FretBox Logo
Skip to content
Explore modules

Complaints & Maintenance

A complaint needs an owner.A resolution needs a record.

Connect student complaints with assignment, maintenance action, status updates and resolution so the campus can follow an issue through.

Discuss this module Explore the workflow

A personalised 30-minute campus walkthrough.

A connected campus workflow

  1. 01

    Raise the issue

    The student submits the complaint with its context.

  2. 02

    Take responsibility

    The campus team assigns and follows the work.

  3. 03

    Close the loop

    The student sees the outcome and the record remains available for review.

Your university defines the rules and responsibilities.

Connected roles
  • Students
  • Wardens & caretakers
  • Maintenance teams
  • Chief Warden

What this connects

The work. The people. The complete picture.

01

One place to raise an issue

Students submit complaints and grievances through Fretbox.

02

Visible work ownership

Assignment, progress and escalation help the responsible team track follow-up.

03

Service history

Review resolution records and recurring issues across hostel blocks.

Explore the workflow · Interactive examples with sample data
Inside the workflow

One request. See both sides.

Follow a hostel complaint from the student’s phone to the campus team and the resulting record.

Hostel complaint walkthroughIllustrative workflow · sample request #1042
Student app#1042

Block B · Room 214 · Plumbing

Leaking tap in the washroom

The tap keeps running after it is closed. Please arrange a repair.
Photo attachedSubmitted · 9:10 AM

Request received by the hostel team

Student view

A simple starting point.

Students raise a hostel complaint through FretBox, giving the campus team a clear starting point for responding.

Choose a step to explore the workflow at your pace.

Explore the detailed service board
Service Board

Ticket #1042 — Leaking tap, Block B Rm 214

Move the ticket through its states. Switch perspectives to see what each person sees at the same moment.

Student viewReceived

Ticket #1042 submitted. "Leaking tap in Room 214, Block B. Water dripping constantly." Photo attached. Waiting for warden to assign.

Recurring Problem Analysis

From one ticket to a block-wide pattern

Block B has had 14 plumbing complaints this month. That's not bad luck — that's aging pipe infrastructure. FretBox surfaces this pattern so maintenance can fix the root cause, not just the symptom.

Block B
14 Plumbing
Block C
11 Electrical
Block A
8 Furniture
Block D
6 Housekeeping
Structured tickets
Category, priority, photo, SLA — every complaint tracked from day one
SLA enforcement
Electrical: 2h acknowledgement, 24h resolution. Breaches auto-escalate
Resident satisfaction
Every closed ticket gets a rating. Block and staff scores visible to Chief Warden
Maintenance analytics
Which block, which category, which staff — monthly patterns prevent recurring issues

Configured for your campus

Start with your university’s rules.

Agree the scope with the people who own the work. Fretbox supports configuration, role-specific training and adoption.

See implementation & support

Bring these to the discussion

  • Complaint categories and assigned service teams
  • Response targets and escalation responsibilities
  • Student confirmation, reopening and closure rules
Can our response targets and escalation rules differ by issue?

Agree the service categories, responsible teams and response targets during setup. The walkthrough uses sample timings; your institution’s actual service rules are configured separately.

The next connection

Hostel Operations

Students choose their room. Your university sets the rules.

Communication & Notices

The right update. To the people it affects.

Reporting & Governance

See the campus picture. Find the record behind it.

From an example to your campus

Let’s walk through your complaints & maintenance.

Bring the workflow, the teams involved and your existing systems.

Book a campus demo Share the university brief