Resident complaints with SmartMy Desk
Residents and guardians raise complaints and repair requests as SmartMy Desk tickets. The ticket gets the stay, the room and the property by itself, and the bed in the location note. Room inspection findings open repair tickets, and a team lead can charge damage to the resident's stay.
PLANSEvery planWith SmartMy Desk
The problem it solves
- A resident tells the caretaker about a leaking tap, and nobody writes it down.
- The plumber gets a message with no room number and walks the floors asking.
- Damage found at a room inspection is noted on paper and never repaired.
- A broken chair is repaired, but the resident who broke it is never charged.
How it works
- Each property names its Helpdesk Team, next to Site on the property form. Routing rules of the helpdesk still come first.
- A resident in house, or a guardian where the stay has one, raises a ticket. They use the Helpdesk card of the portal or the SmartMy Desk app.
- The ticket gets the Hostel Stay, the room and the Hostel by itself, and the bed in the location note. A guardian of two residents picks which one it is about.
- The property's team works the ticket in SmartMy Desk as usual.
- When a room inspection is finished, each finding marked Damage or Needs maintenance opens a ticket for the room, with the photo.
- When that ticket is closed, the inspection gets a note: Fixed through, with the ticket number.
- If the resident caused the damage, a team lead clicks Charge the Resident, fills in what for and the amount, and clicks Charge.
Everything it does
Who can raise a ticket
- Residents whose stay is checked in or on notice
- Their guardians, when the guardian has no stay of their own
- They raise the issue types open to internal requesters, and are never billed as outside customers
- The ticket belongs to the property's Entity
Filled in on the ticket
- Hostel Stay and Hostel
- Room: the room of the stay, unless the person chose another place
- Location note: the bed, unless the person wrote one
- Team: the property's Helpdesk Team, unless a routing rule says otherwise
From room inspections
- Findings of the kinds Damage and Needs maintenance open a ticket when the inspection is marked done
- Cleanliness, Prohibited item and Other findings do not
- The ticket is raised by the inspector, through the staff channel, for the room and the stay
- The finding shows its Ticket; closing the ticket notes Fixed through on the inspection
Charge the Resident
- On a ticket with a stay, for helpdesk team leads
- Fields: Resident (a stay in house), For, Amount (above 0)
- Today the Resident list offers any resident in house, in any property or Entity: check the name before you charge
- Adds a Damages charge to the stay and a note on the ticket and the stay
- Billed with the property's other charges; refused for a property that does not bill
Reports
- Tickets can be searched by Hostel and Hostel Stay and grouped by Hostel
- The property dashboard counts the property's open complaints
Who uses it
Resident, or a guardian where there is oneRaises the complaint and follows it on the portal or the Desk app.
Helpdesk teamWorks the property's tickets with the room already filled in.
Helpdesk team leadCharges damage found in a ticket to the resident's stay.
WardenFinishes room inspections, which open the repair tickets.
Hostel ManagerWatches open complaints on the dashboard.
Where you use it
- Web: tickets in SmartMy Desk with the Hostel (property) and Hostel Stay fields; Helpdesk Team on the property form; Charge the Resident on the ticket
- Portal: the Helpdesk card of the resident's portal
- The SmartMy Desk app: residents raise tickets there
- The SmartMy Stay Staff app: the dashboard counts open complaints. Built and in testing, not in the app stores yet
- Not in the SmartMy Stay app: residents raise complaints in the Desk app or on the portal
- Not a complaint screen in Stay itself: complaints live in SmartMy Desk
What you control
Settings
- Helpdesk Team: per property; empty uses the helpdesk's own routing
Notifications
- Ticket messages to the person who raised it and to the team: those of SmartMy Desk
- A damage charge is billed with the property's other charges, so it reaches the resident on the next property invoice
Works with
SmartMy DeskNeeded for this page: tickets, teams, routing and the Desk app. Rooms on tickets come with Desk's sites and locations.
Questions
Does the resident have to type the room number?
No. The room and the property come from the stay, and the bed goes into the location note.Can a guardian raise a complaint for a resident?
Yes, where the stay has a guardian. With two residents on their login, the guardian picks which one it is about.Are residents charged for raising a ticket?
No. Residents and guardians raise tickets as internal requesters and are never billed as outside customers.How do repairs found at an inspection reach maintenance?
When the inspection is marked done, each Damage or Needs maintenance finding opens a ticket for the room with the photo.Can we charge the resident for damage?
Yes. A helpdesk team lead clicks Charge the Resident on the ticket. A Damages charge goes on the stay and is billed with the rest. Check the resident's name first.Related features
DAILY LIFERoom inspections and incidentsCaretakers inspect rooms from a checklist, record what they find with a photo and charge damage to the resident responsible. Incidents are logged with the residents involved, and closed with the action taken, a written warning or a fine.CHECK-OUT AND SETTLEMENTRoom kits and their condition at check-in and check-outEach room type has a kit (cot, mattress, cupboard, fan), and each room holds its kit in stock. The room's condition is recorded when a resident checks in and when they leave. Damaged and missing items become charges on the stay. It needs the Inventory app in your account.BILLINGRent bills raised each periodEvery night the system adds the rent that has fallen due, puts the open charges on invoices and sends them to whoever pays. When a resident gives notice, moves room or leaves early, rent already billed is corrected with an adjustment or a credit note.PORTAL AND APPSResident and guardian portalResidents sign in on the web to see their stay, upload ID documents, apply for leave, ask for a room change and give notice. A guardian, where a resident has one, signs in too. With billing they also see dues with Pay, and download the statement and yearly rent receipts. They read notices, answer polls and check their in and out record.PORTAL AND APPSDashboard for managers and ownersManagers and owners open the staff app on a dashboard. It shows occupancy now and over 30 days, beds by status, and who arrives and leaves. It also shows rent due by age, money invoiced and collected this month, deposits held, enquiries and open issues. With several properties it adds them up first, then shows each one. The web has its own dashboard.
See it with your own beds and rent plan.
Tell us how many beds and properties you run. We will show you a booking, a month of rent and a move-out, set up the way your PG works.