Resident grievances with SmartMy Grievance
Residents file confidential grievances, such as harassment by a co-resident or a staff member. They use Report confidentially in the SmartMy Stay app or the grievance portal. The case stays with the committee. A room change, warning or notice to vacate reaches the property only as a request or a to-do. It comes with the case number and the committee's note.
PLANSEvery planWith SmartMy Grievance
The problem it solves
- A woman resident is harassed by a co-resident and will not tell the male caretaker.
- The management decides to move someone, and the caretaker hears the whole story to do it.
- A decision to warn a resident is never carried out because nobody tells the property desk.
- The complaint passes through the office, and soon every floor knows who complained.
How it works
- In SmartMy Grievance, tick Hostel Residents on each grievance type residents may file. It is on for new types.
- A resident in house opens Report confidentially in the SmartMy Stay app or on the grievance portal. They can give their name or not.
- The case goes to the committee named for that type, never to the property desk.
- The committee decides. A relief or action line can be Change of hostel room / hostel, Written warning or Notice to vacate the hostel.
- When the line is applied, a room change becomes a room change request on that person's stay. It reads Room change arranged by the management, with the case number and the line's note.
- A warning or a notice to vacate becomes a to-do on the stay for the property's managers, with the case number and the note.
- The property carries it out as usual: Change Room for the request, an incident for the warning, Notice to vacate for the notice.
Everything it does
Who can file
- Residents in house: stays checked in or on notice
- Only grievance types with Hostel Residents ticked
- As shipped, General grievance and Whistle-blower are open to residents, with Ragging, Student grievance and Child protection; Sexual harassment at the workplace is not
- Anonymous reports from the sign-in screen need no login
What the property receives
- Change of hostel room / hostel: a room change request for the desk. It has the reason Room change arranged by the management, the case number and the line's note
- Written warning and Notice to vacate the hostel: a to-do on the stay for the managers, named after the action and the case number. It has the line's note
- The person whose room changes sees that reason, with the case number and the note, in the app. When the line is about the other party, that person sees it
- No case file or statement is passed by the system; only the note the committee writes
- If the room change cannot be asked for, for example one already waits, the committee sees why and the line stays open
Who uses it
ResidentFiles a grievance, with their name or without it, and follows it under My cases.
Grievance committeeHears the case and decides the relief and the action.
Front DeskCarries out the room change request like any other.
Property ManagerGets the to-do and records the warning or serves the notice.
Where you use it
- The SmartMy Stay app: Report confidentially in the Menu and on the sign-in screen. Built and in testing, not in the app stores yet
- Portal: the grievance pages of SmartMy Grievance
- Web: the relief and action lines of the case in SmartMy Grievance; the room change request and the to-do in Stay
- Not the case file in Stay: property staff never open the case through Stay, but they read the note and case number
What you control
Settings
- Hostel Residents: per grievance type; on for new types
- Reliefs and actions: per grievance type
Approvals
- Room change: the request from the case is handled like a resident's own request; see Room change
Notifications
- Case messages to the complainant and the committee: those of SmartMy Grievance
- Property managers get a to-do in the back office, not a message
Works with
SmartMy GrievanceNeeded for this page: grievance types, committees, the confidential case file and Report confidentially in the app.
Questions
Will the caretaker read what the resident wrote?
No. The case goes to the committee. The property receives only a request or a to-do with the case number and the note the committee writes on its decision.What should the committee write in the note?
Keep it neutral, such as moving before Monday. The note and the case number are copied to the property, and the person whose room changes sees them in the app.Can a resident report without their name?
Yes, from Report confidentially on the app's sign-in screen, where the grievance type allows it.Does the property move the resident by itself?
No. The desk gets a room change request and moves the resident with Change Room, choosing the bed.Which grievances can residents file?
The types you open to residents. As shipped, General grievance and Whistle-blower are open; workplace sexual harassment is not. Add your own types in SmartMy Grievance.Related features
STAYSRoom change with history and prorated rentMove a resident to another bed from any date. The old bed is free from that day and every move stays in the history. With billing, rent is corrected by the day.STAYSNotice to vacate and the exit dateA resident gives notice from the portal or the app, or the desk records it. The exit date is proposed from the notice period and the days short are counted. The bed is free for the next resident from that date.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.PORTAL AND APPSThe resident appSmartMy Stay is the phone app for residents of your PG or co-living property, and for a guardian where a resident has one. It covers the stay, leave, documents, room change and notice to vacate, an inbox of what the property tells them, and an SOS button. With billing and daily life it adds dues with Pay, notices with polls and attendance.ROLESWho sees which hostel and which stayEach member of staff sees only the properties where they are named as manager, warden or front desk. Residents, and a guardian where a resident has one, see only their own stay. The owner sees every property of the Entity.
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.