Local Officer Contact Case Management
To Learn More About Local Officer Contact Case Management
What is Local Officer Contact Case Management?
A Local Officer Contact case is a resident’s request to speak to their named housing officer, neighbourhood officer or community-based contact about something that does not yet fall into a formal Repairs, Complaints, Anti-Social Behaviour (ASB) or other case type. Examples include a question about the patch, a request for a home visit, an offer to volunteer, a community initiative, an introduction after a move, or a follow-up to a surgery or estate walkabout. The Regulator of Social Housing’s Neighbourhood and Community Standard, combined with the Tenancy Standard, expects landlords to maintain visible, accessible and proactive relationships with residents — and to evidence them.
The operational challenge: requests for officer contact get lost in shared inboxes, the resident is told ‘someone will call you back’ and nobody does, or the wrong officer turns up because the patch boundary changed last quarter. Without one shared record, the relationship the regulator expects to see is the relationship the landlord cannot prove. A single Local Officer Contact case captures every request, every visit and every follow-up so the housing officer’s diary and the resident’s experience are the same thing.
Local Officer Contact — End-to-End Workflow
- Logged — request for officer contact captured from any channel into one Local Officer Contact case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — patch ownership confirmed (the named officer for the address today, not last quarter); reason categorised; urgency assessed.
- Linked — joined automatically to the Tenancy, prior cases on the patch, ASB, Disrepair, Tenancy Sustainment and Permissions records; the officer arrives ready, not unprepared.
- Contact arranged — phone call, scheduled visit, or surgery slot booked from the case in the resident’s preferred channel.
- Visit / call — outcome captured against the case; any new actions raised as linked cases (Repairs, ASB, Safeguarding, Permissions, etc.); follow-up date set.
- Follow-up — reminders surfaced before any agreed follow-up so promises to residents are kept.
- Closed — outcome recorded against an outcome category; resident satisfaction captured.
- Trend feedback — patterns of officer-contact requests by patch and reason inform service redesign and surgery scheduling.
Local Officer Contact Case Management in Propsys360
- One record, one version of the truth — every Local Officer Contact case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing housing-officer inboxes, post-it diaries and the contact centre’s call notes.
- Linked across Propsys360 — joined automatically to the Tenancy, prior cases on the patch, ASB, Disrepair, Tenancy Sustainment and Permissions records.
- Patch ownership built in — the case routes to the named officer for the address today, not the officer who used to cover the patch last quarter.
- Visit and surgery scheduling — appointments booked from the case in the resident’s preferred channel; reminders sent automatically.
- Linked downstream cases — visit outcomes raise Repairs, ASB, Safeguarding, Permissions and other cases automatically with the original visit attached as evidence.
- Promise tracking — every follow-up promised to a resident surfaces before the deadline; nothing slips into the unread part of an inbox.
- Resident voice capture — qualitative feedback from estate walkabouts and surgeries logged against the case so service insights are not lost.
- Reporting — officer-contact volume by patch, average time to respond, follow-up completion rate and Tenant Satisfaction Measures (TSM) for the resident-officer relationship; board and Neighbourhood and Community Standard evidencing always live.
Teams Helped by Local Officer Contact Case Management
Housing Officer / Neighbourhood Officer — sees their patch’s open contact requests, scheduled visits and outstanding promises on one screen; the diary and the residents’ expectations are the same thing.
Contact Centre / Customer Service Advisor — routes a request to the right named officer at the first contact; the resident is not told ‘someone will call you back’ without knowing who.
Tenancy Sustainment Officer — picks up cases where the officer-contact request masks a deeper need (mental health, debt, isolation) and provides the right wrap-around support.
Resident Engagement Officer — sees themes from estate walkabouts and surgeries surface in real time; service redesign happens with evidence, not assumption.
Resident — knows who their officer is, sees their request acknowledged, and the promised follow-up actually arrives.
Director of Housing / Head of Communities — sees patch-level contact volume, officer responsiveness and Tenant Satisfaction Measures (TSM) for the resident-officer relationship on one dashboard.
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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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