How do you keep residents informed?
Residents who report a problem want to know what happens next. A short, clear message helps, even when the problem has not been resolved yet.
Keep contact optional
Hiermelden saves the report first. The resident can then add a name and email address or phone number for updates. Reports remain valid without contact details. Use those details only for communication about the report and only promise channels the council actually uses.
Confirm saving and delivery separately
Confirm that the report has been saved and provide its reference. Distinguish saving in Hiermelden from receipt by the council. Confirm council receipt only after delivery has succeeded. For example: We have received your report about the loose paving stone. Your reference is HM-000123.
Send updates at useful moments
Useful updates include assessment, assignment, delays and completion. Not every internal change needs a message to the resident. Agree which events require an update for each topic and who is responsible for the wording.
Use short, clear messages
Explain what is happening, what to expect and whether anything is needed from the resident. Use everyday language. For example: We have inspected the loose paving stone and are scheduling a repair. We do not yet know the repair date. Avoid internal codes and only give dates that have been agreed.
Explain delays
Waiting without an explanation can lead to questions. Give a brief reason when known, such as a part that needs to be ordered. State when you will provide another update if the team can meet that commitment. A planned date is different from a promise that the problem will be resolved that day.
Explain the outcome
When closing a report, explain what was done. For example: The loose paving stone has been secured. Thank you for reporting it. If the report was forwarded or no action will be taken, explain why. A closed case does not always mean the problem has been resolved.
Use one source for progress
The case management system or Checkmaster should determine the handling status. The planned API integration will send the status and resident-facing explanation to Hiermelden. Internal notes and personal information should not automatically appear in updates. For several residents reporting one problem, the aim is to give everyone who requested updates consistent information.
What is available already?
Residents can request updates and add contact details after saving. Handling statuses can be updated through the API and viewed on the personal status page. Automatic messages to residents are still in development. Before connecting, agree which messages the council will send and how failed deliveries will be followed up.