HOME CONNECTIONS LETTINGS LIMITED

Housing Register Software

Non-profit company providing bespoke social housing (needs) SaaS including Accessible Housing Registers, Choice Based Lettings (CBL), Homelessness Prevention and Case Management, Direct Lettings, Mutual Exchange, Temporary Accommodation, Move-on via Homefinder UK, Domestic Abuse survivor relocation, Section 5 Referrals, E-Learning, smartphone apps. Built-in workflow, e-communications, CRM, fraud detection and document management.

Features

• Intelligent web-based housing needs software platform
• Modern, accessible, user-controlled website based on responsive design
• Homefinder UK national housing relocation and move-on service
• Full communications - email, text, web, letter, phone, web chat
• Ready made and configurable templates for Homelessness applications
• Configurable reports, workflow, controls, settings and comprehensive auditing
• Document management for customer and staff
• Inbuilt reports plus business intelligence dashboard and data mart
• Customer relationship management
• E-Learning software for housing applicants and staff

Benefits

• Efficient and low cost housing needs software
• Software tailored to local needs and configurable by users
• Customer self-service options generates cash savings for the business
• Do-it-yourself controls helps the organisation save on software costs
• Rapid and frequent software development and deployment
• Integration to third party housing management systems
• Homefinder UK savings on temporary accommodation, hostel costs
• Mobile platforms facilitate channel shift
• Flexibility for business customers to repurpose platform
• Automatic free upgrades to latest version

• Education pricing available
• Free trial available

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 office@home-connections.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

932015254666842

Contact

Ninesh Muthiah
07984 884 343
office@home-connections.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document
  • Media Services
  • Creative
  • EDiscovery and forensics

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Website Software
  • Digital Asset Management Applications
  • Product Content Management Applications
  • Content Marketing Applications
  • Video Platforms
  • Digital Adoption Platform

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
  • Integrated Employee Workspaces
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements:
  • Service hosted in Home Connections private cloud
  • Accessible by any standard office device

User support

• Email or online ticketing support: Yes
• Support response times: Our targets for response is 1 hour irrespectively of the severity of the incident and for resolution is between 5 days for a serious fault and 15 days for a minor one. Our manned Primary Support desk is based in London and is available for voice calls between 9am and 5.30pm. The help desk mail system is available 24/7/365 and is monitored out of hours. Full system monitoring and maintenance is available from 4:30am through to 6:00 pm daily.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: EN 301 549
• Web chat accessibility testing: Tested with disabled applicants
• Onsite support: Yes
• Support levels: Home Connections will provide an account manager to cover business and technical issues for onsite meetings and online support as part of the overall support fee. All tickets are prioritised and dealt with according to the published and agreed service level agreement with each customer. Home Connections technical staff will also support and liaise with third party providers, where required, to resolve issues. Agreed KPIs are monitored and reviewed regularly.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Comprehensive onsite end-user training or train the trainer course at each customer location is provided at start-up. Comprehensive user manuals are provided for every component of the system. Web-ex and remote training is also available together with video user training guides.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A data extraction or removal plan is set in place at the start of each project and users can extract via our standard data extraction processes.
• End-of-contract process: Extraction of customer data via standard methods is included as part of the contract. Holding data in Home Connections systems after the end of the contract will be chargeable at standard rates.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No significant differences
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: The service interface is a web browser and does not need any installation. It has been tested on all common browsers, including mobile, with no significant differences.
• Accessibility standards: EN 301 549
• Accessibility testing: Tested with disabled and autistic applicants
• API: Yes
• What users can and can't do using the API: API allows setup of applicant data and property loads and the update of property and applicant profiles and statuses; access property advert information and obtain information about end-user progress through a business process.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There is a significant degree of configuration available to the client on all Home Connections services. The following are a few examples of the areas of customisation: Content and themes on websites and e-forms can be edited, created and customised. The configuration settings for advertising, shortlisting and letting can be customised. Status workflows and reporting can be customised.

Scaling

• Independence of resources: Home Connections maintains a virtualised platform which allows us to add server and processing capacity as required. Our data centre allows instant scalability of internet bandwidth.

Analytics

• Service usage metrics: Yes
• Metrics types: Service uptime, system responsiveness, system load, ticket response times, KPI performance.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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 4.0)
• 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 v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported into Home Connections via a web service, XML data interface based on a structured XML schema or via a documented CSV interface.; ; Data can be exported from Home Connections via daily batch updates or real-time webservices.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Our internal network is protected by ACL rules and access to this network is limited to an IPsec VPN with limited privileged user accounts.

Availability and resilience

• Guaranteed availability: Service availability is set at 99.99% and monitored on a daily basis. Planned maintenance occurs outside of working hours after notice has been served. Where guaranteed availability levels are not met users are compensated according to proportionate levels of support fee as agreed in the contract.
• Approach to resilience: Information available on request and is part of the Business Continuity Plan.
• Outage reporting: Instant updates to customers via email alerts and a public dashboard with further regular status updates as required. Follow up phone conversations with customer account managers will be arranged as required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted to limited known personnel with strict enforcement of credential updates. Service system access is defined by superusers and managed by a detailed matrix of defined roles and privileges.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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

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: Home Connections follows the security policies and procedures set out in ISO 27001.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes to information systems, software and resources are managed according to a formal change control process ensuring review, test and release in a controlled manner and through life cycle. Changes are risk assessed against potential security impact. Configuration and change approval is documented and audited. Software changes are managed through version control. Users affected by significant change are informed and SLAs updated accordingly. Established procedures are in place for recovering from unsuccessful change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability scans are run on a regular basis via third party vendors and our internal teams to identify and log all potential threats with detailed reports for management review and action. High scoring vulnerability areas are targeted for improvement in order to continuously reduce the surface area for attack. Patches, updates and fixes can be applied rapidly in line with agile and continuous release processes because of our total control or ownership of all aspects of our information infrastructure and ecosystems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Software monitoring tools enable continuous and protective monitoring of infrastructure environment and our software ecosystem. Based on accurate auditing logs, regular alerts of potential unauthorised traffic, monitoring of network infrastructure status changes, monitoring of internal activity, temporary connections, session user activity, backup status and critical events management reports are produced regularly to assess and intervene to mitigate newly identified risk areas. Continuous daily monitoring ensures rapid identification and response to risk and incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Our predefined incident management process is described in the BCP. End users are offered multiple channels to report incidents - via phone, mail, text etc. The service desk identifies, prioritises and engages in remedial action and escalates as required. Continuous monitoring generates regular reports and instant alerts. A full incident report after major incidents details the history, symptoms, service desk response, workarounds, longer-term fixes and service upgrade plans.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: One month trial period is available on request via a trial system to cover key aspects of functionality of selected popular services.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Monday 14 July 2025
• What the ISO/IEC 27001 doesn’t cover: All parts of service are covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Monday 14 July 2025
• What the ISO 9001 doesn’t cover: All parts of service are covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E88a1cb4-41fc-4b0a-a1ca-7edbe9cfc9b7
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 9271e39f-2482-4012-9bd6-2d0903e77f73
• 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

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 office@home-connections.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.