Every complaint a ticket, every asset on a schedule, every visitor logged.
EstateFlow Complaints & Maintenance runs the service side of a society or tower. Requests arrive from WhatsApp, the resident app, the phone or the gate and become prioritised tickets with SLA timers. Technicians and vendors are dispatched from a mobile app that works offline; parts and labour cost post to the work order. Preventive schedules keep generators, lifts and pumps from failing, and the same platform handles visitor passes, amenity bookings and announcements.
- features
- 12features
- modules
- 13modules
- screens
- 5screens
- webhooks
- 9webhooks
- Assigned
- Imran · Zone D plumber · 07:53
- SLA
- 4 h · 1h 12m remaining
- On site
- 08:55 · valve replaced
- Parts
- Pressure valve ½" × 1 · PKR 1,850
- Sign-off
- Resident signed on phone · 09:40
Complaints on WhatsApp, assets on luck
- A resident’s complaint is a message in a group nobody owns
- The generator fails because nobody scheduled its service
- Vendors are paid without a record of what they fixed
- Visitors are waved through the gate
How each part of Complaints & Maintenance actually works
12 features from the product documentation. Select one to read what it does, the mechanism behind it, the data it holds, the state before and after, and what it connects to.
Intake from any channel
WhatsApp, resident app, portal, phone, email and the gate desk create tickets with the unit, category and photos attached.
WhatsApp, resident app, portal, phone, email and gate desk create tickets with unit, category and photos.
Request source, unit, category, photos.
Ticketing, Resident app.
A message in a group nobody owns.
Nothing missed.
Work orders with SLA & priority
Categorise, prioritise, set response and resolution targets; timers escalate to the manager on breach.
Categorise, prioritise and set response and resolution targets; timers escalate to the manager on breach.
Ticket, priority, SLA, breaches.
Automation, Dispatch.
No accountability.
Accountable service.
Auto-assignment & dispatch
Route by category and zone to in-house staff or vendors; track status, rate vendors, book costs.
Route by category and zone to in-house staff or vendors; track status; rate vendors; book costs.
Assignee, vendor, status, rating, cost.
Technician app, Accounts.
Manual dispatch.
Fast, tracked resolution.
Technician app (offline)
Job list, navigation, checklists, parts used, photos and resident sign-off; syncs when back online.
Job list, navigation, checklists, parts used, photos and resident sign-off; syncs when back online.
Jobs, checklists, parts, photos, sign-off.
Ticketing, Parts, Accounts.
Paper job sheets.
Costed, signed-off work.
Preventive maintenance
Recurring schedules per asset (generators, lifts, pumps, transformers) generate tickets before failure.
Recurring schedules per asset (generators, lifts, pumps, transformers) generate tickets before failure.
PM schedule, asset, tasks.
Assets, Ticketing.
Run to failure.
Fewer breakdowns.
Assets & spare parts
Asset register with history and warranty; parts stock, consumption per work order and reorder alerts.
Asset register with history and warranty; parts stock, consumption per work order and reorder alerts.
Assets, history, warranty, parts.
PM, Accounts.
Unknown assets and parts.
Informed maintenance.
Visitor management
Residents pre-authorise visitors from the app; the gate verifies by QR or code; entries and exits are logged.
Residents pre-authorise visitors from the app; the gate verifies by QR or code; entries and exits logged.
Visitors, passes, logs.
Access control, Security.
Visitors waved through.
Secure, logged entry.
Amenity booking
Clubhouse, halls and courts with schedules, fees and availability, paid through Billing.
Clubhouse, halls and courts with schedules, fees and availability; fees collected through Billing.
Amenities, bookings, fees.
Billing, Resident app.
Double bookings.
Fair amenity use.
Announcements & polls
Notices, circulars, polls and emergency alerts on app, SMS and WhatsApp to all residents or a block.
Notices, circulars, polls and emergency alerts on app, SMS and WhatsApp to all residents or a block.
Announcements, polls, alerts.
Resident records.
Notice boards.
An informed community.
Resident & unit records
Residents, owners, tenants, contacts and dues per unit, shared with Billing.
Residents, owners, tenants, contacts and dues per unit, shared with Billing.
Resident, unit, ownership, contacts, dues.
Billing, Communication.
Paper registers.
Organised community data.
Security & guard management
Patrol logs, incident reports and access-control integration with barriers, RFID and ANPR.
Patrol logs, incident reports and integration with barriers, RFID and ANPR.
Patrols, incidents, access events.
Visitor management, Access hardware.
No security record.
Documented security.
Service dashboards
Open vs closed, SLA compliance, cost by asset and category, PM adherence, vendor performance and recurring-issue analysis.
Open vs closed, SLA compliance, cost by asset and category, PM adherence, vendor performance, recurring issues.
Ticket metrics.
Insights.
No overview.
Service management by numbers.
13 modules, switched on per role. Admins configure rules; everyone else sees only what applies to them.
- Request Intake
- Work Orders / Ticketing
- SLA & Priority
- Dispatch & Vendors
- Technician App
- Preventive Maintenance
- Assets & Spare Parts
- Visitor Management
- Amenity Booking
- Announcements & Polls
- Resident Records
- Security & Guards
- Service Dashboards
One file, start to finish.
A realistic sequence from the documentation, with the state before and after each step. Names and numbers are illustrative.
Resident app, technician app (offline) and security app.
- 01
Complaint arrives
A resident of D-118 sends "no water pressure since morning" on WhatsApp with a photo at 7:52 am. A ticket opens with High priority, 4-hour SLA.
- 02
Dispatch
The plumbing rule assigns it to technician Imran in Zone D. He gets it on the app with the unit location.
- 03
Resolve
Imran replaces a pressure valve, records 1 part and 45 minutes, takes a photo and gets the resident’s sign-off on his phone at 9:40 am.
- 04
Cost and close
Parts and labour post to the work order and to the society’s maintenance cost centre. The resident gets a WhatsApp confirmation and a rating link.
- 05
Prevent
The Block D booster pump is due its monthly PM on the 15th; the ticket generates automatically.
- 06
Report
September closes at 96% SLA compliance; the recurring-issue report flags Block D water pressure three months running.
Complaints & Maintenance, screen by screen
Click the sidebar to move between the overview, lists, records, boards and the settings that drive the rules. Sample data on real layouts.
Service desk
Green Valley Residents’ Society · September| Ticket | Unit | Category | Priority | Assigned | SLA |
|---|---|---|---|---|---|
| T-9147 | D-118 | Water | High | Imran (Zone D) | 1h 12m left |
| T-9142 | Block E gate | Security | Urgent | Vendor · SecureTech | Breached 40m |
| T-9138 | Street 12 | Streetlights | Medium | Electrical team | 9h left |
| T-9130 | Clubhouse | Sanitation | Low | Housekeeping | Resolved |
Tickets
38 open · 5 breaching| Ticket | Unit | Category | Source | Priority | Assigned | SLA | Status |
|---|---|---|---|---|---|---|---|
| T-9147 | D-118 | Water pressure | High | Imran (Zone D) | 1h 12m | On site | |
| T-9142 | Block E gate | Barrier fault | Guard app | Urgent | SecureTech | Breached 40m | Vendor en route |
| T-9138 | Street 12 | Streetlight | Resident app | Medium | Electrical team | 9h | Assigned |
| T-9130 | Clubhouse | Sanitation | Phone | Low | Housekeeping | Met | Resolved |
| T-9128 | B-044 | Generator supply | High | Electrical team | Met | Closed · rated 5 |
Ticket T-9147 · Unit D-118
Water pressure · High · 4 h SLA · opened 07:52 via WhatsApp- 07:52WhatsApp: “no water pressure since morning” + photo → ticket opened
- 07:53Auto-assigned by rule (Water · Zone D) → Imran · push sent
- 08:55On site · checklist started
- 09:30Valve replaced · part issued from store · photo
- 09:40Resident sign-off on phone · WhatsApp confirmation · rating link
- Asset
- Booster pump D-3 (PM due 15 Oct)
- Related
- 3 water tickets in Block D this month
- Dues
- PKR 48,600 outstanding
Assets & preventive maintenance
64 assets · 92% PM adherence| Asset | Location | Vendor | PM cycle | Last PM | Next PM | Open tickets | Status |
|---|---|---|---|---|---|---|---|
| Generator G-1 · 500 kVA | Main substation | PowerCare | Monthly | 15 Aug | 15 Sep · overdue | 0 | Running |
| Booster pump D-3 | Block D | In-house | Monthly | 15 Sep | 15 Oct | 1 | Degraded |
| Barrier · Gate E | Block E gate | SecureTech | Quarterly | 01 Jul | 01 Oct | 1 | Fault |
| Transformer T-4 | Block F | LESCO contractor | Half-yearly | 10 Apr | 10 Oct | 0 | OK |
| Lift · Clubhouse | Clubhouse | Schindler | Monthly | 20 Sep | 20 Oct | 0 | OK |
SLA, routing & intake rules
Green Valley Residents’ Society- Urgent
- Response 15 min · resolve 2 h · escalate to manager
- High
- Response 30 min · resolve 4 h
- Medium
- Response 2 h · resolve 24 h
- Low
- Response 1 day · resolve 3 days
- Water / sanitation
- Zone plumber
- Electrical
- Electrical team · vendor after hours
- Security
- SecureTech · guard supervisor copied
- Auto-close
- 48 h after resident sign-off
- +92 3xx society number · auto-ticket with unit lookup
- Resident app
- Category + photo required
- Gate desk
- Guard app · security only
Scheduled to email or exported to Excel and PDF. Every report drills down to the record.
- Open vs closed tickets
- SLA compliance
- Cost by asset and category
- PM adherence
- Vendor performance
- Recurring-issue analysis
- Visitor logs
- Amenity utilisation
Who uses it, and what each role sees
Access is scoped by role, team and field. A dealer never sees another dealer’s file; an agent never exports the database.
Resident
Raise and track complaints, visitor passes, amenity bookings, notices
Technician
Job list, checklists, parts, sign-off; offline
Vendor
Assigned jobs and status
Society manager
Tickets, SLA, assets, vendors, announcements
Security
Visitor verification, patrol logs, incidents
| Module | View | Create / edit | Approve | Export | Configure | Delete |
|---|---|---|---|---|---|---|
| Request Intake | AllOwnTeamTeamAll | —OwnTeamTeamAll | ———TeamAll | ———TeamAll | ————All | ————All |
| Work Orders / Ticketing | AllOwnTeamTeamAll | —OwnTeamTeamAll | ———TeamAll | ———TeamAll | ————All | ————All |
| SLA & Priority | AllOwnTeamTeamAll | —OwnTeamTeamAll | ———TeamAll | ———TeamAll | ————All | ————All |
| Dispatch & Vendors | AllOwnTeamTeamAll | —OwnTeamTeamAll | ———TeamAll | ———TeamAll | ————All | ————All |
| Technician App | AllOwnTeamTeamAll | —OwnTeamTeamAll | ———TeamAll | ———TeamAll | ————All | ————All |
| Preventive Maintenance | AllOwnTeamTeamAll | —OwnTeamTeamAll | ———TeamAll | ———TeamAll | ————All | ————All |
Own = only records assigned to me · Team = my team’s records · All = the whole organisation. Field-level rules can further hide price, owner or CNIC per role.
Toggle to see how each control changes the posture score. Defaults shown are our recommended configuration.
Every action writes an entry with actor, entity, before and after value and time. Entries cannot be edited or deleted, only exported. Try it: perform an action.
- 12:04:11S. KhanBooked plot 14-C · Complaints & Maintenance
- 12:03:48SystemLock acquired · unit 14-C
- 11:58:02A. ButtApproved discount 5% · AP-2291
- 11:41:30H. MalikExported leads (team, 84 rows)
- 11:20:15AdminChanged role: F. Noor → Field agent
- 10:15:07SystemBlocked transfer · GV2-0930 (defaulter)
What happens without anyone clicking
Rules run the routine work. Flo, the AI assistant, handles the parts that need language or judgement, and every AI action is logged.
Automations
- Ticket from WhatsApp, app or phone
- Assignment by category and zone
- SLA escalation on breach
- Preventive-maintenance ticket generation
- Reorder alerts
- Visitor notifications
Flo in Complaints & Maintenance
- Auto-triage and categorisation
- Predictive maintenance from sensor data
- Complaint sentiment
Outbound WhatsApp uses approved templates. Low-confidence cases escalate to a person.
Connects to anything, not just the list
Every connector in the catalogue, the full REST API and a webhook for every state change. If it has an API, EstateFlow talks to it.
Every connector below is available to Complaints & Maintenance. Those most used with it are highlighted; anything not listed connects through the REST API, webhooks or Zapier / Make / n8n.
- Zameen
- Bayut
- Graana
- OLX Property
- Meta Lead Ads (Facebook, Instagram)
- Google Ads lead forms
- TikTok lead forms
- Website forms
- Landing-page builders
- Chat widget
- QR / offline import (CSV, Excel)
- WhatsApp Business API (Meta Cloud API or any BSP)
- SMS gateways (Telenor, Jazz, Zong, Ufone, Twilio)
- Email (SMTP, Gmail, Outlook, SendGrid)
- VoIP / cloud PBX (SIP, Asterisk, Twilio Voice)
- Call tracking numbers
- Push notifications (FCM, APNs)
- Payment gateways (PayFast, Safepay, JazzCash, Easypaisa, Stripe)
- Bank transfer / IBFT references
- Pay links
- Bank statement import (CSV, MT940)
- Bank feeds (Enterprise)
- POS terminals
- QGIS projects (.qgz)
- PostGIS
- GeoServer (WMS / WFS)
- Shapefile, GeoJSON, KML, DXF / CAD import
- Mapbox, Leaflet, OpenLayers clients
- ArcGIS / Esri (Enterprise)
- Satellite imagery providers
- GPS from field devices
- QuickBooks
- Xero
- Sage
- Odoo
- Tally
- SAP / Oracle / Dynamics (Enterprise)
- FBR e-invoicing
- Excel / CSV export for any ledger
- CNIC OCR
- NADRA verification partners
- DocuSign
- Adobe Sign
- PandaDoc
- Google Drive
- OneDrive / SharePoint
- Dropbox
- S3-compatible storage
- Biometric devices (ZKTeco, Hikvision)
- Bank payroll files
- Google Workspace / Microsoft 365 directories
- SSO: SAML, OIDC, Azure AD (Enterprise)
- Boom barriers & RFID
- ANPR cameras
- Smart meters (electricity, water, generator)
- IoT sensors (MQTT)
- Sales-centre kiosks & touch tables
- Digital signage
- Power BI
- Tableau
- Looker Studio
- Metabase
- Zapier
- Make
- n8n
- Google Sheets
- Slack / Teams alerts
- Everything in the UI is available through the REST API: read, create, update, and the same approvals and locks apply.
- Every state change emits a webhook within seconds, with a signed payload and automatic retries.
- Per-organisation API keys with scopes per module; OAuth 2.0 for partner apps; rate limits published per plan.
- JSON over HTTPS, cursor pagination, filtering and sorting on every list endpoint, bulk endpoints for imports.
- Sandbox organisation for testing; OpenAPI 3.1 specification and Postman collection; changelog with versioned endpoints (/v1).
- /v1/tickets
- /v1/categories
- /v1/technicians
- /v1/assets
- /v1/pm-schedules
- /v1/parts
- /v1/visitors
- /v1/amenities
- /v1/announcements
- /v1/residents
Each resource supports list, get, create, update and (where allowed) delete, with the same permissions and approvals as the UI.
/v1/ticketsOpen a ticket from a WhatsApp bot, IVR or kiosk
/v1/visitors/verifyGate device verifies a QR pass
/v1/assets?pm_due_before=2026-10-15Upcoming preventive maintenance
curl https://api.estateflow.live/v1/tickets \
-H "Authorization: Bearer ef_live_•••" \
-H "Content-Type: application/json"- ticket.created
- ticket.assigned
- ticket.sla_breached
- ticket.resolved
- ticket.rated
- pm.due
- visitor.pre_authorised
- visitor.entered
- announcement.published
Every state change in every product emits an event. Subscribe per event type, per project or for the whole organisation. Signed with HMAC-SHA256, retried with backoff for 24 hours, replayable from the dashboard.
POST https://your-server.example/estateflow
X-EstateFlow-Signature: sha256=3c9a…12ff
Content-Type: application/json
{
"id": "evt_01J8Z6M9QK",
"type": "booking.created",
"occurred_at": "2026-09-06T07:04:12Z",
"organisation": "green-valley",
"data": {
"booking_id": "BK-2026-0417",
"unit": { "id": "14-C", "project": "phase-2", "block": "C", "size": "10 Marla" },
"customer": { "id": "c_88112", "name": "Ahsan Raza" },
"plan": "36m-cat-b",
"net_price": 4441250,
"agent": "u_0142",
"dealer": "d_al-noor"
}
}Connected EstateFlow products
- BillingRecurring charges billed, collected and receipted without a register.
- Agent & Buyer AppsThe CRM in the agent’s pocket. The scheme in the buyer’s.
- AccountsBooks that post themselves from bookings, receipts and purchases.
- Documents & ContractsAgreements, deeds and receipts that generate themselves, signed with a trail.
Complaints & Maintenance runs standalone or with the rest of the suite on the same database. Quotes are per organisation, based on users, plots and files.
- Demo on your own data
- Data migration from spreadsheets or your current system
- Onboarding and WhatsApp template approval
About Complaints & Maintenance
01 Can residents raise complaints on WhatsApp instead of installing an app?
Yes. Messages to the society’s WhatsApp number open tickets automatically, and updates go back on the same thread. The app adds visitor passes, dues and amenity booking.
02 Does it integrate with gate barriers and cameras?
Enterprise integrates with barriers, RFID and ANPR systems for access events and links them to visitor passes and guard logs.
See Complaints & Maintenance on your own data.
A 45-minute demo on your own data. We load a sample of your inventory and files before the call, so you see your plots, your plans and your numbers, not a sample scheme.
- One block of your scheme digitised on the live map
- A booking → schedule → WhatsApp reminder, end to end
- A file transfer with the lock and dues check
- A rollout order and a written quote within two days