Reporting an issue

Anything broken, degraded, or unpleasant in the building can be reported as an incident: a stuck elevator, a closed pool, weeds in the garden bed, a mess in a stairwell, a leak in your unit. Reporting takes under a minute, and once an incident exists it can’t quietly disappear - it stays in the shared record until it’s resolved and verified.

Reporting on the web

Sign in and open /incidents/new (there’s a prominent “Report an issue” action on the home status page). The form asks for:

1. What it’s about - pick either an asset (an elevator, the pool, the gym…) or a unit (your suite, or a common area identified by unit). An incident is always about exactly one of the two.

2. Title - short and specific: “Elevator A2 stuck on floor 7” beats “elevator broken”.

3. Description - what you saw, when, and any detail that helps staff reproduce or locate it.

4. Severity - your honest assessment:

   • Low - cosmetic or slow-burn (weeds, a flickering light)
   • Medium - inconvenient (one washer out of three down)
   • High - significant impact (elevator out, water ingress)
   • Critical - safety or building-wide (fire alarm fault, no water)

   Staff can adjust severity during triage, so don’t agonize - and note that if a serious report sits unacknowledged too long, the system escalates it automatically.

5. Photos - attach one or more. Photos are resized server-side (max edge 1600px) and get thumbnails; they appear on the incident page for everyone.

6. Report anonymously - a checkbox. See below for exactly what it does.

As you type the description, you may see a suggestion panel appear (“Suggested: Elevator A2 · high · possible duplicate of INC-12”) - the building can enable an AI assist that reads your text and proposes the asset, severity, and possible duplicates, each with an Apply button. It’s purely a convenience; nothing is submitted until you do it.

If you scanned a QR sticker on the asset itself, you’ll land on this same form with the asset already selected - just add a title and description. (You still need to be signed in to submit.)

Reporting on mobile

The mobile app has a Report screen with the same fields: asset or unit picker, title, description, severity, photo attachment straight from the camera, and an anonymous switch. Reports made from the app are recorded with source: mobile. See The mobile app.

Anonymous reporting - the exact semantics

Some reports are awkward to put your name on - noise complaints, messes in stairwells, neighbour-related issues. Checking Report anonymously means:

• Your name is hidden from other residents everywhere - incident lists, the incident page, API responses. Non-staff see the reporter as “Anonymous resident.”
• Staff can still see who you are. Board members, managers, and admins see your real name. Your identity is stored with the incident; anonymity is a display rule for non-staff, not true anonymity from the building’s management.
• Everything else works normally: you still auto-follow the incident, still get notifications, and can still confirm the fix.

If you need to report something without management knowing who you are, CondoPulse is not the channel for that - use the appropriate external process.

Photos

• Attach photos at report time, or add them later via comments on the incident page.
• Uploads are processed automatically: resized to a maximum edge of 1600px (JPEG) with a 400px thumbnail. Originals are not kept, so a 12 MB phone photo won’t bloat anything.
• Photos are visible to everyone who can see the incident.

What happens after you submit

1. The incident appears immediately on the public incident list and (if it’s tied to an asset and marked as downtime by staff) starts counting against that asset’s uptime.
2. You automatically follow it - every status change notifies you. See Following & verified fixes.
3. Staff acknowledge it. Time-to-acknowledge targets by severity: critical 4 h, high 24 h, medium 72 h, low 168 h. If it sits past its target, it gets an SLA breached badge, an automatic severity bump, and the board is notified - your report doesn’t just age out.
4. Work happens (in progress), then staff mark it resolved.
5. You get the final say: on a resolved incident, you’ll see Confirm fixed and Still broken buttons. Confirm fixed marks it verified; still broken reopens it to in-progress.

If someone already reported it

Duplicates are fine - report anyway rather than assume someone else did. Staff merge duplicates into one incident, and when that happens you’re carried over: you become a follower of the surviving incident, keep getting notifications, and the old report’s page redirects to the merged one. Your report still counted.

Tips for reports that get fixed fast

• One issue per incident. “Elevator A2 is down and the gym door squeaks” should be two reports.
• Name the location precisely - floor, tower, which machine.
• A photo is worth a paragraph, especially for leaks, damage, and messes.
• Pick the asset when one fits; only use a unit for in-suite or location-specific issues. Asset-linked downtime is what drives the uptime bars the board watches.