Complaints Case Management
To Learn More About Complaints Case Management
What is Complaints Case Management?
A complaint is an expression of dissatisfaction from a resident about the standard of service, actions, or lack of action from their landlord or its staff. Under the Housing Ombudsman Service’s statutory Complaint Handling Code (CHC), every social landlord in England must operate a clear two-stage process with defined response deadlines and a complete audit trail. Handling complaints well is central to resident trust, compliance with the Regulator of Social Housing’s Transparency, Influence and Accountability (TIA) Standard, and avoiding findings of maladministration.
The operational challenge: a single complaint almost always touches Repairs, Tenancy, Anti-Social Behaviour (ASB) and frontline contact teams. Without one shared record, colleagues re-key the same information into different systems, chase each other by email, and ask residents to repeat their story every time the case changes hands.
Complaints Case Flow
- Logged — complaint captured from any channel (phone, email, web form, resident portal) into one Complaints case record. No duplicate logs in spreadsheets or inboxes.
- Acknowledged — within the 5-working-day Complaint Handling Code (CHC) deadline; case owner assigned without a handoff email.
- Stage 1 investigation — evidence from linked Repairs, Anti-Social Behaviour (ASB) and Tenancy cases is already on the record. Nothing to re-pull, nothing to re-type.
- Stage 1 response issued — within 10 working days; response saved back to the same case record.
- Stage 2 escalation — triggered in one click; full Stage 1 history, evidence and correspondence carry forward automatically.
- Stage 2 investigation — independent reviewer picks up the complete case history instantly; no briefing pack to assemble.
- Stage 2 response issued — within 20 working days.
- Closed — remedy and learning outcome recorded on the one record and fed straight into the annual CHC self-assessment.
- Housing Ombudsman Service referral — optional branch; the full case file exports in one click, nothing reassembled from multiple systems.
Case Flow
- One record, one version of the truth — every Complaints case lives in a single record in the Case Management module, replacing parallel spreadsheets, shared inboxes and chased email threads
- Linked cases across the platform — the Complaints case is automatically joined to the resident’s Repairs, Anti-Social Behaviour (ASB), Tenancy and Contact records, so evidence is pre-populated and never re-keyed
- Captured once, visible everywhere — information the contact centre logs at 9am is on the housing officer’s screen at 9.01am, with no overnight sync, export or re-entry
- Configurable Stage 1 → Stage 2 workflow with Service Level Agreement (SLA) clocks for the 5-, 10- and 20-working-day Complaint Handling Code (CHC) deadlines — no manual diary-keeping, no breach-day surprises
- Auto-acknowledgements, auto-assignments and automatic escalation before a case breaches — fewer Outlook reminders, fewer dropped balls
- Complaint Handling Code self-assessment returns and Key Performance Indicator (KPI) reports pulled from the live case data — no month-end spreadsheet marathon, no data requests to IT
- Housing Ombudsman Service case files exported in one click in the format the Ombudsman expects — nothing rebuilt from notes, nothing missing from the bundle
- One dashboard by stage, theme, root cause and owner — complaints officers, team leaders and the executive board all read from the same numbers, in real time.
Who it Helps
Contact Centre / Customer Service Advisor — logs the complaint once and sees the resident’s full history on the same screen, so the resident never has to repeat their story to the next person.
Housing Officer / Neighbourhood Officer — investigates Stage 1 with Repairs, Anti-Social Behaviour (ASB), Tenancy and Contact history already linked to the case. No switching between systems, no calls to Repairs to ask ‘what happened on this job’.
Complaints Officer — runs Stage 2 with the complete Stage 1 history, evidence and resident correspondence already on the record. Starts investigating, not reassembling.
Team Leader / Housing Manager — sees every open Complaints case, its owner, its stage and its Service Level Agreement (SLA) risk on one dashboard. Reassigns in one click instead of picking through inboxes.
Compliance / Governance Officer — the annual Complaint Handling Code (CHC) self-assessment auto-populates from live case data. Housing Ombudsman Service bundles export cleanly. No quarter-end scramble.
Director of Customer Services / Executive / Board — board reporting and regulator returns come from the same live case record the frontline is using. One set of numbers, no Friday-night data pull, no reconciling versions.
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Propsys360 empowers social housing with streamlined property operations, advanced technology, and focused resident support through a comprehensive housing management system, integrating property management software and tenant management solutions for future-proof housing management.
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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.
Their integrated agile project teams deliver across a range of business requirements in partnership with our Product Owners, such as System Enhancements, Data Integration & Cloud Migration, enabling Notting Hill Genesis to accelerate our digital transformation goals.
In partnership with Neo Technology, we have enhanced this solution by leveraging the capabilities of Azure Integration Services. This integration enables seamless agent engagement and efficient work status sharing between the Omnichannel system and our SaaS-based work allocation platform.
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.
This achievement was made possible through the expertise and dedication of Neo Technology. We extend our sincere thanks to Neo Technology for their invaluable support.
