Casework

Overview

Casework is a council-focused platform for managing constituent cases and sharing progress with residents. It is best suited to councillors and local authorities that want case tracking alongside public-facing updates, rather than a general-purpose CRM. Its free entry point is useful for a single councillor, but growing teams will need to weigh paid features against per-seat or council-plan costs.

Cases can be logged, categorised, assigned and tracked to resolution, with reminders and activity histories supporting follow-through. Residents can submit issues and check progress through council pages; public casework pages anonymise cases and omit personal details. Monthly impact reports cover resolution statistics and category breakdowns, while analytics dashboards are on paid plans.

The maker says data is encrypted in transit and at rest, with access governed by role and tenant. It says the product is built with UK GDPR requirements in mind and that residents can request access to or deletion of their data.

Key features

Case handling and accountability

Assignment, reminders and activity histories make Casework more than a public issue form: councillors and caseworkers can see work moving through a resolution process and retain a record of actions. This structure is suited to teams handling ongoing constituent matters, though the Free plan's single seat limits its usefulness for shared workloads.

Resident communication

Residents can submit issues and follow progress, while automated newsletters and email notifications support outreach. Pro adds SMS and unlimited email notifications; that is a meaningful step up for councillors whose caseload or communication needs exceed the Free plan's 50 emails per month.

Reporting and integrations

Monthly impact reports provide resolution figures and category breakdowns; paid-plan analytics dashboards add a view for monitoring work. Pro and higher plans include webhooks and API access, and council accounts list Microsoft Entra ID single sign-on. These options make the product more adaptable for organisations connecting casework to other systems.

Pricing

Casework has a no-time-limit Free plan, but it is deliberately narrow: £0/mo per councillor for one seat, 50 email notifications per month and a basic public profile. It is a sensible starting point for an individual councillor with modest notification needs, not a team plan.

Pro costs £19/mo per councillor and includes unlimited email notifications, caseworker seats, SMS, file attachments, webhooks and API access. It fits councillors needing broader outreach or integrations, although the per-councillor charge can add up as a group grows.

Group is £19/mo per seat and includes everything in Pro plus group-wide casework visibility, group analytics and consolidated billing. It is aimed at groups that need a shared view and administration; the same per-seat price as Pro makes those group capabilities the key reason to choose it.

Council pricing starts at £99/mo: Parish / Town £99/mo, District / Borough £249/mo, and County / Unitary £499/mo. The plan covers all councillors and adds committee meeting sync, priority support with an SLA, and dedicated onboarding. It suits councils seeking organisation-wide coverage and support, rather than a few individually subscribed seats. There is no free trial.

Platforms

Casework is available on web and through an API, and deployment is cloud-based. The API and webhook access on Pro and above are relevant to organisations connecting workflows; the listed platform coverage does not include mobile apps.

Who it's for

Casework is designed for councillors, caseworkers and parish, district and county councils. Its strongest fit is a public-sector team that needs a clear case lifecycle, resident progress visibility and reporting in one council-oriented service. A lone councillor can begin free, while teams should compare per-seat plans with the all-councillor Council option.

Pros and cons

• Pros: Resident submissions and progress updates pair internal case tracking with public transparency.
• Pros: Activity histories and automated reminders support accountability and follow-up.
• Pros: Council plans include all councillors, committee meeting sync, onboarding and SLA-backed priority support.
• Cons: Free is limited to one councillor and 50 email notifications monthly, so it does not cover a shared team or high-volume outreach.
• Cons: Pro and Group are priced per seat, which may make wider adoption more costly than a council plan.
• Cons: No free trial means teams must decide whether the paid tier fits without a trial period.

Alternatives

For a broader category shortlist, browse Public Sector CRM Software. Consider ASAI Engage for Government if you want another freemium government-focused option on web. GovXRM may suit buyers considering a paid API-and-web product with annual subscription licenses. Choose Ready311 if Android and iOS apps alongside web and API access matter, with custom annual contracts. OpenGov Accounts Payable is a paid web/API option. ServiceNow Public Sector Digital Services is a paid option with web and mobile platforms. SeeClickFix 311 CRM is another paid web and mobile choice. efficy Public Sector CRM may fit buyers seeking a paid CRM with a published per-user monthly price. Forms & Workflow (OpenForms) is a paid web option.

Verdict

Choose Casework if councillors or a council need resident-facing case progress, structured follow-up and reporting in a service tailored to local government. The permanent free plan lowers the barrier for one councillor, and the higher tiers add practical communication and council-wide capabilities. Look elsewhere if your priority is mobile app access, or if per-seat pricing makes broad team coverage unattractive.