Configuring Case Management Guidance

Case Management settings provides shared overview text and guidance for tenant complaints, incidents and requests. Use it to explain your organisation’s handling process to staff.

Open Admin → Settings, then select Case Management under Tenant & Tenancy Settings.

1. Choose Options → Update Settings.
2. Review Complaint Overview Text and Complaint Guidance Notes.
3. Review Incident Overview Text and Incident Guidance Notes.
4. Review Request Overview Text and Request Guidance Notes.
5. Select Update.

The three Overview Text fields are required. Guidance Notes are optional. Use the overview for a short explanation of the case type and the guidance for practical steps, responsibilities and information staff should record.

These are shared instructions, so keep individual case details out of them. They do not create a complaint, incident or request, and do not replace the category lists used to classify cases. Check the saved wording on the relevant case-management pages.