Enforcement unit rolls out online complaint form, adds insurance/bond compliance checks

Enforcement staff reported Oct. 1 that an online complaint form implemented in August (via the Connect system) has improved the intake process and allows complainants to upload photos, WDO reports, service tickets and escrow documents directly. Lead enforcement analyst Holly Glasser said the unit has received more complaints that are outside the board’s jurisdiction (tenant‑landlord disputes, general rodent complaints), but that the online form simplifies screening and response because it captures contact and attachment information upfront.

Glasser also said the enforcement unit recently assumed responsibility for desk investigations when companies fail to maintain required bonds or workers’ compensation insurance — work that previously sat with licensing — and the unit now issues warning letters, conducts desk investigations and, when needed, dispatches a specialist for site inspection to determine whether a company continued working during the lapse. Enforcement statistics for the prior fiscal year showed modest increases in consumer complaints logged, reflecting proactive desk work. Glasser said the online form had a few early technical hiccups that were fixed and that internal processes will continue to be refined.