Abandoned Vehicles Case Management
To Learn More About Abandoned Vehicles Case Management
What is Abandoned Vehicles Case Management?
An Abandoned Vehicles case is raised when a vehicle appears to have been left on housing land — an estate road, car park, garage court or communal area — without the owner’s intention to keep using it. Indicators include expired tax, missing number plates, flat tyres, significant damage and long periods of inactivity. Social landlords rely on a mix of the Refuse Disposal (Amenity) Act 1978, Removal and Disposal of Vehicles Regulations 1986 and local authority partnership arrangements to identify, notice and remove the vehicle, alongside lease covenants and tenancy conditions controlling use of communal land.
Abandoned Vehicles — End-to-End Workflow
- Logged — abandoned vehicle reported from any channel (estate inspection, resident report, caretaker, police, Customer Portal) into one Abandoned Vehicles case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Acknowledged — case acknowledged to the reporter with next steps and expected timescales; auto-notification to the estate services team and the local patch housing officer.
- Investigated — site inspection scheduled; DVLA check on registration plate; photographs, tax/MOT status, position and condition captured against the case. Linked to the block, estate and any known tenancy.
- Actioned — seven-day notice fixed to the vehicle and served on the registered keeper; local authority notified where agreements are in place; removal contractor instructed once the notice expires without response.
- Resolved — vehicle removed and disposed of by the authorised partner; recharge raised where applicable; estate signed off as clear; the reporter and ward councillors informed.
- Closed and learned — case closed with outcome, removal costs and lessons captured; hotspot reporting feeds the estate inspection programme to reduce repeat abandonment in the same location.
Abandoned Vehicles Case Management in Propsys360
- One record, one version of the truth — every Abandoned Vehicles case lives in a single record in the Propsys360 Case Management module, built on Microsoft Dynamics 365, replacing parallel spreadsheets, shared inboxes and chased email threads
- Linked to the Case Management ecosystem — Asset Management for block and estate records, Tenancy Management for any known keeper with a tenancy, ASB where linked to intimidation, and Estate Inspection programmes — so the abandoned vehicles context is visible without hunting across systems
- Stage-driven workflow — report received, notice served, removal authorised and estate cleared — with due dates, reminders and automated escalation when timescales slip
- Every interaction on one timeline — calls, emails, SMS, portal messages, site visits, photos and documents attached to the same case record
- Reporting and oversight — live dashboards by team, patch, officer and case age; regulator-ready evidence on demand for the Regulator of Social Housing and Housing Ombudsman
- Resident-facing self-service — residents can raise, update and track their abandoned vehicles case through the Customer Portal, cutting inbound calls and speeding resolution
- Microsoft-native and secure — single sign-on, role-based access, UK-hosted data, full audit trail; works where your teams already work, in Outlook, Teams and the Dynamics 365 app
Teams Helped by Abandoned Vehicles Case Management
Contact Centre / Customer Service Advisor — logs an abandoned vehicle report once, with photo, location and plate; the resident is not asked to chase by phone or email because the case status is visible in the Customer Portal.
Housing Officer / Tenancy Management — sees every abandoned vehicle case on their patch in one view with age, next action and inspection date, so estate walkabouts target real issues rather than tours of rumoured hotspots.
Estate Services / Neighbourhood Services Officer — works the case end-to-end — DVLA lookup, 7-day notice, local authority liaison and removal contractor instruction — with every action, photo and signed notice stored on the one case record for audit.
Team Leader / Service Manager — dashboards show open abandoned vehicles cases by age, stage and patch, so escalations are surfaced early and evidence is ready for monthly performance packs and regulator submissions.
Head of Housing / Director — one trusted data source across abandoned vehicles and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
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