Staircasing Case Management
To Learn More About Staircasing Case Management
What is Staircasing Case Management?
A Staircasing case covers a shared owner’s application to purchase additional equity in their home. The process is governed by the shared-ownership lease (Homes England or GLA model) and, since the 2021 Shared Ownership Model for Rent to Buy schemes, includes 1% gradual staircasing for ten years. Landlords must evidence valuation (RICS Red Book), lease terms, rent recalculation and correct handling of any sublet or defect that blocks sale.
Staircasing — End-to-End Workflow
- Logged — staircasing application captured into one Staircasing case on Propsys360.
- Acknowledged — shared owner acknowledged with process, fees and timescale.
- Investigated — lease clauses, current equity, previous staircasing and any arrears / defect blockers checked.
- Actioned — RICS valuation obtained, memorandum of staircasing drafted, rent recalculated, solicitor pack issued.
- Resolved — completion achieved, lease amended, new rent and equity recorded, Land Registry updated, or withdrawn.
- Closed and learned — case closed with valuation and lease evidence; staircasing volumes feed shared-ownership strategy.
Staircasing Case Management in Propsys360
- One record, one version of the truth — every Staircasing 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 — Sales and Home Ownership, Finance for rent recalculation, Legal for lease amendment, and Customer Portal for applicant visibility — so the staircasing context is visible without hunting across systems
- Stage-driven workflow — staircasing application valued, completed and rent recalculated accurately — 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 staircasing 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 Staircasing Case Management
Contact Centre / Customer Service Advisor — captures the application with the right fees and expectations first time — no shared owner is chasing the valuer for a month.
Housing Officer / Tenancy Management — sees shared-ownership staircasing in the same system as rented stock on patch; income recalculations are automatic.
Home Ownership / Leasehold Specialist — runs valuation, lease amendment and completion from one record; new equity, rent and Land Registry positions match.
Team Leader / Service Manager — dashboards show open staircasing 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 staircasing 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
- Integrated
- Seamless
- Modular
- End-to-End
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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Our Clients
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.
