Suggestions Case Management
To Learn More About Suggestions Case Management
What is Suggestions Case Management?
A Suggestions case covers tenant ideas for service improvement — repairs, digital, estates, communications, community safety, sustainability. Under the Regulator of Social Housing Transparency, Influence and Accountability standard, landlords must demonstrate they listen to residents and show how suggestions are considered and, where adopted, acted on. Suggestions are distinct from complaints (Housing Ombudsman Complaint Handling Code applies only to expressions of dissatisfaction).
Suggestions — End-to-End Workflow
- Logged — suggestion captured into one Suggestions case on Propsys360.
- Acknowledged — resident thanked with expected review timescale and feedback-loop commitment.
- Investigated — suggestion routed to the right service owner; cost, feasibility and impact assessed.
- Actioned — decision recorded (adopt / pilot / decline with reasons); owner assigned where adopted.
- Resolved — change implemented or decision explained to the resident; wider communications issued.
- Closed and learned — case closed with outcome evidence; aggregate adoption rates feed annual resident-involvement and TSM reporting.
Suggestions Case Management in Propsys360
- One record, one version of the truth — every Suggestions 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 — Policy and Customer Experience for adoption, Communications for close-the-loop, Resident Involvement for panel visibility, and Customer Portal for self-service submission — so the suggestions context is visible without hunting across systems
- Stage-driven workflow — suggestion captured, assessed, adopted or declined and fed back to the resident — 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 suggestions 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 Suggestions Case Management
Contact Centre / Customer Service Advisor — thanks the resident properly and captures the idea accurately — no “that’s a complaint” misrouting and no ideas lost in email.
Housing Officer / Tenancy Management — sees suggestions from patch in context, can back local ideas and close the feedback loop at estate visits.
Customer Experience / Engagement Officer — runs adoption decisions and evidence on one record; Regulator TIA evidence of resident influence is always report-ready.
Team Leader / Service Manager — dashboards show open suggestions 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 suggestions 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
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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.
