Locata Housing Services Limited

Housing Options Homelessness, Prevention and Advice - HPA2

Locata Pro’s Homelessness, Prevention and Advice Management Service (HPA2) utilises Locata’s workflow processor providing a single integrated solution delivering step-by-step management of homeless applicant cases. Government, Local and Service Reporting in the system making use of staff programmable tasks, questions and workflow processing, ensuring all deadlines and targets are met.

Features

  • Customer contact management
  • Customer interview management
  • Customer journal
  • Referral form for self-referrals or provider referrals
  • Letter, email and text message generation
  • Automatic email or text message alerts to clients and providers
  • Service provider and scheme management
  • Limited service provider access to manage referrals and customers
  • Custom data validation for each referral
  • Real Time Management Reporting

Benefits

  • Customised referral form
  • Intuitive approach
  • Real time monitoring
  • Active management of providers
  • Self service approach
  • Reduce administration time
  • Full security access management
  • Centralised system
  • Interview management and communication
  • Electronic alerts

Pricing

£8000 to £8000 per unit per year

Service documents

G-Cloud 11

866926830469037

Locata Housing Services Limited

Peter Riley

01895 637595

priley@locata.org.uk

Service scope

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 Lettings System (Direct & Property Pool)
Pre Assessment,Online Registration, Medical Form & Change of Circumstances
Housing Options
Housing Related Support
Assisted Assessment
Social Letting Agency
Low Cost Home Ownership
Mutual Exchange
TA Rent Accounting
TA Credit Import Processor
Data Warehouse Service
Cloud deployment model Public cloud
Service constraints There are no service constraints in either our planned maintenance process or hardware configurations as the service is completely configurable to their needs.
System requirements
  • Internet Access
  • Browser Software

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email Support - Monday to Friday 9am to 5:30pm
24/7 Online Ticketing IT support
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels Business critical fault - Defined as where the service is inoperable or seriously compromised. In this case we will start work to resolve the problem as soon as it receives notification of the issue, and will continue until the problem is resolved. We will keep users notified of progress by email and Staff will notify key personnel of progress on an hourly basis telephonically. 

Non business critical fault - Defined as where the system behaviour deviates from the published documentation, but is not stopping the fulfilment of the business process. We will aim to provide a workaround within 1 working day, and resolve the issue within 5 working days. 

Cosmetic changes or enhancement requests - Should any issues that have been logged via the Sector Support Site or a Project Manager be deemed to be an enhancement rather than a fault, we will notify the partner of this diagnosis and provide a quotation for consideration.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The basic on-boarding process simply requires the customer to:
• Provide logos and colour palate for any public website branding
• Provide logos and privacy statement for any forms
• Provide a subdomain or chose a domain from LOCATA.

In terms of taking on data, we can load in data (e.g. people and property data) if it is provided to us in our pre defined formats. There are several ways to import data into the Locata system.
Primarily customers will need to upload their data to our secure cloud storage or to our servers via SFTP (Secure File Transfer Protocol). Data migration is not a prerequisite. Customers can start using the vanilla Locata system out the box without the requirement for any data migration.
We deliver initial onsite training, supported by our online user guide website as well as full user documentation.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction If customers would like to cease using the system, they will need to give Locata notification of this. Locata will then securely delete all of the customer’s data. After deleting the data, it is irrecoverable. Before doing this the customer can request for a data warehouse to be created containing all data that Locata holds for the customer. Locata will then deliver a backup of the SQL server data warehouse in a mutually agreed manner based on what the client has available to them. Possible options include a SFTP site provided by the client or a secure cloud storage account.
This is detailed in our our data migration exit strategy that covers:
Agreed Times and Dates
Service Provision End Dates
Preparation of Data
Specification Provision
Cost (if incurred)
Outstanding Payments
End-of-contract process Our standard full data extraction as defied above is covered within the contract cost. Additional cost may be incurred if the client cannot provide a suitable resource in which to accept the data (SFTP site or a secure cloud storage account). Data will be provided in our SQL database data warehouse, which contains meaningful table names and data relationships. If the Client requires a different format or ongoing consultancy this could be chargeable.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There is no difference in this area for all public facing services, the services use responsive websites and use the browser technology of the mobile device being used. We also have an App for our lettings service that allows the download and use of the app as free to end users.
API Yes
What users can and can't do using the API Functionality in Locata’s systems can be accessed by a set of RESTful web services, generally located at [your HPA system url]/api.

These web services use JSON to post and receive data, and JSON Web Tokens (JWT) to authenticate web requests. All calls must use https.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The service described can be customised for individual client upon request. Customisation of the service is though us as a provider and is dependant on what customers want of the service provided.
The provider customises the service.

Scaling

Scaling
Independence of resources Our services are hosted on the Microsoft Cloud that manages the traffic across all of our services and provides dynamic resource's to each of our client systems as needed. This allows us to provide scalability on demand, so in effect all of our clients have as much resource as is required at any time 24/7.

Analytics

Analytics
Service usage metrics Yes
Metrics types Either google analytics for website traffic and a suite of on-board reporting tools to manage the day to day monitoring on the system itself.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations No
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 Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
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 importing and exporting
Data export approach The primary operational data extraction process is via our reporting tools. All data held within the system is accessible via our in built reporting tools. This can be output to Excel and so subsequently moved onto any format required.
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • XML
  • XLS
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We have service level agreements ranging from 98.6% to 99.8%. In the past the system has been 99.98% available. Our aim is to provide 100% system availability and with our move to Microsoft Cloud it is currently running at 100%.

We agree compensation on a contract by contract basis and apply the required algorithm to compensation payments.
Approach to resilience Our solutions run under Microsoft SQL server database management system. The servers are configured in always on availability groups, and the data is physically held within Microsoft Azure storage. The data in the Microsoft Azure storage account is always replicated to ensure durability and high availability. Azure Storage automatically backs up the data so that it is protected from planned and unplanned events, including transient hardware failures, network or power outages, and natural disasters.
As well as the automated continuous backup processing within Azure storage, full database backups are made weekly supplemented by daily differential backups and transaction log backups which take place every 15 minutes. This allows us point in time recovery.
The web servers are in availability sets of at least 2 servers each, so if a server fails or maintenance on a server is required, the load will be automatically switched to the other server in the set. So patches can be applied during office hours and zero day exploit patches can be applied as soon as Microsoft has the patch available.
Outage reporting In terms of outages all of our client websites have a public dashboard messaging service attached as do our back office system for staff. Our own business websites are used as they use a different hosting service as a fail safe. Also we use e-mail alerts as a separate channel and prime source of information dissemination.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management Access and Support is by invitation. Security works by allocating ‘roles’ and partners (organisations) to the security account for Landlords, Local Authorities and officers to enable them to access the system. Roles are automatically allocated pre determined permissions. Configured might differ slightly and there may be situations where management place permissions under different roles. Reconfirmation of all users accessing the system occurs every three months or sooner by agreement. This validation sends an email notifying users and managers of this. The email will include a link that will direct you to the system back office to validate the user.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

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

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Microsoft Cloud
ISO/IEC 27001 accreditation date 02/01/2017
What the ISO/IEC 27001 doesn’t cover Nothing is not covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Security of customer is very important. We have chosen to use Microsoft Azure as our hosting partner as they enjoy the most wide ranging security accreditations amongst the cloud hosting companies. Among other defences Microsoft run threat analytics on our servers to detect suspicious activity that may indicate a threat and sends real-time alerts so that we can respond. Further to Microsoft threat detection systems, we run Syspeace on the servers that monitors failed login attempts and blocks the IP address that they come from if there are more than 5 failed attempts. Also along with antivirus we run Sophos anti-ransomware protection that detects and blocks file encryption and enables rollback of any encrypted files.
Each customers data is physically segmented and separated by being stored within its own specific customer database, rather than being logically separated within a shared database. This eliminates the possibility of inter customer data leakage, allowing us to apply client specific security policies. Test environments are hosted on physically separate database and web servers. Our security policies and any information security issues are reported quarterly at director level. Any concerns are handled by the managing director and reported directly to the Locata Quarterly Management Board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change Requests are logged on our support site. On receipt of a Change Request the product manager will assess the request to ensure the validity of the request. If valid,it is passed to development to assess the effort required to implement, and the impact of the change.
If the client agrees to the change, the development and testing will be factored into the corporate work plan. Dependent upon the scope of work required, either the change request documentation will be completed or a full project initiation document will be generated. The works will then be undertaken, tested and implemented.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We conduct penetration tests carried out by independent CHEST / CREST credited external consultants on a regular basis. Any vulnerabilities detected are take immediate steps to eliminate them. We encourage customers to do independent penetration testing beyond our own, and will respond to any issues detected. Our servers are in Microsoft Azure availability sets which means patches can be applied applied without disruption to the service.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Among other defences Microsoft run threat analytics on the VM to detect suspicious activity that may indicate a threat and sends real-time alerts so that we can respond. We run software on the servers that monitors failed login attempts and blocks the IP address that they come
from if there are more than 5 failed attempts.
We use Qualys SSL Labs to perform a deep analysis of the SSL on the web servers.
Incident management type Supplier-defined controls
Incident management approach We have a defined incident Incident management process in place focusing on any possible security incidents. Any incident with security implications reported either by clients or technical staff is immediately escalated to senior management level to conduct a detailed threat assessment. Customers are informed of the issues, processes and procedures at all stages. Our security incident management approach has been developed with the aid of external data protection specialist consultants and is regularly reviewed.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £8000 to £8000 per unit per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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