Merge tag 'v3.1' into fiksgatami-devfiksgatami-dev

18 files changed, 414 insertions, 222 deletions

diff --git a/docs/Gemfile b/docs/Gemfile
index 62a36141d..53aaf9102 100644
--- a/docs/Gemfile
+++ b/docs/Gemfile
@@ -2,7 +2,3 @@ source 'https://rubygems.org'
 
 gem 'github-pages'
 
-# https://github.com/RobertDeRose/jekyll-livereload/
-group :jekyll_plugins do
-    gem 'jekyll-livereload'
-end
diff --git a/docs/Gemfile.lock b/docs/Gemfile.lock
index ed1962744..995dc2e3e 100644
--- a/docs/Gemfile.lock
+++ b/docs/Gemfile.lock
@@ -1,12 +1,12 @@
 GEM
   remote: https://rubygems.org/
   specs:
-    activesupport (6.0.2.1)
+    activesupport (6.0.3.4)
       concurrent-ruby (~> 1.0, >= 1.0.2)
       i18n (>= 0.7, < 2)
       minitest (~> 5.1)
       tzinfo (~> 1.1)
-      zeitwerk (~> 2.2)
+      zeitwerk (~> 2.2, >= 2.2.2)
     addressable (2.7.0)
       public_suffix (>= 2.0.2, < 5.0)
     coffee-script (2.4.1)
@@ -16,38 +16,39 @@ GEM
     colorator (1.1.0)
     commonmarker (0.17.13)
       ruby-enum (~> 0.5)
-    concurrent-ruby (1.1.6)
-    dnsruby (1.61.3)
-      addressable (~> 2.5)
-    em-websocket (0.5.1)
+    concurrent-ruby (1.1.7)
+    dnsruby (1.61.4)
+      simpleidn (~> 0.1)
+    em-websocket (0.5.2)
       eventmachine (>= 0.12.9)
       http_parser.rb (~> 0.6.0)
     ethon (0.12.0)
       ffi (>= 1.3.0)
     eventmachine (1.2.7)
     execjs (2.7.0)
-    faraday (1.0.0)
+    faraday (1.1.0)
       multipart-post (>= 1.2, < 3)
-    ffi (1.12.2)
+      ruby2_keywords
+    ffi (1.13.1)
     forwardable-extended (2.6.0)
     gemoji (3.0.1)
-    github-pages (204)
+    github-pages (209)
       github-pages-health-check (= 1.16.1)
-      jekyll (= 3.8.5)
+      jekyll (= 3.9.0)
       jekyll-avatar (= 0.7.0)
       jekyll-coffeescript (= 1.1.1)
       jekyll-commonmark-ghpages (= 0.1.6)
       jekyll-default-layout (= 0.1.4)
-      jekyll-feed (= 0.13.0)
+      jekyll-feed (= 0.15.1)
       jekyll-gist (= 1.5.0)
       jekyll-github-metadata (= 2.13.0)
-      jekyll-mentions (= 1.5.1)
+      jekyll-mentions (= 1.6.0)
       jekyll-optional-front-matter (= 0.3.2)
       jekyll-paginate (= 1.1.0)
       jekyll-readme-index (= 0.3.0)
-      jekyll-redirect-from (= 0.15.0)
+      jekyll-redirect-from (= 0.16.0)
       jekyll-relative-links (= 0.6.1)
-      jekyll-remote-theme (= 0.4.1)
+      jekyll-remote-theme (= 0.4.2)
       jekyll-sass-converter (= 1.5.2)
       jekyll-seo-tag (= 2.6.1)
       jekyll-sitemap (= 1.4.0)
@@ -55,7 +56,7 @@ GEM
       jekyll-theme-architect (= 0.1.1)
       jekyll-theme-cayman (= 0.1.1)
       jekyll-theme-dinky (= 0.1.1)
-      jekyll-theme-hacker (= 0.1.1)
+      jekyll-theme-hacker (= 0.1.2)
       jekyll-theme-leap-day (= 0.1.1)
       jekyll-theme-merlot (= 0.1.1)
       jekyll-theme-midnight (= 0.1.1)
@@ -66,13 +67,14 @@ GEM
       jekyll-theme-tactile (= 0.1.1)
       jekyll-theme-time-machine (= 0.1.1)
       jekyll-titles-from-headings (= 0.5.3)
-      jemoji (= 0.11.1)
-      kramdown (= 1.17.0)
+      jemoji (= 0.12.0)
+      kramdown (= 2.3.0)
+      kramdown-parser-gfm (= 1.1.0)
       liquid (= 4.0.3)
       mercenary (~> 0.3)
       minima (= 2.5.1)
       nokogiri (>= 1.10.4, < 2.0)
-      rouge (= 3.13.0)
+      rouge (= 3.23.0)
       terminal-table (~> 1.4)
     github-pages-health-check (1.16.1)
       addressable (~> 2.3)
@@ -80,20 +82,20 @@ GEM
       octokit (~> 4.0)
       public_suffix (~> 3.0)
       typhoeus (~> 1.3)
-    html-pipeline (2.12.3)
+    html-pipeline (2.14.0)
       activesupport (>= 2)
       nokogiri (>= 1.4)
     http_parser.rb (0.6.0)
     i18n (0.9.5)
       concurrent-ruby (~> 1.0)
-    jekyll (3.8.5)
+    jekyll (3.9.0)
       addressable (~> 2.4)
       colorator (~> 1.0)
       em-websocket (~> 0.5)
       i18n (~> 0.7)
       jekyll-sass-converter (~> 1.0)
       jekyll-watch (~> 2.0)
-      kramdown (~> 1.14)
+      kramdown (>= 1.17, < 3)
       liquid (~> 4.0)
       mercenary (~> 0.3.3)
       pathutil (~> 0.9)
@@ -113,17 +115,14 @@ GEM
       rouge (>= 2.0, < 4.0)
     jekyll-default-layout (0.1.4)
       jekyll (~> 3.0)
-    jekyll-feed (0.13.0)
+    jekyll-feed (0.15.1)
       jekyll (>= 3.7, < 5.0)
     jekyll-gist (1.5.0)
       octokit (~> 4.2)
     jekyll-github-metadata (2.13.0)
       jekyll (>= 3.4, < 5.0)
       octokit (~> 4.0, != 4.4.0)
-    jekyll-livereload (0.2.2)
-      em-websocket (~> 0.5)
-      jekyll (~> 3.0)
-    jekyll-mentions (1.5.1)
+    jekyll-mentions (1.6.0)
       html-pipeline (~> 2.3)
       jekyll (>= 3.7, < 5.0)
     jekyll-optional-front-matter (0.3.2)
@@ -131,14 +130,15 @@ GEM
     jekyll-paginate (1.1.0)
     jekyll-readme-index (0.3.0)
       jekyll (>= 3.0, < 5.0)
-    jekyll-redirect-from (0.15.0)
+    jekyll-redirect-from (0.16.0)
       jekyll (>= 3.3, < 5.0)
     jekyll-relative-links (0.6.1)
       jekyll (>= 3.3, < 5.0)
-    jekyll-remote-theme (0.4.1)
+    jekyll-remote-theme (0.4.2)
       addressable (~> 2.0)
       jekyll (>= 3.5, < 5.0)
-      rubyzip (>= 1.3.0)
+      jekyll-sass-converter (>= 1.0, <= 3.0.0, != 2.0.0)
+      rubyzip (>= 1.3.0, < 3.0)
     jekyll-sass-converter (1.5.2)
       sass (~> 3.4)
     jekyll-seo-tag (2.6.1)
@@ -155,8 +155,8 @@ GEM
     jekyll-theme-dinky (0.1.1)
       jekyll (~> 3.5)
       jekyll-seo-tag (~> 2.0)
-    jekyll-theme-hacker (0.1.1)
-      jekyll (~> 3.5)
+    jekyll-theme-hacker (0.1.2)
+      jekyll (> 3.5, < 5.0)
       jekyll-seo-tag (~> 2.0)
     jekyll-theme-leap-day (0.1.1)
       jekyll (~> 3.5)
@@ -190,11 +190,14 @@ GEM
       jekyll (>= 3.3, < 5.0)
     jekyll-watch (2.2.1)
       listen (~> 3.0)
-    jemoji (0.11.1)
+    jemoji (0.12.0)
       gemoji (~> 3.0)
       html-pipeline (~> 2.2)
       jekyll (>= 3.0, < 5.0)
-    kramdown (1.17.0)
+    kramdown (2.3.0)
+      rexml
+    kramdown-parser-gfm (1.1.0)
+      kramdown (~> 2.0)
     liquid (4.0.3)
     listen (3.2.1)
       rb-fsevent (~> 0.10, >= 0.10.3)
@@ -205,23 +208,25 @@ GEM
       jekyll (>= 3.5, < 5.0)
       jekyll-feed (~> 0.9)
       jekyll-seo-tag (~> 2.1)
-    minitest (5.14.0)
+    minitest (5.14.2)
     multipart-post (2.1.1)
-    nokogiri (1.10.8)
+    nokogiri (1.10.10)
       mini_portile2 (~> 2.4.0)
-    octokit (4.16.0)
+    octokit (4.19.0)
       faraday (>= 0.9)
       sawyer (~> 0.8.0, >= 0.5.3)
     pathutil (0.16.2)
       forwardable-extended (~> 2.6)
     public_suffix (3.1.1)
-    rb-fsevent (0.10.3)
+    rb-fsevent (0.10.4)
     rb-inotify (0.10.1)
       ffi (~> 1.0)
-    rouge (3.13.0)
-    ruby-enum (0.7.2)
+    rexml (3.2.4)
+    rouge (3.23.0)
+    ruby-enum (0.8.0)
       i18n
-    rubyzip (2.2.0)
+    ruby2_keywords (0.0.2)
+    rubyzip (2.3.0)
     safe_yaml (1.0.5)
     sass (3.7.4)
       sass-listen (~> 4.0.0)
@@ -231,22 +236,26 @@ GEM
     sawyer (0.8.2)
       addressable (>= 2.3.5)
       faraday (> 0.8, < 2.0)
+    simpleidn (0.1.1)
+      unf (~> 0.1.4)
     terminal-table (1.8.0)
       unicode-display_width (~> 1.1, >= 1.1.1)
     thread_safe (0.3.6)
-    typhoeus (1.3.1)
+    typhoeus (1.4.0)
       ethon (>= 0.9.0)
-    tzinfo (1.2.6)
+    tzinfo (1.2.7)
       thread_safe (~> 0.1)
-    unicode-display_width (1.6.1)
-    zeitwerk (2.2.2)
+    unf (0.1.4)
+      unf_ext
+    unf_ext (0.0.7.7)
+    unicode-display_width (1.7.0)
+    zeitwerk (2.4.0)
 
 PLATFORMS
   ruby
 
 DEPENDENCIES
   github-pages
-  jekyll-livereload
 
 BUNDLED WITH
-   1.16.1
+   1.17.2
diff --git a/docs/_includes/admin-tasks-content.md b/docs/_includes/admin-tasks-content.md
index 7e3d47efe..410caf272 100644
--- a/docs/_includes/admin-tasks-content.md
+++ b/docs/_includes/admin-tasks-content.md
@@ -4,9 +4,11 @@
 
 <img alt="When you're logged in as an administrator the 'admin' button is in the navigation menu" src="/assets/img/pro-user-guide/navigating-as-pro-staff.png" class="admin-screenshot" />
 
-If your Administrator has already given you staff permissions, you’ll see additional admin button
-on the top menu when you’re logged in. If not, your Administrator can add these permissions at
-any time: see ‘[Creating a Staff Account](#adminstrating-staff-accounts)’.
+If your Administrator has already given you staff permissions, you may see
+additional admin button on the top menu when you’re logged in. If not, your
+access may be only in the frontend (e.g. moderation does not require any
+backend admin access), or your Administrator can add these permissions at any
+time: see ‘[Creating a Staff Account](#adminstrating-staff-accounts)’.
 </div>
 
 <div class="admin-task" markdown="1" id="viewing-reports-your-area">
@@ -18,14 +20,15 @@ any time: see ‘[Creating a Staff Account](#adminstrating-staff-accounts)’.
 If you want to view everything that’s been reported within the council area, here’s the quickest
 way.
 
-Click on ‘all reports’ in the top menu. You’ll see the boundaries of your council area on the map,
-and a list of all reports listed, with the most recent reports at the top, on the left hand panel.
+Click on ‘all reports’ in the top menu. You’ll see the boundaries of your
+council area on the map, and a list of all reports listed, with the most
+recently updated reports at the top, in the left hand panel.
 
 <img alt="Click all reports in the top menu to view all reports in an area" src="/assets/img/pro-user-guide/viewing-reports-your-area.png" class="admin-screenshot" />
 
 Note that staff members can be allocated one or more category (e.g. potholes, streetlights, etc) by
 the Administrator — see ‘[Creating a Staff Account](#adminstrating-staff-accounts)’ for more details. When logged in, these staff
-members will see reports within these categories by default.
+members will only see reports within those categories by default.
 
 </div>
 
@@ -111,25 +114,16 @@ to access the full report admin editing page.
 
 <div class="admin-task" markdown="1" id="search-user">
 
-### Searching for a user
+### User admin
 
 <span class="admin-task__permissions">Permissions required: User must be marked
 as staff; “Edit users' details/search for their reports” must be ticked</span>
 
-Click on ‘admin’ in the top menu bar.
-
-Enter any part of the user’s name or email address in the ‘Search users’ box.
-
-</div>
-
-<div class="admin-task" markdown="1" id="editing-users-information">
-
-### Editing a user’s information
-
-<span class="admin-task__permissions">Permissions required: User must be marked as staff; "Edit users' details/search for their reports" must be ticked.</span>
-
-Click on ‘Edit’ beside any user to view or change their account details.
-Or, click the user’s email address to view a list of all reports and updates made by that user.
+In the admin, enter any part of the user’s name or email address in the ‘Search
+users’ box. You may click on ‘Edit’ beside any user to view or change their
+account details, click the user’s email address to view a list of all reports
+and updates made by that user, or click ‘Timeline’ to see a timeline of that
+user’s activities on the site.
 
 </div>
 
@@ -153,20 +147,22 @@ recognition of your staff role.
 
 <div class="admin-task" markdown="1" id="create-reports-behalf-user">
 
-### Creating reports on behalf of another user/ the council
+### Creating reports/ updates on behalf of another user/ the council
 
 <span class="admin-task__permissions">Permissions required: User must be marked
-as staff; one or more of ‘Create reports/updates on a user's behalf’, ‘Create
-reports/updates as anonymous user’ and ‘Create reports/updates as the council’
-must be ticked.</span>
-
-If a resident makes a report by phone or in person, staff members with the appropriate
-permissions can add it to FixMyStreet on their behalf. The report may bear the resident’s name; or
-it may be anonymous (i.e. the report-maker’s name is not published on the site, but will still be
-available in the admin interface). Alternatively, reports can be made as if from the council itself.
-In such cases, staff should make a new report just as a member of the public would — see ‘[The
+as staff; optionally, one or more of ‘Create reports/updates on a user's
+behalf’, ‘Create reports/updates as anonymous user’ and ‘Create reports/updates
+as the council’ can be ticked.</span>
+
+If a resident makes a report or update by phone or in person, staff members
+with the appropriate permissions can add it to FixMyStreet on their behalf. The
+report will be anonymous on the site, but the resident’s name will still be
+available in the admin interface. Reports can also be made as if from the
+council.
+
+Staff should make a new report just as a member of the public would — see ‘[The
 citizen’s experience](/pro-manual/citizens-experience/)'. Those with the appropriate permissions will see a dropdown box in
-the report-making interface, labeled ‘Report As’. Select ‘the council’, ‘yourself’, ‘anonymous’ or
+the report-making interface, labeled ‘Report As’. Select either the council, ‘yourself’, ‘anonymous’ or
 ‘another user’.
 
 If a user has the ‘Default to creating reports/update as the council’
@@ -174,6 +170,12 @@ permission then the dropdown will default to reporting as the council.
 Staff with the ’Markup problem details’ permission will also default to
 reporting as the council.
 
+When a staff member makes an update on the site, it will not be publicly
+displayed with the staff member’s name, but the name of the body to which the
+user is attached. Staff members with the ‘See user detail for reports created
+as the council’ permission will be able to see the staff user’s name on the
+report or update, but other staff and the public will not.
+
 </div>
 
 
@@ -356,6 +358,9 @@ If ‘Create reports/updates as the council’ is ticked in the staff user’s a
 updates will be labeled as from the council rather than the staff member’s name. For the sake of
 staff privacy, this is usually preferable.
 
+Staff with appropriate permissions can also attach an image to the update, which will then be
+displayed publicly alongside the text update.
+
 This option is also available via the general 'Update' box under the main report.
 
 #### Requests for more information
@@ -523,11 +528,36 @@ maintenance) to a staff user by editing the user and checking the relevant categ
 staff user, when logged in, will then only see reports within those categories. This is useful where a
 staff user only deals with reports of a specific type.
 
+#### Removing staff status from accounts
+
+To remove the staff status from an account visit the user page and
+uncheck the ‘staff’ checkbox. To prevent a user from logging in uncheck
+the ‘email verified’ checkbox.
+
+You can do this in bulk on the Users screen by selecting the checkbox
+next to the user's name on the users page, selecting the ‘Remove staff
+permission’ checkbox and clicking submit.
+
+Note that if a user has access to the email address associated with an
+account they can re-enable their account, but will not have staff
+permissions.
+
 #### Removing accounts
 
 To remove an account, the Administrator-level member of staff should make contact with
 mySociety.
 
+#### Two-factor authentication
+
+Any staff user can choose to set up two-factor authentication on their account.
+To do this, they will need an app on their phone that can generate time-based
+authentication keys, such as Google Authenticator or a password manager. Then.
+they can visit their account page on the site and select ‘Activate two-factor
+authentication’ to receive a QR code to scan with the app.
+
+If you wish your organisation to have mandated two-factor authentication,
+please get in touch.
+
 </div>
 
 <div class="admin-task" markdown="1" id="creating-editing-categories">
@@ -538,9 +568,11 @@ mySociety.
 
 #### Note
 
-If your FixMyStreet Pro installation has been integrated with a CRM system, this
-section does not apply. In such cases, categories are managed from within the CRM, and
-FixMyStreet will be set up to work with these.
+If your FixMyStreet Pro installation has been integrated with a CRM system,
+this section might not fully apply; it is possible categories are managed from
+within the CRM, and FixMyStreet will be set up to work with these. Some
+installations only integrate on some categories, and some sections such as form
+disabling can still be used on top of an integration.
 
 </div>
 
@@ -560,17 +592,27 @@ and staff users — can filter reports when viewing them on the site.
 From the Admin menu, click on ‘Categories’. You’ll see a table of existing categories, and below
 that, a form by which you can create new ones.
 
-
 Input a title for the category, and the email address to which reports in that category should be
 forwarded. When creating a category, these are the only fields required.
 
 You can also choose a variety of options – whether to automatically hide any
 reports made in this category, whether to prevent form submission when this
-category is selected, or what parent category or categories a particular
-category is in. See below for information on <a
+category is selected, whether updates are allowed on reports in this category,
+whether members of the public can reopen fixed/closed reports in this category,
+or what parent category or categories a particular category is in. See below
+for information on <a
 href="#creating-editing-notices">creating/editing extra notices and
 questions</a> for a category.
 
+You may also be able to configure categories to allow anonymous
+reporting if you have this option available. If this is not available then
+contact us to discuss it.
+
+Categories can be made ‘staff only’, where they are only available to logged-in
+members of staff, not members of the public. This could be used for e.g.
+contact centre staff to leave reports in categories that you still want to be
+phoned in.
+
 You can set up as many or as few categories as you like, and each category can have its own email
 address attached to it, so for example, reports about potholes may go to one council email
 address, while reports about road signs go to another. More than one category may share the
@@ -636,6 +678,50 @@ selected. This can be used to provide extra information about the category,
 point specific cases elsewhere (e.g. a phone number for urgent enquiries), or
 anything else you think the reporter may find useful.
 
+##### HTML content in notices
+
+Sometimes it can be helpful to use different text formatting or include images
+in the notices shown to users. You could, for example, include photos that
+illustrate the sorts of issues users should report in a particular category.
+
+<img alt="Screenshot illustrating how the notice can include guidance for the user as well as a comparison photo."
+    src="/assets/img/pro-user-guide/blocked-drains-guidance.png" class="admin-screenshot" />
+
+The **Notice text** field allows you to include HTML tags to apply text
+formatting, add links, or include images in the notice shown to the user. The
+above notice was generated from this HTML:
+
+```html
+We take different action depending on how a drain is blocked.<br>
+
+<span style="font-weight: normal">A blockage on the surface of a drain could be caused by leaves or litter. These blockages can usually be cleared by carrying out street sweeping.</span><br>
+
+<img src="https://www.borsetshire.gov.uk/images/BlockedDrainExamples.jpeg" alt="Compared with a surface blockage, an internal blockage could be caused by leaves, mud, or stones and need specialist equipment.">
+
+```
+
+The following HTML tags are allowed for use:
+
+ - `p`
+ - `ul`
+ - `ol`
+ - `li`
+ - `br`
+ - `b`
+ - `i`
+ - `strong`
+ - `em`
+ - `a`
+   - The following attributes are allowed: `href`, `style`, `target="_blank"`, `title`
+ - `img`
+   - The following attributes are allowed: `src`, `alt`, `width`, `height`, `hspace`, `vspace`, `align`, `sizes`, `srcset`
+   - **NB** The `alt` attribute is required if you're giving information only present in the image.
+ - `span`
+   - The following attributes are allowed: `style`
+
+Any other tags or attributes not allowed by the above list will be stripped out
+when you save your changes on the form.
+
 #### Questions
 
 A question can ask the user to provide some specific additional information
@@ -761,6 +847,19 @@ Click on ‘Templates’ in the admin menu. You will see a table of existing tem
 beside the status you wish to change. You may alter any of the fields as described in the section
 above, ‘Creating a template’. Additionally you can delete the template from this page.
 
+
+#### HTML content in templates
+
+HTML tags are permitted in response templates, which makes it possible to include
+hyperlinks or rich text formatting in the updates which are added to reports.
+
+Be aware that response templates are emailed to users as well as being shown on
+the site, so it's best to keep any HTML formatting quite light-touch due to the
+quirks of email clients' rendering of HTML message.
+
+Refer to the section ["HTML Content in notices"](#html-content-in-notices) above for details of
+what tags and attributes are allowed.
+
 </div>
 
 <div class="admin-task" markdown="1" id="view-statistics">
@@ -769,12 +868,13 @@ above, ‘Creating a template’. Additionally you can delete the template from
 
 <span class="admin-task__permissions">Permissions required: User must be marked as staff</span>
 
-When you first log in to the Admin area, you’ll see some top-level stats at the foot of the page,
-including the number of reports published on the site, the number of updates, the number of
-alerts set up and the number of user questionnaires sent out. This can be useful for a quick
-snapshot of activity.
+When you log in to the Admin area and click Stats in the admin navigation,
+you’ll see some top-level statistics, including the number of reports published
+on the site, the number of updates, and the number of alerts set up. This can
+be useful for a quick snapshot of activity.
 
-For a more detailed breakdown, visit the stats dashboard. This can be accessed by typing
+For a more detailed breakdown, visit the stats dashboard. This can be accessed
+by going to "Summary statistics" from the admin stats page, or by typing
 ‘/dashboard’ on the end of your FixMyStreet url.
 
 From here, you can access statistics on:
@@ -796,6 +896,33 @@ You can also group the results by:
 Android device or via an iOS device).
 
 These statistics can be downloaded as a CSV document, suitable for use in a spreadsheet program
-such as Excel.
+such as Excel or your own reporting tools.
+
+#### Importing dashboard data automatically
+
+You may wish to automatically import data from the dashboard into your system on a regular basis.
+Once you set your chosen criteria on the dashboard page, make a note of the URL of the "Reports"
+or "Updates" link in the "Export as CSV" section.
+Then you should generate an access token by visiting your account page and then "Security" and
+generating a token from there.
+
+You can then specify that token either by appending it to the URL as an `access_token` parameter,
+or including it as an `Authorization: Bearer <token>` HTTP header in the request from your system.
+
+The `export` must be present in the URL, and controls how the CSV is generated.
+Reports can take some time to generate, so there are two different values for the parameter:
+
+ - `export=1`: the response will wait until the file is ready and then provide it
+ - `export=2` (the default): you will immediately get a 202 HTTP response with a redirect to the location where the file will be once it has finished processing. This is more robust.
+
+#### Heatmap
+
+Also accessible from the admin stats page is our heatmap. This can provide an
+overview of reporting in your area, filtered by state, category, or ward, for a
+particular date range:
+
+<img alt="Screenshot of Bromley heatmap showing clusters in the north and north west."
+    src="https://user-images.githubusercontent.com/4776/72752804-0eb6b700-3bbb-11ea-915b-5afde5235014.png">
+
 
 </div>
diff --git a/docs/_includes/footer.html b/docs/_includes/footer.html
index 25ffa94a7..5f215cf8f 100644
--- a/docs/_includes/footer.html
+++ b/docs/_includes/footer.html
@@ -25,7 +25,7 @@
             <div class="col-sm-3">
                 <div class="mysoc-footer__donate">
                     <p>Your donations keep this site and others like it running</p>
-                    <a href="https://www.mysociety.org/donate?utm_source=fixmystreet.org&utm_content=footer+donate+now&utm_medium=link&utm_campaign=mysoc_footer" class="mysoc-footer__donate__button">Donate now</a>
+                    <a href="https://www.mysociety.org/donate?utm_source=fixmystreet.org&amp;utm_content=footer+donate+now&amp;utm_medium=link&amp;utm_campaign=mysoc_footer" class="mysoc-footer__donate__button">Donate now</a>
                 </div>
             </div>
 
@@ -37,14 +37,21 @@
                 <div class="mysoc-footer__orgs">
                     <p class="mysoc-footer__org">
                         Built by
-                        <a href="https://www.mysociety.org?utm_source=fixmystreet.org&utm_content=footer+logo&utm_medium=link&utm_campaign=mysoc_footer" class="mysoc-footer__org__logo mysoc-footer__org__logo--mysociety">mySociety</a>
+                        <a href="https://www.mysociety.org?utm_source=fixmystreet.org&amp;utm_content=footer+logo&amp;utm_medium=link&amp;utm_campaign=mysoc_footer" class="mysoc-footer__org__logo mysoc-footer__org__logo--mysociety">mySociety</a>
                     </p>
                 </div>
             </div>
 
             <div class="col-sm-4">
                 <div class="mysoc-footer__legal">
-                    <p>mySociety Limited is a project of UK Citizens Online Democracy, a registered charity in England and Wales. For full details visit <a href="https://www.mysociety.org?utm_source=fixmystreet.org&utm_content=footer+full+legal+details&utm_medium=link&utm_campaign=mysoc_footer">mysociety.org</a>.</p>
+                    <p>
+                        <a href="https://www.mysociety.org?utm_source=fixmystreet.org&amp;utm_content=footer+full+legal+details&amp;utm_medium=link&amp;utm_campaign=mysoc_footer">mySociety</a>
+                        is a registered charity in England and Wales (1076346)
+                        and a limited company (03277032). We provide commercial
+                        services through our wholly owned subsidiary
+                        <a href="https://www.societyworks.org?utm_source=fixmystreet.org&amp;utm_content=footer+full+legal+details&amp;utm_medium=link&amp;utm_campaign=mysoc_footer">SocietyWorks Ltd</a>
+                        (05798215).
+                    </p>
                 </div>
             </div>
 
diff --git a/docs/_layouts/pro-print.html b/docs/_layouts/pro-print.html
index 4437007f4..cda9c1129 100644
--- a/docs/_layouts/pro-print.html
+++ b/docs/_layouts/pro-print.html
@@ -4,7 +4,7 @@ layout: pro
 
 <div class="user-guide-cover">
   <h1 class="user-guide-title">FixMyStreet Pro User Guide</h1>
-  <p>Available from http://fixmystreet.com/pro/user-guide</p>
+  <p>Available from <a href="https://www.fixmystreet.com/pro-manual/">fixmystreet.com/pro-manual</a></p>
 </div>
 
 {% assign sorted_pages = (site.pages | where: "user-guide" , "true" | sort:"order" ) %}
@@ -17,4 +17,4 @@ layout: pro
 
 </div>
 
-{% endfor %}
\ No newline at end of file
+{% endfor %}
diff --git a/docs/_layouts/pro.html b/docs/_layouts/pro.html
index d79163989..b16010269 100644
--- a/docs/_layouts/pro.html
+++ b/docs/_layouts/pro.html
@@ -2,70 +2,71 @@
 <html lang="en">
   <head>
     <meta charset="utf-8">
-    <title>{{ page.title }} | FixMyStreet Platform | mySociety</title>
+    <meta name="viewport" content="initial-scale=1">
+    <title>{{ page.title }} – SocietyWorks</title>
+    <link rel="dns-prefetch" href="//fonts.googleapis.com" />
+    <link rel="stylesheet" id="google-fonts-css"  href="https://fonts.googleapis.com/css2?family=Lato:wght@400;700&family=Lora:wght@700&display=swap" type="text/css" media="all" />
     <link rel="stylesheet" href="{{ "/assets/css/fixmystreet-org.css" | absolute_url }}">
     <link rel="stylesheet" href="{{ "/assets/css/fixmystreet-pro.css" | absolute_url }}">
     <link rel="stylesheet" href="{{ "/assets/css/fixmystreet-pro-print.css" | absolute_url }}" media="print">
-    <link rel="stylesheet" href="https://www.fixmystreet.com/pro/wp-content/themes/fixmystreet-pro/assets/css/main.css" />
+    <link rel="stylesheet" href="https://www.societyworks.org/wp-content/themes/fixmystreet-pro/assets/css/main.css" />
     <link href="{{ "/atom.xml" | absolute_url }}" rel="alternate" title="FixMyStreet Platform" type="application/atom+xml">
-    <meta name="viewport" content="initial-scale=1">
-    <link rel="stylesheet" id="google-fonts-css" href="https://fonts.googleapis.com/css?family=Rubik%3A400%2C500%2C700&amp;ver=4.9.4" type="text/css" media="all">
     <!--[if lt IE 9]>
     <script src="//html5shiv.googlecode.com/svn/trunk/html5.js"></script>
     <![endif]-->
     <script type="text/javascript" src="{{ "/assets/vendor/jquery.min.js" | absolute_url }}"></script>
     <script type="text/javascript" src="{{ "/assets/vendor/jquery-migrate.min.js" | absolute_url }}"></script>
-    <script type="text/javascript" src="https://www.fixmystreet.com/pro/wp-content/themes/fixmystreet-pro/assets/javascript/bootstrap.min.js"></script>
-    <script type="text/javascript" src="https://www.fixmystreet.com/pro/wp-content/themes/fixmystreet-pro/assets/javascript/main.js"></script>
+    <script type="text/javascript" src="https://www.societyworks.org/wp-content/themes/fixmystreet-pro/assets/javascript/bootstrap.min.js"></script>
+    <script type="text/javascript" src="https://www.societyworks.org/wp-content/themes/fixmystreet-pro/assets/javascript/main.js"></script>
   </head>
   <body{% if page.bodyclass %} class="{{ page.bodyclass }}"{% endif %}>
 
-  
-    <div class="ms-header">
-        <div class="container">
-            <div class="row">
-              <div class="col-sm-3 col-sm-push-9 ms-header__logo">
-                <a href="https://www.mysociety.org/">mySociety</a>
-              </div>
-              <a class="col-sm-9 col-sm-pull-3 ms-header__back-to-fms" href="https://www.fixmystreet.com">
-                <p><i class="glyphicon glyphicon-chevron-left"></i> <strong>Return to FixMyStreet.com</strong> to report a street issue in the UK</p>
-              </a>
-            </div>
-        </div>
-    </div>
-
     <header class="site-header">
       <div class="container">
-          <a href="https://www.fixmystreet.com/pro/" class="site-logo" aria-label="FixMyStreet Pro home">
-              FixMyStreet Pro            </a>
-          <a href="#main-nav" role="button" data-toggle="collapse" aria-expanded="false" aria-controls="main-nav">
-              Menu
-          </a>
-          <nav id="main-nav" class="site-nav collapse">
-            <ul id="menu-main-menu" class="menu js-dropdown-sub-menus">
-              <li id="menu-item-29" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-29"><a href="https://www.fixmystreet.com/pro/take-a-tour/">Take a tour</a></li>
-              <li id="menu-item-537" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-537"><a href="https://www.fixmystreet.com/pro/case-studies/">Case Studies</a>
+        <a href="https://www.societyworks.org/" class="site-logo" aria-label="SocietyWorks home">SocietyWorks</a>
+        <a href="#main-nav" role="button" data-toggle="collapse" aria-expanded="false" aria-controls="main-nav">Menu</a>
+        <nav id="main-nav" class="site-nav collapse">
+          <ul id="menu-main-menu" class="menu js-dropdown-sub-menus">
+            <li id="menu-item-1801" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-1801"><a href="https://www.societyworks.org/services/">Services</a>
               <ul class="sub-menu">
-                <li id="menu-item-615" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-615"><a href="https://www.fixmystreet.com/pro/take-a-tour/banes/">Bath &amp; North East Somerset Council</a></li>
-                <li id="menu-item-538" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-538"><a href="https://www.fixmystreet.com/pro/take-a-tour/bristol/">Bristol Council</a></li>
-                <li id="menu-item-630" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-630"><a href="https://www.fixmystreet.com/pro/take-a-tour/east-herts/">East Herts District Council</a></li>
-                <li id="menu-item-588" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-588"><a href="https://www.fixmystreet.com/pro/take-a-tour/ground-control/">Ground Control</a></li>
-                <li id="menu-item-539" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-539"><a href="https://www.fixmystreet.com/pro/take-a-tour/oxfordshire/">Oxfordshire County Council</a></li>
+                <li id="menu-item-1803" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1803"><a href="https://www.societyworks.org/services/highways/">Streets and highways</a></li>
+                <li id="menu-item-1805" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1805"><a href="https://www.societyworks.org/services/waste/">Bins and waste</a></li>
+                <li id="menu-item-1804" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1804"><a href="https://www.societyworks.org/services/noise/">Noise and social complaints</a></li>
+                <li id="menu-item-1808" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1808"><a href="https://www.societyworks.org/services/green-spaces/">Parks, trees and green spaces</a></li>
+                <li id="menu-item-1802" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1802"><a href="https://www.societyworks.org/services/licensing/">Licence applications</a></li>
+                <li id="menu-item-1817" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1817"><a href="https://www.societyworks.org/features/housing/">Estate maintenance</a></li>
+                <li id="menu-item-1806" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1806"><a href="https://www.societyworks.org/services/foi/">FOI</a></li>
+                <li id="menu-item-1807" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1807"><a href="https://www.societyworks.org/services/discovery/">Service transformation</a></li>
               </ul>
-              </li>
-              <li id="menu-item-30" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-30"><a href="https://www.fixmystreet.com/pro/features/">Features</a>
+            </li>
+            <li id="menu-item-537" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-537"><a href="https://www.societyworks.org/case-studies/">Case Studies</a>
+              <ul class="sub-menu">
+                <li id="menu-item-1065" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1065"><a href="https://www.societyworks.org/case-studies/banes/">Bath &#038; North East Somerset District Council</a></li>
+                <li id="menu-item-538" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-538"><a href="https://www.societyworks.org/case-studies/bristol/">Bristol Council</a></li>
+                <li id="menu-item-1272" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1272"><a href="https://www.societyworks.org/case-studies/bromley-borough-council/">Bromley Borough Council</a></li>
+                <li id="menu-item-588" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-588"><a href="https://www.societyworks.org/case-studies/ground-control/">Ground Control</a></li>
+                <li id="menu-item-1077" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1077"><a href="https://www.societyworks.org/case-studies/lincolnshire-county-council/">Lincolnshire County Council</a></li>
+                <li id="menu-item-539" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-539"><a href="https://www.societyworks.org/case-studies/oxfordshire/">Oxfordshire County Council</a></li>
+                <li id="menu-item-947" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-947"><a href="https://www.societyworks.org/case-studies/rutland-county-council/">Rutland County Council</a></li>
+                <li id="menu-item-1080" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1080"><a href="https://www.societyworks.org/case-studies/buckinghamshire/">Buckinghamshire Council</a></li>
+              </ul>
+            </li>
+            <li id="menu-item-30" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-30"><a href="https://www.societyworks.org/features/">Features</a>
               <ul class="sub-menu">
-                <li id="menu-item-32" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-32"><a href="https://www.fixmystreet.com/pro/features/fully-integrated/">Fully integrated</a></li>
-                <li id="menu-item-34" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-34"><a href="https://www.fixmystreet.com/pro/features/open-standards/">Open standards</a></li>
-                <li id="menu-item-28" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-28"><a href="https://www.fixmystreet.com/pro/training/">Training</a></li>
-                <li id="menu-item-33" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-33"><a href="https://www.fixmystreet.com/pro/features/hosted-secure/">Hosted &amp; Secure</a></li>
-                <li id="menu-item-752" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-752"><a href="https://www.fixmystreet.com/pro/features/gdpr-and-fixmystreet-pro/">GDPR and FixMyStreet Pro</a></li>
-                <li id="menu-item-35" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-35"><a href="https://www.fixmystreet.com/pro/features/accessible/">Accessible</a></li>
-                <li id="menu-item-31" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-31"><a href="https://www.fixmystreet.com/pro/features/privacy/">Privacy</a></li>
+                <li id="menu-item-1813" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1813"><a href="https://www.societyworks.org/features/reporting/">Reporting</a></li>
+                <li id="menu-item-1812" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1812"><a href="https://www.societyworks.org/features/customer-contact/">Customer contact</a></li>
+                <li id="menu-item-1816" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1816"><a href="https://www.societyworks.org/features/inspections/">Inspections</a></li>
+                <li id="menu-item-1815" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1815"><a href="https://www.societyworks.org/features/case-management/">Case management</a></li>
+                <li id="menu-item-32" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-32"><a href="https://www.societyworks.org/features/fully-integrated/">Integrations</a></li>
+                <li id="menu-item-1814" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1814"><a href="https://www.societyworks.org/features/data-assets/">Data and assets</a></li>
+                <li id="menu-item-33" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-33"><a href="https://www.societyworks.org/features/hosted-secure/">Secure hosting</a></li>
+                <li id="menu-item-34" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-34"><a href="https://www.societyworks.org/features/open-standards/">Open standards</a></li>
+                <li id="menu-item-28" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-28"><a href="https://www.societyworks.org/training/">Training and onboarding</a></li>
+                <li id="menu-item-35" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-35"><a href="https://www.societyworks.org/features/accessible/">Accessibilty</a></li>
               </ul>
             </li>
-            <li id="menu-item-36" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-36"><a href="https://www.fixmystreet.com/pro/how-to-buy/">How to buy</a></li>
-            <li id="menu-item-800" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-800"><a href="https://www.fixmystreet.com/pro/blog/">Blog</a></li>
+            <li id="menu-item-36" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-36"><a href="https://www.societyworks.org/how-to-buy/">How to buy</a></li>
+            <li id="menu-item-1800" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1800"><a href="https://www.societyworks.org/blog/">Blog</a></li>
           </ul>
         </nav>
       </div>
@@ -95,8 +96,7 @@
                       <li><a href="/pro-manual/admin-tasks/#filtering-sorting-reports">Filtering and sorting reports</a></li>
                       <li><a href="/pro-manual/admin-tasks/#view-single-report">Viewing a single report</a></li>
                       <li><a href="/pro-manual/admin-tasks/#search-report">Searching for a report</a></li>
-                      <li><a href="/pro-manual/admin-tasks/#search-user">Searching for a user</a></li>
-                      <li><a href="/pro-manual/admin-tasks/#editing-users-information">Editing a user’s information</a></li>
+                      <li><a href="/pro-manual/admin-tasks/#search-user">User search/edit</a></li>
                       <li><a href="/pro-manual/admin-tasks/#view-reports-non-staff-user">Viewing reports as a non-staff user</a></li>
                       <li><a href="/pro-manual/admin-tasks/#create-reports-behalf-user">Creating reports on behalf of another user</a></li>
                       <li><a href="/pro-manual/admin-tasks/#deal-undesirable-content">Dealing with undesirable content</a></li>
@@ -110,7 +110,7 @@
                       <li><a href="/pro-manual/admin-tasks/#creating-editing-notices">Creating and editing category notices/questions</a></li>
                       <li><a href="/pro-manual/admin-tasks/#creating-editing-priorities">Creating and editing priorities</a></li>
                       <li><a href="/pro-manual/admin-tasks/#creating-editing-response-templates">Creating and editing response templates</a></li>
-                      <li><a href="/pro-manual/admin-tasks/#view-statistics">Viewing statistics</a></li>
+                      <li><a href="/pro-manual/admin-tasks/#view-statistics">Viewing statistics/heatmap</a></li>
                     </ul>
                   </li>
               </ul>
@@ -118,47 +118,52 @@
         </div>
       </div>
     </div>
-<div class="site-footer mysoc-footer">
-    <div class="container">
-              <div class="site-footer__primary">
-                      <div class="footer-widget-area">
-                <span class="hidden">Footer Contact Details</span><div class="textwidget custom-html-widget"><ul class="list-inline">
-<li><a href="mailto:enquiries@fixmystreet.com">enquiries@fixmystreet.com</a></li>
-<li><a href="tel:+442032879859">020 3287 9859</a></li>
-</ul></div>            </div>
-                                <nav class="menu-footer-menu-container">
-                                  <ul id="menu-footer-menu" class="footer-nav-menu list-inline">
-                                    <li id="" class="menu-item menu-item-type-post_type menu-item-object-page"><a href="/pro-manual/">User guide</a></li>
-                                    <li id="menu-item-261" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-261"><a href="https://www.fixmystreet.com/pro/contact/">Contact</a></li>
-                                    <li id="menu-item-51" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-51"><a href="https://www.mysociety.org/subscribe/">Newsletter</a></li>
-                                    <li id="menu-item-282" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-282"><a href="https://www.fixmystreet.com/pro/features/privacy/">Privacy</a></li>
-                                    </ul>
-                                  </nav>                  
-                                </div>
-        <hr class="mysoc-footer__divider" role="presentation">
-              <div class="row">
-            <div class="col-sm-4">
-                <a href="https://www.mysociety.org?utm_source=fixmystreet.com/pro&amp;utm_content=footer+logo&amp;utm_medium=link&amp;utm_campaign=mysoc_footer" class="mysoc-footer__org__logo mysoc-footer__org__logo--mysociety">mySociety</a>
-            </div>
-            <div class="col-sm-6">
-                <div class="mysoc-footer__legal">
-                    <p>
-                        mySociety Limited is a project of UK Citizens Online Democracy,
-                        a registered charity in England and Wales. For full details visit
-                        <a href="https://www.mysociety.org?utm_source=fixmystreet.com/pro&amp;utm_content=footer+full+legal+details&amp;utm_medium=link&amp;utm_campaign=mysoc_footer">mysociety.org</a>.
-                    </p>
-                </div>
+
+    <div class="site-footer mysoc-footer">
+      <div class="container">
+        <div class="site-footer__primary">
+          <div class="footer-widget-area">
+            <span class="hidden">Footer Contact Details</span>
+            <div class="textwidget custom-html-widget">
+              <ul class="list-inline">
+                <li><a href="mailto:enquiries@fixmystreet.com">enquiries@fixmystreet.com</a></li>
+                <li><a href="tel:+442032879859">020 3287 9859</a></li>
+              </ul>
             </div>
-            <div class="col-sm-2">
-                <ul class="mysoc-footer__badges">
-                    <li role="presentation"><a href="https://github.com/mysociety/" class="mysoc-footer__badge mysoc-footer__badge--github">Github</a></li>
-                    <li role="presentation"><a href="https://twitter.com/fixmystreet/" class="mysoc-footer__badge mysoc-footer__badge--twitter">Twitter</a></li>
-                    <li role="presentation"><a href="https://www.facebook.com/fixmystreet" class="mysoc-footer__badge mysoc-footer__badge--facebook">Facebook</a></li>
-                </ul>
+          </div>
+          <nav class="menu-footer-menu-container">
+            <ul id="menu-footer-menu" class="footer-nav-menu list-inline">
+              <li id="menu-item-261" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-261"><a href="https://www.societyworks.org/contact/">Contact</a></li>
+              <li id="menu-item-51" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-51"><a href="https://www.mysociety.org/subscribe/">Newsletter</a></li>
+              <li id="menu-item-282" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-282"><a href="https://www.societyworks.org/features/privacy/">Privacy</a></li>
+            </ul>
+          </nav>
+        </div>
+        <hr class="mysoc-footer__divider" role="presentation">
+        <div class="row">
+          <div class="col-sm-4">
+            <a href="https://www.mysociety.org?utm_source=fixmystreet.com/pro&amp;utm_content=footer+logo&amp;utm_medium=link&amp;utm_campaign=mysoc_footer" class="mysoc-footer__org__logo mysoc-footer__org__logo--mysociety">mySociety</a>
+          </div>
+          <div class="col-sm-6">
+            <div class="mysoc-footer__legal">
+              <p>
+                <a href="https://www.societyworks.org?utm_source=fixmystreet.com/pro&amp;utm_content=footer+full+legal+details&amp;utm_medium=link&amp;utm_campaign=mysoc_footer">SocietyWorks Ltd</a>
+                (05798215) is a wholly owned subsidiary of
+                <a href="https://www.mysociety.org?utm_source=fixmystreet.com/pro&amp;utm_content=footer+full+legal+details&amp;utm_medium=link&amp;utm_campaign=mysoc_footer">mySociety</a>,
+                a registered charity in England and Wales (1076346) and limited company (03277032).
+              </p>
             </div>
+          </div>
+          <div class="col-sm-2">
+            <ul class="mysoc-footer__badges">
+              <li role="presentation"><a href="https://github.com/mysociety/" class="mysoc-footer__badge mysoc-footer__badge--github">Github</a></li>
+              <li role="presentation"><a href="https://twitter.com/fixmystreet/" class="mysoc-footer__badge mysoc-footer__badge--twitter">Twitter</a></li>
+              <li role="presentation"><a href="https://www.facebook.com/fixmystreet" class="mysoc-footer__badge mysoc-footer__badge--facebook">Facebook</a></li>
+            </ul>
+          </div>
         </div>
+      </div>
     </div>
-</div>
 
-</body>
+  </body>
 </html>
diff --git a/docs/_posts/2020-11-16-v3.1.md b/docs/_posts/2020-11-16-v3.1.md
new file mode 100644
index 000000000..9b5ba4b24
--- /dev/null
+++ b/docs/_posts/2020-11-16-v3.1.md
@@ -0,0 +1,42 @@
+---
+layout: post
+title: Version 3.1
+author: matthew
+---
+
+<div class="r" align="right">
+<a data-flickr-embed="true" href="https://www.flickr.com/photos/theknowlesgallery/8015992277/" title="Palouse Wheat ready for harvest"><img src="https://live.staticflickr.com/8300/8015992277_ce32585019.jpg" width="500" height="335" alt="Palouse Wheat ready for harvest"></a><script async src="//embedr.flickr.com/assets/client-code.js" charset="utf-8"></script>
+</div>
+
+I hope you are all okay with the ongoing situations around the world. We are
+happy to release **version 3.1**, with some new features and bugfixes.
+
+### Front end improvements
+
+A random assortment of improvements to the front end, including aerial maps for
+Bing and OSM maps, lazy image loading on list items, the ability to check
+passwords against Have I Been Pwned, and Open Location Codes support in the
+search box.
+
+### Admin improvements
+
+We've added a full text index so searching reports in the admin should be much
+quicker. You can disable updates or reopening on a per-category basis, as well
+as enable anonymous reporting. CSV generation is now done asynchronously, with
+progress shown, in case it takes a long time. Staff users can use HTML in
+updates, and response templates can also include HTML. The site now records
+whether a report was made on desktop or mobile, and includes any extra fields
+in email submissions to bodies. Staff status can be removed from users in bulk,
+and inspectors can update the asset on a report via the inspector form.
+
+### Bugfixes
+
+As always, a wide variety of issues covered here. We added PostgreSQL 12
+compatibility to the schema update script, fixed an issue where the CSV export
+returned multiple entries per row, added a fix for photo orientation in modern
+browsers, and improved the moderation diff display.
+
+### Upgrading
+
+A full list of changes can be seen in the
+[changelog](https://github.com/mysociety/fixmystreet/releases/tag/v3.1) as usual.
diff --git a/docs/_sass/fixmystreet-pro.scss b/docs/_sass/fixmystreet-pro.scss
index 9670b526c..a449eed36 100644
--- a/docs/_sass/fixmystreet-pro.scss
+++ b/docs/_sass/fixmystreet-pro.scss
@@ -5,29 +5,7 @@
  * the mySociety standard header - the following resets a lot of this
  */
 
- $pro-yellow: #FED876;
-
- .ms-header {
-     border: 0;
- }
-
-.ms-header__logo {
-    
-    border-radius: 0;
-    background-position: 0 0;
-    background-size: 0 0 ;
-    background-repeat: no-repeat;
-    background-image: none;
-    width: auto;
-    height: auto;
-    display: block;
-    position: static;
-    right: auto;
-    top: auto;
-    background-color:  transparent;
-    background-repeat: no-repeat;
-    margin: 10px 0;
-}
+$pro-yellow: #FED876;
 
 .site-header {
     background-color: white;
@@ -81,14 +59,12 @@ h4 {
 // user guide view, for printing (but these styles will be visible on screen too
 
 .user-guide-print {
-    .ms-header,
     .mysoc-footer,
     .site-nav,
     .secondary-content-column,
     a[href="#main-nav"] {
         display: none !important;
         visibility: hidden;
-        
     }
 
     .main-content-column {
diff --git a/docs/assets/img/pro-user-guide/blocked-drains-guidance.png b/docs/assets/img/pro-user-guide/blocked-drains-guidance.png
new file mode 100644
index 000000000..95cb052a1
--- /dev/null
+++ b/docs/assets/img/pro-user-guide/blocked-drains-guidance.png
diff --git a/docs/assets/img/pro-user-guide/edit-category-page.png b/docs/assets/img/pro-user-guide/edit-category-page.png
index 8b029faa0..f78b00a1c 100644..100755
--- a/docs/assets/img/pro-user-guide/edit-category-page.png
+++ b/docs/assets/img/pro-user-guide/edit-category-page.png
diff --git a/docs/assets/img/pro-user-guide/report-public-update.png b/docs/assets/img/pro-user-guide/report-public-update.png
index e6b4ac587..d4b390a70 100644
--- a/docs/assets/img/pro-user-guide/report-public-update.png
+++ b/docs/assets/img/pro-user-guide/report-public-update.png
diff --git a/docs/install/manual-install.md b/docs/install/manual-install.md
index 5ddf8a30f..35c654cf5 100644
--- a/docs/install/manual-install.md
+++ b/docs/install/manual-install.md
@@ -40,7 +40,7 @@ dependencies are listed in `conf/packages.generic`. To install all of them you
 can run e.g.:
 
 {% highlight bash %}
-$ sudo xargs -a conf/packages.generic apt-get install
+$ sudo bin/install_packages
 {% endhighlight %}
 
 A similar list of packages should work for other Debian-based distributions.
@@ -177,6 +177,13 @@ $ script/server
 The server will be accessible as <http://localhost:3000/>, and will
 automatically restart if you update the code or `general.yml`.
 
+If you need to run the server under HTTPS, to e.g. develop the service worker
+or geolocation, then you can run `script/server --listen :3000:ssl
+--ssl-cert=my.crt --ssl-key=my.key --Reload perllib,conf` where my.crt and
+my.key point to a key and self-signed certificate you have generated using
+something like `openssl req -x509 -newkey rsa:4096 -sha256 -nodes -keyout
+my.key -out my.crt -subj "/CN=My local CA" -days 3650`.
+
 ### Post-install: Things you might want to change
 
 #### Next Steps
diff --git a/docs/install/vagrant.md b/docs/install/vagrant.md
index 55b7802ac..1c335ab5d 100644
--- a/docs/install/vagrant.md
+++ b/docs/install/vagrant.md
@@ -69,6 +69,13 @@ The username and password to access the admin (at address
 `http://fixmystreet.127.0.0.1.xip.io:3000/admin/`) will have been shown at the
 end of the `vagrant up` output.
 
+If you need to run the server under HTTPS, to e.g. develop the service worker
+or geolocation, then you can run `script/server --listen :3000:ssl
+--ssl-cert=my.crt --ssl-key=my.key --Reload perllib,conf` where my.crt and
+my.key point to a key and self-signed certificate you have generated using
+something like `openssl req -x509 -newkey rsa:4096 -sha256 -nodes -keyout
+my.key -out my.crt -subj "/CN=My local CA" -days 3650`.
+
 ## Editing a cobrand
 
 If you're working on a cobrand in an external repository, you will want that
diff --git a/docs/pro-manual/admin-tasks.md b/docs/pro-manual/admin-tasks.md
index d4f48a5eb..7beefab31 100644
--- a/docs/pro-manual/admin-tasks.md
+++ b/docs/pro-manual/admin-tasks.md
@@ -22,7 +22,5 @@ via a role) for you to be able to perform this task.
 
 - If you’re a member of council staff using FixMyStreet Pro, questions should be addressed
 to your Administrator.
-- For technical problems and queries, Administrators may contact the FixMyStreet team on
-[bettercities@mysociety.org](mailto:bettercities@mysociety.org).
-- Is something not quite right, or missing from this documentation? Let us know on
-[bettercities@mysociety.org](mailto:bettercities@mysociety.org).
+- For any technical problems and queries, Administrators may contact the
+  FixMyStreet team by raising a ticket through their helpdesk system.
diff --git a/docs/pro-manual/citizens-experience.md b/docs/pro-manual/citizens-experience.md
index f47c2a124..5e7bfd0f7 100644
--- a/docs/pro-manual/citizens-experience.md
+++ b/docs/pro-manual/citizens-experience.md
@@ -22,13 +22,17 @@ When a citizen sees a problem and wishes to report it, they can do so in one of
 <img alt="Make a report on a council website, fixmystreet.com, or via the FixMyStreet app" src="/assets/img/pro-user-guide/all-the-sites.png" />
 
 - Through the council website, on the council’s branded FixMyStreet instance
-- On FixMyStreet.com, the UK-wide site
-- Via the FixMystreet app
-
+- On [FixMyStreet.com](https://www.fixmystreet.com), the UK-wide site
+- Via the FixMyStreet app
 
 No matter which of these channels they use, the report will be visible in all three places. All
 FixMyStreet instances draw from the same database of reports.
 
+The FixMyStreet website, and the council’s branded version, can also be
+installed as a ‘web app’ – providing a logo on their homescreen that users can
+treat like a native app without the hassle of app stores. If that’s something
+that would be of interest for your installation, please get in touch.
+
 <div class="boxout" markdown="1">
 
 <h4 class="boxout__title">What if a user makes a report on the council site, but it’s the responsibility of a different authority?</h4>
@@ -101,4 +105,4 @@ and you’ll be offered a range of options: you can subscribe to every report ma
 council area; every report made within a particular ward; or within an area roughly covering a
 population of 200,000 people (the size of this area varies with population density).
 Staff need not normally do this, as they will be working in the reports interface daily, and will be
-aware of issues as they arise.
\ No newline at end of file
+aware of issues as they arise.
diff --git a/docs/pro-manual/staff-user-accounts.md b/docs/pro-manual/staff-user-accounts.md
index 37997ada2..3efa4f41f 100644
--- a/docs/pro-manual/staff-user-accounts.md
+++ b/docs/pro-manual/staff-user-accounts.md
@@ -35,6 +35,17 @@ Your password must contain 6 or more characters, and must not be one of the most
 used combinations (such as ‘Password’ or ‘123456’). Your council may also have password policies
 which you are expected to abide by.
 
+### Two-factor authentication
+
+Any staff user can choose to set up two-factor authentication on their account.
+To do this, they will need an app on their phone that can generate time-based
+authentication keys, such as Google Authenticator or a password manager. Then.
+they can visit their account page on the site and select ‘Activate two-factor
+authentication’ to receive a QR code to scan with the app.
+
+If you wish your organisation to have mandated two-factor authentication,
+please get in touch.
+
 ### How to log out
 
 Click on ‘Your account’ in the top menu, then click ‘Sign out’.
diff --git a/docs/updating/ami.md b/docs/updating/ami.md
index ff83e3aec..9f2f612ed 100644
--- a/docs/updating/ami.md
+++ b/docs/updating/ami.md
@@ -41,10 +41,12 @@ make sure they are all committed to your local branch and fork first, see
 to try checking out your repository elsewhere and trying the merge there first,
 to see if it there are any problems.
 
-After updating the code, you should run the following command to update any
+After updating the code, you should run the following commands to update any
 needed dependencies and any schema changes to your database. It's a good idea
 to take a backup of your database first.
 
+    admin@ip-10-58-191-98:/var/www/fixmystreet/fixmystreet$ sudo bin/install_packages
+
     fms@ip-10-58-191-98:~/fixmystreet$ script/update
 
 If you have made changes to the schema yourself, this may not work,
diff --git a/docs/updating/index.md b/docs/updating/index.md
index 2ab8ed6f5..ea1ce72cd 100644
--- a/docs/updating/index.md
+++ b/docs/updating/index.md
@@ -53,12 +53,13 @@ you are too worried to merge in case it breaks something.
 
 ## Subsequent dependency updates
 
-After updating the code, you should run the following command to update any
+After updating the code, you should run the following commands to update any
 needed dependencies and any schema changes to your database. It's a good idea
 to take a backup of your database first.
 
 {% highlight bash %}
-script/update
+sudo bin/install_packages # (as your admin user)
+script/update # (as the fms user)
 {% endhighlight %}
 
 Of course, if you have made changes to the database schema yourself, this may