue for their team or area, sorted by target date so the most urgent work comes first.

Messaging and notifications

  • Status updates by email and textResidents are told by email and text at defined stages, such as when a request is assigned or completed.

Reporting and insights

  • Performance reports against targetsReports show how requests perform against target by category, team and area for the service manager.

Accounts and permissions

  • Contractor login and job recordingContractors see their assigned jobs and record completion with photographs.

Bookings and diary

  • Site visit schedulingVisit slots are offered to residents and a reminder is sent before the appointment.

Clients and records

  • Resident portalResidents see their open and past requests in one place, and can attach themselves to a nearby request as another reporter.

Listings and search

  • Asset register and public mapStreetlights, bins and play equipment can be recorded as assets, and a public map of open and recently closed requests can omit personal details.

Roles and permissions

Who does what

  • Service manager

    • Define categories, forms, service levels and routing rules
    • Manage teams, officers and contractor accounts
    • See performance against targets by category, team, contractor and area
    • Export reports and cases past target

  • Customer services

    • Log requests from calls, emails and counter visits with a location
    • Work the triage queue: recategorise, link duplicates, reassign with a reason
    • Answer residents about any request and see its full history

  • Team officer

    • Work their team or area queue sorted by target date
    • Assign jobs to contractors with access notes
    • Offer visit slots and record outcomes
    • Update status and close requests with a resolution

  • Contractor

    • See assigned jobs with pin, photographs and access notes
    • Record attendance, completion and photographs
    • Flag a job as needing a return visit or a different team

  • Resident

    • Report a problem with a category, a map pin and photographs
    • See nearby open requests and add themselves as a reporter
    • Pick a visit slot and receive status updates
    • See their open and past requests in the portal

Example screen

Concept demo

Concept demo of a resident request team queue showing requests sorted by target date, a map with clustered pins and highlighted cases past target.

The team officer's area queue: open requests sorted by target date with category, pin, reporter count and assigned contractor, a map of the area with clustered pins, and the cases past target highlighted.

Scope and options

What is included and what is extra

In the base package

  • Request categories with tailored forms and a location picker on a map
  • Service levels per category with target dates calculated at logging
  • Triage queue with recategorisation, routing rules and reassignment with reasons
  • Duplicate detection by location and category with linked reporters
  • Team and area queues sorted by target date
  • Status updates to residents by email and text at defined stages
  • Performance reports against targets by category, team and area

Common add-ons

  • Contractor login with job list, completion recording and photographs
  • Site visit scheduling with slots offered to residents and reminders
  • Resident portal with open and past requests and reporter linking
  • Asset register for streetlights, bins, play equipment and communal items
  • Public map of open and recently closed requests with personal details removed

Needs custom work

  • Integration with a specific contractor job-management or repairs scheduling system
  • Property and tenant register supplied by a housing management system
  • Telephony integration opening a request from a call
  • Reporting in a prescribed format for a regulator or a committee
See the custom development service

Ownership, maintenance and pricing

After the build

Deployment and ownership

The package runs on hosting the organisation controls or on hosting we manage; the choice is made in the proposal and can change later. The organisation owns the code and its data in either case. Requests with their photographs, status history, visit records and reports can be exported at any time in standard formats, so a change of contractor, provider or system never loses the history of a case.

Maintenance

Maintenance is optional and scoped separately from the setup. When taken, it covers security updates to the platform and its dependencies, monitoring of status message sends and contractor connections, backups, and a monthly window for small configuration changes such as a new category, a changed target or a redrawn area. Larger changes are quoted as change requests against the original scope.

Pricing model

Priced per proposal.

The package is sold as a one-off setup and configuration with optional monthly maintenance and hosting as separate recurring lines. The setup figure depends on the number of categories and teams, the add-ons selected, the number of contractors and how they connect, the location model and mapping service, the volume of historic requests migrated and whether you host it yourself. Your proposal states each line separately so recurring costs are never hidden in the setup.

Prefer a fully custom build?

Resident request system development

Custom resident request systems for councils, housing providers and estate teams: categorised forms with a map pin, routing to teams and contractors, status updates and reports against targets.

View the service

FAQ

Frequently asked questions

How does a resident report a problem?

From a phone or desktop form linked from your site: choose a category, answer the questions that category needs, drop a pin or confirm the address, add photographs and submit. Before submitting, nearby open requests in the same category are shown so the resident can join an existing case instead. Staff log calls and counter visits through the same form.

Where do the target dates come from?

From the service levels you configure per category, taken from your own service standard. The package calculates a target date when a request is logged, sorts queues by it and reports against it. It does not set or promise targets.

How are requests routed?

Routing rules match category and area to a team, an officer or a contractor, so most requests arrive at the right queue without triage. Customer services handles the exceptions and can reassign any request with a reason, which stays on the history.

What do residents hear and when?

Status updates go by email or text at the stages you define, such as received, assigned, visit booked, completed and closed, using message templates you edit. Every linked reporter on a case receives the same updates. With the portal add-on, residents also see the full history of their requests.

Can contractors work in their own system?

With the contractor add-on they work inside the package. Where a contractor must keep using its own job-management system, a connection that sends jobs and returns completions is custom work, listed above.

Can we publish a map of open requests?

With the public map add-on, yes. Open and recently closed requests appear as pins with category and status only; reporter details, photographs and anti-social behaviour cases are never shown.

Is this a finished product I can see running?

Not yet. The readiness badge on this page shows the real state: the package is currently a custom build assembled from our forms, messaging, bookings and reporting modules for each organisation, and the example screen is a labelled concept demo rather than a live system. Requirements outside the listed options go through custom resident request system development.

Get a quote for Resident request package

Tell us about your locations, the people who will use it and the add-ons you need. We reply with a clear, competitive proposal.

Get a quote for this package
Get a quote for this package

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