Incidents & complaints
Incidents & complaints
One-off or short-lived issues reported by citizens, staff or partners (noise, ASB, safety concerns, service issues).
A repeatable pattern for managing complex work.
When to use
- Use when you need consistent intake, triage, and resolution for one-off issues.
- Not ideal when the work is a long-running programme with evolving milestones.
Example workflows
- Citizen report to resolution with SLA tracking
- Complaint intake with escalation and updates
- Incident follow-up with evidence capture
How the platform implements this pattern
- Structured intake forms with validation
- Workflow routing, SLAs, and escalation rules
- Dashboards for volume, status, and outcomes
Sectors using this pattern
- Local authorities - districts / boroughs / unitaries
- Local authorities - counties / combined authorities
- Housing - councils & associations
- Community safety & policing (non-emergency)
- Universities & further education
- Education & schools partnerships
Use cases using this pattern
- Community safety & ASB
- Housing & neighbourhood operations
- Neighbourhood & public realm ops
- Regulatory & enforcement casework
- Campus & organisational safety
- Student wellbeing & support
Role-based benefits
- Leaders: oversight and accountability
- Service heads: repeatable templates and controls
- Operations: workload balance and SLA visibility
- IT and data: secure access and reporting
Configuration & extensibility
Templates, versioning, and governance controls keep the pattern consistent while allowing local variation.
Related patterns
- Requests & service workflows
- Investigations & enforcement
- Inspections & visits
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