Welfare Benefit Referral Case Management
To Learn More About Welfare Benefit Referral Case Management
What is Welfare Benefit Referral Case Management?
A Welfare Benefit Referral case covers referrals to internal financial-inclusion teams or external partners (Citizens Advice, local authority welfare teams, food banks, Household Support Fund) for tenants who may not be claiming full entitlement — Universal Credit, Housing Benefit, PIP, Attendance Allowance, Carer’s Allowance, DHP, Council Tax Support. Landlords must evidence referral, consent under UK GDPR, outcome and the income-maximisation impact on tenancy sustainment and arrears.
Welfare Benefit Referral — End-to-End Workflow
- Logged — referral captured into one Welfare Benefit Referral case on Propsys360.
- Acknowledged — tenant acknowledged, consent to data sharing captured, partner selected.
- Investigated — income, arrears, household and health position reviewed; entitlement-check scope agreed.
- Actioned — referral made to internal team or partner, claim supported (forms, evidence, appeals), outcome tracked.
- Resolved — new benefit in payment, arrears reduction or DHP award recorded, tenancy-sustainment risk updated.
- Closed and learned — case closed with outcome evidence; aggregate income-gained value feeds Board, Regulator and funder reporting.
Welfare Benefit Referral Case Management in Propsys360
- One record, one version of the truth — every Welfare Benefit Referral 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 — Financial Inclusion for casework, Income for arrears linkage, Safeguarding where vulnerability, and Customer Portal for consent and outcome — so the welfare benefit referral context is visible without hunting across systems
- Stage-driven workflow — benefit referral made with consent, tracked and income-gained evidenced — 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 welfare benefit referral 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 Welfare Benefit Referral Case Management
Contact Centre / Customer Service Advisor — spots the entitlement gap, captures consent and makes the referral in the same call — no tenant falling through the gaps.
Housing Officer / Tenancy Management — sees income-maximisation outcomes on patch and can connect sustainment, arrears and health into one plan.
Financial Inclusion / Welfare Rights Officer — runs the referral, claim and appeal from one record; income-gained value and tenancy-sustainment impact are reportable.
Team Leader / Service Manager — dashboards show open welfare benefit referral 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 welfare benefit referral and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
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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.
