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GovMetric CaseTracker

govmetric.com

From £1,125/mo WebAPI
Visit govmetric.com
Spec score 8.2 #4 of 26 in Complaint Management Software

What it is

GovMetric CaseTracker is a complaints and case management system for UK councils, housing providers and public services. It covers corporate complaints, compliments, comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases. Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, with a secure portal for citizens to track progress. Workflows include automated triage, configurable stages, templates, deadline alerts and escalation triggers. The system is pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks and offers regulator reporting alongside reports on trends, workload, status, escalation and other case data. Octavia AI can identify service requests, classify complaints, draft acknowledgements and summaries, monitor deadlines and generate regulator reports. CaseTracker is AWS-hosted SaaS, with data stored and processed in the EU/UK (Ireland). Listed annual licence prices are £13,500 a year for Band A, £17,500 a year for Band B and £24,000 a year for Band C, each for one case type and excluding VAT. Pricing is also described as on request.

Spec sheet

Purpose
CaseTracker manages complaints, enquiries and other workflow-based cases for UK councils, housing providers and public services.Read 3 Oct 2026 · govmetric.com
API
The API supports secure submission and extraction of customer and case data, an OData interface and third-party feeds, with OpenAPI and PDF documentation plus a sandbox.Read 30 Sep 2026 · applytosupply.digitalmarketplace.service.gov.uk
Integrations
CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms.Read 3 Oct 2026 · govmetric.com
Security
The product page states that CaseTracker is ISO 27001 and Cyber Essentials Plus certified and uses AES-256 encryption, multi-factor authentication, and built-in business continuity and disaster recovery.Read 2 Oct 2026 · govmetric.com
Compliance
The product says it is pre-configured for Housing Ombudsman, LGSCO and SPSO complaint handling frameworks, with aligned timers, workflows and reports.Read 3 Oct 2026 · govmetric.com
Support
After launch, clients receive dedicated account management, service desk support, training refreshers and ongoing system updates.Read 3 Oct 2026 · govmetric.com
Headquarters
Oakham, Rutland, UKRead 28 Sep 2026 · govmetric.com
Founded
2006Read 28 Sep 2026 · govmetric.com
AI
The maker says its integrated Octavia agent can triage and classify complaints, draft acknowledgements and summaries, monitor deadlines and generate reports.Read 3 Oct 2026 · govmetric.com
Browser and device access
The Government Digital Marketplace listing says no application installation is required, the service works in widely adopted browsers, and it is designed for mobile devices.Read 2 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
Case types
It supports corporate and statutory social care complaints, FOI and SAR requests, councillor and MP enquiries, coroners’ enquiries, and other local authority cases.Read 3 Oct 2026 · govmetric.com
Certifications
GovMetric states that it holds ISO 27001, Cyber Essentials and Cyber Essentials Plus certifications.Read 30 Sep 2026 · govmetric.com
Channels
Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, and citizens can track progress through a secure online portal.Read 3 Oct 2026 · govmetric.com
Company history
GovMetric says it has helped the public sector since 2006 and that CaseTracker was launched to manage complaints efficiently and transparently.Read 2 Oct 2026 · govmetric.com
Company identity
GovMetric’s site identifies ROL Solutions Ltd. as the copyright holder and names Nic Streatfeild as CEO and Founder.Read 2 Oct 2026 · govmetric.com
Complaint workflows
Features include auto triage, multi-stage workflows, stage-specific templates, deadline alerts, and escalation triggers.Read 2 Oct 2026 · govmetric.com
Hosting
CaseTracker is delivered as a public-cloud SaaS service and the product page states AWS hosting with data stored and processed in the EU/UK (Ireland).Read 30 Sep 2026 · govmetric.com
Hosting and data location
CaseTracker is delivered as SaaS on AWS Cloud, with data stored and processed in the EU/UK (Ireland).Read 2 Oct 2026 · govmetric.com
Hosting and encryption
CaseTracker is SaaS on AWS, with data stored and processed in the EU/UK (Ireland) and encrypted at rest and in transit.Read 3 Oct 2026 · govmetric.com
Hosting and security
The maker says CaseTracker runs as SaaS on AWS, stores and processes data in the EU/UK (Ireland), encrypts data at rest and in transit, and is ISO 27001 and Cyber Essentials Plus certified.Read 3 Oct 2026 · govmetric.com
Implementation
The maker says most councils go live within 8–12 weeks with a dedicated project manager, configuration workshops and training.Read 3 Oct 2026 · govmetric.com
Intake channels
Cases can be logged via web, email, telephone, post, face-to-face or mediated e-forms, and customers can track progress through a secure online portal.Read 3 Oct 2026 · govmetric.com
Integrations and API
The product offers REST APIs and connectors for CRM, contact centre, and BI platforms; its product page names Power BI and Tableau as data export destinations.Read 2 Oct 2026 · govmetric.com
Limits
The G-Cloud listing states the annual licence price range and says no free trial is available; it does not provide a user or case cap.Read 3 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
Maker history
GovMetric says it has helped the public sector since 2006 and that CaseTracker was launched to manage complaints efficiently and transparently.Read 3 Oct 2026 · govmetric.com
Notable pricing limit
Implementations involving more than four case types require contacting the supplier for pricing.Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Octavia AI
Integrated Octavia AI can triage and classify complaints, draft acknowledgements and summaries, monitor deadlines and generate reports.Read 3 Oct 2026 · govmetric.com
Platform access
The service has a browser interface, requires no application installation and is designed for mobile devices.Read 3 Oct 2026 · applytosupply.digitalmarketplace.service.gov.uk
Regulatory compliance
The product is pre-configured for Housing Ombudsman, LGSCO, and SPSO complaint handling frameworks and provides regulator-ready reports.Read 2 Oct 2026 · govmetric.com
Reporting
It provides regulator reports, dashboards and trend analysis, and case data can be exported or accessed through an API for BI tools such as Power BI and Tableau.Read 3 Oct 2026 · govmetric.com
Security certifications
The maker says CaseTracker is ISO 27001 and Cyber Essentials Plus certified and uses AES-256 encryption and multi-factor authentication.Read 3 Oct 2026 · govmetric.com
Workflow
Customisable multi-stage workflows include automated triage, deadline alerts, reminders and escalation triggers.Read 3 Oct 2026 · govmetric.com
Workflows
Features include automated triage, configurable multi-stage workflows, communication templates, deadline alerts and escalation triggers.Read 3 Oct 2026 · govmetric.com

Plans and prices

Band A — 1 case type setup £8,750, paid once One-off setup; maximum cost; VAT excluded District council band · 1 case type Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Band B — 1 case type setup £10,500, paid once One-off setup; maximum cost; VAT excluded County/unitary council band · 1 case type Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Band A — 1 case type annual licence £13,500 a year Annual licence; VAT excluded District council band · 1 case type · unlimited user logins Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Band B — 1 case type annual licence £17,500 a year Annual licence; VAT excluded County/unitary council band · 1 case type · unlimited user logins Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Band C — 1 case type setup £19,750, paid once One-off setup; maximum cost; VAT excluded National public sector agency band · 1 case type Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Band C — 1 case type annual licence £24,000 a year Annual licence; VAT excluded National public sector agency band · 1 case type · unlimited user logins Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk

Every GovMetric CaseTracker plan and price →

Strong points and limits

Strong points

  • Supports multiple complaint and enquiry case types.
  • Cases can enter through six listed channels.
  • Includes regulator-ready reporting and trend reports.
  • Provides API access, OData and a sandbox.
  • AWS hosting stores and processes data in the EU/UK.

Limits

  • No free plan or free trial is listed.
  • Listed fees exclude VAT.
  • Pricing is described as on request.

Who it suits

CaseTracker suits UK councils, housing providers and public services managing complaints and other workflow-based cases. Its pre-configured complaint frameworks and reporting are relevant to organizations working with Housing Ombudsman, LGSCO or SPSO processes.

Verdict

CaseTracker covers diverse intake channels, configurable workflows and regulator-oriented reporting for public services. Buyers should account for the listed setup and annual licence fees, which exclude VAT.

Where Specifiction places it

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