Bedroom Tax Case Management
To Learn More About Bedroom Tax Case Management
What is Bedroom Tax Case Management?
A Bedroom Tax (size criteria) case covers the landlord’s response to a social-rent resident being affected by the spare-room subsidy rules introduced by the Welfare Reform Act 2012, which reduce Housing Benefit (HB) or the housing element of Universal Credit (UC) by 14% for one extra bedroom and 25% for two or more. Landlords support affected residents by identifying the shortfall, signposting Discretionary Housing Payment (DHP) applications, reviewing arrears risk, and discussing rehousing via mutual exchange or downsizing where appropriate.
Bedroom Tax — End-to-End Workflow
- Logged — case raised from an HB change, UC alert, income officer review or resident contact into one Bedroom Tax case on Propsys360.
- Acknowledged — resident contacted with an explanation of the charge, the shortfall amount and the available support routes.
- Investigated — household composition verified, rent account impact modelled, vulnerability and medical need reviewed against the case.
- Actioned — DHP application supported, downsizing and mutual exchange options discussed, Welfare Benefit Referral raised where needed, affordable payment plan agreed.
- Resolved — shortfall covered by DHP, rehousing underway, or manageable payment plan in place; rent account stable.
- Closed and learned — case closed with outcome captured; aggregate reporting feeds tenancy-sustainment and downsizing campaigns.
Bedroom Tax Case Management in Propsys360
- One record, one version of the truth — every Bedroom Tax case lives in a single record in the Propsys360 Case Management module, built on Microsoft Dynamics 365, replacing parallel spreadsheets, shared inboxes and chased email threads
- Linked to the Case Management ecosystem — Rent for the account impact, Welfare Benefit Referral for DHP support, Allocations for downsizing and mutual exchange, and Tenancy Management for the household record — so the bedroom tax context is visible without hunting across systems
- Stage-driven workflow — shortfall identified, support applied and tenancy sustained — with due dates, reminders and automated escalation when timescales slip
- Every interaction on one timeline — calls, emails, SMS, portal messages, site visits, photos and documents attached to the same case record
- Reporting and oversight — live dashboards by team, patch, officer and case age; regulator-ready evidence on demand for the Regulator of Social Housing and Housing Ombudsman
- Resident-facing self-service — residents can raise, update and track their bedroom tax case through the Customer Portal, cutting inbound calls and speeding resolution
- Microsoft-native and secure — single sign-on, role-based access, UK-hosted data, full audit trail; works where your teams already work, in Outlook, Teams and the Dynamics 365 app
Teams Helped by Bedroom Tax Case Management
Contact Centre / Customer Service Advisor — sees the resident’s bedroom-tax status and DHP history at first contact; can escalate directly to the income team without the resident repeating their story.
Housing Officer / Tenancy Management — has a live list of affected residents on their patch, with shortfall, arrears and any DHP in force, prioritising home visits by tenancy-sustainment risk.
Income / Welfare Benefits Officer — works every bedroom-tax case with the rent account, HB/UC letters and support referrals on one record, so DHP applications are evidenced and renewed on time.
Team Leader / Service Manager — dashboards show open bedroom tax cases by age, stage and patch, so escalations are surfaced early and evidence is ready for monthly performance packs and regulator submissions.
Head of Housing / Director — one trusted data source across bedroom tax and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
Propsys360 Housing Management System
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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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What Our Customers Have To Say
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.
