Abstract The rapid growth of urban housing societies has increased the complexity of managing residential services, particularly the handling of maintenance-related complaints. In many housing societies, complaint management is still carried out through manual registers, phone calls, or informal messaging platforms, which often results in delayed responses, lack of transparency, poor documentation, and reduced resident satisfaction 3. These challenges highlight the need for a secure and structured digital solution that can streamline the complaint handling process while ensuring data privacy and accountability 6. This paper proposes a secure digital platform for complaint tracking and resolution specifically designed for housing societies 5. The platform provides a centralized web-based system where residents can register complaints related to maintenance, security, utilities, and common facilities 14. Each complaint is systematically categorized, assigned a priority level, and tracked throughout its lifecycle. Society administrators can monitor complaints through an integrated dashboard, assign tasks to maintenance staff, and verify resolution in a transparent manner. To enhance trust and data protection, the system incorporates role-based access control, secure authentication mechanisms, encrypted data storage, and audit logging. The proposed platform is implemented using modern web technologies and follows a layered architectural design to ensure scalability, reliability, and ease of maintenance 14. Experimental evaluation conducted in a simulated housing society environment demonstrates a significant reduction in complaint resolution time and administrative workload 8. Additionally, user feedback indicates improved satisfaction due to real-time status updates and automated notifications. The study concludes that adopting a secure digital complaint management platform can substantially improve operational efficiency, transparency, and service quality in housing societies. The proposed solution supports digital governance initiatives and offers a scalable foundation for future enhancements such as mobile integration, artificial intelligence-based prioritization, and smart infrastructure monitoring.
Borole et al. (2026) studied this question.