Every journey. Every obligation.
Give residents 24/7 access to the services they use most
Repairs, appointments, rent balances, payments, documents, messages and case updates can all be accessed from the same live record - on a phone, tablet or desktop.
- 82%tenant self-service adoption — measured client outcome
- 24/7self-service access
- 50%of core processes automated — measured client outcome
- 1login for everything
What it means
For the resident
Report a repair, choose an appointment, check a balance, make a payment, view documents and follow progress at the time that suits you.
For your Customer Services team
Self-service uses the same live records colleagues see, so a digital transaction completes the work instead of creating a request that someone must re-key.
Self-service that residents will actually use
Report and track a repair
Lead with the transactions residents use most: repairs, appointment tracking, balances and payments. Adoption follows usefulness.
Pay and see the balance
Portal status, balances and documents come from current platform data rather than a separate resident-facing copy.
One message thread
Secure messages stay with the tenancy or case, giving residents and colleagues one consistent history.
Built for phones first
Designed for phones and lower-bandwidth connections, with multi-language and accessible journeys.
What Propsys360 covers for a resident portal
- Tenancy dashboard with balance and key dates
- Repair reporting, appointment booking and live status
- Card payments and payment history
- Rent statements and service charge breakdowns
- Secure two-way messaging with housing officers
- Document access — tenancy agreement, certificates, letters
- Complaints and ASB reporting
- Contact preference and vulnerability updates
- Community and local information resources
- Accessible to WCAG 2.2 AA, with full keyboard and screen reader support
How it works
The path a case takes from the moment it arrives, and what happens automatically at each step.
Resident registers once
Identity is verified against the tenancy record, so the portal shows their data and only their data from the first login.
They self-serve
Repairs, payments, statements and messages all work without a phone call, at whatever hour suits them.
Officers see the same record
Nothing is duplicated. A repair raised in the portal is the same works order an officer sees, not a request to be rekeyed.
Contact centre volume falls
Routine transactional calls drop away, leaving officers to handle the cases that genuinely need a person.
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.
The resident journey
What a resident sees when they report, track and resolve something themselves.
What you can achieve
Adoption where it matters
82% tenant self-service adoption on the transactions residents actually use.
Time saved through self-service
50% of core processes automated, releasing colleague time for the work that needs a person.
Measured, not assumed
Measured against completed digital transactions and genuinely avoided contacts, not registrations alone.
What a resident portal 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.
- Repair reporting with guided diagnosis
- Repair tracking and appointment visibility
- Rent balance, statement and payment history
- Online payments and Direct Debit setup
- Case and complaint progress
- Secure messaging with the housing team
- Tenancy documents and personal detail updates
- Household and vulnerability information
- Surveys and feedback capture
- Mobile access and multi-language support
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 do we get residents to actually register?
Adoption comes from usefulness, not campaigns. Providers see the strongest uptake when the portal is the fastest route to book a repair and check a balance — so those two journeys are the ones to get right first.
Is it accessible?
Yes. The portal is built to WCAG 2.2 AA, works with screen readers and keyboard navigation, and is tested on low-bandwidth mobile connections.
What about residents who can't or won't go online?
Nothing is portal-only. Every journey remains available by phone and in person — the portal removes volume from those channels rather than replacing them.
Can residents see their whole tenancy history?
Yes, within the boundaries you configure. You control which documents, charges and case types are visible.
See the portal from a resident's phone
See the portal on a resident's phone using the same repair, balance and case data colleagues see.