Requests & Violations
The request lifecycle
Every request moves through New → Acknowledged → Under Investigation → Closed. Here's what each status means, who can change it, and how to handle stalled requests.
Last updated April 29, 2026
A request goes through up to four statuses from filing to closure. The status tells residents and admins where things stand. Stuck requests at any stage are how community trust erodes — this article is about keeping things moving.
The four statuses
| Status | What it means | Resident sees? |
|---|---|---|
| New | Just filed, no one has looked at it yet | Yes |
| Acknowledged | A board member or admin has seen it and is tracking it (often used for Neighborhood Requests being recognized) | Yes |
| Under Investigation | Someone is actively working on it | Yes |
| Closed | The request is done; no more action expected | Yes |
Status moves forward generally — but you can move back to Under Investigation from Closed if something reopens.
New
The default state when a request is created.
What it signals: nobody on the admin side has looked at it. The resident is waiting.
How long it should stay this way: 24 hours, max. If a request is New longer than that, residents start to feel ignored.
A practical rule: at least one board member should check the request queue every weekday. The first action — even just acknowledging it — matters more than the eventual resolution.
Acknowledged
Someone has seen the request and confirmed it’s been received. Often used for Neighborhood Requests where the board is recognizing a community-wide concern but not yet investigating.
Typical use:
- A neighbor reports a broken streetlight → Acknowledged (“we see it, we’re contacting the city”)
- A resident files a general suggestion → Acknowledged (“we got it, will discuss at the next meeting”)
It tells the resident “you’ve been heard” without committing to immediate action.
Under Investigation
Someone on the board is actively handling the request.
Use cases:
- A complaint where you’re verifying the violation (driving by, checking photos)
- An ARC request you’re reviewing
- A maintenance issue you’ve contacted a vendor about
- A general question you’re researching before responding
The status implies action is happening — make sure it actually is. If a request sits in Under Investigation for two weeks with no comments, the resident assumes it’s been forgotten.
A good practice: add a comment when moving to this status, even if it’s just “Looking into this — checking with the architectural committee.”
Closed
The request is done. No further action expected.
For each request type, “closed” means something specific:
| Type | What “Closed” means |
|---|---|
| Complaint | Either the violation was confirmed and a notice was issued, or it was dismissed with a reason |
| ARC | Approved (with any conditions) or denied (with explanation) |
| Neighborhood Request | The work is complete or the underlying issue is addressed |
| General | The board has provided an answer or taken the requested action |
Status transitions
New → Acknowledged or Under Investigation
When an admin opens the request and starts tracking or working on it.
Acknowledged → Under Investigation
When the board moves from “we see it” to “we’re actively working on it.”
Under Investigation → Closed
The decision is made and communicated.
Backwards: Closed → Under Investigation
When a resident replies to a closed request and the board needs to take new action. Common cases:
- Resident pushes back on an ARC denial with new information
- Maintenance work was supposedly resolved but the issue persists
- New evidence on a dismissed complaint
The status can move back. There’s no penalty for re-opening; sometimes it’s the right thing.
Comments and updates
Every status change is logged in the request’s history. Comments are added in-thread and visible to:
- The reporter
- The board / admin
- The accused (for complaints, once the violation is issued)
Notifications
The system sends emails on status changes:
- Resident → Admin notifications: when a new request is filed
- Admin → Resident notifications: when status changes, comments are added, or a fine is issued
Service-level expectations
These are guidelines, not rules. Use what fits your community.
| Type | Expected first response | Expected resolution |
|---|---|---|
| Complaint | 24 hours | 7-14 days for normal cases |
| ARC | 48 hours | Within 30 days (your bylaws may specify) |
| Neighborhood Request (urgent) | 4 hours | Same day or next |
| Neighborhood Request (routine) | 24 hours | 30 days |
| General | 24-48 hours | Varies by question |
Common situations
”A request has been New for a week and nobody noticed”
That’s a process gap. Two ways to fix:
- Set up notifications. Enable email pings for new requests under your profile so they don’t slip past.
- Designate an owner. Pick one board member as the “request triage” person. They acknowledge everything within 24 hours and route to the right person.
”A complaint is being investigated for a month and the reporter is asking for updates”
Update them in-thread: “We’re still gathering info, expect a decision by [date].” Don’t go silent. The investigation taking time is fine; not communicating is the problem.
”I marked something Closed but the resident isn’t satisfied”
If they reply, the request can move back to Under Investigation. Hear them out. Sometimes you’ll change your mind; sometimes you’ll re-close with more explanation. Either way, keep the conversation going.
”We have 50 closed requests cluttering the dashboard”
Closed requests should already be hidden from active dashboards by default. If you’re seeing them, toggle the filter. They remain searchable.
Where to go next
- The four request types — picking the right type at filing time
- Issuing a fine — what happens when a complaint becomes enforcement
- Escalations and repeat offenders — automated handling of repeat violations
- Publishing to the public board — community visibility on resolutions