Support

Help & contact

Answers to the things people most often get stuck on, and how to reach us.

How it works

1
Paste the complaint. Casebriar splits it into separate issues and checks each legal claim against legislation.gov.uk.
2
Work through the issues on the left. Each one shows what they say, where you stand, which records to check, and asks for your decision.
3
Approve the reply. Once every issue is decided, Casebriar drafts a reply from your decisions and notes. You read it and approve it.

Common problems

Signing in

I have forgotten my password

Ask your manager. They can go to Team, choose Reset password next to your name, and give you a new temporary one. You will pick your own when you sign in. If you are the only manager at your agency, call us.

It will not let me sign in, and my password is right

Your account may have been deactivated. Your manager can reactivate it from Team. After ten sign-in attempts in fifteen minutes, sign-in pauses for a short while, so wait before trying again.

The demo account says it can only open the sample complaint

That is deliberate. The demo shows a prepared example and cannot run new complaints. Ask us for a full account to use it on your own cases.

Running a complaint

The analysis is taking a long time

A complaint Casebriar has not seen before usually takes three to four minutes, because it looks up and checks every legal point. Leave the tab open. If it has gone past six minutes, send us a report below.

It says "England only" and did no legal analysis

Housing law is different in Wales, Scotland and Northern Ireland, and Casebriar only covers England. If the property is in England, check that the complaint mentions the town or address, then run it again.

It says a spending limit was reached

During the pilot there is a cap on how much analysis can run. Call us and we will raise it.

Understanding the results

What does "could not support" or "not established" mean?

Nothing in the legislation Casebriar checked backs up that legal claim. It does not mean the tenant is wrong. It means you should not repeat the claim back as fact either way.

A legal point looks wrong to me

Choose "Leave it out" on that issue. It will stay out of the reply. Please report it below with the case reference so we can check it.

I cannot see a colleague’s case

Team members see only the cases assigned to them. Managers see every case in the agency and can reassign them.

The reply

"Approve the reply" is locked

Every issue needs a decision first, so the reply reflects what you actually think. The locked task lists the issues still waiting. Click one to go straight to it.

The reply keeps saying we are "looking into" things

That happens when a record has not been checked. Tick the record and type what your file shows in the note box. Notes go straight into the reply, stated as fact.

Can the reply sound more like me?

Yes. At the reply step, choose "Add my past replies" and paste two or three replies you have sent before, with names and addresses taken out. Every draft will use your greeting, sign-off and tone.

Your data

A case says "content erased"

Complaints are erased automatically after your agency’s retention period, or sooner if someone chose "Erase case content now". The case reference and its history are kept, but the complaint and notes are gone for good.

Who can read our complaints?

Only people in your agency, following the rule above. Casebriar staff cannot open your cases, and problem reports never include case content.

Report a problem

Something broken, confusing, or not quite right? Tell us here and we will look into it.