Maintenance and defect reporting that closes the loop
How a ticket moves
- Report. A resident picks a category (access, repair, intercom, common area, cleaning, security), adds a short title, where it is, what happened, and up to 8 photos or videos.
- Triage. The building manager sees new and urgent tickets first and sets the priority: urgent (safety, leak, no access), high, normal or low.
- Work it. Status changes and public updates notify the reporter. Internal notes stay with management, which is useful for contractor details or access arrangements.
- Resolve. A resolution summary is written for owners, so the building’s issue list doubles as its maintenance record.
Who sees what
| Person | Can see | Can do |
|---|---|---|
| Tenant / resident | Only their own tickets | Report, add photos, reply |
| Owner | Every issue in the building, with reporters’ names hidden, plus how each was resolved | Report and reply on their own tickets |
| Building manager | Everything, including internal notes | Triage, update, resolve, export |
Owners asked for this view: it answers “what’s actually being fixed in our building?” without exposing which neighbour complained.
Why video matters in high-rise buildings
A ten-second clip of a lift door that won’t close, or a boom gate that won’t read a card, saves a site visit and a phone call. Videos up to 100 MB each upload straight from the phone.
A record you can rely on
Each ticket keeps its reference (for example AS-1002), timestamps and every status change. The building manager can export the history to CSV, Excel or PDF, which helps when you need to show how quickly a repair was acted on. In NSW, building managers have had a duty since 27 October 2025 to act promptly on safety, repairs and maintenance. See NSW building manager duties.
Questions people ask
Can residents attach videos to a maintenance request?
Yes. Up to 8 photos or videos per ticket, up to 100 MB each, uploaded from the phone.
Do owners see who reported an issue?
No. Owners see every building issue and how it was resolved, but the reporter’s name is hidden. Only the reporter and building management see who lodged it.
Can the building manager keep notes residents can’t see?
Yes. Internal notes are visible to building management only.
See it running in a real building
Open the live demo as an owner, a tenant or the building manager. No sign-up, and it resets every night.