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  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. House-on-the-Hill Computer Aided Facilities Management Software
House-on-the-Hill Software Ltd

House-on-the-Hill Computer Aided Facilities Management Software

House-on-the-Hill CAFM Software enables businesses to keep on top of all aspects of Property Management, from logging reactive FM tickets, Planned Preventative Maintenance, Catering, Resource Booking to managing Stock and Inventory, allowing you to keep track of maintenance tasks, job costs, work orders and infrastructure items, all in one place.


  • Customer Self-Service Portal for logging work requests
  • QuickCalls templates for speedy submission of routine issues
  • Form Designer to customise the interface
  • Customisable Dashboards for quick links and summaries
  • Analyse performance with the KPI Monitor and QuickReports tool
  • Extensive personalisation capabilities
  • Cut down Mobile version for users on the move
  • PPM function for automatic creation and notification of PPM jobs
  • Online Timesheets and Expenses function for logging Projects and Jobs
  • Automatic calculation of costs and total hours spent


  • Ensure adherence to SLA's
  • Easily log all issues to demonstrate level of productivity
  • Quickly highlight important issues affecting business performance
  • Easily assess staff workloads
  • Keep on top of all aspects of Property Management
  • Supports GDPR's 'Right To Be Forgotten'
  • Quickly access summaries of Work Requests and PPM tasks
  • Give customers immediate access to Frequently Asked Questions
  • Technicians can be more productive by using mobile devices
  • Plan for any circumstance that may affect your business's infrastructure


£45 a licence a month

Service documents

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G-Cloud 13

Service ID

8 9 4 2 3 1 7 3 5 0 9 3 0 5 6


House-on-the-Hill Software Ltd Peter Broadhead
Telephone: 0161 528 1259

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
House-on-the-Hill's Facilities Management can operate as a standalone service but can also be used in addition to other House-on-the-Hill processes e.g. House-on-the-Hill's IT Service Management.
Cloud deployment model
Public cloud
Service constraints
Our aim is for our hosted systems to be available 100% of the time. Any planned downtime would be in consultation with the client and is not likely to exceed 15 minutes.

Only internet access is required for use of the service.
System requirements
  • Only use of the Internet is required for accessing House-on-the-Hill
  • House-on-the-Hill can be accessed on a variety of end devices

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is provided between 9 am and 5 pm GMT Monday through Friday, excluding English public holidays.

First response is within 2 hours followed by priority based assessment. Urgent and High issues are attended to immediately.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
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
Web Chat is available via our Customer Support Portal
Web chat accessibility testing
Web Chat can be enhanced through styling to suit users with particular needs.
Onsite support
Yes, at extra cost
Support levels
Our Standard Support Service comprises of the following:
1 The diagnosis of faults reported by the customer.
2 The rectification of such faults, by means of a fix or workaround.
3 The notification of updates which need to be applied to correct a specific fault.
4 Access to the online Support Library.
5 Advice by email or telephone in relation to reasonable enquiries on the use of the SupportDesk system.

Issues can be reported by email, logging directly into our support portal, by telephone or chat via our website/support portal.

Support requests made by the customer of an urgent or high nature will be attended to as matter of priority.
Support available to third parties

Onboarding and offboarding

Getting started
A minimum number of Consultancy/Training Days are recommended, based on the size and complexity of the system. This is an exercise to ensure that the software satisfies the requirements of the business and the user understands how the service can be adjusted for minor changes. The Consultancy/Training can be delivered on-site or online. The Support Service is intended for reporting issues and straight forward enquiries. Users are given access to the Online Support Library as part of the rental.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
At the end of contract the database will be returned to the user (if required) in a secure manner. Similarly, for any ancillary attachments that have been loaded.
End-of-contract process
As part of the contract, at termination the user is offered the option of continuation of service, which would of course incur the prevailing charges. If the service is no longer required then we will either return or destroy the data as requested by the user.

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
House-on-the-Hill's mobile service desk allows engineers to access their work queue to log and update calls while working on user locations. End-users can also log and monitor their tickets. House-on-the-Hill can be accessed by Mobile Web App and Tablet on both iPhone & Android devices which are HTML5 enabled.
Service interface
User support accessibility
None or don’t know
Description of service interface
Users have access to a Service Dashboard via the browser
Accessibility standards
None or don’t know
Description of accessibility
The Service Dashboard can be customised to suit the user's particular requirements with different Dashboards for different user roles.
Accessibility testing
Service Dashboards can be enhanced through styling to suit users with particular needs.
What users can and can't do using the API
With House-on-the-Hill’s WebAPI tickets can be created or updated from links to other systems and vice versa. Data can also be extracted from third party systems. Each installation will have different requirements so configuration will be required.
API documentation
API sandbox or test environment
Customisation available
Description of customisation
House-on-the-Hill comes supplied with its inherent data dictionary and customisable forms. This allows users to rename/remove fields they wish to change. Additional fields can also be added. The forms designer enables the user to create bespoke forms and dashboards for their team. Furthermore, House-on-the-Hill comes with default categorisations but these can all be adjusted to suit the user’s business practices via the interface.


Independence of resources
The House-on-the-Hill service runs multiple processes so that systems do not adversely affect each other.


Service usage metrics
Metrics types
House-on-the-Hill’s QuickReport designer allows you to design your own custom service desk reports and also comes with pre-configured reports. Charts and graphs can be displayed and reports can be run instantly, scheduled to run on specific days and times. Reports can be emailed or exported to html, csv and pdf format and can also be displayed on user dashboards.
In addition, House-on-the-Hill's KPI Monitor also offers customisable reports for the analysis of the system allowing you to measure against many KPIs. The real-time KPI Monitor automatically refreshes every 30 seconds and KPI reports can be incorporated into dashboards.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
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
House-on-the-Hill data can be exported into CSV format for transfer to other systems.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Our aim is for systems to be available 100% of the time (ignoring scheduled and agreed maintenance down time)
Year Percentage Uptime (based on 9-5 support hours)
2021 99.999%
2020 99.999%
2019 99.999%
2018 99.999%
2017 99.996%
2016 99.999%
2015 99.995%
2014 99.999%
2013 99.995%
2012 100%
2011 99.994%
Approach to resilience
Backups of data are taken at least 3 times per day. Additional backup servers are available in readiness in the event of a permanent or long term failure of the primary server.
Outage reporting
The hosted software services are setup to alert us in the event of any outage.
Once alerted we investigate the root cause of the issue. If there is an issue with the hosting infrastructure we have a policy to keep the user updated on an hourly basis and to consider switching to an alternative platform after 4 hours of outage.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access to the management interfaces within the service desk software is the same as for any other user, requiring login and password (and optional 2-factor authentication).
The support service is available to recognised parties.
Access restriction testing frequency
At least once a year
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
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Our scope statement is :-
‘The development and delivery of HotH Service Management Software and consultancy services, including hosted systems, across all service management sectors to clients worldwide and the safekeeping of data and HotH Assets (in accordance with Statement of Applicability V15 dated 07/2021)'

Our certification does not cover how users handle their own data and keep it secure, for example we do not stipulate a clear desk and screen policy for the clients end-users as this is beyond our control.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
We have numerous policies relating to information security, and these have been independently certified by a UKAs accredited body as meeting the requirements of ISO27001:2017. Policies include:
Information Security Policy, Access Policy, Client Confidentiality Policy, Clear Desk and Screen Policy.
Policies are reviewed annually and also reviewed as part of the information security audit process. The team are kept up to date with the salient points within the policies during routine weekly staff meetings.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Application changes are risk assessed for potential security impact as part of the development process. The revisions are tested prior to any hosted system update. Application updates are always part of a discussion with the client. The Change Management process is fully tracked and authorised using our own helpdesk software.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
MS updates are applied promptly. When we become aware of critical updates for offerings which support our service provision, these are updated as soon as possible.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Anti-malware is installed and is constantly updated and monitored.
This is checked on a regular basis. Event and IIS logging are also monitored.
Incident management type
Supplier-defined controls
Incident management approach
A security incident is a loss of confidentiality, integrity or availability of the hosted system or the data it manages. Any breach is logged as an incident, recording events and actions, then reviewed once resolved. Our information security system objectives are to minimise such incidents and hence non-conformances are taken seriously and carefully monitored.

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

House-on-the-Hill's software solutions is a wholly paperless process which is hence beneficial for the environment. Training and consultancy are offered remotely in the first instance to avoid unnecessary travel. Our product documentation is available online, nothing is printed unnecessarily. As the product is cloud based there are no disks or packages to be associated with the product itself.
Hybrid working has been adopted company wide, relieving the necessity of the daily commute and its accompanying impact on the climate.
Within the office environment staff are encouraged, wherever possible to reduce, reuse and recycle the resources that we use.
Tackling economic inequality

Tackling economic inequality

House-on-the-Hill supports various charities locally, within the United Kingdom and around the world to enrich and support communities. These include (but are not limited too): The Booth Centre - a community centre run to support people in Manchester affected by homelessness, helping to rebuild lives and give a sense of purpose; FareShare - FareShare is the UK’s national network of charitable food redistributors, made up of 18 independent organisations; AKT - Akt is a voluntary organisation based in England, created in 1989 to serve lesbian, gay, bisexual and transgender young people who are homeless or living in a hostile environment; Centrepoint – Centrepoint works with young people who are homeless or at risk of homelessness; World Vision - World Vision is the world’s largest international children’s charity improving the lives of the world’s poorest children by working closely with communities to tackle the root causes of poverty.
Equal opportunity

Equal opportunity

House-on-the-Hill’s Equal Opportunity Policy ensures equal opportunities to all persons without discrimination. No job applicant or employee is to receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. The recruitment, training, and promotion for all individuals must be on the basis of job requirements and the individual’s ability and merits.


£45 a licence a month
Discount for educational organisations
Free trial available
Description of free trial
We can provide immediate access to a personal trial system. Initially for a month, though this can be extended. The trial provided is a fully functional core system. Peripheral services such as mail read are not initiated, backups and service monitoring are not included.
Link to free trial

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 Tell them what format you need. It will help if you say what assistive technology you use.