Freedom251 › Complaint Management Software
GovMetric CaseTracker
What GovMetric CaseTracker is
GovMetric CaseTracker is a case and complaints management service for UK councils, housing providers and public services. It handles corporate complaints, compliments, comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases. People can submit cases by web, email, telephone, post, face-to-face contact or mediated e-forms, then follow progress through a secure citizen portal. CaseTracker supports automated triage, configurable multi-stage workflows, communication templates, deadline alerts and escalation triggers. Its complaint handling is pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks, with regulator reports as well as reporting on volumes, trends, status, workload, escalations, reopened cases, locations and case extracts. The integrated Octavia AI agent can identify service requests, classify complaints, draft acknowledgements and summaries, monitor deadlines and generate regulator reports. The service runs as SaaS on AWS, with data stored and processed in the EU/UK (Ireland). It offers REST APIs, an OData interface, third-party feeds and connectors for CRM, contact-centre and BI platforms; named data destinations include Power BI and Tableau. GovMetric says most councils go live within 8–12 weeks with project management, configuration workshops and training. Pricing is paid, with council-band setup and annual licence options.
Who it suits
CaseTracker is suited to UK councils, housing providers and public services that manage complaints and other case workflows. It fits teams that need regulator-oriented complaint handling, multiple intake routes, case reporting and integrations with other platforms.
What it does well
- Supports complaints, compliments, enquiries and other workflow-based cases.
- Accepts cases across six listed channels, including mediated e-forms.
- Includes workflows with deadline alerts and escalation triggers.
- Pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks.
- Offers APIs, OData, third-party feeds and named BI destinations.
What to know first
- There is no free plan or free trial.
- Prices are paid and vary by council band and fee type.
- Listed setup and licence plans cover one case type.
Limits
The lowest listed plan is Band A for one case type: £8,750, paid once for one-off setup, VAT excluded, plus £13,500 a year for the annual licence, VAT excluded. It is the District council band and includes unlimited user logins; the listed setup is a maximum cost.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Band B — 1 case type setup | One-off setup; maximum cost; VAT excluded · County/unitary council band · 1 case type | £10,500, paid once |
| Band A — 1 case type annual licence | Annual licence; VAT excluded · District council band · 1 case type · unlimited user logins | £13,500 a year |
| Band B — 1 case type annual licence | Annual licence; VAT excluded · County/unitary council band · 1 case type · unlimited user logins | £17,500 a year |
| Band C — 1 case type setup | One-off setup; maximum cost; VAT excluded · National public sector agency band · 1 case type | £19,750, paid once |
| Band C — 1 case type annual licence | Annual licence; VAT excluded · National public sector agency band · 1 case type · unlimited user logins | £24,000 a year |
| Band A — 1 case type setup | One-off setup; maximum cost; VAT excluded · District council band · 1 case type | £8,750, paid once |
As govmetric.com lists them, read 3 Oct 2026. The maker's own page has the final word.
Getting started
- Visit https://www.govmetric.com/casetracker to contact GovMetric about pricing.
- Choose a council band and one-case-type setup and annual licence option.
- Plan for configuration workshops, training and project management during implementation.
- Use the web service in a widely adopted browser; no application installation is required.
- Configure case intake through the supported channels and citizen tracking portal.
Verdict
Choose CaseTracker if a UK public service needs structured complaint workflows, regulator reporting and citizen case tracking. Its paid council-band pricing and one-case-type listed plans may lead organizations needing broader coverage or a different pricing arrangement to look elsewhere.
Questions
Is GovMetric CaseTracker free?
No. CaseTracker has no free plan or free trial; its pricing is paid and the product page gives pricing on request.
What does the lowest listed plan cost?
Band A one-case-type setup is £8,750, paid once, billed as one-off setup, maximum cost and VAT excluded. The Band A annual licence is £13,500 a year, VAT excluded, with unlimited user logins.
What kinds of cases can CaseTracker handle?
It supports corporate complaints, compliments and comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases.
How can people submit and track cases?
Cases can come through web, email, telephone, post, face-to-face contact or mediated e-forms. A secure online portal lets citizens track progress.
What platforms does CaseTracker support?
The listed platforms are web and API. The service works in widely adopted browsers, is designed for mobile devices and requires no application installation.
Where is CaseTracker hosted and where is data handled?
It is delivered as SaaS on AWS, with data stored and processed in the EU/UK (Ireland).
Facts from GovMetric CaseTracker's own pages
- AI
- The maker says its integrated Octavia agent can triage and classify complaints, draft acknowledgements and summaries, monitor deadlines and generate reports. · govmetric.com, 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, 30 Sept 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, 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, 3 Oct 2026
- Certifications
- GovMetric states that it holds ISO 27001, Cyber Essentials and Cyber Essentials Plus certifications. · govmetric.com, 30 Sept 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, 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, 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, 2 Oct 2026
- Complaint workflows
- Features include auto triage, multi-stage workflows, stage-specific templates, deadline alerts, and escalation triggers. · govmetric.com, 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, 3 Oct 2026
- Founded
- 2006 · govmetric.com, 28 Sept 2026
- Headquarters
- Oakham, Rutland, UK · govmetric.com, 28 Sept 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, 30 Sept 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, 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, 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, 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, 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, 3 Oct 2026
- Integrations
- CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms. · govmetric.com, 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, 2 Oct 2026
- 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. · applytosupply.digitalmarketplace.service.gov.uk, 3 Oct 2026
- Maker history
- GovMetric says it has helped the public sector since 2006 and that CaseTracker was launched to manage complaints efficiently and transparently. · govmetric.com, 3 Oct 2026
- Notable pricing limit
- Implementations involving more than four case types require contacting the supplier for pricing. · assets.applytosupply.digitalmarketplace.service.gov.uk, 3 Oct 2026
- Octavia AI
- Integrated Octavia AI can triage and classify complaints, draft acknowledgements and summaries, monitor deadlines and generate reports. · govmetric.com, 3 Oct 2026
Where GovMetric CaseTracker stands on Freedom251
- Complaint Management Software#15 of 26