Repairs Enquiry Case Management
To Learn More About Repairs Enquiry Case Management
What is Repairs Enquiry Case Management?
A Repairs Enquiry is any resident contact about a repair — from a new repair report through to a follow-up on a job that’s already raised, a question about appointment timing, a complaint about workmanship or a request for an update. Repairs are the single biggest reason residents contact a social landlord, and the Regulator of Social Housing’s Tenant Satisfaction Measures (TSM) include three repairs-related indicators (overall satisfaction, satisfaction with time taken, and overall building safety). Awaab’s Law (Social Housing (Regulation) Act 2023) introduced statutory timescales for Damp and Mould and other prescribed hazards. Right to Repair (Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994) sets compensation for missed appointments on qualifying repairs.
The operational challenge: a single repair often generates multiple enquiries — the original report, a follow-up about the appointment, a question about the operative, a complaint that the leak is back. Without one shared record linking the enquiry to the underlying job, residents repeat themselves at every contact, the contact centre raises duplicate jobs, and the audit trail the regulator expects becomes unreliable. A single Repairs Enquiry case linked to the Repairs Management module gives every team the same picture — and the resident a consistent answer first time.
Repairs Enquiry — End-to-End Workflow
- Logged — repairs enquiry captured from any channel (phone, email, web form, resident portal, in-person at a community space) into one Repairs Enquiry case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — new repair, follow-up on existing job, question about appointment, complaint about workmanship, or referral to Awaab’s Law / Damp and Mould; routed accordingly with the right Service Level Agreement (SLA) clock.
- Linked — joined automatically to the resident’s Tenancy, any open Repairs jobs, prior Repairs history, Damp and Mould, Disrepair and Complaints records.
- Action — new job raised through the Repairs Management module, existing job updated, appointment rebooked, contractor escalated, or the enquiry resolved at first contact with no new job needed.
- Resident update — communication preference honoured (SMS, email, post or call); update logged on the case automatically.
- SLA tracking — Right to Repair, Awaab’s Law and the landlord’s published responsive-repair targets all tracked in real time with breach alerts before the deadline lapses.
- Closed — outcome recorded; first-time-fix flag updated; resident satisfaction survey triggered.
- Trend feedback — repeat enquiries and missed first-time-fix attempts feed Repairs performance management without a separate report exercise.
Repairs Enquiry Case Management in Propsys360
- One record, one version of the truth — every Repairs Enquiry lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing duplicate jobs in the repairs system, contact-centre call notes and email chains with contractors.
- Linked across Propsys360 — joined automatically to the Tenancy, Repairs Management, Damp and Mould, Disrepair, Complaints and Building Safety records; one screen, one truth.
- First-time-fix tracking — every enquiry captured against a single underlying job; first-time fixes, repeat visits and missed appointments visible in real time without a manual review.
- Awaab’s Law and Right to Repair Service Level Agreement (SLA) clocks — statutory timescales tracked alongside the landlord’s own published targets; breach alerts before any deadline lapses, not the day after.
- Repeat-enquiry detection — the same address, same hazard, same contractor pattern surfaced automatically so the underlying problem is fixed, not re-opened every six months.
- Resident communication built in — preferred channel, language and accessibility need honoured for every update; nothing falls into a generic call queue.
- Contractor performance management — repeat visits, missed appointments and complaint-source repairs roll up to contractor scorecards from live case data.
- Reporting — Tenant Satisfaction Measures (TSM) repairs indicators, board-ready KPIs and Awaab’s Law compliance pulled live from case data; no month-end spreadsheet exercise.
Teams Helped by Repairs Enquiry Case Management
Contact Centre / Customer Service Advisor — answers the phone with the resident’s full repairs history on the screen and resolves more enquiries at first contact; no duplicate jobs, no transferred calls.
Repairs Planner / Scheduler — sees enquiries linked to existing jobs in real time and rebooks, escalates or raises new work without leaving the record.
Repairs Operative / Surveyor — arrives on site with the case context — prior visits, prior enquiries, photos, recharges — already on the tablet; one visit, full picture.
Damp and Mould / Disrepair Specialist — picks up linked Awaab’s Law cases automatically when a Repairs Enquiry triggers the threshold; no separate referral to chase.
Resident / Tenant — sees their enquiry’s status, expected appointment and contact owner in the resident portal without picking up the phone.
Director of Repairs / Head of Operations — sees first-time-fix, Service Level Agreement (SLA) compliance, repeat-enquiry rates and contractor performance on one dashboard, with Tenant Satisfaction Measures (TSM) trending in real time.
Propsys360 Housing Management System
- Integrated
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- 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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Unified Regulatory Reporting Tool
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Repairs Management Module
Efficiently handle repairs with rental property management software to protect property value and enhance tenant satisfaction.
Asset Management
Leverage asset management software to centralise data, improve regulatory compliance, and enhance operational efficiency seamlessly.
Case Management
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Utilise landlord accounting software and AI-driven payment systems for proactive arrears management, empowering tenants with seamless solutions.
Customer Portal
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Damp & Mould
Manage damp and mould issues efficiently with property maintenance management software, integrating IoT for better control.
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Tenancy 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.
