No. 13 of 25 ·Complaint Management Software

GovMetric CaseTracker

Name: GovMetric CaseTracker
Price: 8750 GBP

Web · API · paid plans from £1,125/mo

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Freedom report

One barScore 5.1

Free tierNo free tier on record
Open codeNo open-source code on record
Runs widely1 of 6 device platforms
DocumentedPlans, terms and facts published

GovMetric CaseTracker is ranked #13 of 25 in complaint management software on Freedom251. It runs on API, Web. There is no free plan. Paid plans start at £1,125/mo.

GovMetric CaseTracker plans and pricing

All plans

Band A — 1 case type setup £8,750 once One-off setup; maximum cost; VAT excluded District council band · 1 case type assets.applytosupply.digitalmarketplace.service.gov.uk · 3 Oct 2026

Band B — 1 case type setup £10,500 once One-off setup; maximum cost; VAT excluded County/unitary council band · 1 case type assets.applytosupply.digitalmarketplace.service.gov.uk · 3 Oct 2026

Band A — 1 case type annual licence £13,500/yr Annual licence; VAT excluded District council band · 1 case type · unlimited user logins assets.applytosupply.digitalmarketplace.service.gov.uk · 3 Oct 2026

Band B — 1 case type annual licence £17,500/yr Annual licence; VAT excluded County/unitary council band · 1 case type · unlimited user logins assets.applytosupply.digitalmarketplace.service.gov.uk · 3 Oct 2026

Band C — 1 case type setup £19,750 once One-off setup; maximum cost; VAT excluded National public sector agency band · 1 case type assets.applytosupply.digitalmarketplace.service.gov.uk · 3 Oct 2026

Band C — 1 case type annual licence £24,000/yr Annual licence; VAT excluded National public sector agency band · 1 case type · unlimited user logins assets.applytosupply.digitalmarketplace.service.gov.uk · 3 Oct 2026

Compared on complaint management software

Intake channels: omnichannel
Workflow automation: Yes
Escalation rules: Yes
Investigation tools: Yes
SLA tracking: Yes
Reporting depth: advanced

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The record

Purpose: CaseTracker is a complaints and case management system for UK councils, housing providers and public services.
Case types: It supports corporate complaints, compliments and comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases.
Compliance: The system is pre-configured for Housing Ombudsman, LGSCO and SPSO complaint-handling frameworks.
Reporting: It provides regulator reports, data insights, volume and trend reports, status distribution, workload, escalation, reopened-case, location and case-extract reporting.
Channels: Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, with a secure citizen tracking portal.
AI: Octavia integrates with CaseTracker to provide complaint triage, classification, acknowledgement and summary generation, deadline monitoring and regulator-report generation.
Integrations: GovMetric lists integrations including Jadu Connect, Granicus/Firmstep, Power BI, Tableau, Qliksense, GOV.UK Notify, WhatsApp, Azure AI Bot Service and other platforms.
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.
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).
Security: GovMetric states that CaseTracker uses encryption, SSO, MFA, role-based access control, logical tenant separation, penetration testing, backups and disaster-recovery testing.
Certifications: GovMetric states that it holds ISO 27001, Cyber Essentials and Cyber Essentials Plus certifications.
Support: The Digital Marketplace listing provides email or ticket support with responses within 24 hours on weekdays, UK telephone support from 9 to 5, and standard service-desk support included in annual fees.
Complaint workflows: Features include auto triage, multi-stage workflows, stage-specific templates, deadline alerts, and escalation triggers.
Regulatory compliance: The product is pre-configured for Housing Ombudsman, LGSCO, and SPSO complaint handling frameworks and provides regulator-ready reports.
Price from: £1,125/mo

Where it ranks on Freedom251

Best Complaint Management Software in 2026#13 of 25

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Sources

govmetric.com/casetracker· checked 30 Sept 2026
govmetric.com/integrations· checked 30 Sept 2026
applytosupply.digitalmarketplace.service.gov.uk/g-cloud/services/408441781390827· checked 30 Sept 2026
govmetric.com/blog/your-data-security-is-our-priority· checked 30 Sept 2026
govmetric.com/about-govmetric· checked 2 Oct 2026
govmetric.com/team· checked 2 Oct 2026
assets.applytosupply.digitalmarketplace.service.gov.uk/g-cloud-14/documents/581052/40844178139· checked 3 Oct 2026