3:20 PM · Maintenance

3:20
Radiator hissing · 4BResolved
  • 11:48 PMReported by the resident, with photo
  • 6:12 AMAuto-routed to Marco (heating, lightest load)
  • 3:20 PMMarked resolved: valve tightened
  • 4:02 PMResident confirmed the fix

Work orders that route themselves.

Residents report with photos; the request finds the right super automatically and escalates if it stalls.

11:48 PM, the night before · Unit 4B

Reported at midnight. Quiet by three.

At 11:48 PM the radiator in 4B starts hissing. The resident reports it, a few taps, two photos, and goes back to sleep. A routing rule finds Marco before breakfast.

By 3:20 the valve is tight and the resident has confirmed it. Every hop between those two moments, filed, routed, accepted, resolved, confirmed, wrote itself to the record.

Radiator hissing Unit 4B · Marco In progress Resolved ✓

11:48 PM · In the resident's app

Reporting that asks the right questions.

The report flow is a short chat: it asks the clarifying questions a good super would, prompts for photos, then writes the ticket itself. A plain form is always there too.

  • Describe it in plain words. The chat asks what a good super would, then drafts the ticket, no form required, though one's always there.
  • Photos, up to six. Camera or library, stored privately.
  • Category and urgency. Seven categories, three urgency levels, set by the resident, adjustable by staff.
  • A thread on every ticket. Two-way messages with whoever's handling it, photos included, unread badges.
  • The resident closes the loop. "Confirm fixed" ends it; "Not fixed" reopens it, no silent closures.
The same app that opens the door →
11:48
Is the radiator leaking, or just noisy?
Just noisy, hissing, and it's warm to the touch.
Radiator hissingHeating · Urgent · Unit 4B

6:12 AM · On the super's phone

The super's queue, without the paper.

Marco doesn't install anything new. The same app that gets him in the building shows him what's waiting, sorted by who's actually on duty.

  • On duty, off duty. One toggle; routing only assigns to supers who are actually on.
  • A queue, not a pile. Awaiting accept, mine, unclaimed, done, with counts.
  • Accept or hand back. Hand-backs need a reason and go back to triage flagged. Nothing evaporates.
  • First claim wins. Fan-out sends urgent work to every eligible super; the first tap claims it, atomically, no double dispatch.
  • Capacity caps. Each super has a max active load; routing respects it.
Explore the front desk →
6:12
Work ordersOn duty
Radiator hissing · 4BHeating · UrgentAcceptClaimed ✓
Leaky faucet · 2APlumbing · NormalMine · 2
Hallway light · 5FElectrical · LowUnclaimed

3:20 PM · In the portal

Routing rules you can rehearse.

Management wrote the rule once: plumbing and urgent goes to whoever's lightest-loaded, or fans out to everyone on duty. Before trusting it, they ran it against ninety days of real requests to see who would have gotten what.

  • Rules route the moment it's filed. When plumbing + urgent → this super, the lightest-loaded, or fan out to everyone on duty, with fallbacks and claim windows.
  • Dry-run before you trust it. Test a rule against your last 90 days of real requests and see who would have gotten what.
  • Timers that escalate. Stale work nudges the assignee, then escalates to management; unclaimed urgent work escalates in minutes, not days. Thresholds are yours, per building.
  • A stats band that doesn't flatter. Needs triage, stale, awaiting confirmation, resolved this month, average days to fix, percent confirmed by residents.
  • Internal notes stay internal. A separate staff tab on every ticket, apart from the resident thread.
  • Privacy modes apply here too. Aggregate or pseudonymous views can withhold who reported and from where.
How the record is guarded →
app.helloveni.com · The Alden · Maintenance
Work orders6 open · 1 stale
Radiator hissing · 4BHeating · reported 11:48 PMNeeds routing
Leaky faucet · 2APlumbing · assigned to MarcoIn progress · stale 3d
Broken buzzer · 6CElectrical · resolved 3:02 PMAwaiting confirm
Plumbing + Urgent → fan out · claim 30 minRoutedRouted ✓

And the rest

The small print, in plain sight.

Encrypted at rest

Titles, descriptions, and messages on every work order are field-encrypted.

A timeline on every ticket

Assign, accept, start, resolve, each hop stamped by the system.

Handed back ≠ lost

A reason is required, and it's flagged in triage. Nothing evaporates.

Urgency can change

Staff can raise it mid-flight if it turns out worse than reported.

Reopen honestly

Resident "not fixed" or staff reopen, both go on the record.

Auto-close, politely

Confirmed, or three days after resolve, when your building requires sign-off.

4:02 PM · The record

Every hop has a stamp.

From the midnight report to the resident's confirmation, each handoff writes itself: who was assigned, when they accepted, what came back and why.

WRITES TO THE RECORD: the full work-order timeline, report, routing, acceptance, hand-backs with reasons, resolution, and resident confirmation.

Work order · Unit 4BTuesday
11:48 PMReported4B, with 3 photosREPORTED
6:12 AMRouting rule #2assigned to MarcoAUTO-ROUTED
6:14 AMAcceptedstarted 8:05ACCEPTED
3:20 PMResolvedvalve tightenedRESOLVED
4:02 PMConfirmedby the residentCONFIRMED
SHOWN IDENTIFIED · YOUR POLICY MAY SAY PSEUDONYMOUS OR AGGREGATE

6:00 AM, the next morning · Veni Intelligence

The board explains itself by breakfast.

Four rules watch the board: urgent-and-unassigned, stalled, reopened, unrouted. The briefing narrates what they find, cited to the ticket.

Ask a question in plain English and get an answer sourced to the maintenance board, scoped to buildings you're allowed to see.

Explore Veni Intelligence →
Morning briefing · The Alden

4B's radiator: reported 11:48 PM, routed by rule, resolved 3:20, confirmed by the resident. One urgent request at Maplewood has been unassigned 5 hours. Rule #3 has no one on duty.

work ordersrouting log
What's still open at The Alden?

Three requests: two in progress, one awaiting confirmation. Nothing stale.

maintenance board

3:20 tomorrow · Get started

Let the next one route itself.

Reporting in the resident's pocket, rules that know your supers, timers that refuse to let things stall, and a record that ends arguments about who knew what when.

Get a demoOr scroll through a full Tuesday →