Resident Issues

Resident Issues lets people report local problems — potholes, broken streetlights, fly-tipping, litter, antisocial behaviour — directly from your website. Reports land in the admin panel where you track, update and resolve them, with a public list and map that keep the community informed.

How residents report an issue

Residents sign in to a resident account and use the report form on the public website. They describe the problem, choose a category, pin the location on a map and (where allowed) attach photos. On submitting, they receive a unique reference number — for example ISS-20260219-0001 — that they can use to follow their report.

Viewing reported issues

1. Go to Community › Resident Issues in the sidebar.
2. You will see every reported issue, with the most recent at the top.
3. Use the filters to narrow the list by status, priority or category.
4. Select an issue to open its full details.

Managing an issue

Open an issue to see the resident's description, any photos they uploaded, the location on a map, and its current status and priority.

1. Change the status as the report moves through your process (see the table below).
2. Set or adjust the priority — Low, Normal, High or Urgent.
3. Add an update: an internal note for staff, or a public response the resident can see.
4. Select Save to record the change.

Issue statuses

Status	Meaning
Submitted	A new report awaiting your attention.
Under Review	You are assessing the report.
In Progress	Work to address the issue is under way.
Awaiting Third Party	Passed to another body (for example county highways) and awaiting action.
Resolved	The issue has been dealt with.
Closed	The report is finished and archived.
Rejected	The report fell outside the council's remit or could not be actioned.

Issue categories & routing

Categories group reports into types such as Roads, Lighting, Fly-tipping or Antisocial Behaviour. They also control what happens when a resident chooses that category on the report form.

1. Go to Community › Resident Issues.
2. Select the Issue Categories button at the top of the page.
3. Add, edit or remove categories as needed.
4. For each category, choose how reports should be routed (see below).

Routing mode	What the resident sees
Internal	The standard report form — the issue comes to you to manage in the admin panel.
External authority	A card pointing the resident to another body's reporting page (for example, potholes to county highways), opening in a new tab.
Information panel	Guidance text with one or more links, for issues you want to explain rather than collect.

The public list and map

Where you have chosen to make resolved or in-progress issues publicly visible, residents can see them in two ways:

• A public list showing reported issues with their status and category — promoting transparency about what is being addressed.
• A map view plotting issues as pins, giving a visual overview of where problems have been reported across the parish.