Decant Case Management
To Learn More About Decant Case Management
What is Decant Case Management?
A Decant case covers the temporary (or in some cases permanent) rehousing of a resident while major works, fire, flood, severe damp or structural issues make their home uninhabitable. Landlords must handle this under clear policies, paying Home Loss and Disturbance Payments where due under the Land Compensation Act 1973, finding suitable accommodation, managing belongings and pets, and communicating sensitively throughout. A decant is high-trust: it directly tests the landlord’s relationship with the resident and the value of the tenancy.
Decant — End-to-End Workflow
- Logged — decant requirement raised from a major works programme, disrepair or emergency incident into one Decant case on Propsys360.
- Acknowledged — resident contacted with the reason, expected duration, accommodation options and the named officer managing the decant.
- Investigated — household composition, vulnerability, employment, school, medical and pet needs recorded against the case to shape suitable accommodation choices.
- Actioned — alternative accommodation booked, removals arranged, belongings storage organised where needed, disturbance payment processed, Home Loss Payment processed for permanent decants.
- Resolved — resident moved, works completed, return home arranged (or permanent rehousing confirmed), reinstatement works signed off.
- Closed and learned — case closed with spend, satisfaction and timing captured; inputs feed future programme planning and void management.
Decant Case Management in Propsys360
- One record, one version of the truth — every Decant 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 — Cyclical and Major Works or Disrepair for the trigger, Allocations for alternative accommodation, Rent and Finance for payments, and Safeguarding where vulnerability is high — so the decant context is visible without hunting across systems
- Stage-driven workflow — decant planned, resident moved, works completed and home returned — 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 decant 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 Decant Case Management
Contact Centre / Customer Service Advisor — sees a decant in flight on any call from the resident, with the next move date, contractor and works status, so the resident is never answered blindly.
Housing Officer / Tenancy Management — tracks every resident on patch in decant with status and expected return; visit patterns are driven by real need rather than monthly routine.
Decant / Rehousing Officer — runs the decant end to end on one record — accommodation, removals, payments, vulnerability plan — with the evidence ready for monthly committee or Board reports.
Team Leader / Service Manager — dashboards show open decant 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 decant 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
- Seamless
- Modular
- End-to-End
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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Asset Management
Leverage asset management software to centralise data, improve regulatory compliance, and enhance operational efficiency seamlessly.
Case Management
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Utilise landlord accounting software and AI-driven payment systems for proactive arrears management, empowering tenants with seamless solutions.
Customer Portal
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Stock Condition Survey
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Tenancy Management
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Our Clients
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.
