Turn submissions into organised work.
Response Hub gives authorised teams a shared place to find and work with submitted responses. Find the right record, coordinate staff handling and keep submitted history and evidence together.
Ordinary Form responses do not require a Collection programme, respondent roster or assignment.
Work with the responses your service already collects
Open a response register for each service and environment to manage applications, requests, reports and other ordinary submissions.
Form responses and Collection programmes are separate areas within Response Hub. Ordinary Form responses do not require a Collection programme, respondent roster or assignment.
Use Collection programmes for recurring returns from expected respondents. A programme is the continuing activity; a Collection is one reporting period. Collection review is separate from configurable review workflows within a service.
- Form responsesOrdinary submissions. No Collection programme required.
- Collection programmesContinuing activities with individual reporting periods.
Find the response that matters
Search by response reference, respondent name or email. Filter by submission date, processing state, owner, team status and tags, then sort and page through the results.
Choose up to 20 answer columns to bring relevant information into the register. Work with current and historic fields, and save useful views for the lists your team returns to.
- Search, filters, sorting and pagination
- Up to 20 selected answer columns
- Current and historic fields
- Saved views
Organise operational work
Give each response an owner, organise work with tags and add dated internal notes to keep staff context alongside the record. Internal notes are for authorised team members, not respondent-facing messages.
Use New, In progress and Complete to show staff handling progress.
- New
- In progress
- Complete
Processing is different from staff handling
Automated processing status describes what the platform is doing with a submission. Staff handling status describes the operational team's work.
A processed response may still need staff attention. Successful processing does not mean the team has completed its work.
Help people who need support to complete a service
Authorised staff can start, continue and complete a response on someone's behalf, by phone or in person, including for people without an account. The person remains the owner of the response, and staff are recorded separately as the people who helped.
Share a response with a nominated helper, such as a relative or support worker, and record payments taken another way against the response. Administrators choose which staff can provide assisted digital help.
- Start on someone's behalf
- Continue a saved response
- Share with a helper
- Who helped, on the record
Understand response activity
Use filtered response summaries to understand the records in your current result set. See submitted, processing and processed counts, activity over time, field summaries and breakdowns of choice answers.
Aggregate summaries may be prepared asynchronously. Visible preparation and last-updated status help you understand whether a summary is ready and how recently it was updated. Do not treat a summary as an instant view of every new submission.
Preserve submitted history and evidence
Numbered submitted versions retain answers and the form revision needed to interpret them. Current and historic fields and amendment history help your team understand what was submitted as responses and forms change.
Review uploaded-file, image, signature and generated-document evidence alongside the response. Signature evidence does not by itself establish a legally assured signing service.
Access to retained versions and evidence remains subject to permissions and retention settings.
Export information for analysis or handoff
Export selected responses or the filtered result set as CSV or JSON. Choose the current version or all retained versions, current and historic fields, and labels or choice identifiers to suit the receiving team or analysis.
Larger exports are prepared in the background. Once preparation completes, download the ZIP file. Preparation and download are separate steps.
Keep payment and case together
Follow up outstanding fees, record payments taken another way and keep staff decisions with the response.
Keep unpaid responses and payment history together. Check payment, record another payment or waive a fee. Staff permissions, confirmed actions and an audit trail keep a clear record.
Give authorised teams the access they need
Access is controlled by library, service, environment and role. A shared working area does not mean every person can see every response, note, version or piece of evidence.
Feature availability depends on your account and deployment. Do not assume every plan includes every Response Hub capability. Talk to us to confirm access and the controls needed for your service.
Support the work that follows a submission
Applications and requests: find the right submission, assign an owner and track staff handling through to completion.
Evidence-heavy processes: keep submitted versions, amendments and supporting files together for authorised teams.
Operational reporting and handoff: use filtered summaries and scoped exports to prepare information for colleagues and downstream analysis.
Frequently asked questions
Turn your incoming submissions into organised work
Talk to us about your response volumes, operational teams, evidence and handoff requirements. Confirm which Response Hub capabilities are available for your account and deployment.