# Channel Memory: #complaint-handled-sop (Discord)
Last updated: 2026-04-25 15:00

## Active Issue
DMG-2026-001 · Mar 23 · Gillian Hull · 280 Howland Ave

## Status
- All complaint work happening in Slack #issues (C0APWDMBD7S)
- No outbound calls unless Mike explicitly says so
- Thread ts: 1774534006.580779
- Mike, Abigael invited to #issues
- Resolution in progress — Gillian flying out today, needs answer ASAP

## What's Been Done
- SOP created: workspace/sops/complaint-handling-sop.md + www/complaint-handling-sop.html
- GHL notes logged, auto-ack sent
- Photos reviewed: damage consistent with oven cleaner drip, NMC ~70-80% liable
- Vadim contacted in #team-vadim (by Mike) — denying responsibility, blaming staging team
- #issues Slack channel created for internal team discussion
- Customer email draft: workspace/drafts/gillian-hull-damage-response.md (not sent yet)

## Naming Convention (in SOP)
Complaint ID: [CODE]-[YEAR]-[###]
Slack thread: [CODE]-[YEAR]-[###] · [Job Date] · [Client Name] · [Address]

## Guardrail Added
Never DM or message anyone in Slack without explicit Mike approval. Committed to AGENTS.md.