Tenancy Renewal Case Management
To Learn More About Tenancy Renewal Case Management
What is Tenancy Renewal Case Management?
A Tenancy Renewal case covers the review and renewal of fixed-term social or affordable tenancies — flexible tenancies under the Localism Act 2011, assured shorthold tenancies, starter / introductory tenancies approaching their anniversary, and Folio / intermediate tenancies. Landlords must evidence the review, consider under-occupation, ASB, arrears and suitability, and serve the correct statutory notice (e.g. Section 21 alternatives under the Renters (Reform) Bill framework) where renewal is refused.
Tenancy Renewal — End-to-End Workflow
- Logged — renewal trigger (fixed-term expiry or review date) captured into one Tenancy Renewal case on Propsys360.
- Acknowledged — tenant acknowledged with timescale and review criteria.
- Investigated — conduct, arrears, ASB, under-occupation, household change and suitability reviewed; rent-setting refreshed.
- Actioned — renewal offer issued, new tenancy signed, or non-renewal decided with correct statutory notice and appeal route.
- Resolved — new tenancy live, rent and contact records updated, or possession route started; appeal processed.
- Closed and learned — case closed with review evidence; renewal and refusal patterns feed allocation and tenancy strategy.
Tenancy Renewal Case Management in Propsys360
- One record, one version of the truth — every Tenancy Renewal 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 Management for the new tenancy, Income for arrears review, ASB for conduct, and Lettings for reallocation on refusal — so the tenancy renewal context is visible without hunting across systems
- Stage-driven workflow — tenancy reviewed, renewed, refused or reallocated on a defensible, statutory basis — 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 tenancy renewal 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 Tenancy Renewal Case Management
Contact Centre / Customer Service Advisor — explains the renewal review with confidence and the tenant knows exactly what evidence is needed.
Housing Officer / Tenancy Management — sees renewals due on patch and can intervene on arrears or ASB before renewal triggers a refusal.
Tenancy Strategy / Specialist — runs the review, renewal and non-renewal decision on one record — correct notices, correct appeal route, correct rent set.
Team Leader / Service Manager — dashboards show open tenancy renewal 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 tenancy renewal 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.
