Reduce escalated complaints using 24-hour response
Trusted platform for fast resident complaint resolution—escalates critical issues to humans and auto-schedules new appointments when appropriate.
The 24-Hour Response platform leverages advanced AI (artificial intelligence) to automatically analyse and categorise the sentiment of every customer survey and complaint received
Proven to reduce escalations, breaches and litigations
Local authorities and housing providers face rising volumes of condition claims, set to increase further after Awaab’s Law takes effect on October 27.
With tighter budgets and greater scrutiny, delays risk costly litigation and reputational damage.
GDS compliant and fully accessible tools for your tenants
With rescheduling tools that have been designed in line with Government Digital Service (GDS) standards.
Ensuring that the resident experience is easy to use, accessible, and consistent with your broader digital triage approach.
Local authorities and housing providers face rising volumes of condition claims, set to increase further after Awaab’s Law takes effect on October 27. With tighter budgets and greater scrutiny, delays risk costly litigation and reputational damage.
24-Hour Response by four deep meets this challenge with intelligent sentiment analysis and automation—enabling organisations to prioritise and resolve complaints within 24 hours.
Escalate critical high risk cases directly to Customer Service teams
High‑risk complaints skip automation and go straight to Customer Service teams for urgent attention, quick resolution, and resident protection
Streamline low risk feedback with automated job rescheduling
Non‑urgent feedback is automatically assessed, allowing the system to efficiently reschedule without manual intervention, saving time and resources
Dissatisfied residents receive immediate communications and can easily reschedule
We analysed tens of thousands of survey responses to better understand how many critical escalations often develop into formal complaints. On average, organisations receive approximately 5% of negative responses that have the potential to escalate. The remaining 95% can usually be resolved quickly by allowing the resident to book a 'resolution' appointment.
The rescheduling tools have been designed in line with Government Digital Service (GDS) standards, ensuring that the resident experience is easy to use, accessible, and consistent with your broader digital triage approach.
Below are example screens from the resident rescheduling elements of the 24-hour response platform.
Our GDS compliant front end is easy for residents to use.
Harnessing AI for intelligent sentiment analysis
The 24-Hour Response platform leverages advanced AI (artificial intelligence) to automatically analyse and categorise the sentiment of every customer survey and complaint received. By using natural language processing, the platform can detect sentiment, urgency, frustration, or satisfaction within responses—enabling the system to flag high-risk or negative cases for immediate attention.
This innovative use of AI ensures that operational teams can proactively address critical issues, prioritise resources effectively, and deliver a more responsive, empathetic service to residents. Enabling humans to deal with critical complaints and re-triaging (automating) the rest.
Key Features
Automated survey triage: Instantly categorises and prioritises survey responses, flagging urgent issues for immediate action.
Integrated case management: Connects seamlessly with your existing systems (surveys, case management and job management), providing a unified view of each customer interaction and reducing manual data entry.
Proactive customer communication: Automatically updates customers on progress, reducing inbound queries and boosting satisfaction.
Real-time analytics: Delivers actionable insights into trends, response rates, and recurring issues, empowering data-driven improvements.
The 24-Hour response AI has been trained on thousands of tenant feedback responses and existing regulatory frameworks (including TSM, and Housing standard)
Supercharging the way your teams operate
24 Hour Response doesn’t just speed up processes—it transforms how operational teams work. By automating routine triage and documentation, your staff are freed from repetitive administrative tasks, allowing them to focus on resolving more complex or high-impact cases.
The platform’s escalation engine ensures that urgent issues are delivered directly to trades teams on the ground, enabling them to act swiftly—often resolving problems before a dissatisfied customer even considers making a formal complaint. This proactive approach reduces stress on your frontline teams, improves morale, and enables a more collaborative, solutions-focused working environment.
Why choose four deep’s 24-Hour Response platform?
Designed for high-volume environments: Built specifically for organisations managing thousands of surveys and complaints
Proven in the public sector: Developed with the needs of UK local authorities and social housing providers in mind.
Empowering your team: Frees staff from repetitive tasks to focus on complex or high-risk cases, while enabling trades teams to resolve issues before they escalate.
Scalable and compliant: Grows with your organisation and supports regulatory requirements.
Immediate impact and performance
Keep track of trends and core themes
Our Business Intelligence dashboard provides clear visibility into the issues that matter most to residents. By clustering tenant feedback, it highlights key dissatisfaction drivers—ranging from incomplete works and missed appointments to poor communication and, critically under Awaab’s Law, health and safety hazards.
The dashboard tracks complaint categories, resolution speed, and monthly escalation trends, giving operational teams the insights they need to respond faster, resolve more effectively, and prevent recurring issues. From individual complaint handling to organisation-wide operational improvements, it turns data into action, strengthening both compliance and resident trust
Seamless integration
With your existing survey, and job management systems. By leveraging a straightforward REST API model, the platform connects effortlessly to your current digital infrastructure—whether you use proprietary or off-the-shelf solutions.
This flexible approach ensures that automated triage, case management, and escalation workflows can be activated instantly, with no need for disruptive system overhauls. Integration is secure, reliable, and enables real-time data exchange, allowing your teams to benefit from automation while maintaining full control over your existing platforms.