Features
Built around how a complaint should be handled.
Acknowledge, investigate, decide, respond, and tell the tenant how to escalate. Casebriar gives each stage its own task, so nothing is skipped and nothing is guessed.
Intake
Complaints arrive as cases, not buried emails.
Each agency has its own Casebriar forwarding address. Forward a complaint from your inbox, or set up automatic forwarding, and each email becomes a case with a reference. You can also paste a complaint in directly.
- Works with Gmail and Outlook forwarding
- Auto-replies and empty emails are ignored
- Long email chains are trimmed to the newest part
New
Analysis
Every issue separated, every legal claim checked.
Casebriar splits a complaint into its issues and groups them: safety and condition, money and charges, conduct and handling. For each legal claim it fetches the provision from legislation.gov.uk and checks that the words exist, apply in England and were in force at the time.
- Repairs, fitness for habitation and hazards
- Deposits, fees and rent increases
- Gas, electrical and smoke alarm safety
- Harassment, eviction, access and notices
- The Renters' Rights Act 2025
Deadlines
Acknowledged on time, every time.
Set your procedure's deadlines once. Every case shows the acknowledge-by and respond-by dates in working days from the day the complaint arrived, with the acknowledgement already written: who's handling it and when the full response will come.
- Weekends skipped automatically
- Overdue acknowledgements flagged
- The date you sent it recorded on the case
Evidence
The right records, not every record.
Each issue comes with a short checklist of what to look for in your own files. Tick what you have and note what it shows. Attach a PDF or photo, whether a certificate, an invoice or a notice, and Casebriar reads it once and writes the note for you to check.
- PDF, JPEG, PNG and WebP
- Notes go into the reply as fact, only once you've checked them
- Files are erased with the case
Decisions and reply
You decide. Casebriar writes it up, in your voice.
Choose an outcome for each issue. When every issue has a decision, the reply is drafted from your decisions and notes, one part per issue, ending with your internal review step and your redress scheme's details, taken from your settings so they're exactly right.
- Upheld, partly upheld, not upheld, more information, escalate
- Leave out any legal point you disagree with
- Your greeting, sign-off and tone from past replies you save
What's your decision on this issue?
We fell short. The reply says so and what we will do.
Also included
The rest of what comes with every account.
Team and roles
Team members see their own cases; managers see all of them and reassign.
Retention
Complaint content is erased after your agency's retention period, or straight away on request.
England only
Complaints about properties elsewhere are flagged, not analysed with the wrong law.
Help built in
Answers inside the app, and a real person at support@casebriar.com.
Got a complaint waiting? Try Casebriar on that one.
Plans start at £15 a complaint, with no charge per user. Free pilot places are available while Casebriar is in early access.