Housing Partners

Housing Jigsaw: Social Housing Solution

Social Housing cloud software – modules cover Homelessness, HRA & H-CLIC Reporting, Case Management, Housing Options & Advice, Housing Registers, Allocation Management, Choice Based Lettings (CBL), Mutual Exchange (HomeSwapper) and Tenant Management (Insight) including Fraud detection, Income and Debt Management.


  • New comprehensive integrated solution with self-serve Customer Portal
  • Separate modules: Homelessness, Housing Register, Allocations, Property Marketing, Customer Advice
  • Latest technology: mobile friendly, cloud hosted, highly secure, MSOffice-integrated.
  • Designed by Practitioners: effective, efficient, legislatively compliant solution.
  • Fully inclusive & transparent pricing
  • In-house Helpdesk. Support for you and your customers
  • Pre-built standard reports (including H-CLIC) & flexible real-time report builder
  • Comprehensive workflow dashboard with alerts and suggested actions
  • Full Case Management including Electronic Document Management Retrieval System (EDMRS)
  • Easy Implementation with flexible authorisation levels by staff role


  • Reduced administration cost: end to end customer support/ allocation journey
  • Buy the modules you need, when you need them
  • Low risk, universally accessible, easy to use solution
  • Works the way you currently work, delivering peace of mind
  • Giving you value for money, with no surprises
  • Better customer experience: reducing your workload
  • Better and clearer information to inform better decision making
  • Prioritises you and your team's tasks: efficiency, consistency and compliance
  • Simplifies collection and recording of case information and evidence
  • Minimise disruption with Practitioner support. Assures appropriate control.


£16000 per licence per year

  • Free trial available

Service documents


G-Cloud 11

Service ID

9 9 8 2 1 7 2 3 2 1 9 3 7 7 7


Housing Partners

Lesley Westwood

01905 361 500


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints Housing Jigsaw only requires an internet connection and a device that supports the latest browsers such as Google Chrome, Microsoft Edge, Firefox, Mac OS X, Safari 9+, iOS 7+ with mobile safari, Google Chrome (mobile), Android 4.x, and windows phone 8.1. Any planned maintenance will be completed (where possible) outside of core office hours and customers will be notified in advance.
System requirements
  • Latest internet browsers
  • Internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Housing Partners award winning help desk team are available via phone or email, Monday to Friday 09:00 to 17:00, excluding English statutory holidays. Our first and second line support aim to respond to service related incidents or requests by one working day, however we are currently achieving 4 hour response times. Emails received outside of office hours are collated and the call acknowledged and responded to the next working day.
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 No
Onsite support Yes, at extra cost
Support levels All Housing Jigsaw customers have a dedicated Implementation Manager who can not only assist with initial onboarding, training and customisation but also be the main point of contact for any additional requirements.

To ensure you are supported from sign up and beyond, regular reviews and project workshops are held throughout the lifecycle of the project. These take the form of on-site meetings, webinars and telephone conference calls. Normally weekly project calls are scheduled, although these can be more frequent at the start of the project whilst the requirements document is agreed. Once the system is successfully tested and signed off, Housing Partners schedule on-site training, which takes the form of admin and user sessions. Finally, a project review meeting is scheduled approximately 6-8 weeks after go-live to review usage and ensure best practices are being met.

Joining Housing Jigsaw gives you access to 1st line, 2nd line and 3rd line support by calling or emailing our support team, all included in the transparent pricing model.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Onboarding
Onboarding (training) is available for local authorities and follows a train the trainer approach. In addition to this, local authorities also receive two complimentary spaces on our ‘top tips’ training, which guides delegates through how best to use the system to deliver a compliant service.

Our training includes an overview of relevant legislation, walk through the system modules and a 'hands on' session supported by step-by-step user guides. Sessions are delivered in a supportive environment designed to facilitate learning. Local authorities also receive 10 free training spaces on any NPSS course during the year of their licence and 10 free 360 degree case file reviews to highlight where the authority is performing well and suggestions for enhancing service provision.

In addition to these initial onboarding sessions, users are provided with login details for an online forum where user guides and FAQs can be downloaded. Users can also interact with other Housing Jigsaw customers, suggest new features and vote on new developments.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Onboarding documentation will be completed based on templates provided by Housing Partners Limited and will be completed with guidance between the end-user customer and Housing Partners. Off-boarding process and documentation will be as agreed between Housing Partners Limited and the customer.
End-of-contract process Housing partners always look to provide the best customer service at all stages of the relationship at the end of the contract, Housing Partners will ensure the hand over is as smooth and painless as possible by working with the customer. The Customer is required to give 90 days notice to terminate the contract, upon termination all licences will be terminated and Housing Partners will dispose of the customer data in its possession no later than ten days after termination.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Housing Jigsaw is mobile responsive to render differently depending on the device used to login. The only difference between the desktop and mobile service is the screen size (optimised to ensure everything still fits on the screen in the mobile service).
Service interface Yes
Description of service interface The application user interfaces are designed with untrained users in mind and provide a consistent approach to usability for all. We observe all usability standards and design for ease of use.
Accessibility standards None or don’t know
Description of accessibility HPL are committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability. The website endeavours to conform to level Double-A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.0.
Accessibility testing None
What users can and can't do using the API Housing Jigsaw has APIs available to integrate with third party systems (such as Housing Management Systems, Choice based Letting and Housing Registers) . This API will send customer details across to the 3rd party solution with the aim to create a Housing Jigsaw customer on that 3rd party solution. Housing Partners will work with the 3rd party provider to ensure they can receive our API call and that they have fields for all the data being sent.

If a customer would like to use an API they will get in touch with their implementation manager to discuss how they would like to use the API and what system they would like to integrate.

Bespoke APIs
If a customer requires further data to be communicated between systems, a discovery session can be booked in to determine the cost associated with a bespoke API.

The discovery sessions will be held at Housing Partners offices at a pro rata day rate of £1,000.

If you require the session to be on site this will be priced at £1,000 a day.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation As part of the onboarding process customers will work with their dedicated implementation manager to customise what questions are available to their officers, as well as the opportunity to add their own questions to align with existing internal business processes. This allows Housing Jigsaw to work seamlessly within your organisation minimising the impact on the service you provide.

Customers can customise or create any letter templates that are triggered at the relevant stages of the case. This includes the ability to use merge fields from the data a user has already inputted into Housing Jigsaw, reducing double entry while still providing the customer a tailored and personal response. This is facilitates through user permissions within the solution.

Customers can add or remove any action types or manage the advice given in the Personal Housing Plan from a self serve configuration tab within Housing Jigsaw. This has been developed to give more control to the user eliminating unnecessary time delay of asking their provider.


Independence of resources Housing Jigsaw utilises Microsoft Azure's Autoscaling which dynamically allocates resources to match performance requirements. As the volume of work grows, Housing Jigsaw may need additional resources to maintain the performance levels and satisfy SLAs. Autoscaling uses the elasticity of cloud-hosted environments while easing management overhead. It reduces the need to monitor the performance of a system and make decisions about adding or removing resources.

Housing Jigsaw uses Azures Load Balancer that delivers high availability and network performance. It is a Layer 4 (TCP, UDP) load balancer that distributes incoming traffic among healthy instances of services defined in a load-balanced set.


Service usage metrics Yes
Metrics types The customer can build their own custom reports using the reporting tool within the solution, reports can be generated using any fields within Housing Jigsaw. Reports include reports to support organisation management, how many cases each officer is handling and how these cases are progressing. Reporting to show how successful the prevention and relief service is being managed within the Local Authority.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Other
Other data at rest protection approach Housing Jigsaw’s SQL databases are encrypted at rest using transparent data encryption
Physical access control, inline with ISO27001
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 "If a customer requires an export of their data they can use the intuitive inbuilt report builder that allows CSV files to be created from any field found within Housing Jigsaw.

If a more robust or detailed report is required, this can be requested but will incur a charge depending on the complexity of the report. "
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • PNG
  • HTML
  • .xls
Data import formats
  • CSV
  • Other
Other data import formats .xls

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks Housing Jigsaw’s SQL databases are encrypted at rest using transparent data encryption. All connections to Azure SQL databases require encryption via SSL/TLS while data is in transit. This is
configured by Microsoft via their Azure platform.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network All developers and testers test against OWASP top 10 security vulnerabilities. In addition to this, automated web application security testing is carried out during the development, release and life cycle of the product. A full network penetration test against all live sites and firewalls is carried out annually, as well as a full web application assessment penetration test during the development and release of the product.

Availability and resilience

Availability and resilience
Guaranteed availability Housing Jigsaw users will see regular updates with minimal downtime due to Azure deployment slot technology. Current products hosted in Azure have uptime stats of 99.99% based on the last 12 months of reporting across all live Azure products.

Our SaaS approach allows us to make software updates at any point in time without loss of service (downtime) to the customer. There are no service constraints in either our planned maintenance process or hardware configurations as the service is completely configurable to the customers needs. All updates will be delivered online and require no in-house configuration, this means that there is no downtime.

Housing Jigsaw is automatically patched to remove known security vulnerabilities and kept up to date with underlying infrastructure by Microsoft.
Approach to resilience Further detail is available upon request. Live, staging and operational systems hosted in our cloud environment benefit from Microsoft
Azure’s high-speed and geographically decentralized infrastructure. Microsoft Azure meets a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2. Rigorous third-party audits, such as by the British Standards Institute, verify Microsoft Azure’s adherence to the strict security controls these standards mandate.
All Housing Partners’ databases hosted in Azure consist of three synchronously replicated copies residing in the same Azure region, Dublin, Ireland - North Europe. These three copies are all hosted in segregated sections of the data centre to reduce single points of failure such as flood, power cut or connectivity outages. Furthermore, backups of all databases are stored in geo-redundant storage accounts enabling Housing Partners to access these backups from either the primary or secondary data centre location in the event of a data centre outage.
Outage reporting Our Azure infrastructure ensures the availability of our data and services to a 99.9% uptime SLA and this includes three ready-to-run copies of our Azure infrastructure, two in one location and one in a separate geographical location. Recovery timescale therefore is not applicable as both geographical locations would have to be unavailable for users to notice an outage. Our data exists as multiple redundant copied with the primary set in Dublin.

Azure monitoring is delivered by Status Cake uptime alerting which is instantaneous. New Relic error alerting is used for Web Site alerting which is also instantaneous. These layers are in addition to the standard Service alerting in Azure. These services all alert 24/7/365.

Any users that are affected by an outage will be emailed in a reasonable time.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels All users have a unique username and password to ensure only authorised users are accessing Housing Jigsaw. Further restrictions can be put in place including an IP whitelist ensuring only approve IP addresses can access the system.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bsi
ISO/IEC 27001 accreditation date 16/8/2017
What the ISO/IEC 27001 doesn’t cover This ISMS is specific to the Worcester office, Studley server racks, staff and relevant internal and external customer data covering HPL business activities relating to the provision of operation, maintenance and management of HPL services and systems. The ISMS does not extend beyond these two geographic locations, homeworker locations and the personnel operating in these mentioned locations. For information, Housing Partners is located at Whittington Hall Business Park, in Worcester, and has its office is on the second floor of Teme House.
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 Housing Jigsaw complies with the Data Protection Act 1998 (DPA) and General Data Protection Regulation 2016/679 (GDPR) that replaces the DPA. Housing partners has a dedicated compliance manager that identifies any risks associated with any legislation changes including the new data protection regulations. By adopting a privacy by design approach to Housing Jigsaw, we have ensured that Housing Jigsaw has been designed to be GDPR compliant from the start. By keeping GDPR in mind from design stage, we can be confident the system is fully GDPR compliant. Performing Privacy Impact Assessments (PIA) on all future updates and upgrades, will give confidence that Housing Jigsaw will continue to be fully GDPR compliant.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Implementation is managed according to a pre-defined process. Change log items are identified early in the implementation process. These are assessed for size and impact to determine if the change will be done, won't be done (notwithstanding the customer may disagree) or might be done as an additional cost item. If the change falls outside (or it is not clear) of the existing DPIA for the software then the change will be assessed by the dedicated Data Compliance Manager. Once agreed changes are built, tested and accepted as would be the case for core functionality.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Regular internal risk assessments, scheduled audit, penetration testing (internal and external) and market best practice bench marking. Subject to QA patch release process, patches are released as soon as available.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Azure monitoring is delivered by Status Cake uptime alerting which is instantaneous. New Relic error alerting is used for Web Site alerting which is also instantaneous. These layers are in addition to the standard Service alerting in Azure. These services all alert 24/7/365.
Incident management type Supplier-defined controls
Incident management approach Our support Help Desk includes first, second and third line support based at our offices in Worcester and will acknowledge and respond to your incident within one working day. Should our first line support team not be able to resolve your issue at first point of contact, it will be categorised, prioritised and passed to our second or third line support teams.

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


Price £16000 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Access to a training site that is a mirror image of the paid for live version. This site is used to input dummy data and use all the functionality of the live system. The training site is a free trial/pilot site.

Service documents

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