INCLINE IT LIMITED

Customer Hub

Our solution, Customer Hub, is designed to strengthen digital engagement between housing providers and residents. Built using secure, cloud-native technologies, it provides a modern, intuitive tenant portal that enables self-service, improves accessibility, and supports more efficient, transparent communication across housing services. Customer Hub also features a dedicated Mobile App.

Features

• Secure, web-based customer and tenant self-service portal
• Configurable portal branding, themes and navigation menus
• Role-based administration with Single Sign-On for staff users
• Secure user registration, bulk onboarding and account management
• Integrated live chat and chatbot capability via AWS services
• Access to rent balances, statements and transaction history
• Online repairs logging with guided diagnostics and SLA messaging
• Case management for enquiries, complaints, ASB and service requests
• Secure document access including policies, terms and annual statements
• API-enabled integration with Housing Management Systems and third-party services

Benefits

• Reduces contact centre demand through effective digital self-service
• Improves tenant experience with 24/7 access to key housing services
• Increases operational efficiency by automating routine enquiries
• Provides consistent and secure access to customer information
• Supports digital inclusion through intuitive, mobile-friendly design
• Improves data accuracy through direct resident self-service updates
• Enhances transparency with real-time visibility of cases and repairs
• Enables faster resolution of enquiries and service requests
• Supports compliance through secure access controls and auditability
• Integrates seamlessly with existing housing and support systems

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@incline-it.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

599861572038680

Contact

Sales
0845 330 3225
sales@incline-it.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Support is supplied remotely. Standard Support hours are Monday to Friday 8:00am to 6:00pm, however enhanced Support Hours can be purchased if required.
• System requirements:
  • Modern Web Browser (Latest 3 versions)
  • Network - Minimum 100KBPS

User support

• Email or online ticketing support: Yes
• Support response times: Critical incidents - Immediate High - 10 Minutes Medium - 1 Hour Low - 4 Hours Very Low - 1 Day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide a tiered support model aligned to a defined Incident Response Matrix. Priority 1 (Critical) incidents receive immediate response with a one-hour target resolution inside business hours and two hours outside. Priority 2 (High) incidents receive a 10-minute response and four-hour resolution. Priority 3 (Medium) incidents receive a one-hour response and eight-hour resolution. Priority 4 (Low) incidents receive a four-hour response and 24-hour resolution, while Priority 5 (Very Low) incidents receive a one-day response and one-week resolution. All support levels are included within our standard support service; there are no uplifted charges for higher-priority incidents. Support outside of business hours is available at an extra cost. We provide access to a technical and support staff as the required to assess and resolve the support issue. The staff offer proactive guidance, environment familiarity, and escalation management to ensure efficient issue resolution and ongoing operational assurance.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All implementation for Customer Hub is completed remotely. Following configuration of the provided environments and connection to the customers data source, online "train the trainer" training is provided completed with user documentation.; ; Template pages are also provided to new customers to allow immediate use of the Customer Hub if required.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customer Hub stores limited account login information only. This can be provided to a customer at the end of the contract if required.
• End-of-contract process: When the contract terminates the customer would typically have a replacement portal and app or they may choose not to replace it. We would decommission the site and remove the instance within 7 days of the termination date.; On the termination date the site would be unpublished and in the event that the solution were being replaced, it is likely the URL will be transferred to the replacement solution.; There would be no requirement to handover to a replacement solution as the Customer Hub intellectual property would remain with ourselves and the business processes that the Customer Hub is connected to would remain with the customer. Business processes within the Customer Hub would remain the ownership of Incline-IT.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Content Management System for administrators is accessed by browser only. The Customer Portal application can be accessed via Web Browser on devices or via the dedicated iOS or Android Mobile App.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Customer Hub provides a browser-based, intuitive service interface that enables admin users to manage connectivity and customisation options from a single workspace.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have not conducted any interface testing of the service interface with users of assistive technology at this time.
• API: Yes
• What users can and can't do using the API: Customer Hub provides APIs solely to support secure data exchange between the platform and authorised third-party applications. The APIs are designed for integration purposes and do not support service configuration or administrative control.; ; What users can do via the API; ; Retrieve and exchange customer, tenancy and transactional data for display or use within external systems (for example, CRM, finance, repairs or analytics platforms).; ; Submit or synchronise data generated in third-party applications so it can be surfaced within Customer Hub user journeys.; ; Enable real-time or near-real-time data sharing to support joined-up digital services across the housing ecosystem.; ; What users cannot do via the API; ; Set up Customer Hub, provision environments, or enable core platform features.; ; Change configuration settings including security policies, portal branding, workflows, navigation, or user permissions.; ; Create, modify, or remove users, roles, or administrative settings.; ; Limitations; All setup, configuration, and operational changes are managed through Customer Hub’s administrative interfaces and controlled implementation processes. API access is restricted to data integration only and is governed through managed API keys and permissions, ensuring security and platform integrity.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise Customer Hub to align with their organisation’s branding, policies, and operational processes through a range of configurable administrative features.; ; What can be customised:; Customisation includes portal theming (colours and organisation logo), navigation menus, default landing pages, inactivity timeouts, and security policies including password complexity and reset rules. Organisations can also create custom forms, configure integrations (for example HMS providers, chatbot, Omfax, and third-party APIs), and tailor content such as FAQs, useful links, and notifications.; ; How users can customise:; Customisation is completed via the Content Management System and the secure Admin interface. Admin users configure settings using built-in tools including the automated menu builder, form creation tools, and integration configuration screens. API keys can also be created and managed to support external system integration.; ; Who can customise:; Customisation is restricted to authorised administrative users within the customer organisation. Admin access is role-based and secured using Single Sign-On (SSO) linked to the organisation’s identity provider, ensuring only approved staff can make changes.

Scaling

• Independence of resources: We use autoscaling to ensure that when demand hits predefined thresholds additional capacity is made available.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage of application by both browser and device type, analysis of traffic including most requested page(s), inactive users.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Customer Hub stores limited account login information only. This can be provided to a customer at the end of the contract if required.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Customer Hub is hosted with Amazon Web Services who have a 99.99% uptime SLA. It is based in AWS eu-west-2, which is the London Region. ; ; The service is spread across multiple availability zones for resilience.; ; Our Terms and Conditions detail the process if guaranteed levels of availability are not met.
• Approach to resilience: This information is available on request.
• Outage reporting: If an outage were to occur, our customers would receive an email alert.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the Customer Hub management interface is tightly controlled through role-based access and secure authentication. Administrative functions are restricted to authorised staff only, with admin users accessing the management interface via Single Sign-On linked to their identity provider. Administrators can manage users, security policies, integrations and API keys, while end users are limited to resident-facing functionality within the portal. Session timeouts and configurable security policies further restrict unauthorised access. Support channels including email and chat are exposed only through the resident portal and do not provide access to administrative controls.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: As an AWS Advanced Tier Partner, we integrate ISO 27001 principles, Confidentiality, Integrity, and Availability directly into our cloud-native architectures. We do not just deploy technology; we govern it through risk assessments and automated guardrails that satisfy both technical auditors and regulatory bodies. Our Non-Profit Competency allows us to tailor this high-level security to the unique constraints of the sector. We provide non-profits with enterprise-grade security that is cost-optimized, utilizing AWS grants and ethical licensing models to ensure that mission-critical funds are preserved. By coupling ISO 27001 governance with specialized AWS validations, we provide security aligned to risk based and technical controls and assessments, ensuring trust and data privacy. This holistic approach transforms compliance from a hurdle into a strategic asset, enabling organisations to scale their social impact on a globally recognized, secure foundations
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: We track all service components from deployment to retirement using Infrastructure as Code (IaC) templates and AWS Config, which maintains a continuous inventory and version history of all resources. Every change undergoes a mandatory Security Impact Assessment via our CI/CD pipeline, where automated tools perform Static Code Analysis and check against the CIS AWS Foundations Benchmark v5.0.0. High-impact changes require a manual peer review and "Security Sign-off" before merging. This ensures that every modification is documented, authorized, and validated for risk, meeting CSA CCM v4 and ISO 27001 change control standards.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess potential threats through a continuous lifecycle: pre-deployment Static Code Analysis (SAST) catches vulnerabilities early, while daily AWS Inspector scans monitor our live infrastructure. Every two weeks, we conduct AWS Security Hub reviews against the CIS AWS Foundations Benchmark v5.0.0 to identify misconfigurations. For deep validation, we perform annual Penetration Tests and secondary tests for all Major Releases. Our risk-based patching SLA ensures Critical vulnerabilities are addressed within 14 days, High within 30 days, and lower risks during standard maintenance. Threat intelligence is sourced directly from AWS GuardDuty, CVE databases, and CIS advisory feeds.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We proactively identify compromises using Amazon GuardDuty for intelligent threat detection and AWS Security Hub, which provides bi-weekly posture reviews against CIS v5.0.0. Daily AWS Inspector scans and annual penetration tests act as early-warning systems for exploitable gaps. Upon detecting a potential compromise, we initiate our Incident Response Plan, isolating affected resources (e.g., via Security Groups) and performing root-cause analysis using AWS CloudTrail logs. We commit to a 4-hour response time for critical security alerts, with 24/7 automated paging for critical-severity findings to ensure rapid containment and minimal business impact for customers who require 24/7 support.
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain a formal Incident Response Plan with pre-defined playbooks for common events like unauthorized AWS access or malware detection, triggered by AWS Security Hub (CIS v5.0.0) and GuardDuty. Users report incidents via a dedicated Security Portal or an internal 24/7 emergency alias. We prioritize containment within 4 hours for critical events. Following resolution, we provide Post-Incident Reports (PIRs) to stakeholders, detailing the root cause analysis from AWS CloudTrail, impact assessment, and remediation actions. This process aligns with ISO 27001 and CCM v4 (SEF domain) for continuous security improvement.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 1%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Saturday 6 March 2021
• What the ISO/IEC 27001 doesn’t cover: We have completed statement of applicability with 100% coverage to the standard.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Monday 13 July 2020
• What the ISO 9001 doesn’t cover: We have 100% coverage under the QMS
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6efd269c-74fa-4ea4-915d-0025386416c3
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: ISO 27001

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@incline-it.com. Tell them what format you need. It will help if you say what assistive technology you use.