Uniclass Social Housing software supports landlords with the tools to improve the efficiency and reduce the costs of housing repairs and maintenance. Modules include; Repair Reporting, Call Centre, Repair Diagnostics, Stock and Materials Management, Mobile Working, Asset Management, Appointments, Allocation and Scheduling and Reporting, for responsive, planned and cyclical work.
- Fully integrated real time solution from repair logging to invoicing
- Configurable repairs diagnostics, simple to get the right job schedules
- Comprehensive asset database, including appliances, asbestos details and property cautions
- Unified approach for responsive, cyclical and planned repairs
- Full stores, van stock, material management and purchasing modules
- Real time user definable reports, workflows and analytics
- Standard microsoft technology, SQL Server database, SS Reporting Services
- Flexible client invoicing
- Fully integrated options for tenant self service and contractor portals
- Easily integrated with third party Housing/Finance/Dynamic Scheduling systems
- More responsive service to tenants and residents
- More repairs completed first time
- Complete job costing information
- Improved information on operational efficiency
- More appointments made and kept, with intelligent appointing
- Faster voids turnaround
- Paperless job management using latest mobile technologies
- Scaleable solution in both size and functionality
- User configurable and tailored for client specific requirements
- Automated resource allocation and self service appointments
£25 per user per month
7 8 4 6 4 3 5 5 8 0 8 7 4 3 6
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Uniclass can be added on to any existing Housing Management system to provide a more comprehensive property maintenance and repairs management solution.|
|Cloud deployment model||
|Service constraints||There are no constraints with this service.|
|System requirements||Customer must provide all property and tenant data|
|Email or online ticketing support||Email or online ticketing|
|Support response times||All tickets are responded to within 15 minutes.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AAA|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
We provide a standard support service that has the following service levels:
Priority 1 (Urgent) - Response in 15 mins, Resolution in 2 Hours
Priority 2 (High) - Response in 15 mins, Resolution in 8 Hours
Priority 3 (Medium) - Response in 15 mins, Resolution in 24 hours
Priority 4 (Low) - Response in 15 mins, Resolution in 7 days
|Support available to third parties||Yes|
Onboarding and offboarding
The system is available to use once the account is set up, in practice however there are data loading tasks and knowledge transfer that either the client can take on board themselves or can be provided by ROCC.
We have included within the core monthly fee advice on infrastructure set up, system data load templates, two days of remote training and handholding, and consultancy on our standard API
Onsite consultancy days can be arranged as required, for training or consultancy. Our day rate is listed in the rate card.
|End-of-contract data extraction||Data can be off boarded at any point in time. This is easy for clients to do themselves using standard available tools. Data can be exported to common formats such as text, or excel.|
At the end of the contract, all data is provided back to the client and the solution is shutdown and made inaccessible. All data is removed from the solution and any sensitive information that has been held or shared between ROCC and the client is purged.
If the client wishes, ROCC can for a reduced fee host a secure read only version of the system following the end of the contract for an additional cost if the client is not ready to extract all of their data.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The mobile service has been designed specifically for mobile workers and field service operatives. A simplistic, easy to use interface that minimises the need for keying of data and allows operatives to receive and complete work through an intuitive interface and simple push button commands.|
|What users can and can't do using the API||
The system includes a suite of API's to enable simple integration to third party systems including but not limited to:
Third Party Scheduling
|API documentation formats|
|API sandbox or test environment||No|
|Description of customisation||
The entire solution can be customised to meet the needs of each specific client where applicable.
ROCC provide a core solution that users are able to modify themselves to for example change field names on the screen, change what information is displayed on each screen, workflows can be customised and all reports and dashboards are editable.
In addition to the application configuration clients can customise the service provided by ROCC and can request bespoke API's, modules and service levels.
|Independence of resources||
To ensure guaranteed performance we always recommend deployments of our solution are via our private cloud where we can commit exactly the resources needed for each client and there will be ability for other users to adversely affect the service.
Public and hybrid cloud deployments are also available if preferred.
|Service usage metrics||Yes|
|Metrics types||The solution has an inbuilt analytics and dashboard tool that enables users to monitor any metrics they wish.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||
Data is exported either through a simple export button available throughout the solution or via the API.
The export option provides data in a variety of formats including CSV, Excel, Word and PDF.
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
99.999% network uptime
99.99% cloud host uptime
|Approach to resilience||Information regarding resilience is available upon request.|
|Outage reporting||Email alerts|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Access is restricted to only pre-defined authorised sources via a secure firewall.|
|Access restriction testing frequency||At least once a year|
|Management access 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||User-defined|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||ISO 27001:2013 certified data centre|
|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||
All configuration and change management is governed by ISO accredited processes and audited on a quarterly basis.
All changes are assessed via fully automated testing including regression testing.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Potential threats to the solution are continuously monitored and assessed. Regular scans are carried out to determine if there are any vulnerabilities in the overall solution.
If there is a need for any security patches to be produced and applied these are produced immediately once a threat has been identified and applied as soon as possible in accordance with any regular maintenance windows or if the threat is severe enough will be applied immediately once confirmation has been sought from the client.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Endpoint protection is deployed to prevent malware, exploits and zero-day threats from compromising the hosted solution.
Memory is monitored to identify compromised processes or applications and behavioural analysis ensures unusual user behavior is reported.
Access monitoring ensures that the appropriate Security Information Policy is applied to the platform and that the approved use of this policy is monitored and can be reported on. It allows only authorised users
or processes to have access to the platform and ensures any deviations are reported for remedial action.
|Incident management type||Supplier-defined controls|
|Incident management approach||
In the event of an incident, we communicate directly with the client via telephone and email to notify them of the nature of the incident and what remedial steps we have undertaken.
We then discuss possible next steps and follow up actions directly with the client and agree a way forward. A full root cause analysis report is then produced and circulated at Director level within ROCC before being signed off and supplied to the client.
Users can report incidents to the ROCC helpdesk 24 hours day.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£25 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|