Home Connections

Housing Needs Software - Homelessness

Non-profit company providing bespoke social housing (needs) SaaS including Accessible Housing Registers, Choice Based Lettings (CBL), Homelessness Prevention and Case Management, Direct Lettings, Mutual Exchange, Temporary Accommodation, Move-on via Homefinder UK, Domestic Abuse survivor relocation, Section 5 Referrals, E-Learning, smartphone apps. Built-in workflow, e-communications, CRM, fraud detection and document management.

Features

• Intelligent web-based housing needs software platform
• Modern, accessible, user-controlled website based on responsive design
• Homefinder UK national housing relocation and move-on service
• Full communications - email, text, web, letter, phone, web chat
• Ready made and configurable templates for Homelessness applications
• Configurable reports, workflow, controls, settings and comprehensive auditing
• Document management for customer and staff
• Inbuilt reports plus business intelligence dashboard and data mart
• Customer relationship management
• E-Learning software for housing applicants and staff

Benefits

• Efficient and low cost housing needs software with Homelessness module
• Software tailored to local needs and configurable by users
• Customer self-service options generates cash savings for the business
• Do-it-yourself controls helps the organisation save on software costs
• Rapid and frequent software development and deployment
• Integration to third party housing management systems
• Homefinder UK savings on temporary accommodation, hostel costs
• Mobile platforms facilitate channel shift
• Flexibility for business customers to repurpose platform
• Automatic free upgrades to latest version

£250 to £1,200 a unit

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ninesh.muthiah@home-connections.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

594491619222231

Contact

Ninesh Muthiah
07984 884 343
ninesh.muthiah@home-connections.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • Service hosted in Home Connections private cloud
  • Accessible by any standard office device

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response within 15 minutes during working week hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Tested with disabled applicants
• Onsite support: Onsite support
• Support levels: Home Connections will provide an account manager to cover business and technical issues for onsite meetings and online support as part of the overall support fee. All tickets are prioritised and dealt with according to the published and agreed service level agreement with each customer. Home Connections technical staff will also support and liaise with third party providers, where required, to resolve issues. Agreed KPIs are monitored and reviewed regularly.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Comprehensive onsite end-user training or train the trainer course at each customer location is provided at start-up. Comprehensive user manuals are provided for every component of the system. Web-ex and remote training is also available together with video user training guides.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A data extraction or removal plan is set in place at the start of each project and users can extract via our standard data extraction processes.
• End-of-contract process: Extraction of customer data via standard methods is included as part of the contract. Holding data in Home Connections systems after the end of the contract will be chargeable at standard rates.

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: No significant differences.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service interface is a web browser and does not need any installation. It has been tested on all common browsers, including mobile, with no significant differences
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Tested with disabled and autistic applicants
• API: Yes
• What users can and can't do using the API: API allows setup of applicant data and property loads and the update of property and applicant profiles and statuses; access property advert information and obtain information about end-user progress through a business process.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There is a significant degree of configuration available to the client on all Home Connections services. The following are a few examples of the areas of customisation: Content and themes on websites and e-forms can be edited, created and customised. The configuration settings for advertising, shortlisting and letting can be customised. Status workflows and reporting can be customised.

Scaling

• Independence of resources: Home Connections maintains a virtualised platform which allows us to add server and processing capacity as required. Our data centre allows instant scalability of internet bandwidth.

Analytics

• Service usage metrics: Yes
• Metrics types: Service uptime, system responsiveness, system load, ticket response times, KPI performance.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Yes
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported into Home Connections via a web service, XML data interface based on a structured XML schema or via a documented CSV interface.; ; Data can be exported from Home Connections via daily batch updates or real-time webservices.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Our internal network is protected by ACL rules and access to this network is limited to an IPsec VPN with limited privileged user accounts.

Availability and resilience

• Guaranteed availability: Service availability is set at 99.99% and monitored on a daily basis. Planned maintenance occurs outside of working hours after notice has been served. Where guaranteed availability levels are not met users are compensated according to proportionate levels of support fee as agreed in the contract.
• Approach to resilience: Information available on request and is part of the Business Continuity Plan.
• Outage reporting: Instant updates to customers via email alerts and a public dashboard with further regular status updates as required. Follow up phone conversations with customer account managers will be arranged as required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted to limited known personnel with strict enforcement of credential updates. Service system access is defined by superusers and managed by a detailed matrix of defined roles and privileges.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 01/07/2020
• What the ISO/IEC 27001 doesn’t cover: All parts of our service are covered by ISO/IEC 27001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 9001:2015 to cover Quality Assurance

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: Home Connections follows the security policies and procedures set out in ISO 27001.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes to information systems, software and resources are managed according to a formal change control process ensuring review, test and release in a controlled manner and through life cycle. Changes are risk assessed against potential security impact. Configuration and change approval is documented and audited. Software changes are managed through version control. Users affected by significant change are informed and SLAs updated accordingly. Established procedures are in place for recovering from unsuccessful change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability scans are run on a regular basis via third party vendors and our internal teams to identify and log all potential threats with detailed reports for management review and action. High scoring vulnerability areas are targeted for improvement in order to continuously reduce the surface area for attack. Patches, updates and fixes can be applied rapidly in line with agile and continuous release processes because of our total control or ownership of all aspects of our information infrastructure and ecosystems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Software monitoring tools enable continuous and protective monitoring of infrastructure environment and our software ecosystem. Based on accurate auditing logs, regular alerts of potential unauthorised traffic, monitoring of network infrastructure status changes, monitoring of internal activity, temporary connections, session user activity, backup status and critical events management reports are produced regularly to assess and intervene to mitigate newly identified risk areas. Continuous daily monitoring ensures rapid identification and response to risk and incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Our predefined incident management process is described in the BCP. End users are offered multiple channels to report incidents - via phone, mail, text etc. The service desk identifies, prioritises and engages in remedial action and escalates as required. Continuous monitoring generates regular reports and instant alerts. A full incident report after major incidents details the history, symptoms, service desk response, workarounds, longer-term fixes and service upgrade plans.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Home Connections believes that reducing the environmental impact of its business helps us to play our part in the world-wide programmes to look after the planet by reducing waste and reducing energy consumption through prevention, reuse and recycling wherever possible.; ; Home Connections has switched to using LED lighting in our office to reduce our carbon footprint. More impactful than this, however, is the fact that we have recently downsized from three offices to one, promoting working from home to reduce the time and costs associated with commuting, as well as the emissions. This decision alone has significantly affected our environmental impact, reducing our emissions by over 90%. Similarly, we are moving towards holding service management meetings online to reduce business travel and the associated emissions.; ; All Home Connections staff are equipped with Energy Star laptops that conform to HMG's technology standards for environmental IT. We use NaviSite’s cloud hosting platform, as cloud hosting typically requires less energy than dedicated hosting.; ; As part of our commitment to net zero, we have contributed to a subsidy scheme that provides people with bikes to enable them to cycle to work rather than using cars or public transport. Furthermore, we encourage our staff to take part in environmental initiatives; if a member of staff wanted to contribute to an environmental cause by fundraising or volunteering, we would grant them paid leave to do so and match fund the money raised. We empower our staff to understand and manage their own environmental footprint, at work and at home and will encourage a waste and carbon efficient culture at all levels of the organisation.; ; Additionally, we are committed to supporting the local ecosystem by donating items such as bird boxes, bug farms, and wildflower seeds to our customers.

  Covid-19 recovery

  Home Connections has taken part in HMG’s Kickstart Scheme, which is designed to reduce long-term unemployment by helping local people return to work. We have hired and trained people for a number of roles in areas including marketing, technology, and administration. We have retained 2/3 of them as fulltime employees, meaning that 10% of our workforce consists of individuals hired as trainees through the Kickstart Scheme. We have been so impressed with their performance that we have since nominated these new employees for awards through the scheme.; ; Our Homefinder UK scheme, which is a partnership of almost 100 local authorities and housing associations, enables households who are homeless, in temporary/ overcrowded accommodation, or victims or gang/ domestic violence to find housing. It is the only national housing mobility scheme offering case management services to homeless applicants in the UK. The web-based housing mobility service enables applicants in areas with little available social housing to look for homes nationwide. Since launching in 2013, Homefinder UK has successfully rehoused around 1,150 homeless households into permanent social housing across the country.; ; Homefinder UK also offers a specialised add-on service called Revive, dedicated to providing move-on housing options for victims of domestic abuse.; ; Not only does Homefinder UK help people find permanent housing, but our team of nine highly trained case managers also:; -Assists them with all applications/paperwork necessary to secure the property,; -Assists them in obtaining references and arranging viewings,; -Supports them in getting into training or employment in their new area,; -Helps them get set up with a local doctor and (if they have children) school,; -Helps provide them with a grant to enable them to furnish their new home.; ; Beyond helping families, Homefinder UK saves each member local authority over 100K per annum by taking families out of temporary accommodation.

  Tackling economic inequality

  Home Connections is one of a small and select band of suppliers in our market that is owned by the public sector and where all profits are reinvested back into tackling economic inequality in the local community. We have a proven track record of employing individuals from disenfranchised groups, particularly NEETs (people “Not in Education, Employment, or Training”), and have robust mechanisms in place for supporting, training, and developing these members of staff.; ; One of the services that Home Connections provides is helping ex-offenders find suitable housing. This is obviously a challenging process, as there are numerous obstacles that must be overcome for their application to be accepted, and we support them through every step of the process. Not only does this service give formerly incarcerated people a chance at a new life, but it benefits the local community by reducing recidivism. Our work has been very positively received, to the extent that we were interviewed by Claire Simms, the Managing Editor of The View Magazine, a magazine by and for women in the justice system, to promote our work to women about to leave prison.; ; Home Connections is also in the process of employing new staff through LIFT (Leading Inclusive Futures through Technology). LIFT is a three-year programme across Camden, Hackney, Islington, and Tower Hamlets that aims to help local people gain employment in the knowledge economy (e.g., tech, digital sciences, creative production), with the goal of empowering local communities and building lasting opportunities for residents.; ; Additionally, we are currently developing a pilot scheme to move refugees from high-cost temporary government accommodation to permanent housing, enabling them to become truly embedded within the local community. The focus is currently on refugees from Afghanistan, but we hope to extend it to those who have fled from Syria and other locations.

  Equal opportunity

  At Home Connections, our employees can be assured that they have been hired for their talents, regardless of their religion, race, sexual or gender identity, background, or any other factor. We strive to ensure that all of our staff feel safe, equal, and appreciated at work. We are committed to providing the same opportunities for everyone and have robust procedures in place to ensure the continual growth of our diverse workforce.; ; Home Connections employs a number of disabled staff and, in-line with our robust Equality, Diversity, and Inclusion Policy, is committed to providing them with the flexibility, tools, and support required to enable them to excel in their role. This includes:; -Private medical support, such as counselling,; -Assistive technology,; -Non-medical assistive support, such as ergonomics for their desks, chairs, and devices,; -Flexible working hours, including time off as necessary,; -Any reasonable adjustments they require, in compliance with Section 20 of the Equality Act 2010.; ; Our experienced case managers receive extensive training to enable them to support disabled customers. This includes training provided by AVA (Against Violence & Abuse), Citizens Advice, and the Chartered Institute of Housing (CIH), as well as the Royal National Institute of Blind People (RNIB) and Royal National Institute for the Deaf (RNID) as required.; ; Furthermore, as part of our Homefinder UK scheme, we have a channel called Accessible NOW that advertises wheelchair accessible properties to make it easier for disabled people to find social housing. We designed the Accessible NOW portal with a panel of both specialists and wheelchair users to ensure it fully meets end users’ needs, and we are delivering it in partnership with Habinteg Housing Association, the biggest social housing provider of wheelchair accessible homes.

  Wellbeing

  Home Connections’ robust Wellbeing Policy is the responsibility of our entire management team. The policy covers a range of issues, including:; -Our supervision and appraisals process, which includes regular assessments of employees’ workloads,; -Mental health, including providing access to a psychotherapist,; -Staff training and development,; -Providing mentoring so that staff who may not feel comfortable seeking support from management can go to their mentor instead.; ; Home Connections ensures that all staff are aware of our employee assistance programme, which gives them access to a trained psychotherapist. Employees can contact the psychotherapist themselves, as a group, or via their manager, and are encouraged to seek support for anything they need help with, regardless of whether it is work-related. This service has been particularly beneficial for our case managers, some of whom deal with secondary trauma from the nature of their work. Our management team takes a hands-on approach, regularly checking in with them to ensure they are coping and are able to maintain some objectivity.; ; As part of our Wellbeing Policy, we also organise regular social events to encourage staff to relax and socialise, thereby boosting team morale. We provide a variety of events to cater for different employees’ needs and preferences, including ensuring that venues are accessible and that events are not all alcohol related.; ; To ensure that our Wellbeing Policy is enabling us to provide meaningful support for our workforce, Home Connections conducts both monthly and more detailed biannual surveys via our Citrus HR system. These surveys enable us to check in with staff to understand their levels of employee satisfaction, the state of their mental health, and how we can better support them.; ; Additionally, we use the Empowerment Star to measure how our customers’ wellbeing has improved as a result of our Homefinder UK scheme.

Pricing

• Price: £250 to £1,200 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: One month trial period is available on request via a trial system to cover key aspects of functionality of selected popular services.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ninesh.muthiah@home-connections.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.