Everything a case needs.

Omnichannel reporting

WhatsApp, SMS, web chat, a mobile-friendly web portal, email, phone (logged by staff), and QR codes on communal notices.

Photo, video and voice-note uploads

Guided capture prompts tenants to show the whole room, then a close-up of the problem, so caseworkers get usable evidence first time.

Guided, plain-English reporting flow

Hazard prompts cover damp & mould, heating, electrics, pests and falls, so the right information is captured from the first message.

Multilingual support and accessibility

Screen-reader friendly, large text and easy-read options, with translation for tenants who don't have English as a first language.

Real-time case tracking

Proactive updates sent via the tenant's chosen channel, so they're not left chasing for news.

Appointment booking and rescheduling

Tenants book and rearrange inspection or repair visits, with access and vulnerability preferences recorded against the property.

Raise a complaint in one tap

A tenant can escalate any case to a formal complaint directly from their case timeline.

Satisfaction feedback at case closure

Short feedback captured when a case closes, feeding straight into Tenant Satisfaction Measures.

Unified case inbox

Every message, photo and call for a case lives in one timeline, regardless of which channel it came in on.

Automated hazard triage

Cases are categorised against HHSRS hazard categories automatically, with a human reviewing and confirming every triage decision.

Statutory clocks

Awaab's Law timers (emergency, significant, and phase 2 hazards), Complaint Handling Code timers, and configurable SLAs, with escalation and alerts before a deadline is breached.

Vulnerability flags and household risk indicators

Cases involving children, elderly residents or known health conditions are prioritised automatically.

Task assignment and contractor dispatch

Workload balancing across caseworkers, with jobs dispatched straight to contractors or in-house operatives.

Investigation records and summary letters

Written summary letters to tenants are generated from templates, within the timescales the law requires.

Alternative accommodation tracking

Where a home can't be made safe, moves to alternative accommodation are tracked against the case.

Repeat-issue detection

Flags recurring issues at property and block level, so patterns aren't missed case by case.

Full immutable audit trail

Every action is recorded (who did what, when, and why) and cannot be edited after the fact.

Compliance dashboards

Live dashboards for Awaab's Law, Stage 1/Stage 2 complaints, and Tenant Satisfaction Measures.

Evidence packs

Export-ready evidence for Regulator of Social Housing and Housing Ombudsman investigations.

Property safety records

Gas, electrical EICR, fire and alarm records linked directly to the cases they relate to.

Export and API access

Board-ready reporting exports and API access for your existing BI tools.

Role-based access, SSO and MFA

Access is scoped by role, with single sign-on and multi-factor authentication.

Configurable workflows

Workflows are configured per landlord rather than fixed, so the platform fits how your teams actually work.

Open API and webhooks

Build on top of People & Platform with a documented API and event webhooks.

UK data residency

All data hosted and processed in the UK. See Trust & Security for the full detail.