Complaint Risk Triage gives complaints teams an explainable prioritisation signal, helping officers focus attention where intervention may matter most.
Councils handle high volumes of complaints across housing, benefits, adult social care, children's services and planning. Some sit unresolved for months and escalate to the Ombudsman — resulting in findings of fault, remedies, and reputational damage. Most teams have no systematic way to see which open cases are quietly becoming the ones that escalate.
Risk is usually only visible once a case has already escalated — after the opportunity to intervene has passed.
Officers rely on memory and gut feel to know which of dozens of open cases most needs attention today.
Safeguarding and vulnerability signals are easy to overlook in free-text complaints when caseloads are high.
Complaint Risk Triage ingests complaint records, extracts structured signals from the free text, and scores each case against your council's own configured thresholds — surfacing a ranked queue with a plain-English reason for every score.
A ranked risk queue, a full case workspace, recommended next actions, and an activity timeline — so triage happens in one place, not a spreadsheet.
An operational dashboard, officer workload views, and configurable thresholds so the methodology matches how your council actually works.
The risk indicator combines three factors your team can see the working for: how long a case has been open against your category targets, this council's own historical uphold-rate pattern for that category, and severity signals (vulnerability, safeguarding, financial impact, urgency) extracted from the complaint text. Nothing is a black box — every point is traceable to a stored field or an explicit, council-configurable rule.
This is a working prototype, not a finished production system. We'd rather tell you exactly what's built and what isn't than oversell it.
| Area | Status |
|---|---|
| Role-based UI, transparent rule-based risk engine, case workspace, CSV import, dashboard, analytics | Built in this prototype |
| Real authentication (council SSO), server-side access control, encryption, audit-grade logging | Production requirement |
| Secure document storage, data retention policy, DPA, GDPR/DPIA | Production requirement |
| Live case-management system integration, validated methodology | Pilot / Next phase |
Full detail in the live demo's Security & Governance page.
A single queue ranked by priority signal, with the "why" spelled out in plain English — not a black-box score. Officers stay in control: every recommended action is a suggestion, logged only when the officer chooses to act on it.
See risk distribution, overdue cases, officer workload, and intervention outcomes across the whole caseload — filterable by service, category, date range and more, with CSV export for board reporting.
The live demo includes 30+ synthetic cases across six service areas — overdue cases, vulnerable-complainant examples, cases with changing risk scores, resolved and escalated cases — so you can click through a full working prototype, not slides.
Open the live demo →No live pricing is published here — a pilot scope and cost would follow an initial data and governance assessment specific to your council. The structure below is the proposed shape of a pilot, not a fixed offer.