Help & contact

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, email us and we will send a link to your email address to choose a new password. Your current password keeps working until you use it. If you sign in with a username rather than an email address, we cannot email you a link: contact us and we will help. Casebriar never sees or sets your password.

Your account may have been deactivated. Your manager can reactivate it from Team. After ten wrong passwords in a row, the account is locked for 15 minutes, even with the right password. A reset from your manager, or a link from us, works straight away. Too many attempts from one place also pause sign-in for a few minutes.

A new agency that signs up for a free month confirms its email address first. Open the link we emailed when you signed up, then press Confirm my email address on the page it opens. The link lasts 48 hours. If it has expired or not arrived, use Send the link again in the banner at the top of the page. Only the person who signed the agency up can do this. Still stuck? Email us from that address and we can confirm it for you.

That is deliberate. The demo opens two prepared sample complaints, a short one and a long one, and cannot run new ones. Its legal checks use a copy of the legislation dated September 2026, so the sample shows the same results every time. The policy library, property history and checks against your own policies need a full account. Start a free month to use Casebriar on your own cases.

A complaint Casebriar has not seen before usually takes three to four minutes. Nearly all of that is the AI reading the complaint and analysing each point; looking up the law takes seconds. You do not need to keep the page open: the analysis carries on if you leave, and the result is kept with the case, so open the case again to see it. The same goes for drafting a reply, which usually takes about a minute. If an analysis says it did not finish, for example after an update to Casebriar, it has not used your allowance: analyse it again. If one is still running after six minutes, send us a report below.

Yes. A check against your policies and records runs in the background and is kept with the case, so you can leave the page and come back to it. If it says it was interrupted, for example by an update to Casebriar, run it again.

Housing law is different in Wales, Scotland and Northern Ireland, and Casebriar only covers England. A complaint about a property elsewhere is not analysed. If the complaint does not say where the property is, the case asks "Is the property in England?". If it is, choose "Yes, it is in England. Check the law"; your name is recorded on the case. If Casebriar has the location wrong, start a new case with the town or postcode added.

When Casebriar starts analysing it. If the analysis fails, is cut off by an update to Casebriar, or cannot be saved, it is given back. Analysing the same case again, drafting the reply, adding records and checking it against your policies are all included. To analyse a different complaint, start a new case.

Each agency has a monthly AI allowance that comes with its plan, with room to spare for drafting replies and checking policies. The message says when it resets, on the 1st of the month. If you need more before then, contact support and we can raise it. The free month includes 5 complaints over 30 days, and Billing shows what you have used and your options. If it says Casebriar has paused new AI work, contact support if it is urgent.

A new agency gets one month of Essential, free: 5 complaints over 30 days from when its account is set up. No card is needed and nothing is charged automatically. Once the 5 complaints are used, Casebriar analyses no new complaints, and once the 30 days are up it runs no analyses at all, until a manager chooses a plan or buys complaints in Billing. Your cases stay readable. Their content is erased at the end of your agency’s retention period, as on any plan.

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.

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.

Casebriar reads each provision from legislation.gov.uk and keeps a copy, which it fetches again once the copy is more than a week old. Every citation shows when its text was retrieved. If legislation.gov.uk could not be reached, or no longer finds the provision, the most recent copy is used and the citation says so, with its date: check the provision on legislation.gov.uk before relying on it. Code, not the AI, rejects a citation that does not exist, is misquoted, is Welsh or Scottish law, or was repealed or not yet in force when the events happened. The sample case always uses its own copy, dated September 2026.

It follows what legislation.gov.uk shows, and says on the citation whenever it has made a judgement call. A provision shown as repealed, revoked, omitted or expired, even if only for some purposes, is treated as repealed for events after the date that took effect, so Casebriar does not rely on it for them. For earlier events it checks the version in force at the time. A saving or transitional provision can keep repealed law in effect for some cases, such as tenancies or notices that began earlier. Casebriar does not check these, so check legislation.gov.uk before relying on such a provision or dismissing it. A provision that is not yet in force is not relied on. Some statutory instruments are held only as originally made: that text does not show later changes, including revocation, or say where the instrument applies, so the citation says so and Casebriar does not rely on it. Law set aside for any of these reasons is listed under the point it relates to, marked “Not relied on”, with what to check.

It is the earliest start date legislation.gov.uk gives for any part of the provision’s text. That does not prove the current wording applied at the time: revised Acts can start on 1 February 1991 and individual amendments have later dates. Casebriar retrieves the applicable historical version when current wording postdates the events or its date is unknown. If that wording cannot be retrieved, it does not rely on today’s wording for those events. Read the citation and check the historical source before relying on it.

Team members see the cases assigned to them or that they started, and emailed complaints nobody has taken yet. Managers see every case in the agency and can reassign them.

Yes. A manager adds your policies, procedures, service standards, guidance notes and standard letters to the Policy library. A replacement becomes a new version with its own dates and never overwrites the old one, so an older complaint is judged against the wording in force at the time. Documents can be searched and archived, and shared with all staff or with managers only. On a case, the Policies & case history step proposes the documents that match and you choose what is used. Casebriar then says whether each commitment was met, not met or not evidenced on the records you chose. It sits alongside the legal check and does not change it.

In Property history, add a property or tenancy reference. Then add notes, attach documents, or import a repairs log exported from another system as CSV or Excel: you match the columns and see any problems in each row before anything is imported, and importing the same file again adds no duplicates. Records reach a case only when someone links that exact reference on the case and ticks them. A manager, or the person who typed in a record, can delete that record; only a manager can delete an attached document or an imported file. Records are deleted automatically after the period set in Settings: six years from when each was added, unless a manager changes it.

In code, not by the AI. The acknowledge-by and respond-by dates on each case, the overdue count on the dashboard, the acknowledgement letter and the deadlines in your policies all count working days as Monday to Friday, skipping bank holidays in England and Wales. A policy deadline in calendar days or weeks is counted in calendar days. One in hours is counted in whole days and marked for you to check, because records give dates, not times. Every deadline in an assessment shows how it was counted.

Only managers. Such a document is never used in a team member’s own assessment. An assessment that used one can be opened only by a manager, and so can a reply drafted from it: a team member sees that it exists, not what it says. Team members can run the assessment themselves, using the documents shared with all staff.

No AI model was available for that run, so only the checks Casebriar makes in code ran: which version of each policy applies, which passages match, deadline counts and missing records. It does not say whether a policy was followed.

Yes. Each run has a printable report and a manifest file that records exactly which versions, passages and records it used. Click any citation to see the passage, its version and the original file.

On a case: PDFs and photos (JPEG, PNG, WebP), up to 8 MB each and 25 per case. Casebriar reads each one once and writes a note for you to check. In the Policy library: PDF, Word (.docx), Excel (.xlsx), CSV or text, up to 15 MB each. In Property history: PDF, Word or text documents up to 15 MB, and repairs logs from CSV or Excel. Larger files are refused before they are read. Scans and photos in the library or history are used only once someone asks for them to be transcribed.

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.

That happens when a record has not been checked. Drop a history file into the issue and Casebriar reads it against the records across the case, or check the records manually. Review the suggested notes and tick the records you have checked. Notes go straight into the reply, stated as fact.

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.

A case’s content is erased automatically when your agency’s retention period ends, or sooner if someone working on the case chose "Erase case content now" and gave a reason, which is recorded with their name. Erasing removes the complaint (with the sender’s name, email address and subject if it came by email), the analysis and reply drafts, your record notes and decisions, attached files, assessments, and the notes, repairs and documents added to the case itself. The case reference, its dates, its status and the record of who did what are kept. Property and tenancy history is not part of a case, so it is kept for its own period, set in Settings.

Only people in your agency, following the rule above. Casebriar’s own admin account cannot open your cases, your policy library or your property history, and cannot see or set your passwords. The AI’s answers about a case are stored with the case and erased with it. Problem reports are read by Casebriar staff, so please leave tenant names and complaint text out of them.

Casebriar staff read it, and it is kept so problems can be tracked over time. Before it is stored, the email addresses, phone numbers, postcodes and long numbers Casebriar recognises are replaced with "[removed]", and so are names that follow a title, such as "Mr Smith", and addresses that start with a house number, such as "12 Acacia Avenue". It cannot catch everything, so please leave out names, addresses, contact details and complaint text, and give the case reference instead. After 90 days a report no longer records who sent it; your agency and the case reference stay with it.