Every complaint
resolved. Every
resident heard.
Firmity CMS turns scattered WhatsApp messages, verbal complaints, and missed calls into a structured, trackable ticket system — with SLA enforcement, auto-routing, and real-time status updates.
94%
SLA compliance rate
4h
Avg resolution time
0
Complaints lost in the system
12
Open
3
In Progress
94%
SLA Met
Lobby AC not cooling
Block A
Lift door sensor fault
Block B
Washroom tap leaking
Block C
Parking light flickering
G Floor
What Firmity CMS delivers
From complaint to closure.
Fully transparent.
Residents lose trust when complaints disappear into WhatsApp groups or verbal promises. Firmity gives every complaint a ticket number, an owner, and a deadline — and keeps everyone informed until it is closed.
Capabilities
Everything your operations team needs.
Multi-Channel Complaint Intake
Capture complaints via mobile app, web portal, QR codes, email, or front-desk logging. Every submission lands in a single queue.
Auto-Categorisation and Routing
Classify complaints by type, zone, and priority automatically. Route to the right team or technician without manual assignment.
SLA Tracking and Escalation
Define resolution SLAs per complaint type. Automatic escalation fires when deadlines approach, keeping management informed.
Real-Time Status Notifications
Complainants and supervisors receive instant updates at every status change — no need to chase for progress.
Resolution Analytics Dashboard
Track open counts, average resolution time, SLA compliance rate, and recurring issue patterns across facilities.
Full Audit and History Trail
Every comment, reassignment, and status update is logged with user and timestamp. Perfect for accountability and audits.
How it works
Logged, assigned, resolved. Automatically.
Complaint Logged
Resident or staff submits via any channel. Ticket created instantly with timestamp and category.
Auto-Assigned
System routes to the right team based on category, zone, and workload rules.
Team Resolves
Technician receives work order, updates status from field. Complainant gets notified throughout.
Closed and Logged
Resolution confirmed, feedback collected, and full history archived for reporting.
Business impact
60%
Faster complaint resolution
structured routing eliminates manual follow-up
94%
SLA compliance on average
escalation rules ensure no deadline is missed
Zero
Complaints lost or forgotten
every ticket has a number, owner, and status
100%
Resident satisfaction visibility
feedback loop closes every resolved ticket
Replace WhatsApp threads
with a real system.
Log complaints via QR code scan — no app download needed for residents
Auto-assign tickets to available technicians based on zone and skill
Send progress updates to complainant automatically at each stage
Escalate unresolved tickets to supervisors after SLA breach
Track recurring complaints to identify systemic facility issues
Generate weekly complaint reports for management review
Complaint categories
One platform. Every complaint type.
Maintenance Faults
Plumbing, electrical, HVAC, lift defects, structural issues — captured with photo evidence and location tagging.
Housekeeping Issues
Cleanliness complaints, waste management, pest sightings — with frequency tracking to catch repeat problems.
Noise and Nuisance
Neighbour disturbances, late-night noise, parking violations — logged with timestamps for dispute resolution.
Service Requests
General service requests beyond maintenance — event bookings, utility queries, access approvals, and facility requests.
Who uses it
Complaint management for every facility.
Residential Communities
Resident complaints on building facilities, security, noise, and common areas managed transparently.
Commercial Offices
Employee and tenant complaints on HVAC, cleanliness, lift service, and building access resolved fast.
Retail and Malls
Retailer and shopper complaints on signage, washrooms, parking, and common area conditions.
Healthcare Facilities
Patient and staff complaints on equipment, cleanliness, and facility conditions with rapid SLA response.
Educational Campuses
Student and staff complaints on classroom conditions, equipment, canteen, and campus maintenance.
Hotels and Hospitality
Guest complaints on room conditions, amenities, noise, and service quality — tracked to resolution.
Ready to replace complaint chaos with clarity?
Hundreds of facilities use Firmity CMS to resolve complaints faster, meet SLAs consistently, and build resident trust — without the spreadsheets.