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Atlas›Stage 6 · Handover›M24 · Resident Svcs
M24extend

Resident Svcs

BelleVie extended — resident service data flows back to design, quality, and vendor records as structured learning.

What it is

BelleVie is an in-house success story — a resident app shipped and commercialised. The module extends BelleVie so service request data is not just resolved, it is structured feedback into the upstream chain. Recurring HVAC issues from B-line of a building flow back to MEP design review. Repeated vendor-installed component failures flow to Vendor 360. The chain becomes a closed loop, not a pipeline.

Inputs
Triggers
  • ·Possession event from M22 — customer onboarded
  • ·Customer raises service request
  • ·Move-in formalities scheduled
  • ·Community event or AGM
  • ·Defect-liability period query
  • ·BelleVie app interaction
Data reads
  • ·Customer record (acquired from CRM via M06 GTM)
  • ·Unit handover pack from M22
  • ·Asset register from M23
  • ·Defect-liability period terms
  • ·Past resident interactions and satisfaction history
Artefacts consumed
  • ·Customer move-in checklist
  • ·Service request submissions (BelleVie app)
  • ·Community feedback and survey responses
  • ·Defect reports raised during DLP
Tools & Techniques
Methods
  • ·BelleVie app workflow for service requests, community, payments
  • ·Service request routing to appropriate team (maintenance, security, hospitality, facilities)
  • ·Defect-liability period defect tracking back to source trade
  • ·Resident satisfaction surveys with NPS-style scoring
  • ·Community event coordination
  • ·Move-in formalities workflow (keys, gate pass, documents, utility setup)
Policies
  • ·resident services policy with SLA per request type
  • ·DLP defect policy with source-trade attribution
  • ·Resident communication policy
  • ·Community event policy
Decision rules
  • ·Service request routes by category and severity to appropriate team
  • ·DLP defect closure mandatory within policy SLA
  • ·Major defects trace back to source vendor and feed Vendor 360
  • ·Customer satisfaction trends feed BD and Design for future projects
Outputs
Artefacts produced
  • ·Customer 360 record with full residency history
  • ·Service request log per unit
  • ·DLP defect record with source-trade attribution
  • ·Satisfaction survey results
  • ·Community event records
  • ·Move-in formalities completion log
Data writes
  • ·Customer interaction history updated continuously
  • ·DLP defect status updated through closure
  • ·Satisfaction scores stored per project and per category
Downstream triggers
  • ·DLP defect feeds Vendor 360 in M13 and quality patterns in M19
  • ·Service request status feeds M23 asset management
  • ·Satisfaction trends inform future segment and product strategy (BD, Design)
  • ·Community feedback informs ongoing facilities management
Stakeholders
  • HPMService desk, resolution, feedback capture
  • ResidentsRaise service requests, give feedback
  • Design (closing the loop)Receives design feedback signals
  • QAA / Vendor 360Receives quality patterns from resident feedback
The flow
  1. 01Resident onboarding to BelleVie
  2. 02Service request raised by resident
  3. 03Service resolution logged with timeline and outcome
  4. 04Customer feedback structured for analysis
  5. 05Pattern detection across building/line/spec
  6. 06Quality loop back — recurring issues fed to design, quality, vendor
State change
Before

BelleVie resolves the resident request; the design and quality records do not learn.

After

Every service request is a signal; recurring patterns feed back to design and quality.

Real-world example

BA20 Heritage — three AC service requests in past week, all on B-line of T2 building. BelleVie pattern detection flags this. MEP design review prompted — investigate tonnage/sizing for the affected line. Design feedback loop logged. Portfolio: 23,471 residents on BelleVie; 412 service requests open; 6 design feedback signals raised this month.

Artefacts
  • ·Service request records
  • ·Resolution logs
  • ·Customer feedback
  • ·Pattern detection alerts
  • ·Design feedback loop log
Pain today

BelleVie resolves the resident's request. The learning ends there. Design teams do not see recurring issues from in-service buildings. Quality teams do not get vendor-level signals from the resident experience.

Integrations
BelleVie