SocialSignIn Ltd trading as Orlo

Community Engagement Platform for Housing

Transform resident engagement with Orlo, designed for housing associations. Leverage AI to streamline tenant inquiries, handle repair updates, and boost satisfaction. Orlo empowers landlords to build trust, protect reputation, and deliver cost-effective digital services that keep communities connected.

Features

• Create, publish and schedule social media posts with AI assistance
• Post to (X)Twitter, Facebook, Instagram, Youtube, LinkedIn, TikTok. Bluesky, Nextdoor
• Unified Inbox for all inbound interactions across channels with Translation
• CRM Integration, Automation and Workflows
• Suite of Performance Analytics reports
• Web-based Live Chat and AI driven chatbot
• Skills based routing and push mode
• Advanced Social Listening and media monitoring
• Pulse and Transactional surveys for immediate citizen experience feedback
• UK-hosted data: ISO27001, ISO22301, Cyber Essentials, Cyber Essentials Plus accredited.

Benefits

• Create posts and manage multi-channel campaigns from one place
• Engage with your community on the channels they use
• See all your digital conversations in one simple inbox
• Understand the impact of your efforts with powerful reports
• Support your citizens with our integrated live chat solution
• Deflect inbound enquiries, cut cost-to-serve and improve CX
• Delve into the voice of the citizen
• Listen across thousands of online data sources and find trends
• Efficiently manage inbound messages with clever automation
• Crisis Management

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 hello@orlo.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

209066627582737

Contact

New Business Team
0121 368 1420
hello@orlo.tech

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Access to the Internet via a web browser
  • Ability to whitelist IP address and URLs
  • Internet Connection

User support

• Email or online ticketing support: Yes
• Support response times: Support@orlo.tech
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: You can access web chat via the Website, App, or the Orlo platform itself. Messages can contain file attachments (images, video etc.)
• Web chat accessibility testing: We have had a third party review our live chat widget to ensure it can be used by those with hearing and visual impairment
• Onsite support: Yes, at extra cost
• Support levels: Onsite training and support is optional and delivered at a cost of £2000 per day + expenses and vat; ; Online training is free of charge, available to all Orlo users and is unlimited. Training is hosted via webinar and can be held in group or individual sessions.; ; Live-chat - We free provide in-app live-chat for all users of Orlo. Here you can chat with our in-house specialist team in Birmingham. 5 days a week, 8:30am - 5pm
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We will provide various forms of training to accommodate differing learning styles such as online and onsite, and supported with help guides and how to videos.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video Help Guides
• End-of-contract data extraction: This can be requested by our help desk who will provide a spreadsheet export
• End-of-contract process: All customer data will be deleted after 4 weeks from contract termination. This can be sooner if required e.g. immediately
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobiles provide a responsive view of the desktop device with core functionality to ensure best usability
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Our API can be used to talk to almost any CRM securely and easily, updating it with messages in real-time. The API can also pull data from CRM’s back into Orlo. The API can also be used for building “call queues” for agents working on multiple channels. We have technical engineers and full documentation available to guide you through this.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: It is possible to customise which data fields are visible to specific users, displaying more or less data, depending on their access levels. Individual users can also set preferences as to which data they would prefer to see within their Orlo Inbox - setting filters to apply each time they login. Page templates can be created to enable certain users to work within a defined framework and admins can create customised pages to set up their dashboard in the way that they prefer to work. There is the ability to create custom listening streams, searching for the terms that are relevant and important to your brand. These streams feed a suite of widgets that can be put together into customised reports and filtered in a variety of ways to suit your organisation. Our Live Chat and Chatbot can also be customised both aesthetically and in terms of the language used, with the Chatbot's knowledge base fully customisable.

Scaling

• Independence of resources: We provide a high level of in house customer service. As our company has grown we have recruited talent to add to our teams to continue that level of support to all our clients. We continue to assess response times and aim to continue the high standard as our business scales and user numbers grow.

Analytics

• Service usage metrics: Yes
• Metrics types: Orlo’s analytics suite provides actionable insights into social media and customer service performance. The reporting is categorised into three primary areas:; ; Marketing & Campaigns: Tracks reach, engagement, and follower growth across channels. Features like "Top Posts" and granular tagging help identify high-performing content and specific campaign success.; ; Inbox & Team Performance: Monitors customer service efficiency by tracking response times (SLA), message volumes, and individual agent activity.; ; Reports are customisable and downloadable for stakeholder review.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• 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
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Via Excel, CSV or PDF direct from the web application
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLSX
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Orlo will provide a Monthly Uptime Percentage equal to or greater than 99% calculated over a 24/7 reporting period. The Uptime SLA does not apply to any performance issues:; ; (i) caused by factors outside of Orlo’s reasonable control;; (ii) that resulted from any actions or inactions of you or any third parties;; (iii) in accordance with clause G3 of our terms and conditions.
• Approach to resilience: Orlo will provide a monthly uptime percentage greater than 99%. The Uptime SLA does not apply to any performance issues: (i) caused by factors outside of Orlo's reasonable control; (ii) that resulted from any actions or inactions of you or any third parties. Help Desk Our help desk maintains cover from 8:30am to 5pm for day to day issues. This includes:; “Live chat” - response times < 30 mins; Telephone - response times < 30 mins; Support Email - response times < 4 hours; ; A number will be provided to reach an on call member of the support team for urgent issues which happen outside of these core hours.
• Outage reporting: We offer alerts and a public dashboard detailing the nature of any incidents. In the unlikely event of an outage, all admins will be notified immediately via email. Customer Success Managers will also be on hand to keep our customers updated.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: 2-factor authentication; ; We provide 2-factor authentication, minimum password complexity and SSO to protect our users from account takeover attacks. This security measure is optional.; ; Account takeover protection; ; We protect our users against data breaches by monitoring and blocking brute force attacks. You can also logout any session remotely if a device has gone missing or otherwise.; ; Single sign-on; ; Single sign-on (SSO) SAML is offered for our enterprise customers. Single sign-on (SSO) is available using your Google account.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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 receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials Plus and ISO27001
• Information security policies and processes: Our CTO, Hardeep Johal, also Board Member. In the case of a security issue he is the person charged with fixing it. We hold a strictly limited number of employees who have access directly to the data, passwords, servers and databases. They have all worked directly for the company for over 6 months. All code is managed and deployed through a system that both tracks and audits all code and the developers' actions. This is reviewed by senior developers.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our configuration and change management processes are governed by ISO 27001 and integrated into our Agile workflows using Traction EOS framework. ; ; We maintain a centralised Configuration Management Database (CMDB) where every asset—from source code to cloud infrastructure. ; ; Security Impact Assessment Under EOS "Level 10" reviews, changes are evaluated against a security checklist. We utilise automated vulnerability scanning and peer reviews to assess potential risks. High-impact changes require a formal Security Impact Analysis (SIA) before approval to ensure continuous compliance and system integrity.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Orlo employs a proactive vulnerability management process centred on continuous monitoring and rapid remediation. Potential threats are assessed through annual CREST-accredited penetration tests, automated SAST (Static Application Security Testing), and vulnerability scanning of dependencies during every deployment.; ; Orlo gathers threat intelligence from security automation tools, upstream provider alerts, and a responsible disclosure programme. Critical and high-risk vulnerabilities are patched immediately. For general infrastructure, servers automatically run and update antivirus scanners and apply security patches. Medium and low-risk issues are triaged and scheduled into the product roadmap to ensure the ongoing integrity of the service.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Orlo utilises a multi-layered protective monitoring approach to identify and neutralise threats. Compromises are identified through Nagios for server anomalies, IDS/IPS for malicious packets, and automated security headers. Real-time application logs and audit trails further detect unauthorised access or exceptions.; ; Upon finding a potential compromise, Orlo’s dedicated security team follows a formal incident response procedure. This includes triaging bugs, isolating affected components, and leveraging DDoS mitigation (Cloudflare/AWS Shield) to maintain integrity.; ; Response is rapid: the security team is on call 24/7. High-priority issues and outages are worked on immediately, ensuring swift resolution to minimise customer impact.
• Incident management type: Supplier-defined controls
• Incident management approach: Orlo employs a formal incident response policy managed by a dedicated 24/7 on-call security team. Pre-defined processes exist for such events, including data breaches and service outages, which are reviewed and tested annually through disaster recovery drills.; ; Users can report incidents directly via support@orlo.tech, the Help Desk, or through their Account Manager. For transparency, Orlo maintains a public system-status webpage providing real-time incident history and security event details. Following an incident, Orlo provides reports to affected customers in accordance with GDPR requirements and internal policies, ensuring clear communication regarding impact and remediation steps.
• 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: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: Saturday 1 March 2025
• What the ISO/IEC 27001 doesn’t cover: Everything is covered by the certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Cd3001b9-e3f2-41d9-84cc-ded59fd94660
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D96cba60-1365-4e86-a88f-e16db9e7d387
• Other security certifications: Yes
• Any other security certifications: ISO22301

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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • 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
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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 issues affecting the development of new skills by target cohort
    • 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 hello@orlo.tech. Tell them what format you need. It will help if you say what assistive technology you use.