Frequently Asked Questions

These FAQs have been put together after extensive consultation with local authorities. Want to know anything else? We’re here to help. Just get in touch.

ALERT – what is it?2018-11-06T10:34:57+00:00

ALERT is a FREE module created by the National Practitioner Support Service and Housing Partners, which is designed specifically to meet the new duty to refer requirement.

Are there any additional costs?2018-08-06T04:54:07+00:00

There are no other costs involved if you choose Housing Jigsaw’s complete solution. Just one annual flat fee. No additional user licenses, no installation costs, no update costs.

Are there any hidden costs?2019-01-04T06:47:47+00:00

No. You simply pay one annual license fee of £9,225 pa for PRAH for unlimited users. For EHR/AtLAS the annual fee is £16,000 pa. If you want to collaborate with other local authorities and registered providers the price is even lower. We simply charge £4,000 pa for each additional license.

Are you on the G-Cloud?2018-08-05T18:11:19+00:00

Ordering Housing Jigsaw is even easier now we are on the G-Cloud, which further eases and adds certainty throughout the procurement process. The G-Cloud Digital Marketplace has been created by the Government to allow public sector bodies to buy cloud based digital services in a cost effective way. Simply ask us for the relevant paperwork and G-Cloud reference number. We can then have Housing Jigsaw operational for you within a day.

Can applicants re-register online? Will the system be able to store preferred method of contact and generate bulk renewals?2018-08-12T11:37:33+00:00

Customer preferred contact methods are stored on Housing Jigsaw and officers can communicate with the customer using their preferred method. ATLAS enables easy and automated online re-registration and renewal processes through bulk email reminders and notifications, with customers able to review applications online and attach evidence.

Can tasks and reminders be sent via a range of methods?2018-08-05T19:26:39+00:00

Housing Jigsaw can send reminders via e-mail. SMS can be enabled for local authorities at cost price.

Can you configure a case type?2018-08-05T19:22:58+00:00

Housing Jigsaw will have a number of set case types which can be added by officers (approach, prevention, relief, closed and pending review). To ensure that we meet your exact requirements for this feature, we would need to know what kind of categorisation you would find useful.

Can you configure and filter notes?2018-08-05T19:24:59+00:00

Housing Jigsaw case notes are currently set and can be filtered. However, we will make the note types configurable to allow officers to add new note types.

Can you record outcomes?2018-08-05T19:09:11+00:00

All outcomes have associated checklists for collecting evidence of case work and to support H-CLIC reporting. All decisions and reviews also include free text elements for recording outcomes.

Can you sms customers?2018-08-05T19:18:45+00:00

Yes you can and you only have to pay the costs we pay.

Can you switch between all of the modules?2019-01-04T10:13:27+00:00

All modules are interlinked seamlessly with a single system for all system users. As such, users are easily able to identify and switch between all of the modules.

Does the system allow staff to register and record the outcome of all Housing Options and homelessness enquiries and applications in the central database?2018-08-05T19:38:32+00:00

Housing Jigsaw is designed both to support local authorities to become familiar with the Homelessness Reduction Act 2017 and to support compliance with the legislation. Therefore, the system provides a guided process through which officers are required to record the detail of interviews, actions and outcomes. Staff will have the ability to record the details of interviews, add notes, events, tasks and outcomes on a central database.

Does your solution offer a secure client interface?2018-08-05T19:11:42+00:00

Housing Jigsaw enable users to view their PHP, manage actions they have been assigned on their PHP and upload documents.

Is ALERT really free?2018-11-06T10:35:40+00:00

Yes. NPSS and Housing Partners, the teams behind Housing Jigsaw recognise that the duty to refer is a fantastic opportunity for local authorities and partner agencies to work together to maximise opportunities for earlier intervention and prevention and want to facilitate effective delivery.

Is Housing Jigsaw mobile friendly?2018-08-05T19:35:01+00:00

The customer portal is designed specifically to work on mobile devices, allowing customers with smart devices to access their account.

Is the system configurable to adapt to future changes to allocations policy?2018-08-12T10:12:30+00:00

The system can be configured to adapt to future changes to the authority’s allocations policy for no extra cost up to a specified amount of amendments. This will allow for future changes to the allocation policy and ensure the system is configurable.

Is the system flexible enough to allow changes to application form and allocation policy relating to eligibility and priority?2018-08-05T19:36:48+00:00

The system is flexible to allow changes in allocation policy and application form configuration. This facility is provided FREE and within the stated annual licence fee.

The duty to refer – what is it?2018-11-06T10:35:25+00:00

Under section 213B of the Homelessness Reduction Act 2018, specified public authorities are required to notify a housing authority of service users they consider may be homeless or threatened with homelessness (i.e. it is likely they will become homeless within 56 days).

What are the customer data and security measures?2018-08-05T18:13:28+00:00

Housing Jigsaw will allow users to register with a username and create a password. It will also enable password reset via e-mail.  Passwords must be at least 8 characters long and contain upper case, lower case, and at least one numeric character. Housing Jigsaw will lock users out of the system for one hour after incorrectly entering the password five times in a row.

Will the system assess applications for priority, calculating correct band based on information provided?2018-08-05T19:49:49+00:00

The system is capable of applying a need rating (band/points) to an applicant based upon information they provided on the system.

Will the system assess applications for priority, calculating correct band based on information provided?2018-08-05T19:51:16+00:00

The system is capable of applying a need rating (band/points) to an applicant based upon information they provided on the system.

Will the system produce a shortlist of prioritised applicants to properties advertised on the Choice Based Lettings system?2018-08-05T19:48:30+00:00

The system can produce a shortlist and prioritise applicants for properties via CBL or through the back office allocations system depending on the requirements of the authority.

Download our free guide to Section 213b referrals


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  • Housing Partners Limited, Whittington Hall, Whittington Road, Worcester, Worcestershire, WR5 2RY
  • 01905  361 500
  • info@housingpartners.co.uk