VIRTUAL VIEWING LIMITED

The Home User Guide

The Home User Guide is a cloud based, SaaS service for provide digital home user guides for residential properties across multiple tenures. Affordable housing, social housing, council housing, housing associations, private landlords, BTR, PRS, PBSA, later living accommodation including Integrated Retirement Communities.

Features

• replace paper-based documents and manuals
• collate all your residents' building information in one place
• powerful AI can intelligently search your documents
• "How to" video guides explaining how to run a home
• keep receipts for all major purchases
• keep service and maintenance history
• keep certificates
• this is a digital handover pack
• Property log book
• notification system

Benefits

• big ESG improvements, saves hundreds of man-hours per year
• residents can find all their information easily on their mobile
• residents can find the information they need quickly and easily
• help new home owners understand running a home
• one centralised app for all receipts
• never lose paperwork again, keep a track of important documents
• easily find all certificates when residents come to move
• environmentally friendly, portable and transferrable to future owners
• a lifelong record of a property's history
• keep in touch with your residents perfect for emergency notifications

• 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 stewart.bailey@virtualviewing.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

976358925600919

Contact

Stewart Bailey
+4407976245133
stewart.bailey@virtualviewing.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: IOS, Android and Windows support only for end user devices.
• System requirements:
  • IPad Air and above
  • IPhone 14 and above
  • IOS 16 and above
  • Android 14 and above
  • Windows 11 and above

User support

• Email or online ticketing support: Yes
• Support response times: Urgent and business critical issues within 30 minutes week days, 1 hr at weekends. Non-urgent nor critical issues within 1 hour week days only.
• User can manage status and priority of support tickets: No
• 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: WCAG 2.2 AA
• Web chat accessibility testing: We utilise web chat across a broad spectrum of users including those who use assistive technology. We make no discrimination of user type and test accordingly
• Onsite support: Yes
• Support levels: Gold Standard Enhanced; Availability: 9:00 – 5:30 excluding weekends and bank holidays ; On site visits: not available; Support hours provided per month: 4; Payment terms: Annually in advance; Cancellation terms: 3 months’ notice ; Annual fee £5,600; Response time: Issue Type - Urgent and business critical issue: Within 30 minutes; Response time: Issue Type - Non-urgent nor business critical issue: Within 1 hour; ; Platinum Standard; Availability: 8:00 – 5:30 excluding weekends and bank holidays ; On site visits: Available; Support hours provided per month: 4 ; Payment terms: Annually in advance; Cancellation terms: 3 months’ notice ; Annual fee: £7,600; Response time; ; Issue Type - Urgent and business critical issue: Within 10 minutes; Issue Type - Non-urgent nor business critical issue: Within 30 minutes
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: User onboarding starts during user testing. Selected representatives from the client are given access to a sandbox deployment where they can start using the application. At this stage, training is remote online training. In the client access portal there are a selection (20+) "how to videos" that give the clients step by step training guidance. These videos can be deployed in multiple languages. Once the User Acceptance Tests have been concluded we issue a complete "how to" guide. This is followed up with a package of 8 hours of training on a single day for as many delegates as the client would like to attend.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At the end of the contract the client is given a list of datasets that they wish to download. We then compile all the data and extract the data into a downloadable ZIP file that is access-protected to the email address designated by the client. The link to this file is emailed to the designated email address. The zip file remains downloadable for 30 days following which time the file is archived for 24 months before permanent deletion.
• End-of-contract process: The compiling, creation of the zip file, the permissions and security allocation to the designated email address are all free of charge. The first download of the zip file is free of charge. Subsequent downloads or a request to change the designated email address are subject to a £150 administration fee. The 24 month archiving is also free of charge.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: UI is modified and optimised to run on the host hardware e.g. portrait for phones, landscape for iPads, desktop mode for PCs
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The Home User Guide API enables users to authenticate and upload documents, .pdf, .jpg, .mov, .mp4. The API also allows for the uploading and processing of 3D models. The server processes the uploaded model and generates a Unity-based MiHub model (for iOS, Android, Windows, WebGL platform), comprising a 3D representation (including geometry and textures) and an SQLite database containing element-level BIM metadata. The model can be loaded in Unity 3D using the MiHub model viewer library (Unity package).
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can modify the design look and feel of their service. Users can modify the tile titles and naming. Users can also upload and edit the documents, videos and images. They can modify which data sets the dashboard pulls in and adjust their alert levels. Each home can have fully customisable documentation links (O&Ms, health & safety, compliance) that the client can edit/update/delete (CRUD) their own files.

Scaling

• Independence of resources: The service is hosted on Microsoft Azure and is designed using logically separated resources per customer, including compute, storage and identity controls. Azure resource isolation, role-based access control (RBAC), and virtual networking are used to prevent cross-tenant access. Capacity can be scaled independently per customer using Azure autoscaling and resource quotas. This ensures one tenant’s usage does not negatively impact another. Additional isolation options are available on request.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide the following metrics:; Registered users; Activated users; Active users; User activity; Files accessed by type; Files accessed by number; Total minutes of app usage per month; Graph on app usage across time vs number of users; Files download volume / band width requirement
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The users give notice that they wish to export their data. They are issued a list with options to select what data they'd like to export. We then compile the data, in its raw format, compile it into a zip file and make the zip file securely available via a designation email address.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Pdf
  • Doc
  • Jpg
  • Mov
  • Mp4
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Fbx
  • Ifc
  • Pdf
  • Docx
  • Jpeg
  • Png
  • Rvt

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: The service is hosted in Microsoft Azure UK regions and designed for high availability using redundant infrastructure, managed services, and automated backups. Azure availability features such as zone-redundant services, monitored health checks, and disaster recovery capabilities are used where appropriate. Backup and restore processes are in place and tested periodically. Resilience measures are reviewed regularly and enhanced as the service scales.; ; 99.8% up-time is virtual viewing's standard. With a caveat that data stored in MS Azure is reliant on MS availability; ; Standard operating hours for VV is 9-5:30 Mon-Fri; ; 100% pro rata refund of licences for any period a services is unavailable for more than 0.2% of the time in month excluding planned maintenance.
• Approach to resilience: The service is hosted in Microsoft Azure UK regions and designed for high availability using redundant infrastructure, managed services, and automated backups. Azure availability features such as zone-redundant services, monitored health checks, and disaster recovery capabilities are used where appropriate. Backup and restore processes are in place and tested periodically. Resilience measures are reviewed regularly and enhanced as the service scales.
• Outage reporting: All our clients are emailed as soon as a service outage is detected

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Administrative and support access is restricted using least-privilege principles and Azure RBAC. Access is logged and reviewed. Management interfaces are not publicly accessible and require authenticated, authorised access.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• 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 Plus
• Information security policies and processes: Information security policies and processes are in place covering access control, data protection, incident management, change management, and risk assessment. These policies align with Cyber Essentials Plus and Microsoft Azure security frameworks. Policies are reviewed periodically and updated as required. Staff receive security awareness training, and compliance is monitored through operational controls and regular reviews.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: System configurations are managed using documented baselines and Azure-native tooling. Changes are logged, version-controlled, and auditable. Segregation of duties is enforced using Azure RBAC. Rollback procedures are defined to minimise risk. Customers are notified of changes that may impact service availability.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Identified vulnerabilities are risk-assessed and prioritised based on severity. Remediation actions are tracked and verified. Microsoft security advisories and Azure Defender recommendations are monitored to ensure timely patching and mitigation. Customers are informed of material security issues where appropriate.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is implemented using Azure Monitor, logging, and security alerting services. Logs are collected, retained, and reviewed to detect unauthorised access or anomalous behaviour.
• Incident management type: Supplier-defined controls
• Incident management approach: Security incidents are identified, contained, investigated, and resolved following documented procedures. Root cause analysis is performed for significant incidents. Customers are notified in line with contractual and regulatory requirements.
• 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: Limited free trials are available. Limited features and 30 day use.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 12%
• Over £5,000,001: 15%

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: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials 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 certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Fa4eab4e-f605-4bf6-8fcf-4d3d6c57ea94
• 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 or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • 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)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and 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
    • Delivery of additional environmental benefits through 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • 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
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 stewart.bailey@virtualviewing.com. Tell them what format you need. It will help if you say what assistive technology you use.