Where are the complaints and the council kept?

In the Serviced Living app, menu Registers, under Complaints and Council. The residence form also counts its open complaints and its councils.

Can a complaint come from someone who is not a resident?

Yes. Filed by says who brought it: a resident, a relative, a representative, a visitor or someone else. Resident concerned stays empty when the complaint is about the house.

Why can I not close a complaint?

A complaint closes only once Author told on is filled: the day the author was told what came of it.

What does a council record hold?

The date it was held, who was present, the opinions and decisions, and the written report as a file.

Complaints register and residents’ council¶

Two registers a regulator reads, whatever the country: the complaints received and what came of them, and the meetings of the council of the people who live in the house.

Note

These registers are opened from the Serviced Living app, menu Registers. An establishment without that app does not see them.

The complaints register¶

Open Serviced Living → Registers → Complaints. The list opens on the Open complaints. Click New and fill in:

Field	Meaning
Received on	The day the complaint was received.
Filed by	Resident, Family, Representative, Visitor or Other.
Author	The name of the person who complained.
Resident concerned	Empty when the complaint concerns the house.
Residence	The residence the complaint is about (required in this register).
Subject	The complaint in a few words.
Complaint	The complaint in full.
What was done	The follow-up given.
Author told on	The day the author was told what came of it.
Attachments	The letter, email or any document received.

Each complaint gets a reference when it is saved (for example CPL-2026-0001).

Close a complaint¶

Fill in What was done and Author told on.
Click Close: the complaint moves from Open to Closed.

WideCare refuses to close a complaint without Author told on. A closed complaint can be reopened. Each change of status and date is kept in its history.

The residents’ council¶

Open Serviced Living → Registers → Council and click New:

Held on — the date of the meeting;
Residence — where it was held;
Present — the residents and relatives who attended;
Opinions and decisions — what the council said and decided;
Written report — the minutes, as a file.

The list shows each council with its date, residence, attendees and report.

On the residence¶

The residence form carries two buttons, Open complaints and Councils, which open its registers. When its regime sets a longest gap between two councils (Residents’ council (months)), a yellow banner warns when no council has been held yet or when the last one is too old.

Learn more¶

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