Resident requests: a transparent track from request to reply

1. IntakeOne form on the website, by phone or at the counter — every request gets a number.
2. ClassificationSubject, location and urgency.
3. An owner and a due dateEach subject has a handling department and a response time.
4. An update to the residentWhen the status changes.
5. A replyIn writing, with what was done.
6. Closing and recordWho handled it, when, and what was decided.

Residents’ privacy

Requests include names, addresses and phone numbers. The Privacy Protection Law, 1981 and the Privacy Protection (Data Security) Regulations, 2017 apply to them: role-based access, an access record, and keeping data only as long as needed.

What to measure

• Requests by subject and neighbourhood
• Average handling time
• Requests over their due time

How to do it in Joy

In Joy’s municipal mode a matter becomes a "request" and a client a "resident". Every request comes in with an owner and a due date, and every action is written to the audit trail.

This page is general information, not legal advice. Every rule is given with its official source; anything marked "to verify" must be checked against the current wording. Last updated: 15 October 2026.