Frequently asked questions.

Software for letting agents and property managers in England that helps them answer tenant complaints. It separates a complaint into its issues, checks any legal claims against legislation.gov.uk, lists the records you need, and drafts the reply once you've decided each issue.

No. It checks the legal claims in a complaint against the text on legislation.gov.uk and says what it could and couldn't establish. Where it can't support a claim it says so rather than guessing. You make the decisions, and the reply is yours.

Written complaints from tenants about a property in England: repairs and damp, fitness for habitation, deposits, fees, rent increases, gas and electrical safety, smoke alarms, access, harassment and eviction, landlord details, and the Renters' Rights Act 2025. Anything outside those is still separated and listed for you to decide, without a legal check.

Nothing in the legislation Casebriar checked supports that legal claim. It doesn't mean the tenant is wrong. It means you shouldn't repeat the claim back as fact either way.

England only. Housing law is different in Wales, Scotland and Northern Ireland, so Casebriar doesn't analyse complaints about properties there.

Pay as you go is £15 a complaint. Monthly plans are £49 for five complaints or £99 for fifteen, with extra complaints at £15. There is no charge per user. While Casebriar is in early access we also offer a small number of free pilot places; we review each request and usually reply within two working days.

Letting agents, property managers and complaint handlers who deal with tenant complaints about properties in England. Anyone can sign up for a plan; pilot places are limited, and we review each request so the pilot stays small enough for us to support properly.

Yes. The sample case opens a prepared complaint so you can click through every step, with no account needed: use "See a sample case" on the home page. It can't run new complaints.

Use anonymised complaints, read every reply before it goes out, and tell us what's confusing, missing or slow. That's it.

Forward them to your agency's own Casebriar address (it works with Gmail and Outlook forwarding), or paste the text into a new case.

A complaint Casebriar hasn't seen before usually takes three to four minutes, because it looks up and checks every legal point. You can do something else while it runs.

Yes. Save two or three replies you've sent before, with names taken out, and every acknowledgement and reply uses your greeting, sign-off and tone. It never copies facts or legal wording from them.

Yes. Managers set the working days to acknowledge and respond, your internal review step, and your redress scheme's details. They're used on every case and in every reply.

Yes: PDFs and photos (JPEG, PNG, WebP). Casebriar reads each one once and writes a short note of what it shows, for you to check.

Only people in your agency. Team members see the cases assigned to them and managers see every case in the agency. Casebriar staff can't open your cases, and complaint content is erased automatically after your agency's retention period.

Complaint content, notes and attached files are erased automatically after your agency's retention period (90 days unless agreed otherwise), or straight away if you choose "Erase case content now".

No. Complaints are analysed with Anthropic's Claude models through its commercial API, and under Anthropic's commercial terms API data isn't used to train its models. We don't use your complaints to train anything either.

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