Incident register for residents and guards
Residents and guards report a theft, damage or a hazard with photos or videos. The office gives each incident an owner, a follow-up date and a police reference. Residents follow their report and the office's answers.
PLANSFrom Growth
The problem it solves
- A cycle is stolen from the parking, the resident tells the guard, and nobody writes it down.
- When the police ask for details, the photos are on a guard's phone that has left.
- A resident reports a broken railing and never hears back.
How it works
- A resident opens Report an incident on the portal or the Resident app. They choose the type, write one line on what happened, where, the details, and add photos or videos.
- A guard opens Incidents on the guard page or the Guard app. They also choose how serious it is and add the people and the vehicle involved.
- The office opens Visitors > Gate > Safety > Incidents, filters From residents or High / critical, and clicks Start Review.
- The office sets the owner and the Follow Up By date, writes the actions taken and the police or complaint reference. Whoever reported it is told at each step.
- Action Taken, then Close with the resolution; Dismiss for a report that needs no action; Reopen if it comes back.
- The resident sees the status, the answers and the resolution under Your reports. While it is open, they can add a reply.
Everything it does
The incident
- Number, title, type: Theft, Trespass, Damage, Fight / Disturbance, Medical, Fire, Suspicious Person, Vehicle, Lost / Found, Maintenance / Safety Hazard, Noise, Other
- Severity: Low, Medium (the default), High, Critical
- When, where, gate, flat, description, people involved, visitor involved, vehicle
- Photos and videos, uploaded while the report is written; up to 6 files from the Resident app
- Reported by, and whether a resident, a guard or the office reported it
Residents' reports
- Report an incident under Community on the portal and in the Resident app
- The flat is filled in, and Where starts as the flat when left empty
- A resident's report starts as Medium; the office sets the severity
- Your reports: only the reports this person made for this flat, with All, Open and Closed and a search
- Each report shows its status, photos and videos, the office's latest answers and the resolution
- Add a reply or more details: open reports only; a closed report cannot get new photos
Follow-up in the office
- Statuses: Reported, Under Review, Action Taken, Closed, Dismissed
- Owner, Follow Up By date, actions taken, Police / Complaint Ref., resolution
- Actions must be written before Action Taken, and the resolution before Close
- Overdue past the follow-up date: the owner gets a to-do (checked daily)
- Blacklist Visitor: puts the visitor involved on the blacklist with the incident as the reason
- Filters: Open, Overdue, High / critical, From residents
Photos and videos
- Delete Incident Media After (days): 0, never, to start with
- Keep Media on an incident keeps its photos and videos for good, for a police case for example
Who uses it
ResidentReports an incident with photos, follows it and replies to the office.
GuardReports incidents from the gate or the Guard app, with severity, people and vehicle.
Society officeReviews, owns follow-ups, answers residents and closes incidents.
Managing committeeMembers with manager access hear of high and critical incidents at once.
Where you use it
- Web: Visitors > Gate > Safety > Incidents in the back office
- Web: the resident portal, Community > Report an incident
- The SmartMy Society Resident app: Community > Report an incident (built and in testing, not in the app stores yet)
- Web: the guard page at /guard, Incidents; the SmartMy Society Guard app: Incidents (built and in testing, not in the app stores yet)
- Not for broken gate equipment: guards report that under Gate problems
What you control
Settings
- Delete incident media after (days): 0, never
- Keep Media on an incident: off; on keeps its photos and videos for good
- Severity of a resident's report: Medium (fixed; the office changes it)
Notifications
- Serious Incident: an incident reported as high or critical, to the office managers at once; push, WhatsApp, SMS, email and in-app
- Incident Update: to the resident or guard who reported it when the office reviews, acts, closes or dismisses it; push, email and in-app
- Both are transactional and go out at any hour; a person can switch off only a channel such as email
- Overdue follow-ups: a to-do for the owner
- Not sent: no message tells the office of a new medium or low report; the office works from the Open and From residents filters
Questions
Can other residents see my report?
No. A resident sees only the reports they made for their flat, with the office's answers and the resolution. Other residents never see them.Who is told about a fire or a theft at once?
An incident reported as high or critical goes to the office managers at once, on every channel. A resident's report starts as Medium and waits in the register until the office reviews it.Can the office ask the resident a question?
Yes. The office writes on the incident and the resident reads it under Your reports. They answer under Add a reply or more details while the report is open.Which plan has the incident register?
Growth, for residents and guards. The printed report, the analysis and write-ups from an SOS or a patrol check come with Scale.Related features
MANAGEMENTIncident reports and analysisA resident's SOS, a guard's panic alert or a problem found on a patrol round becomes an incident in one step, linked both ways. Print the incident report for the police, the insurer or the general body, and count incidents by month, type and severity.GATE, GUARDS AND KIOSKResident SOS to every guard and the officeA resident presses SOS on the portal or the Resident app, picks Medical, Fire, Intruder or Lift stuck, and confirms. Every guard and the society office are alerted at once with the flat, and the resident sees who is responding.GATE, GUARDS AND KIOSKGuard panic alertA guard holds one button for Panic, Assist, Medical, Fire, Intruder or Other. Every other guard of the society and the office are alerted at once, and the guard sees who is coming.SECURITY OPERATIONSGuard patrol rounds with QR and NFC checkpointsGuards walk set routes through the towers, basements and terrace. They scan a QR label or NFC tag at each checkpoint, even without signal. A round that is missed, late or half done reaches the office at once.GATE, GUARDS AND KIOSKBlacklist, automatic check-out and overstaysBlacklist a person with the reason, and every gate and the kiosk stop them unless the office overrides it in writing. Visits still open at closing time close by themselves, and long stays are flagged.FLATS AND RESIDENTSResident app and resident web portalResidents answer the gate, invite guests, follow daily help and parcels and read alerts in the SmartMy Society Resident app or in a browser. Both show the same flat and do the same things.
See it set up for your own society.
Tell us how many towers, flats and gates you have. We will show you and your committee the resident app, the guard app and the office screens, set up that way.