Raise a Case
NewLiveWeb and the mobile appReleased 6 Jul 2026
Raise a case for anything that needs following through, such as an incident or a complaint, by hand or automatically from a form.
See it in action
Raise a case
What it does
- Report a case with a type, title, description and severity, and link the client it is about.
- Let a form submission open a case on its own, such as a safeguarding incident report.
- Work the queue from open, overdue, due-soon and pending tiles.
- Follow each case's next step, who holds it and its history of updates.
- Track time to acknowledge, time to close and on-time rate by severity.
- Who it’s for
- Managers · Coordinators · Support workers
- Works on
- Web and the mobile app
- Status
- Live · New
- Included in
- Every plan
- Released
- 6 Jul 2026
Why it matters
Every Incident Followed Through to a Defensible Close
Raise a case from a form submission or by hand, route it by case type, escalate it when it stalls, and close it with a record that stands up to scrutiny.
A form submission tells you something happened. It does not tell you who picked it up, whether anyone reviewed it, or what was decided. In most organisations that part lives in an inbox, a spreadsheet and somebody's memory — and when a regulator asks for the file six months later, reconstructing it takes days.
Read+Respond turns that follow-through into a case. Case types define the work: an ordered set of phases and steps, each with an action (acknowledge, approve, fill a form, do a task, hand off, close), the roles that can claim it, and how long it has. A case can be opened by hand, or opened automatically when a matching form is submitted — and routing rules read the answers on that form to set the severity and the first assignee before anyone has touched it.
When a step goes quiet, an escalation ladder takes over. Each rung waits a set number of minutes, then notifies the next role or named person, and the ladder is pinned onto the case when it opens — so reconfiguring the policy later never rewrites what an open case was promised. Everything that happens lands in one thread of system events and human posts, hash-chained end to end: posts can be retracted but never edited, and the case can be exported as an internal audit bundle or an external regulator bundle with a "chain verified" check on the front.
The metrics page then answers the question a board actually asks. How many cases opened and closed, what share were resolved on time, how long acknowledgement takes, how long closing takes, which queues are carrying the load, and which cases are stuck with nobody working them.