Registration Support Case Management
To Learn More About Registration Support Case Management
What is Registration Support Case Management?
Registration Support is the help a resident asks for when signing up to the landlord’s online resident portal — from a forgotten password and a verification-code email that didn’t arrive, through to identity-verification queries, accessibility difficulties and full digital-inclusion support for residents with no internet, no device or low digital confidence. The Regulator of Social Housing’s Transparency, Influence and Accountability Standard expects landlords to make services accessible to all residents, including the digitally excluded; the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 set the WCAG 2.2 AA standard; and the Equality Act 2010 obliges landlords to make reasonable adjustments.
The operational challenge: registration support sounds simple but covers a wide range of scenarios — a quick password reset at one end and a long-running digital-inclusion partnership with a community group at the other. Without one shared record, the contact centre resets a password and never sees the underlying disability that needs a permanent reasonable adjustment, the digital team builds onboarding flows that exclude older residents, and the customer-experience team cannot show the regulator a fair picture of who is — and isn’t — using the portal. A single case record turns each registration touchpoint into a learning moment for the wider service.
Registration Support — End-to-End Workflow
- Logged — registration support request captured from any channel (phone, email, in-person, community partner referral) into one Registration Support case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — quick fix (password reset, verification code), identity verification, accessibility need, or digital-inclusion support; routed accordingly.
- Linked — joined automatically to the resident’s Tenancy, accessibility flags and any prior portal interactions.
- (Quick fix) — resolved at first contact; outcome and root cause recorded so patterns surface in continuous improvement.
- (Identity verification) — alternative-evidence routes offered (council letter, doorstep visit, video call) for residents without standard ID; reasoning evidenced.
- (Accessibility) — reasonable adjustment recorded as a permanent flag on the resident’s record; alternative channels offered for as long as the resident needs them.
- (Digital inclusion) — referral to a community digital-inclusion partner, device-loan scheme or one-to-one tutoring; progress tracked on the case.
- Closed — outcome recorded; resident reassured; learning fed into the portal’s onboarding flow.
Registration Support Case Management in Propsys360
- One record, one version of the truth — every Registration Support case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing the contact-centre’s password-reset spreadsheets and the digital-inclusion team’s parallel notes.
- Linked across Propsys360 — joined automatically to the Tenancy, Accessibility flags, prior portal interactions and any open My Account Feedback case.
- Four-route triage — quick fix, identity verification, accessibility need and digital-inclusion support all handled from the same intake.
- Reasonable adjustment recording — accessibility needs captured as permanent flags on the resident’s record so they are honoured at every future touchpoint, not re-asked at every call.
- Identity verification alternatives — for residents without standard ID, evidenced alternative routes are built in (council letter, doorstep visit, video call); no resident is excluded by an inflexible process.
- Digital-inclusion partnership tracking — referrals to community partners, device-loan schemes and tutoring captured on the case; outcomes evidenced.
- Linked My Account Feedback — recurring registration friction surfaces as digital-product input automatically; the onboarding flow improves from real evidence.
- Reporting — registration volume by route, average resolution time, accessibility-need profile and digital-inclusion outcomes; Regulator of Social Housing transparency returns ready.
Teams Helped by Registration Support Case Management
Contact Centre / Customer Service Advisor — sees the resident’s accessibility flags and any prior registration history on one screen; resolves quick fixes at first contact and routes complex cases without the resident having to re-explain.
Digital Inclusion Officer — picks up community-partner referrals, device-loan schemes and one-to-one tutoring with the resident’s full context already on the case.
Web Accessibility Officer — sees recurring accessibility friction surface as patterns; reasonable adjustments are added to the portal’s permanent design backlog.
Digital Product Manager — sees registration friction in real time and builds the onboarding flow from evidence.
Resident — gets help that respects them — alternative channels, reasonable adjustments, community partnership — without having to re-explain at every call.
Director of Customer Services / Head of Digital — sees registration outcomes, digital-exclusion profile and Tenant Satisfaction Measures (TSM) for digital channels on one dashboard, ready for the Transparency, Influence and Accountability Standard.
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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.
