BROADLEAF PROFESSIONAL LTD

Income Nexus

Income Nexus is an software and service package that helps social housing providers reduce arrears and improve response times by turning complex data into clear priorities.

Blending automation, tailored reporting, intelligent prioritization and bespoke support, it frees income teams and managers to focus on meaningful human engagement and proactive decision-making.

Features

• Real-time rent account prioritization
• Per-income officer dashboard and case prioritsation
• Contact automation, using input from a behavioral scientist
• Managers work-tray, identifying areas of support in the team
• AI reporting agent & tailored HTML reports
• Dynamic/Automatic case re-assignment when staff are on leave or absent
• Support team who work as part of your team
• Current&Former tenancies, leasehold, shared ownership - all in one platform.
• Custom case types per organisation

Benefits

• Arrears reduction and management
• Improvement in response time to priority cases
• Tailored, formatted performance data automates your internal management reports
• Significant officer and manager time-savings from automation and accurate caseload
• Up-to-date data means no more working from weekly case lists
• Increased repayment plan sustainment
• Reduction in repeat arrears cases
• Management of all rent accounts in one platform
• Board/Management/Patch/User level reporting available instantly
• Bespoke support that feels like an extension of your team

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

Framework

G-Cloud 15

Service ID

791988157344253

Contact

Oliver Florence
01312100369
oliver@broadleafprofessional.co.uk

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: No

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: Housing Management systems.
• Cloud deployment model: Public cloud
• Service constraints: We require that the housing provider has read access to their housing management system's database, or that we can interface with their provider directly through available APIs.; ; If the housing provider would like full integration (i.e. two way data flows) we also require that they have write access to their housing management system database, or that we can write back using available APIs.
• System requirements:
  • Modern web browsers, regularly updated
  • Access to the internet (it is web based SaaS)

User support

• Email or online ticketing support: Yes
• Support response times: One day during normal working hours Monday-Friday.
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Income Nexus support is provided through Microsoft Teams, with each customer given access to a dedicated Team for support communication.; ; Microsoft Teams is designed to meet WCAG 2.2 AA and EN 301 549 accessibility standards. Accessibility features available to users include keyboard navigation, screen reader support, adjustable text size, high-contrast modes, captions in meetings, and support for assistive technologies across desktop, web and mobile platforms.; ; Users can send and receive messages, share files, and participate in support conversations using standard accessibility tools supported by their device and operating system. Accessibility may vary depending on the user’s platform, configuration, and any third-party integrations enabled within Teams.; ; Income Nexus does not restrict or modify Teams’ native accessibility features.
• Web chat accessibility testing: We have not conducted independent assistive technology testing of the web chat service. ; ; Income Nexus uses Microsoft Teams as its chat platform, which is supported by Microsoft’s published accessibility documentation and conformance reports, including VPATs covering assistive technology compatibility.; ; We rely on Microsoft’s ongoing accessibility testing and improvements and will support reasonable adjustments where required, including collaborative design & test with users who use assistive technology.
• Onsite support: Yes, at extra cost
• Support levels: Four visits a year are included in your annual subscription fee from your configuration & account manager. ; ; Extra visits are available ad-hoc at £500 a day.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: Customers can choose whether they'd prefer onsite, remote, or a mix of the two; whichever best suits the needs of their users.; ; There is also in-system training available as well as help from our support team during business hours.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Broadleaf Professional will provide users with a copy of their data no later than 30 days from the end of their contract if requested by the customer.
• End-of-contract process: At the end of the contract access to the Income Nexus environment is revoked and we provide the customer with a copy of their data within 30 days of the end date of the contract, if requested.; ; We would also, provided the customer was open to it, conduct an exit meeting to understand why the customer is leaving to understand how we can improve the service offering.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We send copies to new customers and provide them in their service portal and in the software in the 'Training' section.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Income Nexus is fully accessible for Tablets. Some features (advanced reporting / recommendation lists) are not suitable for mobile phones.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Graphical User interface delivered through the browser.
• Accessibility standards: None or don’t know
• Description of accessibility: Our service is available through supported web browsers with an active internet connection. ; ; Users cannot access Income Nexus without an internet connection or offline.
• Accessibility testing: None to date. We will include users of assistive technology in collaborative design and testing when someone with those user needs is a user of Income Nexus.
• API: No
• Customisation available: Yes
• Description of customisation: Users can customize the following through the user interface:; - Case severity; - Intelligent prioritisation rules ; - Case assignment rules; - Automated communication templates; - Communication automation rules; - Sickness / absence dates for their team; - Views of their caseload by a range of filters and column options; - User permissions; - Configure organization hierarchy; - Configure Manager's work-tray items; ; Through their service portal:; - Create new case types; - Edit existing case types; - Change overdue timeframes for cases; - Create new report fields ; - Create new managers work-tray cases; - Dashboard arrangement for current/former tenants; ; All of these customization options can be restricted based on system permissions.

Scaling

• Independence of resources: Our multi-tenant service is monitored to track demand. Customer data is stored in dedicated single-tenant databases that can be individually scaled, ensuring one customer’s activity does not affect others. Automated alerts and proactive capacity management maintain predictable performance and service reliability.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can access metrics on user actions and feature usage, as well as aggregated metrics across all users within their environment.; ; These metrics are available at organisation level, and patch level, plotted over time on Year on Year charts:; - User activity (cases actioned/category of action); - Arrears levels; - Collection %; - Response time; - Agreement success %; - New arrears cases vs repeat arrears cases %; - Which actions have been successful on accounts
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Using built in reporting functions to export the required data.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON via integrated API

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Users can optionally provide import files via SFTP.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We guarantee 99% uptime/availability for the Income Nexus web portal during normal working hours. This is measured on a monthly basis and excludes any planned maintenance.; ; Availability applies where the Supplier can reasonably control service delivery. The guarantee does not apply to outages caused by factors outside the Supplier’s control, including but not limited to failures of public cloud infrastructure, internet connectivity issues, or force majeure events affecting whole regions.; ; Planned maintenance is normally carried out during the published maintenance window and, where reasonably practicable, customers are notified in advance.; ; Income Nexus does not currently operate service credits or automatic refunds linked to availability. Where availability issues occur, the Supplier will use reasonable endeavors to restore service promptly and communicate updates to customers during Normal Business Hours.
• Approach to resilience: The service is hosted in datacentres with built-in physical security, redundancy and environmental protections. Service components are deployed using services that support high availability and fault tolerance. Data is regularly backed up and protected against loss. We monitor service health and can restore service following incidents. Details of datacentres and architecture are available on request.
• Outage reporting: Internal email alerts and dashboard reporting. Customer support then speak with and help any impacted customers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted to authorised users via role-based access controls. User accounts are individual and require strong authentication. Permissions follow the principle of least privilege. Sensitive operations are further protected through MFA. Support requests are handled by verified staff. Before making any account or service changes, users are verified and access to sensitive information is limited to authorised team members. Privileged access is reviewed regularly and revoked if no longer required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Information security is overseen at board level. Policies cover access control, encryption, secure development, monitoring and incident response. Compliance is enforced through role-based access, code reviews, logging, and internal checks, ensuring staff follow security best practice. Policies are reviewed regularly and updated to reflect changes in technology, risks, and regulatory requirements.; ; We are happy to engage with the Buyer to provide full details of our security governance and policies.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Service components, including application code, infrastructure and configuration are tracked and, where appropriate, version-controlled throughout their lifecycle. Changes are documented, reviewed and tested in non-production environments before release. Service assessment includes consideration of access controls, data handling and platform configuration. Production changes are restricted to authorised personnel and services are monitored following deployment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are assessed by reviewing changes to our application, platform configuration and third-party components, with focus on data security and availability. We deploy security patches as a priority, applying critical patches as soon as it is practical, following testing in non-production environments. Information about potential threats is obtained by service security advisories and health notifications, vulnerability disclosures and security notifications from third-party software and library suppliers, and relevant industry guidance such as OWASP publications.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Logs and security events from application and service components are collected and reviewed to identify unusual or unauthorised activity such as unexpected access attempts or configuration changes. Any potential compromises identified are investigated promptly, access restricted to affected arears restricted if necessary, and corrective actions taken. Incidents are prioritised based on risk, and high-severity security incidents would be responded to immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: We operate a defined incident management process covering common events such as service outages or performance degradation. Incidents are logged, prioritised by severity and managed to resolution. Users can report incidents via our support email or service portal, which are monitored during business hours with escalation for critical issues. We provide affected users with timely updates and a post incident report outlining the impact, root cause and action taken.
• Post-quantum cryptography secure: Yes

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%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bbe01f78-6d78-413b-b0e8-0a954c06e640
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

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

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • 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

    • Working conditions which promote an inclusive working environment and promote retention and progression

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