Rebanding Application Case Management
To Learn More About Rebanding Application Case Management
What is Rebanding Application Case Management?
A Rebanding Application case supports tenants challenging their Council Tax band with the Valuation Office Agency (VOA), or requesting a change in property classification (e.g. HMO, shared accommodation). Landlords signpost, provide supporting evidence (comparable properties, floorplans, tenancy data) and, where the reband succeeds, trigger a refund or rent adjustment. The case must evidence advice given and protect the landlord against future overcharging claims.
Rebanding Application — End-to-End Workflow
- Logged — rebanding request captured into one Rebanding Application case on Propsys360.
- Acknowledged — tenant acknowledged with expected steps and signposted to the VOA.
- Investigated — supporting evidence (comparables, floorplans, tenancy history) assembled; any arrears or refund position checked.
- Actioned — evidence pack issued, VOA application tracked, internal records updated, Council Tax contacts notified.
- Resolved — outcome recorded (upheld / rejected / adjusted), any refund or backdated rent change processed.
- Closed and learned — case closed with VOA decision attached; successful-reband patterns feed stock classification review.
Rebanding Application Case Management in Propsys360
- One record, one version of the truth — every Rebanding Application 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 — Tenancy & Rent for any rent adjustment, Finance for refunds, Asset Management for property reclassification, and Customer Portal for tenant updates — so the rebanding application context is visible without hunting across systems
- Stage-driven workflow — rebanding request evidenced, supported with VOA and outcome captured — 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 rebanding application 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 Rebanding Application Case Management
Contact Centre / Customer Service Advisor — captures the rebanding query with the correct evidence list first time — no “call the council” bounce and no lost advice trail.
Housing Officer / Tenancy Management — sees rebanding activity on patch and can connect outcomes to stock classification and rent-setting without a spreadsheet.
Income / Tenancy Specialist — runs the VOA evidence pack, tracks the outcome and processes any refund or rent change on one defensible record.
Team Leader / Service Manager — dashboards show open rebanding application 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 rebanding application 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.
