Looking Local Limited

BetterCare Support

BetterCare Support has been developed by Looking Local alongside six Local Authorities to address the need for a digital solution to care and support assessments within Adult Social Care.
BetterCare Support is an animation-led platform that takes a strengths-based approach to assess multi-tiered care and support eligibility.


  • Strengths-based digital self-service care and support assessment
  • Animated guidance covering the 10 areas of the Care Act
  • 40+ relatable animations help users provide best quality responses
  • Tailored signposting to local and national information, advice and guidance
  • Fully managed and hosted mobile-first solution
  • Fully worked-up business case based on population size
  • Integration support for ASC case management systems
  • Reporting capabilities
  • Accessible user experience
  • Payload delivered into council for professional to review


  • Make informed care package decisions without a home visit
  • Reduce backlog, travel and assessment processing times
  • Support mobile working, cross-department working and self service
  • Keep pace with caseload increases due to ongoing ASC reform
  • Reduce unnecessary contact from those who don’t meet eligibility criteria
  • Free up staff time to focus on more complex cases
  • Tailor local signposting to individuals' care and support needs


£24,000 to £48,000 a licence a year

Service documents

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 guy.giles@lookinglocal.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

8 0 5 3 6 6 5 7 9 3 1 4 8 6 0


Looking Local Limited Guy Giles
Telephone: 0845 434 8540
Email: guy.giles@lookinglocal.gov.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
BetterCare Finance
Cloud deployment model
Public cloud
Service constraints
System requirements

User support

Email or online ticketing support
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Support levels
As part of our commitment to provide first class support, our proposals include the provision of “1st Line Support” throughout the life of the solution. This will be a call centre number that customers can phone 24/7/365 to report issues like loss of service, orphaned content, or general presentation issues. Detailed response times would be covered in our SLA although they are generally between 2 business hours and 24hrs depending on the severity of the issue, and recovery times of 4-8 business hours - again depending on the severity or the issue. The costs for this support are included in the overall ongoing management costs (e.g. hosting, content refreshes). Each deployment comes with a dedicated technical manager to handle support requests, identify the issue and update stakeholders on progress in a timely fashion. Customised, higher levels of support are available on request and costed based on needs.
Support available to third parties

Onboarding and offboarding

Getting started
BetterCare Support is a customer and agent-focused solution, which has been through significant user testing and is straightforward in its operation and usability. 40+ easy-to-understand animations guide users through their care and support assessment, helping with understanding and answering the questions.

Deployment, customisation, testing and ongoing management are all included as part of the initial contract. Work carried out outside of the terms of the contract (e.g. change requests or out-of- scope features) are charged on our regular time & materials basis.
Service documentation
End-of-contract data extraction
Service users can download their care and support assessments data via the tool.

We provide data on demand.
End-of-contract process
At the end of the contract Looking Local will decommission the service and delete all supporting data from the relevant systems for which it is responsible. Historical usage data may be provided on request in a machine-readable format prior to deletion. References to the service may be removed from Looking Local literature and websites.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Service interface
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The service is web-based and can be accessed via a browser using an intuitive, accessible user interface.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
All solution deployments are tested against WCAG 2.1 AA standards or higher where possible. Some aspects are AAA compliant but we try to achieve a balance between accessibility and browser coverage and have found that AAA compliance sometimes rules out older browsers to the detriment of other users. The solution is tested using an automated testing tool as well as a variety of assistive technology interfaces from Windows Narrator to Jaws.
Customisation available
Description of customisation
Style (look and feel) is managed by Looking Local based on client requirements.


Independence of resources
The solution is hosted in an 'elastic' environment within the EU that offers a broad set of global compute, storage, database, analytics, application, and deployment services that scale on demand applications. This generally ensures that users are never affected by performance issues.


Service usage metrics
Metrics types
The service provides a full audit trail via a management console. They cover access times and published dates along with the standard Google analytics of Audience Demographics, Real Time Behaviour, Geo Locations and session data. In addition business metrics are provided covering a range of areas.
Reporting types
  • Real-time dashboards
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
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
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
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
Buyers can export analytics data on an ad hoc basis from within the platform's admin client. Buyers may request bulk data export on decommissioning of the service. Individual service users may download their prior care and support assessments from within the tool.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF/A
Data import formats
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Historically, our availability has remained above 99.5%. Our solution is monitored in real time and SMS alerts are relayed to our technicians in the event of an outage lasting more than a few seconds. Refunds would be negotiated if uptime falls below this benchmark but handled on a case-by-case basis. For example, the absence of a third party API that is consumed by the solution cannot be attributed to loss of service.
Approach to resilience
Resilience information is available on request but built into the solution at the outset.
Outage reporting
The solution is monitored by Uptime Robot and notifies technicians of any outages via SMS notification, email, and API to dedicated Slack channels.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Access to management interfaces are restricted using either IP address or with secure login and OTP.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Description of management access authentication
IP address restriction

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

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Cyber Essentials Plus
Information security policies and processes
We have an ethical, legal and professional duty to ensure that the information the solution holds conforms to the principles of confidentiality, integrity and availability. We endeavour to ensure that the information we hold or are responsible for is safeguarded where necessary against inappropriate disclosure; is accurate, timely and attributable; and is available to those who should be able to access it. As such we have our own Information Security Policy in place that covers processes such as Legal & Regulatory Obligations, Information Classification, Compliance, Policy Awareness, Disciplinary Procedures, Incident Handling and Codes of Practice.

We have a UK GDPR-compliant Personal Data Breach policy and associated register to document the process for managing and investigating personal data breaches.

We ensure these policies are enforced by periodic review of the Information Services Manager.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We use a change management tracking service called Jira to ensure that any configuration or change management requests are accurately documented, prioritised and carried out in a timely fashion. We use version control to decide whether the change constitutes as step change in the fabric of the solution and carry out regular penetration testing if the change presents a potential security issue.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We are members of a number of accredited bodies, including the Cyber Security Information Sharing Partnership (CiSP), that share information on new or emerging security issues. Any potential threats presented are assessed for severity either by our CTO or by a third party CHECK or CREST accredited body and acted upon accordingly.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We give any security related incidents the highest priority. We have monitoring software that detects abnormal activity and provides SMS alerts if unusual patterns of activity are detected. In the event of a potential breach, the situation is assessed for severity and an appropriate response is coordinated immediately.
Incident management type
Supplier-defined controls
Incident management approach
Users can report incidents via our 24 hour telephone support helpdesk, via our incident reporting software or via email to the Technical Support Manager. Most incidents do fit a common type and have appropriate processes in place to deal with them. Non-common incidents are dealt with on an adhoc basis and followed up with an incident report to the stakeholders depending on the severity.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

BetterCare Support provides the opportunity to switch the traditional paper-based assessment to an online paper-free experience. Furthermore, a reduced need for practitioners to travel to conduct face-to-face care and support assessments contributes to an overall reduction in carbon emissions.
Covid-19 recovery

Covid-19 recovery

BetterCare Support provides an online solution for the adult care and support assessment process, reducing the number of home visits and providing new ways of working to deliver adult social care services.

The self-serve nature of the platform supports people who are shielding from the impacts of COVID-19.

Tailored signposting to local relevant information, advice and guidance services reduces the number of unnecessary contact from individuals who want to remain independent, and reduces the demand on adult care services.
Tackling economic inequality

Tackling economic inequality

BetterCare Support digitises the care and support assessment to modernise the delivery of a traditionally paper-based and human-resource intensive process.

In addition to reducing the number of home visits, BetterCare Support results in shorter visits for those still required to ensure the package of care is exactly right. This increases staff productivity enabling them to focus on the more complex and vulnerable cases.

BetterCare Support's strength-based approace, relatable animated guidance and tailored signposting to local relevant information and advice services empowers service users to be resilient to their care needs and remain independent. This also reduces the demand on adult care services.
Equal opportunity

Equal opportunity

BetterCare Support uses a diverse set of characters throughout its 40+ animations to help service users navigate through an online care and support assessment. Characters used in the animated guidance include people of different ages, gender, race, and ethnicity. There is also a subset of characters with different disabilities and/or impairments. Service users are guided through the 10 eligibility outcome areas of the Care Act, including a focus on accessing and taking part in work, training, education or volunteering oportunities.


BetterCare Support uses a strengths-based approach to care and support assessments to influence service users (through 40+ relatable animations as well as user-tailored signposting) to identify and connect with community assets (e.g. volunteers, transport options, friends groups, support of neighbours, etc) that can help them live independently for longer.


£24,000 to £48,000 a licence a year
Discount for educational organisations
Free trial available

Service documents

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 guy.giles@lookinglocal.gov.uk. Tell them what format you need. It will help if you say what assistive technology you use.