Every resident case, handled like it's the only one.
Complaints, repairs escalations, damp and mould, anti-social behaviour — Hendl's agents run every case to the Ombudsman's clock and your policies, with vulnerable residents flagged first and a record the regulator can read.
Your teams care. The caseload doesn't.
Housing officers didn't join to chase contractors and rebuild case histories. The service residents feel — and the Ombudsman measures — is mostly coordination, and coordination is what agents do.
Every case type, run to policy and the clock.
Encode your complaints procedure, repairs standards and escalation routes once — agents run every case against them, property by property, resident by resident.
Reports and complaints captured from phone, portal, email or in person — acknowledged on time.
Stage one and two timescales tracked per case, with escalation before breach.
Repairs, surveys and prior reports assembled per property and household.
Jobs raised, appointments tracked and contractors chased to completion.
Household risk factors surfaced at intake and prioritised across the queue.
Stage responses drafted with reasons, actions and required wording.
Hazard reports triaged to statutory timescales, with the trail built in.
Tenant satisfaction measures and case performance reported from live data.
The case moves before the resident has to chase.
A damp report lands, the property history is pulled, the survey is booked and the resident is kept informed — your officer reviews a resolution plan, not a backlog.
What housing teams see.
Based on early deploymentsReady for the Ombudsman. Built for residents.
Every case carries its own evidence — what was reported, what was done, when, and by whom — so scrutiny is answered from the record, not reconstructed for it.
Every response and resolution plan carries an accountable officer’s sign-off.
Every report, action and communication time-stamped and exportable.
Every draft cites the history, policy and actions behind it — Code-ready.
Risk-flagged households prioritised automatically, never left in the queue.
Personal data held per case, retained to policy and deleted on schedule.
Ombudsman or regulator — any case reconstructs in citable form, on demand.
Built for every kind of resident casework.
One platform, every case type.Questions housing leaders ask.
Does it follow the Complaint Handling Code?
Yes. Stage definitions, timescales and required content are encoded once, and every complaint runs against them — with the evidence trail the Code expects.
How does it handle damp and mould timescales?
Hazard reports are triaged on intake against statutory and policy timescales, prior reports are surfaced, and the clock is tracked to completion of works — not just first response.
Can it work with our housing management system?
Yes — Hendl reads and writes to your housing management, repairs and contact systems through governed integrations; they remain the system of record.
What do residents notice?
Acknowledgements on time, updates without chasing, and appointments that happen when promised — the case moves even when no officer is free.
Give every resident the service your best case gets.
Start with one case type — complaints or damp and mould — running on your own casework in weeks, fully supported.