Thousands of flats,
and every complaint arriving a different way.
Complaints came in by phone, by email and through forms, and landed with different people. Who looked after which building, what had happened to a report and why it was stuck could only be found out by asking around. Tenants, for their part, heard about water shut-offs and building votes from a notice in the stairwell.
What was needed was a system for both sides: an app where tenants read notices, vote and report problems, and behind it a tool where every report is assigned to a building manager and runs traceably until it is closed.
- Client
- The largest property management company in Serbia, based in Belgrade: over 600 buildings and 5,000 flats
- Scope
- Tenant app, complaint system with four roles, map and statistics, email intake, push notifications for tenants, SMS and email
- Users
- Tenants in the app, operators and controllers in the office, building managers out on site
From the tenant’s phone
to the fixed lift, and back.
A single report passes through three pairs of hands: the tenant who files it, the office that assigns it, the building manager who deals with it. Each works in their own app, all on the same data.
Recorded in the apps, on demo data: tenants, buildings and figures are invented.
Tenants on one side,
the office on the other.
Mobi Zgrada and the complaint system look different because the people in them do different jobs. Underneath, the same data.
The app in the tenant’s pocket
Notices, polls and repairs for their own building, in Serbian or English. The home screen shows the latest posts, and a push notification arrives the moment something new is published.
- Push notifications only for the tenant’s own building
- Voting in building polls, with the offers as PDFs
- Reporting a fault in a single text field
- Their own tickets and the building’s, with live status
- The building’s bank statements, right in the app
The desk where complaints get handled
Operators take calls and emails, controllers keep an eye on their managers, building managers see only their own tickets. Four roles, each with its own panel, all checked on the server.
- Dashboard with open, blocked and today’s complaints
- Complaints table with urgency, status and full-text search
- A map of every complaint coloured by urgency, with app reports on top
- Email inbox imported without duplicates
- Every building manager with their open and solved tickets
Where the management runs
every building from one screen.
Behind the app sits a control panel for the management company: buildings, residents, news, polls, bank statements, reports and bulk messages, each a card on one dashboard. Whatever is published here lands on the right tenants’ phones.
Recorded in the control panel and the app, on demo data: residents, buildings and amounts are invented.
Behind the report,
the software.
Mobi Zgrada, the app for tenants
An app for iOS and Android from one codebase. Tenants read their building’s notices, vote in polls, search past posts and report problems straight from the app. New posts and polls arrive as push notifications, and only for the tenants of the building they concern.
A complaint from filing to closing
Every report becomes a ticket with a number, an urgency from 1 to 4, a building and a responsible building manager. It moves through fixed statuses from “Received” to “Closed”. Blocking a ticket requires a reason, and every change is in the history with a name and a time.
A role system that follows responsibility in the company
Admin, operator, controller and building manager sign in through the same form and land in their own panel. What someone sees and may do follows what they are responsible for: a building manager sees only their tickets, a controller only those of their managers, and an operator cannot close.
Phone and email without retyping
When a tenant calls, the office looks up their number and the tenant, building and flat are filled in. Emails to the office are imported automatically, never twice, and matched to the tenant when the address is known. The building manager gets every new ticket by email.
A map and statistics for the office
Every open ticket sits on a map of Belgrade, coloured by urgency. The dashboard shows open, received-today and blocked complaints, with breakdowns by channel, urgency and building manager, and how many tickets each controller has closed.
Complaints still running on phone calls and spreadsheets?
Tenants, buildings, who is responsible, an app for the road: tell us how reports reach you today, and we will build the system that carries them through to closing.