Building Safety Enquiry Case Management
To Learn More About Building Safety Enquiry Case Management
What is Building Safety Enquiry Case Management?
A Building Safety Enquiry is any safety-related question, concern, mandatory occurrence or report from a resident, leaseholder or third party about a Higher-Risk Building (HRB) or any other building the landlord is responsible for. The Building Safety Act 2022, the Higher-Risk Buildings (Management of Safety Risks etc.) (England) Regulations 2023 and the Fire Safety (England) Regulations 2022 reshaped what a social landlord is expected to do: maintain the Golden Thread of building information, operate a published Resident Engagement Strategy, respond within statutory timescales, log Mandatory Occurrence Reports (MORs) to the Building Safety Regulator (BSR), and keep an evidenced safety case report on every HRB.
The operational challenge: a safety enquiry can move within minutes from a routine question into a Mandatory Occurrence Report or a building-evacuation decision. It needs Building Safety Manager involvement, fire-safety inspection records, cladding and compartmentation evidence, Section 156 duty-holder documentation and clear, prompt resident communication. Without one shared record linked to the building’s Golden Thread, the same question gets asked twice, the regulator’s deadlines slip, and the audit trail the BSR will demand stops being trustworthy.
Building Safety Enquiry — End-to-End Workflow
- Logged — building safety enquiry captured from any channel (phone, resident portal, Resident Engagement Strategy email, leaseholder letter, Mandatory Occurrence Report) into one Building Safety case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — assessed against the Building Safety Act 2022 threshold; routine question, formal building safety enquiry, or potential Mandatory Occurrence Report (MOR) decision recorded with reasoning.
- Linked to the building’s Golden Thread — the Higher-Risk Building (HRB) record, the safety case report, current fire-risk assessment and compartmentation records auto-attached so investigation starts with the full picture.
- Building Safety Manager (BSM) review — owner assigned; resident contacted within the published Resident Engagement Strategy timescale; technical advice from fire engineers or cladding experts attached.
- Action — works raised through the Repairs Management module, evacuation decision recorded with rationale, Mandatory Occurrence Report submitted to the Building Safety Regulator (BSR), or formal response issued — whichever the case demands.
- Resident communication — every update logged on the case, sent through the resident’s preferred channel, and held against the Resident Engagement Strategy commitments.
- Closed — outcome recorded against statutory categories; safety case report updated; learning fed into the next BSR-required review.
- BSR / regulator export — full case bundle exports in one click in the format the Building Safety Regulator and any inquest, inquiry or local authority partner expects.
Building Safety Enquiry Case Management in Propsys360
- One record, one version of the truth — every Building Safety Enquiry lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing fire-safety inboxes, cladding spreadsheets and Building Safety Manager notebooks.
- Linked to the Higher-Risk Building (HRB) Golden Thread — current safety case report, fire-risk assessment, compartmentation evidence, Mandatory Occurrence Reports and resident engagement records all attached to the case automatically.
- Mandatory Occurrence Reporting (MOR) ready — threshold check built in; if the case meets the criteria the Building Safety Regulator (BSR) submission is drafted from the case data, not retyped.
- Resident Engagement Strategy compliance — Service Level Agreement (SLA) clocks aligned to the published response times the strategy commits to; no missed promises to residents.
- Section 156 duty-holder evidencing — every action attributable to the Accountable Person, Building Safety Manager and Principal Designer / Contractor, with reasoning attached for any decision.
- Fire Safety (England) Regulations 2022 alignment — quarterly fire-door checks, annual flat-entrance door checks and resident information packs all generated from the same case ledger.
- Leaseholder communication built in — Section 20 consultations, leaseholder safety letters and Building Safety Levy correspondence sit on the same case record, not in a separate inbox.
- Building Safety Regulator (BSR) audit pack — single-click export in the format the regulator, an inquest or a local authority partner expects, with no manual reassembly.
Teams Helped by Building Safety Enquiry Case Management
Contact Centre / Customer Service Advisor — logs a building safety enquiry once with the right Higher-Risk Building (HRB) auto-identified, so the resident is reassured at the first call and the right team is notified the same minute.
Building Safety Manager (BSM) — runs the case with the safety case report, latest fire-risk assessment and compartmentation evidence already on the record; investigation starts with full context, not a 24-hour evidence pull.
Fire Safety Officer / Compliance Officer — picks up linked actions — door inspections, alarm testing, evacuation drills — with the case context already in front of them.
Leaseholder / Resident Liaison — sees every promise made to the resident under the published Resident Engagement Strategy, ensuring nothing is missed and tone is consistent.
Accountable Person / Director of Building Safety — sees every open case, its risk category, Mandatory Occurrence Report (MOR) status and Building Safety Regulator (BSR) submission deadline on one dashboard.
Legal / Inquest Coordinator — exports the full case file for an inquest, public inquiry or BSR enforcement matter in one click; nothing rebuilt from notes, nothing missing from the bundle.
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.
