Disrepair Case Management
To Learn More About Disrepair Case Management
What is Disrepair Case Management?
Disrepair is a landlord’s failure to keep a property in the condition required by statute or the tenancy agreement — including damp, mould, leaks, structural defects, faulty services and hazards that affect a resident’s health or safety. Under the Homes (Fitness for Human Habitation) Act 2018 and Awaab’s Law (Social Housing (Regulation) Act 2023), social landlords must investigate and remediate defined hazards within strict statutory timeframes. The Housing Conditions Protocol (HCP), the civil pre-action protocol for housing disrepair, governs legal claims — failure to respond in time exposes landlords to court proceedings and uncapped legal costs.
The operational challenge: a disrepair case typically involves a resident, a claimant firm, a surveyor, a repairs team, a Damp & Mould specialist and the complaints or legal function — each looking at their own data source. Without one linked record, evidence goes missing, statutory deadlines slip, and landlords end up settling claims they could have defended.
Disrepair — End-to-End Workflow
- Logged — disrepair notified by resident, claimant firm (via Housing Conditions Protocol letter), contact centre or inspection into one Disrepair case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — hazard assessed against Awaab’s Law timelines, Homes (Fitness for Human Habitation) Act obligations and Housing Conditions Protocol (HCP) response windows; owner assigned.
- Surveyor inspection — visit scheduled via the Repairs Management module; photos, readings and surveyor report attached to the case.
- Works identified — remedial and follow-on works raised directly in the Repairs Management module, linked back to the Disrepair case.
- Pre-action response — HCP response drafted, approved and served within the 20-working-day window; every version of the letter kept on the case.
- Works completed — evidence of completion, post-works inspection and damp and mould readings recorded against the case via the Damp & Mould module.
- Legal escalation — optional branch; court proceedings, disclosure and witness statements tracked against the case record.
- Closed — remedy captured, resident confirmation received, learning fed to the Repairs and Damp & Mould dashboards to prevent recurrence.
Disrepair Case Management in Propsys360
- One record, one version of the truth — every Disrepair case lives in a single record in the Propsys360 Case Management module, built on Microsoft Dynamics 365, replacing claim trackers, surveyor spreadsheets and legal-team email chains
- Linked across Propsys360 — the Disrepair case is joined automatically to the Repairs Management module, the Damp & Mould module, Tenancy Management and Contact history, so evidence is pre-populated and never re-keyed
- Awaab’s Law and Housing Conditions Protocol (HCP) clocks built in — Service Level Agreement (SLA) timers start the moment a case is raised, with automatic escalation before any statutory or protocol deadline slips
- Surveyor inspections scheduled through the Repairs Management module; their findings, photos and reports stored against the single Disrepair case — no second data-entry step back at the office
- Pre-action letters, Letters of Claim and Particulars of Claim tracked on the case record, not on individual laptops
- Legal spend, settlement values and costs captured per case and rolled into Propsys360 reporting — finance, legal and housing read from the same numbers
- Damp and mould readings, photos and risk assessments flow from the Damp & Mould module straight onto the Disrepair case and the linked Repairs job — entered once, visible everywhere
- Live dashboards by hazard type, claim status, claimant firm and case age — one set of numbers for operations, the claims team and the executive board
Teams Helped by Disrepair Case Management
Contact Centre / Customer Service Advisor — records a disrepair report once and sees the resident’s full repairs, damp and mould history on the same screen, so the resident is never sent round the houses.
Surveyor / Damp & Mould Specialist — arrives on site with the full case history on a tablet; photos, readings and notes go straight to the Disrepair case and the Repairs job, with no write-up waiting back at base.
Repairs Team / Maintenance Planner — raises follow-on jobs directly from the Disrepair case through the Repairs Management module; Service Level Agreement (SLA) clocks stay visible on the job so urgency is never lost between systems.
Legal / Disrepair Claims Officer — manages Housing Conditions Protocol (HCP) responses, Letters of Claim and court deadlines on the same record as the maintenance history; evidence bundles export in one click.
Compliance / Governance Officer — Awaab’s Law and Homes (Fitness for Human Habitation) Act reporting runs from live case data via Propsys360’s Unified Regulatory Reporting Tool, not a quarterly spreadsheet pull.
Director of Property / Executive / Board — sees live dashboards for disrepair volumes, open claims, settlement spend and hazard risk alongside the Damp & Mould and Repairs Management data — one live picture, no reconciling.
Propsys360 Housing Management System
- Integrated
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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.
Service Charges
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Unified Regulatory Reporting Tool
Streamline reporting, ensure compliance, enhance governance with real-time reporting and document management software, enhancing governance with Propsys360.
Repairs Management Module
Efficiently handle repairs with rental property management software to protect property value and enhance tenant satisfaction.
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Case Management
Enhance governance with case management system software to streamline operations and boost tenant satisfaction.
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Customer Portal
Transform tenant experiences with customer management software, offering a modern, tenant-focused housing service portal.
Damp & Mould
Manage damp and mould issues efficiently with property maintenance management software, integrating IoT for better control.
Stock Condition Survey
Revolutionise property insights with advanced housing management software for property condition surveys and analytics.
Tenancy Management
Streamline operations with property management software for landlords, ensuring regulatory compliance and improving tenant engagement.
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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.
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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.
