1. One place to raise a complaint
If complaints arrive by call, message and in person, some will be lost. Ask tenants to raise everything in one channel and accept that route only, politely, for non-emergencies.
2. Ask for a category and a photo
A category (plumbing, electrical, cleaning, internet, food) tells you who to send. A photo often saves a visit or tells the plumber what to bring.
3. Show a status the tenant can see
Open, in progress, resolved. When tenants can see the status, they stop asking for updates, and you stop answering the same question five times.
4. Reply in the same thread
Keep the conversation attached to the complaint, so whoever picks it up next sees the history. It also gives you a record if there is a dispute later.
5. Ask for a rating and read the patterns
A one-to-five rating after resolution shows which problems are fixed properly. Count complaints by category per month: three leaks in one room is a plumbing job, not three small jobs.
How PG Nexon handles it
Tenants raise a ticket in the app with a category and photos. Staff and tenant chat in a thread on the ticket, staff move it from started to resolved, and the tenant rates it from one to five. Open complaints also show in the owner's dashboard and the nightly summary.