Every case. Every deadline.
Give every case a clear owner, next action and complete evidence trail
Manage complaints, ASB, safeguarding, disrepair, damp and mould and 77 other housing interactions in one configurable framework - connected to the same resident, tenancy and property record.
Why one framework matters
Most providers handle complaints in one system, ASB in another and disrepair in a third. Each was reasonable on its own, and together they mean no one can answer a simple question: how many open cases involve this property, and which of them has a deadline this week.
One framework does not mean one process. It means the same discipline, the same audit trail and the same reporting across every case type.
Deadlines are the risk
The Complaint Handling Code and Awaab's Law both impose statutory timescales, and both are enforced on evidence rather than intent. Automatic clocks and escalation before breach are what turn a policy into something you can demonstrate.
- 77case types supported
- Oneframework, not eight systems
- Everyaction timestamped
- Codedeadlines tracked
What it means
For the resident
Tell the story once. The next colleague can see what happened, what was promised, what evidence exists and what happens next.
For your Housing and Complaints teams
One chronology per case keeps actions, correspondence, inspections, decisions, deadlines and evidence together, while role-based access protects sensitive work.
Consistent process, whatever the case
The same process discipline everywhere
Use one framework with different stages, fields, SLAs and outcomes for each housing interaction - configuration rather than a new development project.
Statutory clocks where they apply
Complaint Handling Code and Awaab's Law timers can start automatically where they apply, with escalation before a deadline is missed.
Evidence assembled as you go
Correspondence, photographs, inspections, documents and decisions attach to the case as it progresses, so the evidence pack already exists.
Sensitive cases stay restricted
Dashboards show ownership, time remaining, blocked work and cases needing intervention so managers can act before service deteriorates.
Every case type, configured to how you work
These are the case types running in a live deployment. None of them is bespoke development — each is configuration, so your list will look like your operating model rather than ours.
Case types are set up in configuration. Add, rename or retire case types without a development project.
Tenancy 27
Absence of Tenant Record a planned absence and keep the tenancy compliant
A resident away for a period is not abandoning the home, but without a record it can look that way.
Residents see this as “Tell us you'll be away from home”
What the case record holds
- Absence dates and reason recorded
- Contact arrangements captured
- Linked to the tenancy record
Adding a name to a tenancy Assess and evidence a sole-to-joint conversion
Converting sole to joint changes who holds rights to the home, so the assessment has to be evidenced.
Residents see this as “Converting from sole to joint”
What the case record holds
- Relationship and residency evidence recorded
- Assessment and decision captured
- New tenancy agreement linked
Changes to household Keep household composition current across every record
Household composition drives entitlement, size criteria and succession rights, so it has to be current everywhere.
Residents see this as “Update our information on who lives with you”
What the case record holds
- Members added or removed with dates
- Evidence attached
- Reflected across tenancy and account
Decant Track a temporary move, its costs and the return
Moving a household out for works is disruptive and expensive, and the costs and commitments need to be tracked to the day.
Residents see this as “Arrange alternative accommodation”
What the case record holds
- Temporary accommodation and dates recorded
- Costs, storage and disturbance payments tracked
- Return to the substantive home linked
End my tenancy (Folio tenants) Close a market-rent tenancy and start the void
A market-rent tenancy ending follows different rules from a social tenancy, including deposit handling.
Residents see this as “Tell us you're moving out of your Folio home”
What the case record holds
- Notice received and dates confirmed
- Deposit return and deductions recorded
- Void and re-let started
End your tenancy Take notice, start the void and re-let sooner
Notice is the moment the void clock starts, and everything downstream depends on it being recorded accurately.
Residents see this as “Tell us you’re moving out”
What the case record holds
- Notice date and end date confirmed
- Final account and any arrears recorded
- Void opened and works ordered
General Needs Annual Visit Evidence annual visits across the portfolio
Annual visits are how you find the things nobody reported, and they are evidence of a proactive landlord.
Residents see this as “Record your annual visit”
What the case record holds
- Visit date and officer recorded
- Findings and actions raised
- Refusals and no-access tracked
General Needs Settling-in Visit Catch problems in the first weeks of a tenancy
The first weeks show whether a letting worked, and problems found now are cheaper than problems found in year two.
Residents see this as “Record your settling-in visit”
What the case record holds
- Visit completed within the target period
- Issues raised as repairs or cases
- Support needs identified early
Lodgers Grant and record permission, with the conditions
Permission to take a lodger is a tenancy decision with conditions attached, and it affects occupancy records.
Residents see this as “Ask us for permission to have a lodger”
What the case record holds
- Request and lodger details recorded
- Conditions of permission captured
- Occupancy updated
Mid-tenancy inspection (Folio) Record condition partway through a tenancy
A mid-tenancy check on a market-rent home protects both condition and the deposit position at the end.
Residents see this as “Record mid-tenancy inspection”
What the case record holds
- Condition recorded with photographs
- Actions raised where needed
- Linked to the tenancy
Move home Assess a transfer request against your allocations policy
A transfer request is assessed against your allocations policy, and the applicant needs to see where they stand.
Residents see this as “Ask for a transfer”
What the case record holds
- Reason and priority assessed
- Policy basis for the decision recorded
- Linked to any rebanding or application
Mutual Exchange Meet the statutory decision deadline on an exchange
Exchanges involve two tenancies, two landlords and statutory timescales.
Residents see this as “Swap homes with someone else”
What the case record holds
- Both parties and properties linked
- Statutory decision deadline tracked
- Checks and consents recorded
New Resident Checklist Confirm a new account is set up correctly
A tenancy that starts with the wrong account details produces arrears that were never a payment problem.
Residents see this as “Check that new accounts have been set up properly”
What the case record holds
- Account, contacts and preferences checked
- Portal registration confirmed
- Gaps raised as actions
Pets Grant permission with conditions recorded
Pet permission is granted with conditions, and refusing one needs the same evidence as granting it.
Residents see this as “Request permission for a pet”
What the case record holds
- Request and animal details recorded
- Conditions or refusal reason captured
- Linked to the tenancy
Rebanding application Reassess housing priority on new evidence
New information can change someone's housing priority, and the decision has to show what was considered.
Residents see this as “Ask us to consider new information about your housing priority”
What the case record holds
- Evidence submitted and assessed
- Band before and after recorded
- Decision and appeal rights captured
Removing a name from a tenancy Convert joint to sole and evidence the decision
Converting joint to sole usually follows a relationship ending, and often sits alongside a safeguarding or domestic abuse concern.
Residents see this as “Converting from joint to sole”
What the case record holds
- Circumstances and evidence recorded
- Decision and legal route captured
- New agreement and account updated
Reporting the death of a tenant Handle a sensitive tenancy ending or succession
This is the most sensitive case a housing team handles, and it has to be both compassionate and correct.
Residents see this as “Ending or converting a tenancy”
What the case record holds
- Notification and next of kin recorded
- Succession or ending route determined
- Property and account handled with dates
Running a business Assess a request to trade from a home
Trading from home is usually reasonable and occasionally not, and the decision needs to show why.
Residents see this as “Request permission to run a business from home”
What the case record holds
- Activity and likely impact assessed
- Conditions or refusal recorded
- Linked to the tenancy
Satellite dish request Grant or refuse with the reasoning kept
A small permission with planning, building and lease implications depending on the property.
Residents see this as “Request permission to put up a dish”
What the case record holds
- Request and proposed location recorded
- Consents checked
- Decision and conditions captured
Squatter or Unauthorised Occupant Recover a home from unauthorised occupation
Recovering a home from unauthorised occupation is a legal process that depends on the evidence gathered early.
Residents see this as “Tell us about squatters or unauthorised occupants”
What the case record holds
- Occupation evidence recorded
- Legal route and notices tracked
- Recovery and re-let linked
Succession Decide a succession against the criteria, evidenced
A succession decision determines whether someone keeps their home, and must show the criteria applied.
Residents see this as “Ask to take on someone’s tenancy”
What the case record holds
- Relationship and residency evidence recorded
- Decision and reasoning captured
- Linked to the tenancy record
Temporary Housing Annual Visit Evidence annual visits in temporary accommodation
Temporary accommodation carries higher risk and more turnover, so visits are evidence as much as service.
Residents see this as “Record Your Annual Visit”
What the case record holds
- Visit and findings recorded
- Support needs and risks captured
- Actions raised and tracked
Temporary Housing Regular Visit Keep regular contact where risk is higher
Frequent contact is how risk in temporary accommodation is managed rather than discovered.
Residents see this as “Record your regular visit”
What the case record holds
- Visit frequency against the plan
- Concerns escalated where needed
- Chronology visible across visits
Temporary Housing Welcome Visit Start a temporary placement on the right footing
The first visit sets expectations in a placement that is, by definition, unsettled.
Residents see this as “Record your welcome visit”
What the case record holds
- Placement terms explained and recorded
- Immediate needs identified
- Follow-up scheduled
Tenancy Fraud Build an evidence file that recovers the home
Fraud investigations recover homes that should be let. They need evidence gathered in a form that survives challenge.
Residents see this as “Manage tenancy fraud investigations”
What the case record holds
- Evidence and interviews recorded
- Referrals to investigation teams tracked
- Outcome and recovered tenancy linked
Tenancy Information Issue tenancy documents within the deadline
Requests for tenancy documents or details, often ahead of a sale, a benefit claim or a legal matter.
Residents see this as “Ask us for a copy of your tenancy or for information about it”
What the case record holds
- Request and requester recorded
- Documents issued and dated
- Response deadline tracked
Tenancy Renewal Track a fixed term to its renewal decision
A fixed term reaching its end needs a decision, a conversation and a deadline that nobody misses.
Residents see this as “Track renewal”
What the case record holds
- Term end and review dates tracked
- Decision and reasoning recorded
- New agreement or ending linked
Property and repairs 16
Abandoned Property - Empty Investigate and recover a home that appears abandoned
A home that looks abandoned may not be, and acting too early risks an unlawful eviction while acting too late loses rent.
Residents see this as “Tell us about an empty property”
What the case record holds
- Evidence of non-occupation gathered
- Statutory notices and dates tracked
- Recovery or return recorded
Abandoned Vehicles Track removal of vehicles left on your estates
Vehicles left on your land are a nuisance, a fire risk and a legal process with defined notice periods.
Residents see this as “Ask us to remove an abandoned car or van”
What the case record holds
- Vehicle, location and keeper checks recorded
- Notice periods tracked
- Removal and disposal evidenced
Assets Referral Route inspection findings and risk assessments to the asset team
Findings from inspections and surveys have to reach the asset team in a form they can act on, not as a note in a repair.
Residents see this as “For inspection reports and related risk assessments”
What the case record holds
- Finding and risk rating recorded
- Routed to the asset team
- Resulting works or survey linked
Communal Cleaning and Gardening Manage estate service standards and the complaints they attract
Estate services are what residents judge you on daily, and the charge for them is challenged when standards slip.
Residents see this as “Tell us about an issue with how we're maintaining your block or estate”
What the case record holds
- Issue logged against the block or estate
- Contractor and schedule linked
- Recurrence visible for the service charge conversation
Cyclical and major works Field resident queries about planned programmes
Residents ask about programmes long before works start, and inconsistent answers create complaints later.
Residents see this as “Questions about planned maintenance”
What the case record holds
- Query linked to the programme and property
- Planned dates and scope recorded
- Answer consistent across the scheme
Disrepair Defend a claim with the full repair history attached
Disrepair claims combine a legal deadline, a property history and a repairs record. Losing any one of them is what turns a claim into a settlement.
Residents see this as “Disrepair”
What the case record holds
- Pre-action protocol dates tracked
- Full repair history attached
- Surveyor reports and expert evidence held together
Estate Inspection Record inspections and turn findings into actions
An inspection is only worth doing if its findings become actions someone owns.
Residents see this as “Record the results of your inspection”
What the case record holds
- Findings recorded against the estate
- Actions raised and assigned
- Follow-up inspection linked
External Contractor Reports Hold contractor reports against the property they concern
Reports arrive as attachments and disappear into inboxes; against the property they stay findable years later.
Residents see this as “For external reports and information from contractors”
What the case record holds
- Report held against the property
- Contractor and date recorded
- Actions arising tracked
Gas enquiry Resolve gas queries alongside the servicing record
A gas query is safety-adjacent, so it belongs alongside the servicing and certificate record rather than in a general repair queue.
Residents see this as “Ask for help with gas repairs”
What the case record holds
- Linked to the appliance and last service
- Access attempts recorded
- Certificate status visible
Keys Issue keys and fobs with an auditable record
Key and fob issuing is a security matter as much as an administrative one.
Residents see this as “Request new keys or fobs”
What the case record holds
- Issued against the tenancy and property
- Quantity and date recorded
- Charges applied where they apply
Latent Defect Pursue the developer on a new-build defect
Defects in a new build are the developer's to fix, and the claim depends on dates and evidence you hold.
Residents see this as “Tell us about problems with a recently built home”
What the case record holds
- Defect and warranty period recorded
- Developer correspondence tracked
- Resolution and any remedial work linked
Repairs post-inspection Check completed work before it is paid for
Checking work before it is paid for is the control that keeps first-time-fix honest.
Residents see this as “Record your repairs post-inspections”
What the case record holds
- Inspection outcome recorded
- Linked to the original works order
- Rework or payment approval tracked
Replacement Furniture Manage requests for furniture you provided
Where furniture was provided, replacing it is your cost and your decision, and both need evidencing.
Residents see this as “Ask us to replace furniture we provided”
What the case record holds
- Item and condition recorded
- Decision and approval tracked
- Delivery and cost recorded
Stock Condition Survey Feed survey findings into investment planning
A survey only earns its cost if the findings reach investment planning rather than a report nobody opens.
Residents see this as “Stock condition survey”
What the case record holds
- Survey findings recorded per component
- Condition and remaining life captured
- Feeds the investment programme
Trees Manage tree works and the safety risk behind them
Tree work sits between grounds maintenance, safety risk and, occasionally, a protection order.
Residents see this as “Report a problem with a tree”
What the case record holds
- Location and species recorded
- Risk assessment and any TPO checked
- Works ordered and completed
Voids Keep notes and decisions with the void record
The void record carries decisions and notes that the works order alone does not — why a home stood empty, and who decided what.
Residents see this as “Make any notes you need to about void properties”
What the case record holds
- Notes and decisions held with the void
- Linked to works and the re-let
- Visible in turnaround reporting
Safety and compliance 5
EWS1 Query Give one consistent answer on cladding and fire safety
Cladding and external wall system queries affect residents trying to sell or remortgage, and need a consistent, evidenced answer.
Residents see this as “Record customer issues relating to cladding and fire safety”
What the case record holds
- Query linked to the building's EWS1 position
- Response and supporting documents recorded
- Repeat queries answered from one source
Fire Safety Evidence fire safety actions to the regulator
Fire safety cases run alongside the building safety case and must be evidenced to the regulator.
Residents see this as “Fire safety”
What the case record holds
- Actions tracked to completion
- Linked to the building and its safety case
- Evidence retained for inspection
Hoarding Balance support and enforcement on a documented pathway
Hoarding sits between tenancy management, safeguarding and fire risk, which is why it needs its own pathway rather than a general tenancy note.
Residents see this as “Manage issues around hoarding”
What the case record holds
- Risk assessment and review dates
- Multi-agency involvement recorded
- Support plan tracked alongside enforcement
Pest Control Enquiry See infestations across a block, not case by case
Pest issues are frequently communal, so treating them case by case misses the pattern across a block or estate.
Residents see this as “Record any issues around pest control”
What the case record holds
- Linked to property, block or estate
- Contractor visits and treatments recorded
- Recurrence visible across the scheme
Safeguarding referral Evidence who was told, when, and what followed
Safeguarding needs a defensible record: who was told, when, and what happened next.
Residents see this as “Record safeguarding casework”
What the case record holds
- Referral and receiving agency recorded
- Actions and review dates tracked
- Access restricted to those who need it
Money and leasehold 16
Bedroom Tax Handle size-criteria queries and the evidence behind them
Size criteria decisions affect income and arrears, and are frequently challenged. The case holds the household evidence behind the assessment.
Residents see this as “Ask us about bedroom tax”
What the case record holds
- Household composition evidence attached
- Assessment and any exemption recorded
- Linked to the rent account
Dispute of Service Charges Answer a challenge with the apportionment behind it
A challenge to a service charge is answered with the apportionment, the invoices behind it, and the consultation record — not with a restatement of the charge.
Residents see this as “Tell us about a problem with your service charges”
What the case record holds
- Charge, basis and period identified
- Supporting invoices attached
- Decision and any adjustment recorded
Insurance Enquiry Track claims from first notification to settlement
Claims move slowly and between parties, so the value is a single chronology rather than a mailbox thread.
Residents see this as “Track insurance claims and enquiries”
What the case record holds
- Claim reference and insurer recorded
- Loss adjuster and contractor visits tracked
- Settlement and any excess recorded
Lease Enquiry Answer leaseholder questions from the lease itself
Leaseholders ask questions the lease already answers, and the answer must be consistent with the last one you gave.
Residents see this as “Ask us about your lease”
What the case record holds
- Question linked to the lease and property
- Answer and clause referenced
- Previous answers visible
Lease Expiry Manage a lease to its end date without surprises
A lease running to its end date creates work months in advance, and missing the window is expensive.
Residents see this as “Manage the end of a lease”
What the case record holds
- Expiry date and notice periods tracked
- Renewal or termination decision recorded
- Linked to the property and account
Lease Extension Handle statutory and informal extension requests
Extension requests follow either the statutory route with its deadlines or an informal one, and the two need different handling.
Residents see this as “Request to extend your lease”
What the case record holds
- Route and valuation basis recorded
- Statutory deadlines tracked
- Premium and completion recorded
Management Packs Turn around property information requests on time
Information packs sit on the critical path of someone's sale, and a late pack is a complaint waiting to happen.
Residents see this as “Record requests for property information”
What the case record holds
- Request, requester and deadline recorded
- Documents assembled against the property
- Fee and issue date tracked
Refunds Return a credit balance with a clear audit trail
A credit balance returned without a record is an audit finding, however small the amount.
Residents see this as “Request a refund of a credit balance”
What the case record holds
- Balance and reason verified
- Approval recorded
- Payment and date confirmed
Rent Cards Issue replacement payment cards
Small, frequent, and easy to lose track of — which matters because a resident without a card cannot pay.
Residents see this as “Order a new rent card”
What the case record holds
- Request linked to the rent account
- Card issued and dated
- Repeat requests visible
Rent Review Handle a rent query against the account and the policy
A rent query is about the account and the policy at once, and answering one without the other is what causes the second call.
Residents see this as “Ask for a rent review”
What the case record holds
- Current charge and calculation shown
- Policy basis recorded
- Any correction applied to the account
Rent Stop Suspend payment to a landlord with the reason recorded
Suspending payment to a landlord is a decision with financial consequences, so the reason and the authority behind it must be recorded.
Residents see this as “Ask for the rent to a landlord to be stopped”
What the case record holds
- Reason and approver recorded
- Start and review dates tracked
- Linked to the tenancy and account
Sales Track a shared ownership or outright sale enquiry
A sales enquiry may be shared ownership, staircasing or outright, and each follows a different route from the same first contact.
Residents see this as “Record any sales enquiries”
What the case record holds
- Enquiry type and property recorded
- Progress through the sales pipeline tracked
- Handover to conveyancing linked
Section 20 consultation Consult leaseholders correctly, and prove you did
Section 20 has statutory stages and notice periods, and getting them wrong caps what you can recover from leaseholders.
Residents see this as “Respond to section 20 consultations”
What the case record holds
- Consultation stage and dates tracked
- Observations received and responded to
- Nominated contractors recorded
Staircasing Take a shared owner through a staircasing purchase
A shared owner buying more of their home needs valuation, legal and finance steps kept in step with each other.
Residents see this as “Staircasing”
What the case record holds
- Valuation and share percentages recorded
- Legal and lender milestones tracked
- Completed share reflected on the account
Support to Replace Furniture Assess help with the cost of essential items
Help with essential items is discretionary, so the assessment and the decision both need to be visible.
Residents see this as “Help with the cost of new furniture”
What the case record holds
- Need and evidence recorded
- Decision and award tracked
- Linked to any support plan
Welfare Benefit Referral Get a resident to benefits advice before arrears build
Getting a resident to advice before arrears build is cheaper for everyone than recovery afterwards.
Residents see this as “Ask for help from the Welfare Benefits team”
What the case record holds
- Referral and adviser recorded
- Outcome of the advice tracked
- Linked to the rent account
Estates and community 5
External Managing Agent/Landlord matter Chase third-party landlords and agents to resolution
Where a third party manages the block, the resident still comes to you — but the fix sits with someone you do not control. The case has to track the chasing as well as the issue.
Residents see this as “Track issues you raise with external third parties”
What the case record holds
- Third party and their reference recorded
- Chasing and escalation dated
- Resident kept updated while it sits elsewhere
Parking issue Resolve parking disputes on your estates
Parking disputes are minor individually and corrosive in aggregate, and they are usually about the same few bays on the same few estates.
Residents see this as “Tell us about a parking issue”
What the case record holds
- Logged against the block or estate
- Repeat locations visible
- Enforcement action and outcome recorded
Parking permits Issue and renew permits without a spreadsheet
Permit administration is high volume and low value, which is exactly why it ends up in a spreadsheet nobody maintains.
Residents see this as “Enquire about getting or renewing a parking permit”
What the case record holds
- Permit issued against the tenancy and vehicle
- Expiry and renewal dates tracked
- Allocation per property enforced
Parking tickets Handle enforcement queries and appeals
A ticket challenge needs the permit record and the enforcement record in the same place, or the appeal is answered on assumption.
Residents see this as “Tell us about a parking ticket”
What the case record holds
- Linked to the permit and the vehicle
- Appeal and evidence recorded
- Decision and reasoning kept
Resident Involvement Enquiry Route questions to the right forum or panel
Questions raised through panels and forums need to reach a service owner and come back with an answer, or involvement becomes a formality.
Residents see this as “Submit a question for regional forum”
What the case record holds
- Routed to the service area named
- Response and decision recorded
- Reportable back to the forum
Customer service 8
Complaints Run stage 1 and 2 inside Ombudsman Code timescales
Complaints follow the Housing Ombudsman Complaint Handling Code, which sets the clock at every stage and expects evidence of how each was handled.
Residents see this as “Tell us about a problem with our service”
What the case record holds
- Stage 1 and stage 2 tracked against Code timescales
- Escalation and Ombudsman referral recorded
- Every contact, decision and remedy timestamped
Legal Referral Hand a clean evidenced file to legal
Referral into legal casework, where the value is a clean handover: the evidence, the chronology and the correspondence in one place.
Residents see this as “Request legal casework”
What the case record holds
- Instructions and counsel recorded
- Documents held against the case
- Costs and outcome tracked
MP or Councillor enquiry Answer elected members within their own timescales
Elected members raise enquiries for constituents, and these carry their own expectations on response time and tone.
Residents see this as “Record enquiries made by elected members on behalf of their constituents”
What the case record holds
- Member and constituent both recorded
- Response deadlines tracked separately from complaints
- Linked to any related case
My Account Channel Shift Measure which support actually moves people to self-service
Work done to move residents onto self-service. Recording it shows which support actually shifts behaviour rather than assuming it does.
Residents see this as “Record work you do supporting registered users to increase their use of My Account”
What the case record holds
- Support given per resident recorded
- Registration and usage tracked
- Reportable by scheme or patch
My Account Feedback Capture portal feedback where product decisions can use it
Feedback on the resident portal itself, which is otherwise lost in general comment.
Residents see this as “Tell us what you think of My Account”
What the case record holds
- Captured against the portal area concerned
- Themed for product decisions
- Linked to the resident's account
Ombudsman Enquiry Produce the case file an investigation asks for
An Ombudsman investigation asks for the full case file, usually at short notice. What matters is that the record already exists rather than being assembled afterwards.
Residents see this as “Track any Ombudsman casework”
What the case record holds
- Linked to the originating complaint
- Deadlines for information requests tracked
- Determinations and orders recorded against the case
Praise Capture what went well, and which team did it
Positive feedback is worth capturing for the same reason complaints are — it shows which teams and contractors are doing well, and it feeds Tenant Satisfaction Measures.
Residents see this as “Tell us about something we did well”
What the case record holds
- Logged against the team or contractor named
- Themes reportable alongside complaints
- Fed into satisfaction reporting
Suggestions Route service ideas to someone who can act
Residents propose service improvements that rarely reach the people who could act on them. Recording them creates an audit trail from idea to decision.
Residents see this as “Tell us your ideas about our service”
What the case record holds
- Routed to the service area concerned
- Decision and reason recorded
- Reportable to involvement panels
How it works
The path from first conversation to live running, and what happens at each step.
Log
The case is raised against the resident and property record, so history is already attached.
Progress
Structured stages, automatic deadline tracking and escalation before a breach.
Evidence
Export the full timeline whenever a case is challenged, audited or reviewed.
Built into every module
Workflows, a rules engine, notifications and tasks run underneath every part of Propsys360. Routine work moves on by itself, so your teams can focus on the edge cases and the residents who need extra support.
Notifications on every channel
Residents are kept informed at each step by SMS, email and the customer portal, without anyone sending updates by hand.
Multi-channel and omni-channel
Residents can get in touch by phone, portal or email, and switch between them. The record and the history follow them, so nobody has to repeat themselves.
Automation
Workflows and the rules engine move routine work on automatically: appointments, reminders, follow-ups and escalations before a deadline is missed.
Tasks for the right role
Each step raises a task for the role that owns it, with a due date in the diary, so work reaches the right person without being chased.
A case follows the same journey in Propsys360
What you can achieve
Faster handovers
Faster handovers and more consistent handling between colleagues and teams.
Less manual deadline tracking
Less manual deadline tracking and quicker evidence packs when a case needs to be shown.
Better insight into repeat demand
Better insight into themes, root causes and repeat demand across your caseload.
What case management has to get right
Housing runs on specifics — statutory timescales, tenure types, the return that has to be filed next month. This is the detail that decides whether a system survives contact with your operation, and the reason a general-purpose platform usually cannot.
- Complaints at Stage 1, Stage 2 and Ombudsman referral
- Anti-social behaviour with evidence and court escalation
- Safeguarding and domestic abuse, with restricted access
- Damp and mould cases on Awaab's Law timescales
- Disrepair claims with a full audit trail
- Aids, adaptations and Disabled Facilities Grants
- Configurable workflow steps, tasks and outcome branching
- Task owners, SLAs and outcome-driven next actions
- Automatic notifications across email, SMS, letter, portal and push
- Estate inspections and service requests
- Case dashboards and SLA performance reporting
More of the platform
Each part of Propsys360 works from the same tenancy, property and person record, so nothing is re-keyed and nothing drifts out of step. Most providers start with one or two and add the rest as their existing contracts end.
Integration Platform & Tools
Fits what you already run
Propsys360 connects to the housing, finance, field and compliance systems you already use, orchestrates the processes between them, and replaces the legacy platforms you want to leave behind.
- Microsoft and data
- Finance and payments
- Repairs and contractors
- Residents and compliance
Trusted housing technology for housing associations, councils and public-sector landlords
- 557KTenants supported
- 1.5M+Repairs managed
- £57M+Repairs processed p.a.
- 4.75MCustomer cases
- 500KArrears cases managed
- G-Cloud 15 Supplier
- Microsoft Solutions Partner
- Cyber Essentials Plus Certified
- Cyber Essentials Certified
- ISO 9001
- ISO 27001
- ISO 20000-1
- ISO 14001
The difference it makes
Source: Results reported by housing providers using Propsys360; illustrative where stated. Individual results vary.
What housing providers say
Named people at named organisations, in their own published words.
“We realised that we had a gap around the golden thread of data, in terms of the availability and accessibility of the data we held in seventeen different systems… That meant colleagues could immediately see all non-compliant properties.”
Jake Le Page Head of Building Safety Regulations Notting Hill Genesis
“Neo brought strong Dynamics 365 expertise, worked collaboratively with our internal teams and applied Microsoft best practice within a live operational environment… We would be pleased to recommend them as a Microsoft Dynamics 365 partner within the housing sector.”
Wayne Human Head of IT Change Sage Homes
“The successful deployment of this solution has significantly increased transparency and improved the operational efficiency of our contact centre, allowing us to deliver greater value to our customers.”
Philip Wragg Infrastructure Programme Manager
“The Neo Technology model allows us to scale our development capacity, accelerating our transformation programmes while future-proofing our business, while achieving substantial industry cost savings.”
Group CIO Notting Hill Genesis
Proof from housing providers
Frequently asked questions
How many case types are supported?
More than 75 out of the box, covering the housing casework most providers manage. New types are configuration rather than development.
Does it cover the Complaint Handling Code?
Yes. Stage deadlines are tracked and escalated, and every response is timestamped for the Ombudsman.
Can we restrict safeguarding cases?
Yes. Role-based access applies at case-type level, so sensitive cases are only visible to the teams handling them.
Is it separate from the rest of the platform?
No, and that is the point. Cases sit against the same resident and property record as repairs, tenancy and income, so context is already there.
See case management working
See a complaint and a damp case run from first contact to evidence pack on real statutory timescales.