Communal Cleaning and Gardening Case Management
To Learn More About Communal Cleaning and Gardening Case Management
What is Communal Cleaning and Gardening Case Management?
A Communal Cleaning and Gardening case is raised when a resident or officer reports a missed visit, poor standard or safety issue with the cleaning or gardening service to communal areas — blocks, lobbies, stairs, lifts, car parks, green space and play areas. Because these services are typically recovered through service charges under the Landlord and Tenant Act 1985, a missed or poor service is both a satisfaction and a service-charge issue, and must be handled with evidenced before/after photos and clear contractor accountability.
Communal Cleaning and Gardening — End-to-End Workflow
- Logged — report captured from any channel (resident, caretaker, estate inspection, contractor self-report) into one Communal Cleaning and Gardening case on Propsys360.
- Acknowledged — resident acknowledged with expected rectification timescale; contractor notified automatically.
- Investigated — before photos, scope, schedule and any service-charge impact captured against the case.
- Actioned — rectification visit scheduled; contractor attends and records after photos; performance strike logged on the contract record.
- Resolved — standard restored, resident informed with after photos, service-charge implications considered, recharge to the contractor raised where applicable.
- Closed and learned — case closed with evidence filed; hotspot reporting feeds contract performance reviews and estate inspection planning.
Communal Cleaning and Gardening Case Management in Propsys360
- One record, one version of the truth — every Communal Cleaning and Gardening 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 block record, Finance for any service-charge impact, Complaints where escalated, and Estate Inspection for proactive oversight — so the communal cleaning and gardening context is visible without hunting across systems
- Stage-driven workflow — report received, contractor instructed and estate standard restored — 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 communal cleaning and gardening 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 Communal Cleaning and Gardening Case Management
Contact Centre / Customer Service Advisor — logs the report with a photo attached from the call; the resident sees status updates in the Customer Portal without another call.
Housing Officer / Tenancy Management — sees every open case on their patch with age and hotspot heatmaps, making estate walkabouts targeted and evidence-led.
Estate Services Manager — runs contractor performance on live data: missed visits, recurring failures and rectification times are visible per contractor, per block and per month.
Team Leader / Service Manager — dashboards show open communal cleaning and gardening 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 communal cleaning and gardening 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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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.
