Locata Housing Services Limited

Locata Pro Housing Related Support HRS

Locata Pro’s Housing Related Support (HRS) utilises Locata’s workflow in providing a single integrated solution allowing for the stepped management of applications and third-party access. Use a step-by-step process to open HRS cases, through to creating a record and referring to a provider and measuring the performance versus outcome.

Features

• Customer contact management
• Customer interview management
• Customer journal
• Referral form for self-referrals or provider referrals
• Letter, email and text message generation
• Automatic email or text message alerts to clients and providers
• Service provider and scheme management
• Limited service provider access to manage referrals and customers
• Custom data validation for each referral
• Real Time Management Reporting

Benefits

• Customised referral form
• Intuitive approach
• Real time monitoring
• Active management of providers
• Self service approach
• Reduce administration time
• Full security access management
• Centralised system
• Interview management and communication
• Electronic alerts

£6,000 to £6,000 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 enquiries@locata.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

662039014962171

Contact

Peter Riley
01895 637595
enquiries@locata.org.uk

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: Lettings System (Direct & Property Pool); Pre Assessment,Online Registration, Medical Form & Change of Circumstances,; Homelessness, Prevention and Advice; Housing Options; Housing Related Support; Assisted Assessment; Social Letting Agency; Low Cost Home Ownership; Mutual Exchange; TA Rent Accounting ; TA Credit Import Processor ; Data Warehouse Service
• Cloud deployment model: Public cloud
• Service constraints: There are no service constraints in either our planned maintenance process or hardware configurations as the service is completely configurable to their needs.
• System requirements:
  • Internet Access
  • Browser Software

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email Support - Monday to Friday 9am to 5:30pm; 24/7 Online Ticketing IT support
• 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: No
• Onsite support: No
• Support levels: Business critical fault - Defined as where the service is inoperable or seriously compromised. In this case we will start work to resolve the problem as soon as it receives notification of the issue, and will continue until the problem is resolved. We will keep users notified of progress by email and Staff will notify key personnel of progress on an hourly basis telephonically.  ; ; Non business critical fault - Defined as where the system behaviour deviates from the published documentation, but is not stopping the fulfilment of the business process. We will aim to provide a workaround within 1 working day, and resolve the issue within 5 working days.  ; ; Cosmetic changes or enhancement requests - Should any issues that have been logged via the Sector Support Site or a Project Manager be deemed to be an enhancement rather than a fault, we will notify the partner of this diagnosis and provide a quotation for consideration.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The basic on-boarding process simply requires the customer to:; • Provide logos and colour palate for any public website branding; • Provide logos and privacy statement for any forms; • Provide a subdomain or chose a domain from LOCATA. ; ; In terms of taking on data, we can load in data (e.g. people and property data) if it is provided to us in our pre defined formats. There are several ways to import data into the Locata system. ; Primarily customers will need to upload their data to our secure cloud storage or to our servers via SFTP (Secure File Transfer Protocol). Data migration is not a prerequisite. Customers can start using the vanilla Locata system out the box without the requirement for any data migration. ; We deliver initial onsite training, supported by our online user guide website as well as full user documentation.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: If customers would like to cease using the system, they will need to give Locata notification of this. Locata will then securely delete all of the customer’s data. After deleting the data, it is irrecoverable. Before doing this the customer can request for a data warehouse to be created containing all data that Locata holds for the customer. Locata will then deliver a backup of the SQL server data warehouse in a mutually agreed manner based on what the client has available to them. Possible options include a SFTP site provided by the client or a secure cloud storage account. ; This is detailed in our our data migration exit strategy that covers:; Agreed Times and Dates; Service Provision End Dates; Preparation of Data; Specification Provision; Cost (if incurred); Outstanding Payments
• End-of-contract process: Our standard full data extraction as defied above is covered within the contract cost. Additional cost may be incurred if the client cannot provide a suitable resource in which to accept the data (SFTP site or a secure cloud storage account). Data will be provided in our SQL database data warehouse, which contains meaningful table names and data relationships. If the Client requires a different format or ongoing consultancy this could be chargeable.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference in this area for all public facing services, the services use responsive websites and use the browser technology of the mobile device being used. We also have an App for our lettings service that allows the download and use of the app as free to end users.
• 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: Functionality in Locata’s systems can be accessed by a set of RESTful web services, generally located at [your HPA system url]/api.; ; These web services use JSON to post and receive data, and JSON Web Tokens (JWT) to authenticate web requests. All calls must use https.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service described can be customised for individual client upon request. Customisation of the service is though us as a provider and is dependant on what customers want of the service provided.; The provider customises the service.

Scaling

• Independence of resources: Our services are hosted on the Microsoft Cloud that manages the traffic across all of our services and provides dynamic resource's to each of our client systems as needed. This allows us to provide scalability on demand, so in effect all of our clients have as much resource as is required at any time 24/7.

Analytics

• Service usage metrics: Yes
• Metrics types: Either google analytics for website traffic and a suite of on-board reporting tools to manage the day to day monitoring on the system itself.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: The primary operational data extraction process is via our reporting tools. All data held within the system is accessible via our in built reporting tools. This can be output to Excel and so subsequently moved onto any format required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • XML
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: We have service level agreements ranging from 98.6% to 99.8%. In the past the system has been 99.98% available. Our aim is to provide 100% system availability and with our move to Microsoft Cloud it is currently running at 100%. ; ; We agree compensation on a contract by contract basis and apply the required algorithm to compensation payments.
• Approach to resilience: Our solutions run under Microsoft SQL server database management system. The servers are configured in always on availability groups, and the data is physically held within Microsoft Azure storage. The data in the Microsoft Azure storage account is always replicated to ensure durability and high availability. Azure Storage automatically backs up the data so that it is protected from planned and unplanned events, including transient hardware failures, network or power outages, and natural disasters. ; As well as the automated continuous backup processing within Azure storage, full database backups are made weekly supplemented by daily differential backups and transaction log backups which take place every 15 minutes. This allows us point in time recovery.; The web servers are in availability sets of at least 2 servers each, so if a server fails or maintenance on a server is required, the load will be automatically switched to the other server in the set. So patches can be applied during office hours and zero day exploit patches can be applied as soon as Microsoft has the patch available.
• Outage reporting: In terms of outages all of our client websites have a public dashboard messaging service attached as do our back office system for staff. Our own business websites are used as they use a different hosting service as a fail safe. Also we use e-mail alerts as a separate channel and prime source of information dissemination.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Management Access and Support is by invitation. Security works by allocating ‘roles’ and partners (organisations) to the security account for Landlords, Local Authorities and officers to enable them to access the system. Roles are automatically allocated pre determined permissions. Configured might differ slightly and there may be situations where management place permissions under different roles. Reconfirmation of all users accessing the system occurs every three months or sooner by agreement. This validation sends an email notifying users and managers of this. The email will include a link that will direct you to the system back office to validate the user.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Microsoft Cloud
• ISO/IEC 27001 accreditation date: 02/01/2017
• What the ISO/IEC 27001 doesn’t cover: Nothing is not covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Chest/Crest certified pen tests

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: Security of customer is very important. We have chosen to use Microsoft Azure as our hosting partner as they enjoy the most wide ranging security accreditations amongst the cloud hosting companies. Among other defences Microsoft run threat analytics on our servers to detect suspicious activity that may indicate a threat and sends real-time alerts so that we can respond. Further to Microsoft threat detection systems, we run Syspeace on the servers that monitors failed login attempts and blocks the IP address that they come from if there are more than 5 failed attempts. Also along with antivirus we run Sophos anti-ransomware protection that detects and blocks file encryption and enables rollback of any encrypted files.; Each customers data is physically segmented and separated by being stored within its own specific customer database, rather than being logically separated within a shared database. This eliminates the possibility of inter customer data leakage, allowing us to apply client specific security policies. Test environments are hosted on physically separate database and web servers. Our security policies and any information security issues are reported quarterly at director level. Any concerns are handled by the managing director and reported directly to the Locata Quarterly Management Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Requests are logged on our support site. On receipt of a Change Request the product manager will assess the request to ensure the validity of the request. If valid,it is passed to development to assess the effort required to implement, and the impact of the change. ; If the client agrees to the change, the development and testing will be factored into the corporate work plan. Dependent upon the scope of work required, either the change request documentation will be completed or a full project initiation document will be generated. The works will then be undertaken, tested and implemented.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We conduct penetration tests carried out by independent CHEST / CREST credited external consultants on a regular basis. Any vulnerabilities detected are take immediate steps to eliminate them. We encourage customers to do independent penetration testing beyond our own, and will respond to any issues detected. Our servers are in Microsoft Azure availability sets which means patches can be applied applied without disruption to the service.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Among other defences Microsoft run threat analytics on the VM to detect suspicious activity that may indicate a threat and sends real-time alerts so that we can respond. We run software on the servers that monitors failed login attempts and blocks the IP address that they come; from if there are more than 5 failed attempts. ; We use Qualys SSL Labs to perform a deep analysis of the SSL on the web servers.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a defined incident Incident management process in place focusing on any possible security incidents. Any incident with security implications reported either by clients or technical staff is immediately escalated to senior management level to conduct a detailed threat assessment. Customers are informed of the issues, processes and procedures at all stages. Our security incident management approach has been developed with the aid of external data protection specialist consultants and is regularly reviewed.

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

• Fighting climate change:

  Fighting climate change

  We promote environmental sustainability by reducing waste, limiting our energy consumption and procuring materials from sustainable sources. We also contribute towards the preservation of the environment and natural resources, within both our own company operations as well as our working partners. Locata continues to develop innovation and technological progress to guarantee the advancement of the company and its customers whilst being respectful of any environmental impact and aspiring to develop further our sustainable business operation.
• Covid-19 recovery:

  Covid-19 recovery

  Although most COVID-19 restrictions have been lifted there is still some advice that people need to be aware of.; ; The current advice is that in England the government has removed any remaining domestic restrictions. There are still steps we ask our staff to take to reduce the risk of catching and spreading COVID-19. ; • Get vaccinated; • Let fresh air in if meeting indoors, or meet outside; • Consider wearing a face-covering in crowded, enclosed spaces; • Get tested if you have COVID-19 symptoms, stay at home if positive; ; Locata’s business approach to the pandemic has changed in line with the latest government response of removing domestic restrictions. Our staff continue to work from home until our business needs change. ; ; We have also removed the Locata restriction of not having face-to-face meetings at their and their customer's discretion. However, we have instructed staff that this will, until after June 2022, be within their control. After June we will review this again with Locata staff. We will continue to plan any future meetings in the virtual environment in line with the Locata marketing plan.
• Tackling economic inequality:

  Tackling economic inequality

  Locata is always looking to create new developments, to support new jobs and skills for its customer base and itself. We believe that creating opportunities for development and supporting organisations to expand supports economic growth and makes our supply chains more diverse.; This approach leads to employment and training opportunities for people facing barriers to employment and underpins educational opportunities relevant to our contracts.
• Equal opportunity:

  Equal opportunity

  Locata's policy applies to employees, workers and contractors in that the company values and actively strives to have a diverse and inclusive workforce in a working environment free from discrimination. An inclusive work culture where people of different backgrounds are valued equally will ensure better outcomes for us all. We continually engage with our staff as well as external partners to help us to understand how we can make our workplace more inclusive and gain an insight into what our staff need most from us. ; The company will seek to promote the principles of equality, diversity and inclusion in all its dealings with employees, workers, job applicants, clients, customers, suppliers, contractors, recruitment agencies and the public. Everyone who acts on the Company's behalf is required to adhere to this policy when undertaking their duties or when representing the Company in any other guise.
• Wellbeing:

  Wellbeing

  Locata assesses each member of staff with a full working-from-home risk assessment that includes a wellbeing section. We have access to our NatWest HR Mentor Online Resources for Staff. These interactive mental health & wellbeing courses are designed to raise and promote mental health awareness in the workplace. These 16 eLearning courses cover: ; ; Business Communication ; Mindfulness; Communication Skills ; Nutrition; Conflict Resolution; Physical Activity; Coping with Covid-19 Anxiety ; Resilience; Financial Wellbeing ; Sleep Essentials; Healthy Living ; Stress Awareness; Managing Mental Health ; Time Management; Mental Health Awareness ; Wellbeing & Remote Working; ; Locata also updates risk reviews of our supply chain at the same time. We have mitigated as many risks as possible and it is our intention to keep our services live and in good working order.

Pricing

• Price: £6,000 to £6,000 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 enquiries@locata.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.