Assets Referral Case Management
To Learn More About Assets Referral Case Management
What is Assets Referral Case Management?
An Assets Referral case is opened whenever something identified at property or block level needs to move from a day-to-day operational response into the asset management programme. Triggers include repeat repairs, stock condition survey findings, disrepair cases, surveyor observations, damp and mould inspections, fire-safety actions and building safety triage. The case ensures that the issue is not lost between Repairs and Assets, that investment decisions have the full operational history behind them, and that residents know when to expect larger works.
Assets Referral — End-to-End Workflow
- Logged — referral raised from any origin (repair, disrepair, survey, fire-safety, complaint) into one Assets Referral case on Propsys360.
- Acknowledged — referral acknowledged to the referring officer and the resident where relevant, with expected assessment timescale.
- Investigated — surveyor inspection scheduled; stock condition record, component age, previous repairs and disrepair history reviewed against the case.
- Actioned — recommendation made — reactive repair, cyclical works, planned component replacement, major works or decant — with costed options and resident impact assessed.
- Resolved — works ordered under the appropriate programme; resident kept informed through the Customer Portal; cost committed to the asset record.
- Closed and learned — referral closed with outcome and spend captured; stock condition record updated; patterns feed asset investment planning and future Section 20 consultation forecasts.
Assets Referral Case Management in Propsys360
- One record, one version of the truth — every Assets Referral 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 the stock record, Repairs for the operational history, Disrepair where triggered, Fire Safety and Damp and Mould where linked, and Finance for investment commitment — so the assets referral context is visible without hunting across systems
- Stage-driven workflow — referral raised, surveyed, costed and scheduled into the investment programme — 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 assets referral 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 Assets Referral Case Management
Contact Centre / Customer Service Advisor — sees when a resident’s property already has an Assets Referral open — no more promising the same repair twice; the resident gets a consistent answer about what is being scheduled.
Housing Officer / Tenancy Management — raises the referral from the same system as the repair or disrepair case; the asset team has the full operational context without chasing emails or exports.
Surveyor / Asset Manager — reviews referrals on a live dashboard, with stock condition, component age and cost history already on the record, so investment decisions are faster and more evidenced.
Team Leader / Service Manager — dashboards show open assets referral 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 assets referral 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
- Integrated
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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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Damp & Mould
Manage damp and mould issues efficiently with property maintenance management software, integrating IoT for better control.
Stock Condition Survey
Revolutionise property insights with advanced housing management software for property condition surveys and analytics.
Tenancy Management
Streamline operations with property management software for landlords, ensuring regulatory compliance and improving tenant engagement.
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What Our Customers Have To Say
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.
