ROCC

Uniclass

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.

Features

  • 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

Benefits

  • 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

Pricing

£25 per user per month

Service documents

Framework

G-Cloud 11

Service ID

7 8 4 6 4 3 5 5 8 0 8 7 4 3 6

Contact

ROCC

Peter Luck

01273 274700

peter.luck@rocc.co.uk

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
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
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
There are no constraints with this service.
System requirements
Customer must provide all property and tenant data

User support

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
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
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

Getting started
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.
Service documentation
Yes
Documentation formats
PDF
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.
End-of-contract process
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
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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.
Service interface
No
API
Yes
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:

Housing Management
Finance
Asset Management
Third Party Scheduling
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
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.

Scaling

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.

Analytics

Service usage metrics
Yes
Metrics types
The solution has an inbuilt analytics and dashboard tool that enables users to monitor any metrics they wish.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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 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
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
  • Word
  • HTML
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
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
PCI certification
No
Other security certifications
No

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
ISO 27001:2013 certified data centre

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
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.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£25 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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