Correspondence Case Management
To Learn More About Correspondence Case Management
What is Correspondence Case Management?
Correspondence Case Management is the workflow that controls every outbound communication a landlord sends to a resident — bulk and individual letters, email, SMS, secure portal messages, voice messages, and accessible formats including large print, easy-read, audio and translated versions. The Regulator of Social Housing’s Transparency, Influence and Accountability Standard expects communication to be clear, accessible and respectful; the Equality Act 2010 obliges reasonable adjustments; the UK GDPR and the Privacy and Electronic Communications Regulations (PECR) shape consent and legal-basis decisions for marketing-style messages.
The operational challenge: correspondence is everywhere and everywhere is somewhere different — the rent team’s letter run, the repairs team’s appointment SMS, the customer-experience team’s resident newsletter, and the housing officer’s individual email. Without one shared record, the resident receives an arrears letter on the day the housing officer agreed there would be no contact, the SMS appointment reminder is sent in English to a resident whose preferred language is Polish, and the audit trail the regulator wants is fragmented across five systems. A single correspondence ledger at the resident record gives every team the same picture and protects the resident’s preferences end to end.
Correspondence — End-to-End Workflow
- Logged — outbound correspondence drafted, scheduled or triggered from any module (Rent, Repairs, Compliance, Building Safety, etc.) into the Correspondence ledger on the resident record in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Preferences applied — resident’s preferred channel, language and accessibility format applied automatically; reasonable-adjustment flags honoured.
- Linked — joined to the originating case (Rent, Repairs, Disrepair, ASB, Complaints, Bereavement Notification, etc.); context preserved.
- Approval (where required) — bulk runs and sensitive communications routed through the right approval workflow; approver, reasoning and version held against the case.
- Sent — letter posted, email or SMS dispatched, portal message published; delivery and read receipts captured where available.
- Logged automatically — the full correspondence (or a copy in the requested accessible format) is held against the resident’s record and the originating case.
- Response handling — resident replies route into the originating case automatically, completing the conversation rather than starting a new ticket.
- Reviewed — annual review of standard letters and templates triggered from the case so plain-language and accessibility improvements happen continuously.
Correspondence Case Management in Propsys360
- One record, one version of the truth — every outbound communication is logged against the resident record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing the rent-team letter folder, the repairs SMS log and the customer-experience newsletter list.
- Linked across Propsys360 — joined automatically to the originating case (Rent, Repairs, Disrepair, ASB, Complaints, Bereavement Notification and so on); context is preserved across the conversation.
- Resident preferences honoured — preferred channel, language and accessible format (large print, easy-read, audio, translated) applied to every communication automatically.
- Reasonable-adjustment flags — Equality Act 2010 reasonable adjustments held as permanent flags on the resident record so accessible communication is the default, not a request.
- Bulk-run approval workflow — sensitive communications and bulk letters routed through the right approval, with version, approver and reasoning evidenced.
- Delivery and read evidencing — postal proof, email open and SMS delivery captured where available; the audit trail is unbroken.
- Response capture — resident replies route into the originating case automatically; the conversation continues rather than starting again.
- Reporting — communications volume by channel, accessibility-format profile, sensitive-account compliance and Transparency, Influence and Accountability Standard evidencing on one dashboard.
Teams Helped by Correspondence Case Management
Customer Experience / Communications Lead — runs bulk communications with confidence; preferences, accessibility and approval workflows are built in, not chased on top.
Income Officer — sends arrears letters that respect sensitive-account flags (bereavement, Breathing Space, mental health crisis) automatically; no accidental breach.
Repairs Planner / Scheduler — sends appointment reminders in the resident’s preferred channel and language; missed appointments fall, satisfaction rises.
Housing Officer / Neighbourhood Officer — sees every communication sent to the resident across every team; the conversation is coherent, not fragmented.
Web Accessibility Officer — sees the accessibility-format profile across the resident base; the path to better default accessibility is evidenced.
Director of Customer Services / Head of Communications — sees communications volume, accessibility outcomes and audit-trail completeness on one dashboard, ready for the Regulator of Social Housing’s Transparency, Influence and Accountability Standard.
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