Absence of Tenant Case Management
To Learn More About Absence of Tenant Case Management
What is Absence of Tenant Case Management?
An Absence of Tenant case is raised where a social landlord has reason to believe the tenant is not using the property as their only or principal home. Triggers include neighbour reports, no-answer visits, unopened post, missed repairs appointments, meter readings at zero and intelligence from National Fraud Initiative (NFI) matches. Tenants of secure and assured tenancies must occupy the property as their only or principal home to retain security of tenure under the Housing Act 1985 and Housing Act 1988; the case determines whether the position is welfare (for example, hospital stay, bereavement), legitimate (temporary absence) or potential tenancy fraud.
Absence of Tenant — End-to-End Workflow
- Logged — concern captured (neighbour report, missed visit, contact centre) into one Absence of Tenant case on Propsys360.
- Acknowledged — tenant contacted by the available means (letter, SMS, call, portal message) explaining the concern and next steps.
- Investigated — announced and unannounced visits scheduled; utility and rent account patterns reviewed; NFI, credit reference and electoral roll checks run where policy allows; findings logged against the case.
- Actioned — welfare referral where a safeguarding concern is identified; Tenancy Fraud referral where evidence of subletting, key-selling or non-occupation is found; support pathway where the resident is simply away for legitimate reasons.
- Resolved — tenancy status confirmed as in use, abandoned, or recoverable via possession; property repossessed, re-let or returned to active management as appropriate.
- Closed and learned — outcome, occupancy, costs and any recovered home recorded; repeat-risk factors inform future tenancy-checking programmes and early-warning indicators.
Absence of Tenant Case Management in Propsys360
- One record, one version of the truth — every Absence of Tenant 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 — Tenancy Management for tenancy type and history, Rent for arrears and payment pattern, Tenancy Fraud where referred, Safeguarding where welfare concerns emerge, and Customer Contact for all communications — so the absence of tenant context is visible without hunting across systems
- Stage-driven workflow — concern logged, visits arranged, checks completed and outcome decided — 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 absence of tenant 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 Absence of Tenant Case Management
Contact Centre / Customer Service Advisor — logs a suspected-absence report once against the resident record; vulnerability flags and welfare history appear on the same screen so the call-handler asks the right questions from the start.
Housing Officer / Tenancy Management — has every Absence of Tenant case on their patch in one view, with visit outcomes, photos and next actions clearly scheduled; no more paper visit cards or untracked verbal updates.
Tenancy Fraud Investigator — picks up referred cases with a full evidence pack already on the record — visit notes, tenancy history, rent pattern, NFI match — so investigations start with days of work already saved.
Team Leader / Service Manager — dashboards show open absence of tenant 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 absence of tenant and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
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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