Two sides of the same case.
Following one fictional example (Amina reports black mould in her son's bedroom) to show what the tenant sees and what the caseworker sees, side by side.
Reports it
Tenant sees
Sends a WhatsApp message and a photo of the mould on her son's bedroom wall.
Caseworker sees
Case appears in the inbox, auto-triaged as a potential significant hazard, with a vulnerability flag for the child in the household.
Gets a response
Tenant sees
Receives a case reference and a plain-English explanation of what happens next, within seconds.
Caseworker sees
Confirms the triage, and the 10-working-day investigation clock starts.
Investigation
Tenant sees
Books an inspection slot that works around her shifts.
Caseworker sees
Dispatches a contractor; their photos and report attach to the case automatically.
Findings
Tenant sees
Gets a written summary of the findings within 3 working days of the investigation concluding.
Caseworker sees
Generates the summary letter from a template, within the statutory window, with an alert if the deadline is approaching.
Resolution
Tenant sees
Tracks progress without having to chase, then confirms the fix.
Caseworker sees
Logs the completed works and closes the case once the tenant confirms.
After
Tenant sees
Can escalate to a formal complaint in one tap if unsatisfied, and is told about the Housing Ombudsman.
Caseworker sees
Case data feeds Tenant Satisfaction Measures and compliance dashboards automatically.