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Matrix Booking - Room and Desk Booking

Matrix Booking produces the leading resource booking and workplace collaboration suite. Its award-winning design and advanced functionality enable private and public sector organisations to optimise desk, room, and estate usage. Matrix Booking's unique cross organisational functionality powers the largest public sector resource network in the UK.


  • Meeting room booking, hot desk booking, and car park booking
  • Book resources on interactive floor plans
  • Bespoke design of optimised floor plans for enhanced user experience
  • Find colleagues and teams through smart search
  • Web, mobile, digital signage, and kiosk applications
  • Workplace sensor systems and smart building integration
  • Microsoft 365, Google Workspace and Microsoft Teams integration
  • Video conference integration including Microsoft Teams and Cisco Webex
  • Single sign-on and AD sync via SCIM or Graph API
  • Integrations to BMS, IWMS, ERP, access control systems via API


  • Visitor and occupancy management across single and multi-tenant sites
  • Seamless visitor management with secure self-service check-in
  • Supports Government networks across English, Irish, Scottish, and Welsh hubs
  • Rapid template-based implementation with self-service administration
  • Intuitive design reduces training and implementation costs
  • Restrict access to secure areas
  • Integrated occupancy sensor systems for live view of estate usage
  • Increased workplace choice through government hubs network
  • Designed to be highly accessible and WCAG 2.1 AA compliant
  • UK based software and hardware support and monitoring


£1.00 a unit a month

Service documents

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G-Cloud 13

Service ID

9 1 7 3 4 8 3 1 5 3 9 4 5 3 7


Telephone: 0203 951 8291

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
The Matrix Booking service operates 24/7/365.

Our UK based support center hours are Monday to Friday 8:00am - 6:00pm UK business hours.

Initial Response
Priority 1 = 1 working hour
Priority 2 = 4 working hours
Priority 3 = 8 working hours
Priority 4 = No SLA
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We have ensured that the software used for our web chat service is accessible. Feature include:
- Screen reader support: the Messenger is accessible via screen readers
- Keyboard navigation: Every component of the Messenger can be accessed using a keyboard without requiring a mouse or trackpad.
- Color contrast: all text in the web Messenger is clearly visible when using colors with enough contrast.
Onsite support
Yes, at extra cost
Support levels
All support costs are included in our standard subscriptions.

All customers receive the same high quality service levels which include access to a dedicated account manager and access to the global service desk via the service portal.
Support available to third parties

Onboarding and offboarding

Getting started
Matrix Booking provide a comprehensive
Service documentation
Documentation formats
End-of-contract data extraction
Matrix Booking allows customers to export all their data to
excel, including a list of all of their historical and future resource
bookings and users. The extract is simple to do and can be
carried out by the customer administrators in the web
application of Matrix Booking
End-of-contract process
Matrix Booking charges annually and up front, meaning that
when a customer's subscription year comes to an end, the
customer would simply choose not to renew their contract. We
would allow the customer time to extract their data and from
their system before turning their access off.

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
The mobile applications provide all the core functionality available to a standard user on the web.

Some users with higher access such as location managers and administrators have access to certain functions on the web interface only such as configuration changes and reporting.
Service interface
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Matrix Booking has a fully web-based administration and service interface that allows authorised staff to update and configure the application.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
The administration and service interface undergoes the same rigorous testing as the core website to ensure compliance with WCAG 2.1 AA standards.

The site is also tested by customer staff with major assistive technology packages.
What users can and can't do using the API
All of the Matrix Interfaces utilize the Matrix API to communicate securely with the back-end.

Matrix works with customers on a case by case basis to advise as to the usage of the API.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Matrix Booking is a multi-tenant SaaS system which can be highly
customized and configured by customers to suit their estate requirements including uploading logos, images, descriptions and floorplans.

The administrators of the system have over 100 configuration options and business rules that govern how the system appears and functions for their users.

The configuration options range from workflow to security settings including simple thresholds and settings up to complex multi-hub network sharing connections,


Independence of resources
Access to Matrix Booking wouldn't be affected by the
number of users accessing the system. As a
software-as-a-system, based on Amazon Web Service Cloud Infrastructure, we are able to scale to demand. Furthermore the
Matrix Booking platform performance is constantly
monitored with alerts if any aspect of
performance breaches the pre-set thresholds.


Service usage metrics
Metrics types
Matrix Booking will provide customers with a variation of
metrics, including resource utilisation, user activity and
occupancy reports.
Reporting types
  • API access
  • Real-time dashboards


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
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
Users are able to export their data via the Matrix Booking
web application. The system will allow users to export any
data on historical or future bookings and any data on their
Data export formats
Data import formats
  • CSV
  • Other
Other data import formats
Microsoft Excel

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)

Availability and resilience

Guaranteed availability
We have a stated availability guarantee of 99.5%.
We have met this target every year for the last 3 years.
We do not offer refunds for periodic outages.
Approach to resilience
Matrix Booking operates on the Amazon Web Services Cloud Infrastructure hosted in AWS security certified data centers.

Resilience for the Matrix Booking applications is ensured by the distributed hosting of the Platform as a Service services used by the Matrix Booking applications over multiple Availability Zones within the AWS Region in which the application is hosted. 

Data for the Matrix Booking application is stored in the AWS Relational Database Service (RDS) which is another PaaS offering from AWS. Production Databased are continually backed up, so that a point in time restore of the database can always be performed
Outage reporting
Matrix Booking has a public facing service status dashboard to report outage to which all of our customers have access.

We send out advance email notifications of any
service outages to all customer administrators. We will continue to
send updates during the outage and then send out further email
notifications confirming the service has been restored.

Identity and authentication

User authentication needed
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Direct link to identity provider via SAML2
Access restrictions in management interfaces and support channels
Matrix Booking has specific roles for the administrators, meaning
that only admin users will be able to access the management
interfaces of the service. The administrators are controlled within
the Matrix Booking web interfaces. The support channel is a
separate tool entirely from Matrix Booking and therefore we are
able to give access to the requested users.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
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
Who accredited the ISO/IEC 27001
British Assesment Bureau Ltd
ISO/IEC 27001 accreditation date
8th September 2020
What the ISO/IEC 27001 doesn’t cover
Nothing noted
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
ISO/IEC 27001
Information security policies and processes
Matrix Booking follows ISO 27001, which outlines our processes and is used to continuously improve our internal policies and processes.

We have a strong IT Governance process driven from the CTO
through all technical staff into all projects, products and services.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Matrix Booking makes regular updates and changes to the
service, all of which go through in depth testing to ensure that
there is no regression on the service.

The components of the service are tracked through release notes and guides for users.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Matrix Booking carries out regular penetration tests that can
vary depending on features and functions available, but
generally cover all elements ranging from scanning for open
ports, cross scripting vulnerabilities through to post flood
attacks, cookie data and server configuration. Any threats are
prioritised in order on critical, high, medium and low. The top 3
levels will be resolved as a high priority with the low priorities
being scheduled in for routine maintenance.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Matrix Booking will use penetration testing to monitor a potential
compromises to the service. Any vulnerabilities that are found
are prioritised in order on critical, high, medium and low. The top
3 levels will be resolved as a high priority with the low priorities
being scheduled in for routine maintenance.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Matrix Booking allow users to provide P2, P3, & P4 incidents via
our support desk. For P1 incidents, Matrix Booking has a 24/7
phone number available to call for full system outages. If a P1
incident occurs then when the issue is fixed and the service is
restored, Matrix Booking will update all customer administrators
of the times the service was lost and restored and the reason
behind it. For any planned outages, the relevant
communications will be carried out.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

As a Software-as-a-Service (SaaS) company, Matrix Booking Ltd (MBL) create products and provide services that are innately greener. Our primary software is hosted in a centre that is powered entirely by renewable energy sources. As our employees work from home, we have no scope one and two emissions and offset more of our combined scope three emissions. We will be in accordance with the UK Government 2050 carbon neutral legislation and fully support this strategy.
The Matrix Booking suite provides customers with the tools and information to optimise building usage and its hardware devices have a built-in sleep mode. MBL can provide organisations with the means through our products, data, consultancy, business intelligence, administration of our products, to use their workspaces more effectively. In turn, this decreases the energy requirements of the customers’ building(s) and greenhouse gas emissions. Additionally, it mitigates unnecessary commutes as resources are booked in advance. This reduces energy and fossil fuel consumption and is more environmentally friendly.
We work on and provide customers via a cloud system that does not require a physical presence to get our customers set up with our products and services. It means our employees can work remotely meaning there is no requirement for an office, which decreases our impact on the environment in terms of travel and the replacement of natural habitats. Furthermore, we do not consume as much paper as non-cloud-based companies meaning we are not a major contributor to deforestation, which impacts climate change.
Covid-19 recovery

Covid-19 recovery

The Matrix Booking suite can manage who can enter a building as well as the movement of individuals through a building, which decreases the chance of COVID-19 infection. The former is completed by asking visitors to complete the COVID declaration before entering, aiding in contact tracing and occupancy reporting. The latter is completed by maintaining compliance with customers’ social distancing policies. This indirectly impacts the health and care services as less people have the disease and do not require these services.

Our suite of products is used extensively across the UK public sector and government hubs and manage the safe return to the workplace programmes.
Tackling economic inequality

Tackling economic inequality

Over 40% of our employees are in economically deprived areas, such as South Wales, and actively recruit in these areas. As the company does not have an office for all our employees, our teams work remotely and are spread throughout the whole of the UK and not limited to one region, demographic, or community.

We have direct relationships with Cardiff and Swansea universities and welcome applications for full- and part-time work. We also participate in the university fairs. We have an annual intake of apprentices and students into our technical development and administration teams.

MBL actively invests in accessibility so that our customers’ staff, regardless of the issues surrounding disability, can enter their workplace more feasibly and have access to the resources they need to complete their work.

As a SaaS company with our employees working remotely, our supply chain and customer base is not limited to one region or continent. We have customers in over 20 countries across four continents worldwide because our products and services are recognised as robust, resilient, and future proof.

One of the reasons our customers choose our products and services is because we provide them with high-quality and highly secure subscriptions. They are tested to both the CREST and CHECK standards as well as our ISO 27001 certification.

We work directly with Government Property Agency to ensure that our suppliers and sub-processors of data meet the required standards for cyber and data security.
Equal opportunity

Equal opportunity

Our products that we build and our services that we provide were designed to be accessible for all.

The Matrix Booking suite can direct individuals with disabilities to resources that have the accessibility features that they require to complete their work effectively. In turn, this will influence office managers to think more about reducing the accessibility issues in their office work spaces.

We also work with customers to the Matrix Booking suite by asking our client's staff with accessibility issues to actively test and provide feedback on our services and products. With that feedback, we can improve them and make it easier for the staff to use and gain access to building(s) and resources.

Matrix Booking have introduced the corporate social responsibility (CSR) campaign, where the company gives back to local communities and society. The first major event is an event to upcycle furniture in Bristol. This was done so that the furniture could be sold for funds for a shelter (NAME). Further events will be organised in the future.

Our Modern Slavery policy reflects our commitment to acting ethically and with integrity in all our business relationships and operations.
Our company is committed to encouraging equality, diversity and accessibility for our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society, and we seek to have all our staff can achieve their full potential without reference or restriction to irrelevant discriminatory criteria. We ensure that the recruitment, selection, training, development, and promotion procedures do not result in any job applicant or employee receiving less favourable treatment because of a protected characteristic, in accordance with the Equality Act 2010. Our statements on accessibility can be found below:


As a company without a main office for all our employees, we have the budget to facilitate and improve home working environments and other flexible working locations. We also provide away days for home working employees to meet with their colleagues to interact and work collaboratively. Both actions improve the mental health and wellbeing for our employees.

The Matrix Booking suite helps maintain social distancing between staff members as well as visitors. This reduces the anxiety borne from the pandemic. With displays showing the number of occupants, access to buildings can be monitored and controlled at the entrances by not exceeding the maximum capacity of the building.

The suite gives a variety and preference for choice of workplace, equipment, and environment for customers’ staff. It has a specific functionality to assist staff members in finding their colleagues to work cooperatively. It can also provide a better work-home life balance with flexible and home working. All these points help improve the wellbeing of our customers and their staff.

For individuals with accessibility issues, the inclusivity afforded from our products’ and services’ designs means that they do not feel undervalued or ignored by non-disabled individuals. It also means that organisations can more readily comply with the Equality Act 2010.

Working with customers by asking their staff with accessibility issues to actively test and provide feedback on our services and products, the Matrix Booking suite can be finely tuned to them. This makes it easier for staff to use and gain access to buildings and resources, affording inclusivity in their work environment. They do not feel disconnected from society or the community(ies) that they are within. It also means that organisations can more readily comply with the Equality Act 2010.


£1.00 a unit a month
Discount for educational organisations
Free trial available
Description of free trial
1 month free trial of the web and mobile applications.

Not included :
- Integration to 0365, Outlook, G-suite, SSO, Active Directory
- Occupancy Sensor systems
- Digital signage or kiosk systems
- Multi-tenant visitor management
- Access to Hub Networks
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.