Case management
Every complaint logged, timed and evidenced
Handle complaints inside Housing Ombudsman timescales, with stage tracking, automatic escalation and the evidence trail the Code expects.
- 100%of actions evidenced
- Everystatutory deadline tracked
- 1case record per matter
- 0cases lost between teams
What it means
For the resident
You complain once. Nobody asks you to explain from the beginning because they cannot find what happened.
For your Complaints team
The full interaction timeline is already there, so the team investigates the complaint rather than investigating the organisation first.
Complaints handled to the Code, evidenced by default
Timescales tracked, not remembered
Stage 1 and Stage 2 clocks run automatically against Complaint Handling Code deadlines, showing time remaining rather than time elapsed.
Nothing falls between teams
A complaint touching repairs, income and ASB stays one case with one owner, instead of three teams each assuming another is handling it.
Evidence gathered as you go
Correspondence, works orders and decisions attach to the case as it progresses, so the Ombudsman response is assembled rather than reconstructed.
Learning that actually lands
Outcomes and root causes are recorded structurally, so complaint themes become service change rather than an annual report nobody acts on.
What Propsys360 covers for complaints handling
- Complaint logging from any channel
- Stage 1 and Stage 2 timescale tracking to the Code
- Automatic acknowledgement and holding responses
- Linked repairs, ASB and tenancy records
- Compensation and remedy recording
- Escalation and Ombudsman referral tracking
- Vulnerability and reasonable adjustment flags
- Root cause and learning capture
- Self-assessment evidence against the Code
- Complaint performance and theme reporting
How it works
The path from first conversation to live running, and what happens at each step.
Complaint received
Logged from any channel — portal, phone, email, in person — into one intake with the Code timescales applied immediately.
Investigated with context
The handler sees the full tenancy, repairs and case history, so the investigation starts informed rather than from scratch.
Responded and evidenced
The response is issued within the stage deadline, with every action and decision timestamped on the case.
Learning recorded
Root cause and remedy are captured structurally so themes are visible across complaints, not just within one.
Before and after: complaints handling
Every system demonstrates well. What matters is the difference in an ordinary working week — the steps that disappear, the chasing that stops, and the questions your team can answer on the spot instead of promising to look into it.
| Today | With Propsys360 |
|---|---|
| Stage deadlines are tracked in individual calendars. | Complaint Handling Code stages are timed and escalated automatically. |
| The Ombudsman asks for a history that takes days to assemble. | The complete timeline exports as it stands. |
| Learning from complaints is anecdotal. | Themes and root causes are reportable across the whole caseload. |
What complaints handling 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.
- Stage 1 and Stage 2 with Code timescales
- Ombudsman referral and evidence packs
- Acknowledgement, response and escalation tracking
- Root cause and theme reporting
- Compensation and remedy recording
- Linked repairs, cases and tenancy context
- Service improvement actions arising
- Performance reporting against the Code
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
Is this aligned to the Housing Ombudsman Complaint Handling Code?
Yes. Stage 1 and Stage 2 timescales, acknowledgement requirements and escalation rules follow the Code, and self-assessment evidence is generated from live case data.
What happens when a deadline is at risk?
The case escalates before the deadline rather than after, so a manager can act while a response is still possible within time.
Can a complaint link to the repair that caused it?
Yes, and it should. Linked records mean the investigation sees the actual repairs history rather than a summary typed by whoever took the call.
How do we evidence compliance to the Ombudsman?
Every case carries a complete timestamped audit trail, and Code self-assessment reporting draws directly from case data rather than a manual return.
See complaints handled to the Code
Thirty minutes through a complaint from intake to Stage 2, including what happens when a deadline comes under pressure.