entitledto

Housing Benefit and Council Tax Reduction Claim Form

The Housing Benefit and Council Tax Reduction Claim Form works alongside our benefits calculator to manage your residents' claims for Council Tax Reduction/Support and Housing Benefit. The claim form can populate your back-office systems and integrates with major document management systems for start to finish claims processing.

Features

• Generates claims for Housing Benefit and/or Council Tax Reduction/Support
• Allows upload of evidence as part of the claim process
• Includes evidence request and automated reminders to users
• All data stored and transferred securely
• Claim form and evidence documents automatically submitted to back office
• Compatible with any back office and document management system
• Easy to generate management reports on completed applications

Benefits

• Quick, simple and easy for mobile, tablet or desktop users
• Customisable for local schemes and devolved benefits
• Responsive form only shows users relevant questions
• Integrates with EDMS (document management) and CRM systems
• Matched to your branding
• Fully UK GDPR compliant, hosted and supported
• Access to management information and statistics
• Translated into multiple languages, using Google Translate
• Customisable content allowing you to signpost users to further support

£10,600 to £37,100 a licence a year

• 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 phil@entitledto.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

612281269551323

Contact

Phil Agulnik
0161 980 6276
phil@entitledto.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Internet access
  • Internet enabled device

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Available during office hours (9am to 5pm BST between Monday to Friday but excluding public holidays) as follows: • Highest - target response time 2 hours, target resolution 4 hours • High - target response time 4 hours, target resolution 1 day • Medium - target response time 1 day, target resolution 2 days • Low - target response time 2 days, target resolution 10 days
• 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: No
• Onsite support: No
• Support levels: Support hours are 9.00am to 5:00pm during office hours (excluding public holidays). If support is required outside of normal hours this can be arranged in advance. Support is included in all subscriptions at no extra cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Clients receive an on-boarding call as part of their subscription. The inclusive support service offered to clients includes a dedicated named client manager to contact in the organisation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Clients extract their data through the admin interface while using their administrator log in details. We can also export data as a .csv file if required.
• End-of-contract process: Clients are required to notify entitledto in writing (either by email or by letter) with not less than three (3) Months’ notice that they would like to end their contract. Notifications are acknowledged and appropriate arrangements made to cancel the contract at the end of current licence year.

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: Products are responsive, to enhance UX experience according to the device used by the user.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The API can be used for integrating entitledto's software with other software solutions.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The products are highly configurable and can be customised in terms of content and design. Clients can log in using the admin interface to customise products, including amending text, or we will manage customisations on their behalf.

Scaling

• Independence of resources: We monitor service loads to ensure CPU usage is low and service speeds are high. Additional servers are added as required to ensure there are always sufficient resources available for all clients.

Analytics

• Service usage metrics: Yes
• Metrics types: Products are supported with an admin area that contains usage and reporting functionality.
• Reporting types: Real-time dashboards

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: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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 another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Clients export their data through the admin interface that supports the online tools. This interface is password protected and clients should use their administrator level log in details to gain entry.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: In most instances there is no connection between the buyer's network and the entitledto network as the tools are freestanding. Where there is integration with another service we protect data using SSL and locked-down IP addresses.
• Data protection within supplier network: Other
• Other protection within supplier network: All our databases are co-located in one data centre.

Availability and resilience

• Guaranteed availability: Service is available all year around, 24 hours per day. We have a record of 99.9% up-time.
• Approach to resilience: Systems are hosted at iomart and ANS data centres in Manchester which has a range of failover, backup and disaster recovery mechanisms in place.
• Outage reporting: Unscheduled downtime is extremely rare, but is reported within 24 hours to clients (by email) should there be any downtime.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Management interfaces and support channels are accessed via a log in. Each log in supplied is associated with a role (e.g. adviser, administrator etc.) which is then used to identify the data required for each user and each role. We ensure that the system defaults to providing only data required by the user (e.g. to calculations and budgets that they have created).
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We have been awarded Cyber Essentials. This provides an established framework that ensures our information security strategy meets applicable laws and regulations through adherence to policies and internal controls.
• Information security policies and processes: We have an internal framework that ensures leaders are accountable and where roles, responsibilities and segregation of duties are defined. Staff are trained in the framework and it is reviewed and audited regularly.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have an on-going process of identifying and managing changes to deliverables and products. These are managed through a third party tracking system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A clearly defined cyclical practice exists where we identify, classify, remediate and mitigate vulnerabilities. This is managed through third party software. We also carry out regular penetration testing.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Third party software is used to detect and alert in relation to operational and security issues. Response times depend on the category of the issue:; • Highest - target response time 2 hours, target resolution 4 hours; • High - target response time 4 hours, target resolution 1 day; • Normal - target response time 1 day, target resolution 2 days; • Low - target response time 2 days, target resolution 10 days
• Incident management type: Supplier-defined controls
• Incident management approach: Third party software is used to track and manage incidents. Users report incidents through their preferred communication method.

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

  Tackling economic inequality

  Tackling economic inequality

  Independent: Our mission is to help everyone to access the benefits they're entitled to. We assist organisations to adapt to legislative changes and welfare reform so they can help their clients boost incomes and improve their long term options.; ; Accurate: Our in-depth knowledge of the UK's social security system ensures our calculators are authoritative and always up-to-date with the latest entitlement legislation. Plus, we continually enhance functionality to provide services that are relevant to our clients and their users.; ; Reliable: For around 25 years we have believed that everyone living in the UK should be able to understand their legitimate benefit entitlements and honestly claim that amount from local and national government - social security is a key aspect of our society and a vital part of our modern communities. We provide a trustworthy estimate of benefit entitlements based on an individual’s circumstances. By using our tools, people can determine whether they are receiving the right amount of money in their benefit claim, if they are eligible for other types of benefits or to understand the impact of life changes.

Pricing

• Price: £10,600 to £37,100 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free trials of products range from 14 to 30 days (or more on request).

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 phil@entitledto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.