CLIXIFIX

clixifix

clixifix® provides a streamlined defects and aftercare platform for housing associations managing new-build homes, enabling fast issue reporting, transparent contractor collaboration, real-time progress tracking, and robust audit trails reducing admin, improving resident satisfaction, and ensuring efficient delivery of high-quality new-build portfolios.

Features

• Analytics & Reporting
• Digital sign off - Evidence of completed works
• Real-Time Communications - between all involved stakeholders
• Stakeholder specific portals - Contractor, resident, Employer's Agents
• Document & Photo Uploads
• Workflows & KPI Tracking
• Audit Trails & Compliance

Benefits

• Data-driven decisions from performance insights and trends.
• Evidence of completed works
• Clear, instant communication with no message confusion.
• One channel all stakeholders can communicate into.
• Strong evidence for quality assurance and disputes.
• Better compliance through automated workflows and SLA tracking.
• Full transparency with complete audit trails for every action.

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 nadine.dack@smartcraft.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

611967683783798

Contact

Nadine Dack
0191 500 7922
nadine.dack@smartcraft.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Customer service
        • Customer service
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints
• System requirements:
  • Internet connection
  • Electronic device, ie Laptop, mobile, Ipad ect

User support

• Email or online ticketing support: Yes
• Support response times: Customer support is available Monday - Thursday 9am - 5pm and 9am - 4pm on a Friday. ; User have access 24/7 to a knowledge base of FAQs video tutorials and user guides. ; Our live chat support is accessible within office hour and is generally responded to within less than 5 minutes.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: No
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: From within the clixifix application, a support icon is available for users to select and engage with the clixifix support team within office hours.
• Web chat accessibility testing: To be completed
• Onsite support: Yes, at extra cost
• Support levels: Each clixifix client is assigned an "Account Manager" at the point of implementation. ; That account manager will be available to support with additional onsite training requirements as and when.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Tailored onsite training is delivered to all new users, ensuring they receive role-specific guidance and gain confidence in using the platform effectively from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We provide all clients with 24/7 access to our knowledge base, which houses our complete set of support resources. This includes detailed PDF user guides, video-based guidance, and an extensive FAQ section, ensuring users can easily locate help and instruction at any time.
• End-of-contract data extraction: Users with administrator access have the ability to export all the data stored in their clixifix account. ; ; When requested, clixifix® will send that user an email with a link to download their company data. This email will be sent within a maximum of 24 hours, however, it is generally sent within a few hours.; ; The data export contain links to different CSV file types. Each file needs to be downloaded individually. ; ; This includes the following exports:; ; All Appointments; All Appointment Participants; All Schemes; All Plots; All Defects; All Comments; All Plot Contacts; All Nominations; All Providers; All Provider Users; All Contractors; All Contractor Users; All Contractor Notes; All Discussions; All Tasks; All Meter Readings; All System Users; All Picture File Details; All Attachment Details; All Costs
• End-of-contract process: At the end of the clixifix® contract term, clients are typically invited to renew their subscription for a further 12-month period. The renewal process is managed by the assigned Account Manager, who proactively engages with the client to understand their requirements for the upcoming term and ensure the service continues to meet their needs. A renewal document is then issued for review and approval, and clients are encouraged to complete this process well in advance of their contract anniversary date to prevent any disruption to access or services.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: As clixifix is a web based solution, all the functionality is available on a mobile device the same as it is on a desktop device. There are some small visual changes, but functionality across both is identical.
• Service interface: Yes
• Description of service interface: Web-based SaaS platform: clixifix is cloud-hosted (on platforms such as Heroku/AWS) so accessible from standard browsers. ; ; Role-based portals: There are dedicated portals/interfaces depending on user type, e.g. for contractors/subcontractors (“contractor portal”), internal teams, and residents/homeowners (“residents portal”). ; ; Mobile and desktop access: The interface is device-agnostic, accessible via tablets, desktops or mobile, enabling users (for instance technicians or site staff) to log issues, update status, and add photos on the go; ; clixifix has an API that enables secure integration with housing-association systems such as CRM, asset management systems ect.
• Accessibility standards: None or don’t know
• Description of accessibility: We are working towards a WCAG 2.2 AA accessibility standard.
• Accessibility testing: We are working towards a WCAG 2.2 AA accessibility standard.
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: To be completed
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users have the ability to customise various elements of the clixifix® platform to reflect their organisation, projects, and communication preferences. Customisation options include adding company and project-specific imagery, such as logos and branding, to ensure the system aligns with the client’s identity.; ; For organisations deploying clixifix®’s third-party portals to wider stakeholders, such as contractors, providers, or residents, these portals can also be personalised. This includes incorporating company logos and branding so that each external user group receives a consistent and recognisable experience.; ; Within resident projects, users can further customise what information is visible to homeowners in their portal. This may include configuring details such as house types, tenures, warranty start dates, and other key property information relevant to their home.; ; Customisation is managed directly within the platform by authorised users, typically system administrators or project leads, depending on the organisation’s internal permission structure.

Scaling

• Independence of resources: We continuously monitor our service to ensure demand does not exceed capacity.

Analytics

• Service usage metrics: No

Supplier type

• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Data Erasure
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Customer have the ability within the platform to export their data seemelessly. ; All data exports are returned to customer in CSV formats which include:; ; Download All Appointments; ; Download All Appointment Participants; ; Download All Schemes; ; Download All Plots; ; Download All Defects; ; Download All Comments; ; Download All Plot Contacts; ; Download All Nominations; ; Download All Providers; ; Download All Provider Users; ; Download All Contractors; ; Download All Contractor Users; ; Download All Contractor Notes; ; Download All Discussions; ; Download All Tasks; ; Download All Meter Readings; ; Download All System Users; ; Download All Picture File Details; ; Download All Attachment Details; ; Download All Costs
• Data export formats: CSV
• 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)

Availability and resilience

• Guaranteed availability: Clixifix® is delivered as a cloud-hosted SaaS platform using industry-standard infrastructure designed for high availability. The hosting provider uses commercially reasonable efforts to achieve a monthly uptime percentage of at least 99.95%, and clixifix operates on a reasonable endeavours basis to maintain availability in line with this standard.; ; While 100% uptime cannot be guaranteed, availability is continuously monitored and any unplanned service interruptions are investigated and addressed as a priority.; ; Downtime is defined as the total number of minutes during which users are unable to access the clixifix® application.; Downtime excludes unavailability caused by planned maintenance, user internet service providers, force majeure events, general internet outages, failures in user hardware, software or networks, bandwidth limitations, user actions or omissions, or circumstances outside the direct control of clixifix®.; ; clixifix® provides the following support response time SLAs during standard business hours:; ; Response Time; Level 1 Within 1 hour; Level 2 Within 2 hours; Level 3 Within 4 hours; Level 4 Within 1 business day; Refunds and Service Credits; ; clixifix® does not offer automatic refunds or service credits for availability incidents or missed SLA targets. Any concerns may be raised with the support team and are reviewed on a case-by-case basis.
• Approach to resilience: Clixifix® is delivered as a cloud-hosted SaaS platform and has been designed with resilience built in at both application and infrastructure level.; ; The service uses a scalable, cloud-native architecture that allows capacity to be increased quickly to manage changes in demand and reduce the risk of performance degradation. The platform is continuously monitored, with logging and alerting in place to identify issues early and support prompt investigation and resolution.; ; clixifix® is hosted using a leading public cloud provider that operates multiple geographically distributed data centres. The underlying infrastructure is designed for high availability and includes redundancy across compute, storage and network components to minimise single points of failure. Automated recovery mechanisms are used within the cloud environment to support service continuity in the event of component or service failure.; ; Customer data is stored on resilient cloud storage services, with regular backups in place to support recovery in the event of data loss or corruption. Backup and recovery processes are tested and reviewed to ensure they remain effective.
• Outage reporting: Our service provides full public outage reporting through a dedicated status page, which displays current platform availability, incident history, and real-time updates. Users can access this page at any time to view live service information. Customers are also able to subscribe to incident notifications via email directly from the status page and will automatically receive updates as an issue progresses and when it is resolved.; ; For major or prolonged incidents, we may also issue separate email communications to affected customers to ensure they are fully informed.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support tools is tightly controlled and granted only to authorized staff on an as-needed basis. Permissions follow the principle of least privilege, ensuring individuals receive only the access required for their role. Customers and external users are never granted access to internal management or support systems. Temporary elevated access is provided only for specific tasks and removed immediately afterward. All access is authenticated, logged, and monitored, with MFA required for sensitive systems. Access rights are reviewed periodically to ensure they remain appropriate, minimizing exposure of critical systems and data.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: CSA CSM version 4.0
• Information security policies and processes: We operate an information security management approach aligned to the ISO 27001 framework, although we've not yet elected to pursue formal certification. Policies cover key areas: access management, data protection, secure development, vulnerability management, incident response, supplier management, business continuity. Policies are approved by senior leadership and reviewed at least annually, or sooner if there are changes in risk, technology, or regulation.; ; Responsibility for information security sits with the CTO, who is accountable for risk management and policy enforcement. Responsibilities are delegated to engineering and operational owners, with clear role definitions/separation of duties where appropriate. Security/risk matters are reported to the executive team, including incidents, emerging risks, or required control improvements.; ; Compliance with policies is ensured through:; • Defined responsibilities: security ownership assigned to relevant roles, not handled ad-hoc; • Documented processes: covering change management, deployment practices, and security review; • Access controls and monitoring: least-privilege access, logging, and monitoring of key systems; • Regular reviews: policy reviews and internal checks against the ISO 27001 control framework; • Training and awareness: ensuring team members understand responsibilities and secure ways of working; ; This ensures security policies are documented, followed, monitored, and continuously improved as the business and threat landscape evolve.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We maintain a structured configuration and change management process to ensure updates are controlled and security-reviewed. All code, dependencies, and configurations are tracked in version control, with every change documented through pull requests, reviewers, and linked tickets. Changes undergo standardized peer review to assess quality and security risks, including secure coding practices, secrets handling, dependencies, and access controls. Automated security scanning and regular penetration testing validate deployed components. All updates are released through a controlled CI/CD pipeline, ensuring only approved changes reach production. Application behavior is continuously monitored to detect regressions or unexpected impact, enabling rapid response if issues arise.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our organization follows a structured vulnerability management program aligned with OWASP and cloud security best practices. Vulnerabilities are identified through peer code reviews, continuous monitoring with AppSignal, automated dependency scanning, and regular penetration testing. Threats are assessed based on severity, exploitability, and potential impact. Critical vulnerabilities are typically remediated within 24–72 hours, with high-severity issues prioritized for accelerated release. Medium and low-risk issues are tracked and resolved during routine development cycles. We leverage multiple threat intelligence sources, including CVE/NVD feeds, cloud provider advisories (AWS/Heroku), dependency alerts, OWASP updates, and internal testing results, enabling timely and effective risk mitigation.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our organisation uses continuous monitoring and alerting to identify, assess, and respond to potential security issues across our services. We monitor applications and performance via AppSignal, cloud logs and authentication events from AWS/Heroku, automated dependency and code scans, and external threat intelligence feeds (e.g., CVEs/cloud security bulletins). Regular penetration testing helps proactively identify weaknesses. Potential incidents are immediately escalated, investigated, and contained, with affected systems isolated if necessary. We analyze logs to determine cause and scope, implement remediation, and conduct post-incident reviews. Critical issues are addressed immediately, high-severity issues within hours, and lower-severity issues tracked through normal maintenance cycles.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Our organisation maintains a documented incident management process to ensure issues are identified, escalated, and resolved efficiently. We use predefined workflows for common incidents, including security alerts, service outages, vulnerability disclosures, and access issues, each with clear steps for triage, escalation, communication, containment, and remediation. Users can report incidents via support email or portal, while internal teams and monitoring tools automatically escalate issues through internal channels and ticketing systems. All incidents are logged and tracked to resolution. For significant incidents, we provide reports outlining the issue, timeline, impact, actions taken, and preventive measures, followed by post-incident reviews to improve processes.

Secure development

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

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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 57ba55c3-8faa-4eb6-b387-398855a8da46
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: E9649d94-0993-494b-93fb-36b66053e695
• Other security certifications: Yes
• Any other security certifications: Annual Penetration testing

Social value

• 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
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • 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
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • 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
  • Volunteering opportunities for staff
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

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

  • 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

  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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • 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
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  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
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
• 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
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of 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 nadine.dack@smartcraft.com. Tell them what format you need. It will help if you say what assistive technology you use.