Preserve Originals

Keep the original photograph, video, email, text export, voicemail, file, and report. Work from copies. Avoid repeated editing, screenshots of screenshots, or renaming that destroys useful context.

Create a Master Chronology

For every event record the date, time, location, people involved, what occurred, what evidence exists, notice sent, response received, and next deadline. Link each entry to the corresponding file.

Use Wide, Medium, and Detail Views

A close-up may show damage but not where it is. Capture the room or building area, the condition in context, and the detailed feature. Add measurement or scale when useful and safe.

Maintain a Source Register

For official records, preserve the agency, record number, retrieval date, source URL or request, page count, and whether the record is an allegation, inspection observation, violation, order, correction, closure, or adjudicated outcome.

Original files and chain-of-custody basics

Retain the original photograph, video, text export, inspection document or email with its native metadata where possible. Work from copies, and maintain a log of who obtained each item and when.

Renaming a working copy for organization should never overwrite the original. Avoid adding annotations directly to the only copy of a photograph.

Make documents reviewable

Build an index linking a unique item ID to event date, category, source, file name, and brief neutral description. Cross-reference the chronology to supporting items rather than repeatedly attaching the same file.

For large files or recordings, document duration and relevant timestamps. Never assume a high file count means equally complex or equally reliable evidence.

Handling recordings and device metadata

Before converting a video or audio file, preserve the original file with its timestamps and container metadata. Keep a log of any edited or compressed viewing copy and the reason it was created.

A transcript should be labeled as a working aid and checked against the recording; it is not a substitute for the original voice or visual evidence.

Evidence categories and permissions

Group files by notice, condition, incident, communication, inspection, financial effect and response. Where a recording includes other people, consider privacy and recording laws before sharing it broadly.

Never publish unrelated personal information or protected records just because a file was received as evidence.

Missing evidence is itself a tracking question

A missing inspection report, deleted email thread or unavailable recording should be logged as missing or unverified. Do not invent its contents or imply that a failure to produce it proves a specific allegation.

Keep documented requests for the missing item and the response, including requests that were denied, unanswered or redirected.

Building a chronological master index

Use a stable reference for each evidence item, such as E-001, with columns for date created, collected, source, short description, format, location and verification status. Link every material chronology event to one or more IDs.

This makes the record easier to review and reduces the chance that two identically named files are confused.

Protecting originals during transmission

Use private, access-controlled transfer for sensitive documents. Keep the original on a separate backed-up device or approved storage system, and record each delivery to outside recipients.

Never attach unredacted personal records to an unrestricted public-facing page solely to prove that evidence exists.

Photographing conditions without changing them

Use wide contextual images and close-ups of each reported condition, including a reference object or label where appropriate. Record date, room, recurrence and whether the view was obstructed.

Do not create or worsen a hazardous condition for a photograph. If the area is unsafe, seek assistance from appropriate responders or qualified inspectors.

Case review worksheet: facts, dates and next actions

For this subject, create a review table with the property address, issue category, start date, dates of notices, action requested, response received, supporting file IDs, and unresolved questions. Preserve a separate line for any regulatory case number or court document.

The worksheet should make uncertainty visible: mark a statement as “reported,” “documented,” or “confirmed by an official finding.” A blank response is not proof of wrongdoing, and a completed inspection does not automatically resolve every disputed aspect of a tenancy.

Checklist for a complete CLAA record

Before submitting, verify the relevant property, the alleged responsible party, the time period, the supporting documents, and the result sought. Keep sensitive information such as medical records, identification numbers and information about children out of public narratives.

Use CLAA’s original free complaint form for the factual report. Existing case or complaint numbers should be included where available so staff can avoid duplicate records. Separately seek immediate agency or legal help for time-sensitive matters.

Common questions