Case management
Every tenancy question answered from one record
Handle enquiries and information requests consistently, with every response logged against the tenancy for reference, audit and later disputes.
- 100%of actions evidenced
- Everystatutory deadline tracked
- 1case record per matter
- 0cases lost between teams
What it means
For the resident
Whoever answers knows who you are, where you live and what has already happened.
For your Housing Management team
Every tenancy question is answered from one record instead of three systems and a phone call to another team.
Enquiries answered once, recorded properly
One place for every enquiry
Requests from residents, solicitors, local authorities and support agencies enter one process rather than several inboxes.
Answered from the record
Responses draw on the live tenancy record, so two officers asked the same question give the same answer.
Statutory requests tracked
Subject access requests and data requests carry their statutory deadlines, which are easy to miss when treated as ordinary correspondence.
Logged for later
Every response is recorded against the tenancy, which matters when a complaint or claim turns on what a resident was told and when.
What Propsys360 covers for tenancy records
- Enquiry intake from residents and third parties
- Solicitor and local authority information requests
- Subject access request handling with deadlines
- Tenancy verification and reference requests
- Response templates and consistency checks
- Identity verification and authority to act
- Redaction and third-party data handling
- Response recording against the tenancy
- Escalation for complex or contested requests
- Response time and volume reporting
How it works
The path a case takes from the moment it arrives, and what happens automatically at each step.
Request received
Any enquiry or information request is logged, with the requester's identity and authority to act verified at intake.
Classified and routed
The request type determines the process, the deadline and who handles it — a subject access request is not treated as general correspondence.
Response prepared
Information is drawn from the live tenancy record, with redaction applied where third-party data is involved.
Issued and recorded
The response is sent and recorded against the tenancy, so what was said and when is retrievable later.
Before and after: tenancy records
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 |
|---|---|
| A tenancy question is answered by opening four systems. | One record answers it, with history attached. |
| Changes are recorded inconsistently between teams. | Every change is structured, attributed and timestamped. |
| Vulnerability information is held informally. | Support needs and adjustments sit on the record everyone uses. |
What tenancy information 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.
- Household composition and relationships
- Contact preferences and communication needs
- Vulnerabilities and reasonable adjustments
- Consent and GDPR lawful basis recording
- Tenancy documents and correspondence
- Succession, assignment and transfer requests
- Property and tenure detail
- Complete audit trail on every change
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
Does it handle subject access requests?
Yes, with the statutory response deadline tracked from receipt and redaction workflow for third-party data. Treating SARs as ordinary post is how deadlines get missed.
How do we verify who is asking?
Identity and authority to act are captured at intake, so information is not released to someone without the standing to receive it.
Why record routine enquiries at all?
Because complaints and disrepair claims frequently turn on what a resident was told and when. An unrecorded phone answer is indefensible six months later.
Can responses be standardised?
Yes. Templates keep answers consistent while still drawing live data from the tenancy record.
See enquiry handling and a subject access request
Thirty minutes covering a routine tenancy enquiry and a subject access request, including redaction and deadline tracking.