Fixflo

Fixflo

Fixflo is the leading provider of repair and maintenance management software for the private and social property sectors. Fixflo allows occupiers to report, accurately diagnose, and self-resolve repairs 24/7, facilitating an easy repairs process automating manual tasks and planned maintenance programs supporting regulatory requirements and compliance.

Features

• Tenant fault reporting available in 40+ languages
• Custom guidance provided when reporting repairs depending on fault type
• Centralised and audited communication between Tenant, Repairs team and Tradesperson
• Configurable maintenance workflow automation
• Planned maintenance scheduling & compliance monitoring
• Ability to store documents against properties, blocks, estates and repairs
• Service level agreement (SLA) management
• Contractor Management functionality for onboarding, certification, communications, invoicing
• Contractor app & certification self-management
• Access to contractors on the Contractor Marketplace

Benefits

• Accurately diagnose the repair without picking up the phone
• Collect precise and relevant information on the repairs reported
• Reduce the number of maintenance issues reported with in-system guidance
• All repair-related documentation on properties stored in one place
• All building safety documentation stored in one place
• Keep tenants updated on their maintenance issues
• Access tradespeople available on the Contractor marketplace when required
• Open API policy – integrate with any property management system
• Group nearby callouts together to reduce contractors' travel time

£0.38 to £1.05 a unit a month

• Free trial available

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 lewis.bray@fixflo.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

407172701127268

Contact

Lewis Bray
02071831222
lewis.bray@fixflo.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Fixflo integrates with many property and housing management systems/CRMs including: Aareon QL, MRI Qube, Omniledger Pyramid, Propman, and many others.
• Cloud deployment model: Public cloud
• Service constraints: An internet connection is required to use Fixflo.; Fixflo is a browser-based internet application.; Fixflo makes extensive use of JavaScript and there is no fail over version where JavaScript has been disabled.; Fixflo requires the use of cookies. ; First-party cookies are used for client-side user authentication where required. Third-party cookies (Google Analytics) are used for analytics so that we may provide a better service.; The devices and browser versions that are supported are under constant review. ; Fixflo is tested against the following browsers:; Certain versions of MS-Edge, Firefox, Safari and Chrome.
• System requirements:
  • An internet connection is required
  • JavaScript must be enabled on the browser
  • Fixflo contractor mobile app: iOS and Android compatible

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Emails and tickets are responded to 9:00 - 17:00 (UK Time) , Mon-Fri.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Users can access a 24/7 help site from their Fixflo system, offering support articles, videos, and a ticketing system. Agents on Fixflo Essentials, Fixflo Professional, or Fixflo Manager also have access to Fixflo Academy for free, the best way to become a Fixflo expert. Signing up is easy, and learners can choose courses from the catalog, all fully on-demand and tracked on their Fixflo profile.; ; Fixflo offers bespoke training. An expert trainer sets up a call to understand training goals, provides a proposal, and follows up with documentation and a call to check progress.; ; Customer Support is available Mon-Fri 9:00-17:00 via email. On-boarding varies by client size. Each client is assigned a dedicated Customer Onboarding Executive to assist with change management, data upload, and promoting Fixflo usage.; ; Clients paying > £499 get 1-2-1 online training. On-site training is available for a minimum fee of £350 (ex. VAT) per half day, not included in software cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Fixflo provides extensive user documentation via an online help site.; The help site also includes tutorials in the form of videos.; ; All clients are given access to training materials and self-service online webinars. The webinars run fortnightly and monthly. Clients will also receive an on-boarding call from their dedicated Customer Service Executive who will assist them with:; ; - importing data into the Fixflo system; - Guidance and help with the change management process of implementing Fixflo; - Help setting up the system (branding, content customisation, team setup...); ; Our on-boarding process aims to do the above within 30 days of the client signing up.; ; New clients paying over £650 (ex.VAT) a month will receive all of the above with the addition of 1-2-1 online training.; ; On-site training is available to all clients for the minimum cost of £350 (ex.VAT) per half day of training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Most data can be manually extracted by the user directly from their system.; ; Any data which the client needs that cannot be extracted manually can be provided if requested. The data must be requested within 60 days of cancellation.
• End-of-contract process: We can provide clients with a detailed guide on how to end their subscription with Fixflo.; The majority of our clients sign up to yearly rolling contracts. Fixflo is provided on a subscription basis.; Notice to cancel will need to be given within the timeframe specified in the contract.; Once notice is received, the client won't be able to access their Fixflo system when the final month paid has lapsed other than to retrieve personal data (a further 60 days after termination of the services is provided for this).

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 Fixflo service provides two distinct pieces of software.; The core product is a web based application which runs on a browser. Mobile support is provided with a responsive web design.; We also have a native contractor app (iOS/Android) to allow contractors to progress jobs through the workflow while out in the field. Core differences between this app and the desktop version are that the native app allows certain actions to be performed offline. The native app also features a different feature set and a different UI/UX to the desktop version.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Responsive Web UI
• Accessibility standards: None or don’t know
• Description of accessibility: Accessibility standards are not included as standard. Please contact us to discuss your requirements.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Fixflo integrates with third-party systems through the use of APIs or an iframe plug-in.; The Agency APIs are available to any registered organisation. These APIs exist to allow integration with third party systems. The APIs enable the reading of issue report data and associated entities as well as CRUD operations around entities.; We also provide Third Party administration APIs which are designed for software providers who wish to integrate Fixflo into their systems.; Fixflo's API supports RESTful HTTP methods: GET, POST and DELETE.; The API exposes most of Fixflo's core functions such as: properties, units, occupiers, contractors and much more. Fixflo's API is constantly being developed and enhanced.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Fixflo is a white-label product. Users can apply their own brand logo and colours throughout the system.; Fixflo offers guidance and advice to occupiers reporting issues. This guidance and advice, while we offer default templates, can be customized.; Fixflo sends out a number of emails, triggered both manually and automatically. Templates for many of these emails can be customized (headers, footers, wording etc.).; Customization of all the above is done through the 'Settings' section on a client's Fixflo system. Only users with 'Admin' permission can access these settings.; External references can also be added to all contacts and property data to bridge data between Fixflo and other systems.; Fixflo will consider custom development work as part of contract negotiations for new customers.

Scaling

• Independence of resources: Fixflo uses scalable server technology. If more demand is placed on our servers, our server capacity will increase to meet it.; Fixflo operates a fair usage policy that prevents one client from taking up more resources than is fair.

Analytics

• Service usage metrics: Yes
• Metrics types: Fixflo provides all users with a configurable dashboard unique to their log in. Each dashboard can be customised with a selection of panels displaying information about maintenance jobs status, contractors, team performance, comments etc. The panels present data in a variety of different formats which can be filtered by data relating to a specific user, team or type of maintenance. Fixflo also provides users with a number of reports which they can download ad-hoc or configure to be sent to them.; Reporting types: API access, real-time dashboards, regular reports, reports on request
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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: 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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Most data can be manually extracted by the user directly from their system.; Data which the client needs that cannot be extracted manually can be provided if requested. The data must be requested within 60 days of cancellation.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Media Files (PNG, JPEG, MP4, MP3)
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Media files (PNG, JPEG, MP4, MP3 etc.)

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: Fixflo is available online 24/7 all year with an average uptime of 99.5% over the last 12 months.
• Approach to resilience: The use of Microsoft Azure as a platform provides redundancy, security, high availability and tooling for monitoring. We make use of scaling to cope with demand changes. ; ; We monitor and alert with defined processes for incidents. ; ; Our development is executed with security in mind and is combined with external vulnerability scanning, external penetration testing, security features in Azure for DDoS attacks and automated machine vulnerability alerting. ; ; We have a documented disaster recovery plan, and we are working toward architecture through configuration, to provide documentation and better resilience should an incident occur. ; ; Our development is done with fault tolerance considered and passes through multiple manual and automated quality gates before being deployed.
• Outage reporting: Via a public dashboard which can be found at status.fixflo.com.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access to client information is on a least privilege basis, based on the justifiable business need of the employee. Access is needed to help configure systems and help with troubleshooting.; System access is managed by a central UK IT function who are accountable for regular reviews.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We are currently working towards ISO 27001, we expect to have achieved this in 2024.
• Information security policies and processes: Fixflo maintains reasonable and appropriate organisational and technical security measures,; including but not limited to those measures described in out information secuity and data protection policy to protect against unauthorised or accidental access, loss, alteration, disclosure or destruction of Customer Data and to protect the rights of the subjects of that Customer Data.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Sprints are released on a fortnightly basis.; Pre-check and code reviews are carried out on an automated basis.; Pre-check unit tests are carried out on an automated basis.; Pre-check UX tests are carried out on a manual and automated basis.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The servers within the Azure IAAS subscribe to patch management services which ensure that critical updates are applied as they become available. Additional Azure IAAS support is provided on a consultative basis in partnership with a certified third party.; An independent automated quarterly vulnerability scan is undertaken by a third cyber security specialist.; Manual penetration testing of the product is undertaken on an ad-hoc basis. Such testing occurs annually or when significant changes are made to key areas of the product such as authentication and/or infrastructure components.; NPM and Nuget vulnerabilities are identified as part of the SDLC.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Error log monitoring (Graylog); Traffic monitoring (Application Insights); Planned implementation of Tanium, LANSweeper and Crowdstrike; Assessment and action is carried out on a demand basis. ; Incidents are reacted to immediately on discovery.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are reported using support@fixflo.com and are escalated as appropriate. Data protection issues are reported using dpo@fixflo.com. Fixflo employ real-time proactive product monitoring techniques using, availability pings (uptimerobot.com), product KPIs, round-trip times and resource utilisation to monitor the health of systems. Current availability rates are published online: http://status.fixflo.com.; ; All technical incidents are reported on an incident log with audit and actions. Users reports incidents as described in the support section.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As part of the online 24/7 repair reporting process, Fixflo offers in-system guidance to occupiers which can help them safely resolve issues themselves without ever involving the property manager. 18% of repairs reported using Fixflo are self-resolved by occupiers resulting in a substantial reduction in wasted call-outs by contractors and therefore less van journeys and less carbon emissions.

  Equal opportunity

  Fixflo is part of the Aareon UK group of companies and benefits from group initiatives in relation to equal opportunities. We currently benefit from access to:; • Diversity, Equality & Inclusion forums including Unlimited@Aareon, Pride@Aareon, Cultures@Aareon, Family@Aareon, Women@Aareon and Gen&Talents@Aareon UK Ltd; • Our HR team organise initiaitives across the year including celebrating International Womens Day ; Through these initiatives, we're committed to fostering an environment of equal opportunity, diversity, and inclusion, both within our organisation and in the communities we serve.

  Wellbeing

  We have a strong programme of Health and Wellbeing support for our employees which includes:; • Wellbeing Webinars for employees; • Medical Schemes (Hospital and Cash Plans); • Return to Work interviews; • Wellbeing Action Plans; In addition, we launched the Workday Learning Path - Program: 2024 Aareon Compass. This learning path is for all, covering Aareon UKs most important topics from strategy, goals, and products.; Through these initiatives, Aareon is dedicated to promoting the health, wellbeing, and overall quality of life for our employees, customers, and communities.

Pricing

• Price: £0.38 to £1.05 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Up to 500 residential units included. Limited to 1 month duration.
• Link to free trial: https://www.fixflo.com/request-quote?

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 lewis.bray@fixflo.com. Tell them what format you need. It will help if you say what assistive technology you use.