Former Customer Enquiry Case Management
To Learn More About Former Customer Enquiry Case Management
What is Former Customer Enquiry Case Management?
A Former Customer Enquiry is any contact from someone who used to live in a social-housing property — a former tenant, leaseholder, joint tenant or named occupier — about something connected to that previous tenancy. Typical enquiries include final rent-account queries, a request for a tenancy reference for a future landlord, a Data Subject Access Request (DSAR) under the UK GDPR and Data Protection Act 2018, a right-to-erasure request under Article 17 UK GDPR (subject to the landlord’s regulatory record-keeping duties), a query about a deposit or recharge, and forwarding-address updates for legal correspondence. The Information Commissioner’s Office (ICO) sets out detailed guidance on data subject rights for former service users, and the Regulator of Social Housing’s Transparency, Influence and Accountability Standard expects landlords to handle data fairly and proportionately.
The operational challenge: former-customer enquiries arrive months or years after the tenancy ended, often by post or email rather than through the resident portal. Without one shared record connecting the enquiry to the archived tenancy, the rent account, the previous repairs and any unresolved end-of-tenancy recharge, the enquiry is mis-routed, the response is inconsistent, and the data-protection clock is missed. A single case record at the front door, linked to the archived tenancy file, gives every team the same picture and protects the resident’s continuing rights.
Former Customer Enquiry — End-to-End Workflow
- Logged — former-customer enquiry captured from any channel into one Former Customer Enquiry case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Identity verified — the former tenant’s identity confirmed through proportionate questions (address dates, signed documents on file, last forwarding address).
- Triaged — final-account query, reference request, Data Subject Access Request (DSAR), right-to-erasure request, recharge dispute, forwarding-address update or other; routed accordingly with the right statutory clock.
- Linked — joined to the archived Tenancy, Rent Account, Repairs, Voids, Recharge and any open Complaints record; the full picture is on the screen.
- (DSAR) — full data-subject-access response prepared within one calendar month under UK GDPR; redactions evidenced; response sent through preferred channel.
- (Right to erasure) — landlord’s regulatory record-keeping duties balanced against the request; outcome evidenced and communicated; appeal route offered.
- (Reference / final account) — request answered with consistent tone and reasoning; outcome logged.
- Closed — outcome recorded; forwarding address updated where given; data retention scheduled in line with policy.
Former Customer Enquiry Case Management in Propsys360
- One record, one version of the truth — every Former Customer Enquiry lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing the post-room scan folder, the data-protection officer’s email triage and the income team’s archived spreadsheets.
- Linked across Propsys360 — joined automatically to the archived Tenancy, Rent Account, Voids, Repairs, Recharge and any open Complaints record; one screen, one truth.
- Identity verification built in — proportionate verification questions evidenced on the case; data is never released to a stranger and the former tenant is never put through unreasonable hoops.
- UK GDPR statutory clock — one calendar month for a Data Subject Access Request (DSAR), with extension reasoning evidenced where invoked.
- Right-to-erasure assessment — Article 17 UK GDPR balanced against the landlord’s regulatory record-keeping duties; outcome reasoned, communicated and held on the case.
- Reference and final-account workflow — consistent tone, evidenced reasoning and rapid turnaround on the day-to-day enquiries.
- Forwarding-address management — every update logged centrally so legal and finance correspondence reaches the former tenant cleanly.
- Reporting — enquiry volume by category, DSAR turnaround time, right-to-erasure outcomes, regulator transparency returns ready every quarter.
Teams Helped by Former Customer Enquiry Case Management
Contact Centre / Customer Service Advisor — verifies the former tenant’s identity, answers the day-to-day query (final account, reference) and routes complex requests with the archived tenancy on the screen.
Data Protection Officer — picks up Data Subject Access Requests and right-to-erasure requests with the data inventory already attached; one-month statutory clock met without overtime.
Income Officer — answers final-account queries with the closed tenancy account, voids recharge and any payment plan history on one screen.
Legal Services — picks up forwarding-address management and any post-tenancy litigation matter with the full archived case attached.
Former Customer / Resident — gets a consistent, accurate answer fast; rights respected; nothing falling through the cracks.
Director of Customer Services / Head of Information Governance — sees enquiry volume, DSAR turnaround, right-to-erasure outcomes and Information Commissioner’s Office (ICO) compliance on one dashboard.
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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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.
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