EWS1 Query Case Management
To Learn More About EWS1 Query Case Management
What is EWS1 Query Case Management?
An EWS1 Query case is opened whenever a leaseholder, solicitor, lender or valuer asks for the External Wall System form for a block — typically when a flat is being sold or remortgaged. Introduced in 2019 following Grenfell, the EWS1 is a one-page form confirming the assessment position of the block’s external walls and any relevant remediation. The landlord’s role is to respond promptly, share the latest form (and any Fire Risk Appraisal of External Walls findings), and explain remediation status where works are planned or in progress. Slow or unclear responses prevent sales and remortgages, and erode leaseholder trust.
EWS1 Query — End-to-End Workflow
- Logged — EWS1 query received from a leaseholder, conveyancer or lender into one EWS1 Query case on Propsys360.
- Acknowledged — requester acknowledged with expected response time and the named building-safety officer.
- Investigated — block’s current EWS1, Fire Risk Appraisal of External Walls (FRAEW), remediation plan and any Building Safety Case documents pulled against the case.
- Actioned — EWS1 form (and explanatory note where remediation is in progress) issued to the requester via email and Customer Portal; any interim measures explained.
- Resolved — sale or remortgage supported, or position on remediation timeline clearly communicated.
- Closed and learned — case closed with evidence issued; block-level volumes feed EWS1 renewal planning and remediation pacing.
EWS1 Query Case Management in Propsys360
- One record, one version of the truth — every EWS1 Query 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, Fire Safety and Building Safety for remediation status, Complaints where escalated, and Customer Portal for leaseholder self-service — so the ews1 query context is visible without hunting across systems
- Stage-driven workflow — query received, EWS1 assembled, response issued and sale supported — 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 ews1 query 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 EWS1 Query Case Management
Contact Centre / Customer Service Advisor — logs an EWS1 query in the right place on the first call and routes it to the building-safety team with the block already attached; leaseholders are not bounced between teams.
Housing Officer / Tenancy Management — sees leaseholders on patch asking about EWS1 and links the queries to any remediation communications being planned for that block.
Building Safety Manager — runs EWS1 responses from one record — latest form, remediation plan and historic correspondence all attached — with regulator-ready evidence of response times.
Team Leader / Service Manager — dashboards show open ews1 query 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 ews1 query 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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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.
