DESIGNER SOFTWARE LIMITED

HomeMaster

HomeMaster is web-based, hosted management platform for housing providers. HomeMaster encompasses all operational areas across Housing Management, Property Management, Repairs and Finance. HomeMaster is licenced on a SaaS-basis according to the modules in use and the number of managed units.

Features

• Tenancy Management (incl. Rent Accounting, Service Charges, Leaseholders & Factoring)
• Case Management
• Waiting Lists & Allocations
• Responsive Repairs (incl. Pre & Post Inspections)
• Planned Maintenance and Lifecyle Costing
• Property Management (incl. Component Accounting, Compliance Inspections, Asbestos Register)
• Finance (incl. Journals, Enquiries, Invoicing, Fixed Assets)
• HMRC Making Tax Digital Recognised
• Tenant and Contractor Portals
• Document Management Solution

Benefits

• Accurate account balances and benefit calculations with minimal input
• Automated communications with internal and external stakeholders
• Automated data extraction removes manual entry
• Tools for strategic planning and costings
• External stakeholders have the ability to self-serve 24/7
• Removes need for external storage of documents
• Greater insights into data and performance
• Tax returns submitted directly from HomeMaster's finance module
• Able to recharge actual costs incurred for services
• Integration into third party systems

£18,000 to £120,000 a unit a year

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 jack.thompson@homemaster.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

568570456893119

Contact

Jack Thompson
07368 682482
jack.thompson@homemaster.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: N/A
• System requirements: 70Mbps Broadband minimum

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All support tickets are responded to within a working day.; SLA response times as below:; Priority / Target Business Hours Fix Time; 1 / 8.5 Hours; 2 / 42.5 Hours; 3 / 85 Hours; 4 / 170 Hours; 5 / No SLA
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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 the same level of support to all of our clients.; Our support team are part of our Client Services department. This means that the Client Service Managers are in constant communication with the support team to allow early identification of any recurring queries or questions and can proactively seek to resolve any training or configurational requirements. Any support escalations are progressed to the Client Services Manager in the first instance.; ; The Designer Software support desk is available Monday – Friday 9am – 5pm via telephone (03330 021250) or 24/7 by email (support@designersoftware.co.uk) and via our self-service portal (http://designersoftware.selfservice.vivantio.com/). ; ; Our self-service portal includes extensive user documentation in the form of Reference Training Guides and Frequently Asked Questions. We continue to invest in user documentation, training and support facilities to ensure an industry-leading solution is matched with industry-leading support. Other support tools include the ability to log online support queries with defined priority times, requesting software enhancements for future consideration with the ability to track these tickets and enhancements. At the end of each month a report is automatically emailed to key client users providing a detailed breakdown of the tickets logged over the month and our SLA performance.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The first service we offer is the migration of data. Once the data has been imported into our best-practice version of the software, configuration workshops are held to understand and document the scope of requirements. Our consultants then configure the system offline and then have online configuration reviews with the client.; Only once the data has been imported, and the system has been configured, is training provided. Training is held onsite and this is either a 'train the trainer' approach or, direct user training depending upon the organisation. Training is supported by a suite of user documentation and a self-service portal with user guides and FAQ documentation.; Following training, the testing period ensues and there are a number of testing reviews with the client to support and aid their testing procedures. Testing is then subject to a sign off process, prior to a dummy go live process, and then a go live thereafter which is undertaken in the exact same manner as the dummy go live so the outcome is known and determined.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: DSL shall promptly comply with any request from the Customer (at its cost and expense) to amend, transfer or delete the Customer Personal Data.; ; At the Customer's written request (and cost and expense), DSL shall provide the Customer with a copy of all Customer Personal Data held by it in the format as reasonably specified by the Customer.
• End-of-contract process: Upon expiration of the Contract, Customer shall immediately discontinue use of the DSL IP and shall delete, destroy, or return all copies of the DSL IP and certify in writing to the DSL that the DSL IP has been deleted or destroyed within 90 days following the date of expiration or termination of the Contract. ; ; DSL shall promptly comply with any request from the Customer (at its cost and expense) to amend, transfer or delete the Customer Personal Data.; ; At the Customer's written request (and cost and expense), DSL shall provide the Customer with a copy of all Customer Personal Data held by it in the format as reasonably specified by the Customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None - accessed through a browser so the same service is provided for both mobile and desktop devices.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: API setup and changes require input from Designer Software and are subject to a consultancy charge.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The configuration of the software can be customised by those users with super user permissions. Changes include, but are not limited to:; - Homepage and landing dashboard; - Screen layout and fields; - User permissions; - Arrears policies; - Complaints policies; - Document templates; - Financial permissions

Scaling

• Independence of resources: We offer a private cloud offering whereby that resource is wholly dedicated to the contracted user organisation.

Analytics

• Service usage metrics: Yes
• Metrics types: Support SLA performance reports to show number of tickets opened, priority, closure performance.; ; System availability reports can be provided on request.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: No
• 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: Data can be exported via the standard enquiry screens within HomeMaster and these can be exported in a range of electronic file formats such as, but not limited to: .XLS, .PDF, .CSV etc.; Clients who utilise the HomeMaster private cloud offering can also have read-only access to the SQL database.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • DOC
  • DOCX
  • PDF

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)

Availability and resilience

• Guaranteed availability: A standard SLA is entered into and our performance monitored accordingly. ; No refunds are provided.
• Approach to resilience: The data centre building has up to 3MW of power on reserve with full UPS and multiple generators for backup. It also has p0Power sourced from renewable energy suppliers including solar and wind with fuel storage tanks support the on-site generators. The centre also has multiple network providers “on-net” including EXA/GTT, CityFibre, Openreach and Virgin Media with most having 2 x POPs and diverse physical routes into the site and VESDA smoke detection and Gas suppression system in halls. ; These servers are configured with what’s known as a RAID1. This type of hard disk configuration means that whatever data is saved to one of the disks, will then copy over to the other. This means that when if one disk fails, the data will not be lost.; The data centre also possesses a dual internet connection, to maximise redundancy meaning that if one of these lines goes down the other one will take over, providing connectivity to the servers. These lines possess 100GB/s Bandwidth to make sure that there is no slowdown on the servers.; The Data Centre is also ISO 27001, ISO 14001 & ISO 9001 certified
• Outage reporting: We utilise PRTG, a monitoring tool, which provides early notification of any outage for services or hardware critical to HomeMaster. This runs 24/7.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Two factor authentication, supported by individual login credentials.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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 have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 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: Yes
• Any other security certifications: CREST accreditation penetration testing

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: CREST
• Information security policies and processes: HomeMaster is a GDPR compliant platform with data management processes in built to support a data subject’s GDPR rights and for organisations to manage all data. Furthermore, HomeMaster is penetration tested to a CREST standard by an independent third party annually.; The data centre is ISO27001 accredited and has tier-4 level security. SSL certificates in place so the data is encrypted in transit from the client’s browser to the server. Backups are taken twice daily (also encrypted) on the main server in Milton Keynes, and once daily (encrypted) on the backup server in Reading.; We also make recommendations to user organisations about how to handle personal data through their operations in order to share best practice.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Windows updates are applied. Any major hardware or software changes take place in a pre production environment prior to release for live operation.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: A regular third party testing of potential vulnerabilities to the service is commissioned and any recommendations are implemented.; Patches are deployed within 24 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Each major release is subject to a penetration test by an independent third party. ; ; This test is done to a CREST standard. ; ; CREST certification demonstrates that a pen testing company conducts and documents penetration testing in accordance with the highest legal, ethical and technical standards. ; ; The Council for Registered Ethical Security Testers (CREST) is an international not-for-profit accreditation and certification body which represents and supports the technical information security market.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report incidents via our support system by email or telephone. All incidents are recorded given a unique identifier and managed against our SLA.

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
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Designer Software is Certified Carbon Neutral by Positive Planet. ; The Positive Planet Certified programme is an internationally recognised standard that allows us to share our sustainable business status and communicate our progress to net zero with credibility and confidence.; We annually measure our carbon emissions and work with Positive Planet to produce a bespoke straightforward plan that aligns with climate science and integrates seamlessly with our overall business strategy. We develop and implement a science based carbon reduction plan and engage our staff in this process. ; We recognise there is more to do as we aim to become a NetZero business. We are committed to reduce the impact of the Company’s operations on the environment and to promote sustainability and environmental awareness at all levels within the organisation.; Designer Software will comply with all applicable environmental legislation and sustainability commitments and reduce consumption of resources through waste management strategies that promote waste minimisation and recycling, as appropriate. It will aim to incorporate energy efficiency measures and promote efficient energy use in all areas of business activity

  Covid-19 recovery

  Coronavirus company policy includes the measures we are actively taking to mitigate the spread of coronavirus.; The policy details guidance on preventative steps and hygiene, traveling and commuting measures, what to do if you have Coronavirus symptoms and what to do if you test positive for Coronavirus.; Our COVID-19 risk assessment was shared with all staff We encourage staff to become involved in assessing workplace risks and the development and review of workplace health and safety policies. All staff should read and understand the risk assessment and system for safe working at Designer Software.

  Equal opportunity

  We wholeheartedly support the principles of equality, diversity and inclusion throughout the recruitment and employment of our employees, as well as ensuring that it is afforded to all job applicants, customers/clients, contractors and suppliers .; We seek to promote equality, diversity and inclusion in job adverts and recruitment, induction, employment, pay and benefits, training and career development (including promotions), terms and conditions of service, and also when managing any grievance or disciplinary issues. This policy can also apply to relationships with suppliers and contractors, as well as to potential employees.; We believe that everyone has the right to be treated fairly and with dignity and respect at work, and to work without fear of discrimination, bullying or harassment. We welcome diversity amongst our staff, sub-contractors, and visitors, recognising that individuals from a wide range of backgrounds and experience can contribute a wealth of experience to achieving our objectives.; We will take all reasonable steps to ensure that our working environment does not prevent people from taking up positions for which they are suitably qualified. This may include physical adaptions or more flexible ways of working, including home working (where appropriate and practical).; Our employment policies and procedures will be continually reviewed to ensure compliance with this policy, to reflect current best practice and to remove barriers experienced by members of disadvantaged social groups in seeking employment with us and working for us.; It is our policy not to unfairly discriminate in the provision of training. No age limits apply for entry to training or development schemes - these are open to all employees.

  Wellbeing

  We aim to provide a working environment that is safe, that minimises any risks to health and that makes adequate arrangements for employees' welfare whilst they are at work. ; We will do all we can to reduce work-related stress and to offer support to any employees who may be affected by this.We also appreciate that on occasions, situations may arise outside of work which can result in additional pressure on the individual. We will aim to react appropriately to any circumstances we are made aware of.

Pricing

• Price: £18,000 to £120,000 a unit a year
• Discount for educational organisations: No
• Free trial available: No

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 jack.thompson@homemaster.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.