CaseTracker is a purpose-built complaints and case management system for UK councils, housing providers, and public services. It enables compliant, automated, and transparent management of complaints, enquiries, and related case types.

Faster resolutions, fewer escalations, efficiency savings from reduced admin, regulator compliance by design, stronger audit trails, improved citizen trust, and actionable insights from complaints data.

You can find out more about buying CaseTracker by contacting us here.

You can find out more about buying CaseTracker through the Government's Digital Marketplace (G-Cloud) here.

CaseTracker supports corporate complaints, compliments and comments (3Cs), Adult and Children’s Social Care statutory complaints, councillor/MP enquiries, coroners’ enquiries, and other local authority case types.

However, it can technically be used for any case where a workflow based process takes place. For example it could be used for service requests.

CaseTracker is pre-configured for the Housing Ombudsman Complaint Handling Code, the Local Government & Social Care Ombudsman (LGSCO) Code (mandatory from April 2026), and the Scottish Public Services Ombudsman (SPSO) Model CHP. Timers, workflows, and reports are aligned with each code by design.

Yes. CaseTracker automatically compiles Housing Regulator, Housing Ombudsman self-assessments, LGSCO annual reports, SPSO quarterly returns, and internal compliance dashboards — reducing admin burden and audit risk.

SLA clocks, automated reminders, and escalation triggers are built in. Managers and case owners are alerted before deadlines are breached, ensuring acknowledgements and responses are sent within statutory timescales.

Yes. Octavia is a fully integrated AI agent that enhances CaseTracker with automated triage, complaint classification, acknowledgements, summaries, draft responses, and compliance monitoring.

Octavia helps detect service requests (to prevent invalid complaints), auto-classifies issues, drafts acknowledgements, monitors deadlines, and generates regulator reports. This reduces admin costs while maximising compliance.

The Lessons Learned capabilities capture root causes, outcomes, and improvement actions for every case. Linked “actions” can be tracked through to completion, embedding a culture of learning and continuous improvement.

CaseTracker offers a full reporting suite designed for compliance, management insight, and service improvement. Reports include:  

• Regulator Report – Generates the mandatory performance and self-assessment reports required by the Housing Ombudsman, LGSCO, and SPSO.  
• Data Insights – Provides high-level analysis of volumes, outcomes, and trends across all complaints.  
• Volume Report – Breaks down the number of complaints received by service, category, or time period.  
• Trends Report – Highlights emerging patterns over time to identify recurring issues and root causes.  
• Status Distribution – Shows live breakdowns of cases by status (open, in progress, closed, escalated).  
• Agent Workload – Monitors allocation of cases across officers to ensure balanced workloads.  
• Case Extensions – Tracks use of extensions, with reasons, to ensure compliance with Ombudsman rules.  
• Case Escalation Tracking – Provides visibility of Stage 1 → Stage 2 escalations and outcomes.  
• Reopened Cases – Identifies cases reopened after closure, helping to spot unresolved issues.  
• Case Location – Maps complaints geographically to identify hotspots.  
• Case Extract – Exports all case data for advanced analysis or integration with
BI tools.  

Real-time dashboards and trend analysis highlight complaint volumes, categories, timeliness, outcomes, and root causes. Data can also be exported or accessed via API for use in Power BI, Tableau, or other BI tools.

Yes. Cases can be logged via web, email, telephone, post, face-to-face, or mediated e-forms. Customers can also track progress through a secure online portal.

Yes. Dedicated features enable elected representatives to raise, track, and resolve enquiries quickly, with templated responses and dashboards for oversight.

Unlike older CRMs and complaint bolt-ons, CaseTracker is regulator-ready, modern, and intuitive. It provides real-time compliance dashboards, built-in SLA monitoring, AI assistance via Octavia, and a citizen tracking portal.

CaseTracker is delivered as SaaS on AWS Cloud infrastructure, with data stored and processed in the EU/UK (Ireland). All data is encrypted at rest and in transit.

Yes. CaseTracker is ISO 27001 and Cyber Essentials Plus certified. It uses AES-256 encryption, multi-factor authentication, and has business continuity/disaster recovery built in.

Yes. CaseTracker offers REST APIs and connectors to integrate with CRM, contact centre, and BI platforms.

Most councils go live within 8–12 weeks, with support from a dedicated project manager, configuration workshops, and training sessions.

Yes. The modern web interface provides guided forms for front-line staff, role-based dashboards for managers, and a clear case timeline for complaint officers. Minimal training is required.

Clients receive dedicated account management, service desk support, training refreshers, and ongoing system updates (including new compliance features).