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GovMetric CaseTracker
Oakham, Rutland, UK
What it is
GovMetric CaseTracker is a complaints and case management system for UK councils, housing providers, and public services. It supports corporate and statutory complaints, compliments, comments, elected representative and coroner enquiries, and other workflow-based cases. Cases can arrive through web, email, telephone, post, face-to-face contact, or mediated e-forms, while a secure portal lets citizens track progress. Workflows can use automated triage, multiple stages, templates, deadline alerts, and escalation triggers. The system is pre-configured for Housing Ombudsman, LGSCO, and SPSO complaint frameworks and provides regulator reports alongside trend, workload, status, and escalation reporting. Octavia AI can classify complaints, draft acknowledgements and summaries, identify service requests, and monitor deadlines. CaseTracker runs as SaaS on AWS, with data stored and processed in the EU/UK (Ireland). Its API supports case data submission and extraction, OData, and third-party feeds. Listed annual licence fees for one case type range from £13,500 a year for Band A to £24,000 a year for Band C; fees exclude VAT, and setup is separately priced.
For and against
For
- Supports multiple case intake channels
- Pre-configured complaint-handling frameworks
- Deadline alerts and escalation triggers
- API includes a sandbox
Against
- No free plan or free trial
- Listed fees exclude VAT
- Setup is separately charged
The verdict
CaseTracker combines configurable case workflows, citizen tracking, and regulator-oriented reporting. Buyers should review the band-specific setup and annual licence charges, which are listed separately and exclude VAT.
Who it suits
CaseTracker suits UK councils, housing providers, and public services managing complaints and other cases. Its listed council bands cover district, county or unitary councils, and national public sector agencies.
Plans and prices
Band A — 1 case type setup
District council band · 1 case type
Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Band B — 1 case type setup
County/unitary council band · 1 case type
Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
Band A — 1 case type annual licence
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
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
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
National public sector agency band · 1 case type · unlimited user logins
Read 3 Oct 2026 · assets.applytosupply.digitalmarketplace.service.gov.uk
On the record
- AI
- The maker says its integrated Octavia agent can triage and classify complaints, draft acknowledgements and summaries, monitor deadlines and generate reports.govmetric.com · read 3 Oct 2026
- 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.applytosupply.digitalmarketplace.service.gov.uk · read 30 Sep 2026
- 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.applytosupply.digitalmarketplace.service.gov.uk · read 2 Oct 2026
- 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.govmetric.com · read 3 Oct 2026
- Certifications
- GovMetric states that it holds ISO 27001, Cyber Essentials and Cyber Essentials Plus certifications.govmetric.com · read 30 Sep 2026
- 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.govmetric.com · read 3 Oct 2026
- Company history
- GovMetric says it has helped the public sector since 2006 and that CaseTracker was launched to manage complaints efficiently and transparently.govmetric.com · read 2 Oct 2026
- Company identity
- GovMetric’s site identifies ROL Solutions Ltd. as the copyright holder and names Nic Streatfeild as CEO and Founder.govmetric.com · read 2 Oct 2026
- Complaint workflows
- Features include auto triage, multi-stage workflows, stage-specific templates, deadline alerts, and escalation triggers.govmetric.com · read 2 Oct 2026
- Compliance
- The product says it is pre-configured for Housing Ombudsman, LGSCO and SPSO complaint handling frameworks, with aligned timers, workflows and reports.govmetric.com · read 3 Oct 2026
- 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).govmetric.com · read 30 Sep 2026
- Hosting and data location
- CaseTracker is delivered as SaaS on AWS Cloud, with data stored and processed in the EU/UK (Ireland).govmetric.com · read 2 Oct 2026
- 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.govmetric.com · read 3 Oct 2026
- 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.govmetric.com · read 3 Oct 2026
- Implementation
- The maker says most councils go live within 8–12 weeks with a dedicated project manager, configuration workshops and training.govmetric.com · read 3 Oct 2026
- 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.govmetric.com · read 3 Oct 2026
- Integrations
- CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms.govmetric.com · read 3 Oct 2026
- 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.govmetric.com · read 2 Oct 2026
