Gas Enquiry Case Management
To Learn More About Gas Enquiry Case Management
What is Gas Enquiry Case Management?
A Gas Enquiry case covers a resident query about gas appliances, gas smells, the annual Landlord Gas Safety Record (CP12), or booking an appointment for the annual gas service required under the Gas Safety (Installation and Use) Regulations 1998 regulation 36. Because landlords face strict statutory duties and no-access risks, gas enquiries must be handled promptly, with access tracked, emergency reports triaged to out-of-hours cover and CP12 certificates readily accessible to residents and regulators.
Gas Enquiry — End-to-End Workflow
- Logged — gas enquiry captured from any channel (call, portal, email, emergency line) into one Gas Enquiry case on Propsys360.
- Acknowledged — urgency triaged; emergency (smell of gas) routed to the emergency gas contractor; routine enquiry scheduled for a gas engineer.
- Investigated — CP12 status, last service, appliance list and any access history reviewed against the case.
- Actioned — appointment booked, engineer attends, CP12 issued and stored against the case and the property; no-access process started where the resident does not grant entry.
- Resolved — gas compliance confirmed; CP12 shared with the resident in the Customer Portal.
- Closed and learned — case closed with evidence captured; no-access volumes feed compliance reporting and tenancy-management prioritisation.
Gas Enquiry Case Management in Propsys360
- One record, one version of the truth — every Gas enquiry 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 — Repairs for the engineer job, Asset Management for the appliance record, Tenancy Management for access issues, and Customer Portal for resident self-service — so the gas enquiry context is visible without hunting across systems
- Stage-driven workflow — enquiry raised, engineer attends, CP12 issued and resident informed — 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 gas enquiry 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 Gas Enquiry Case Management
Contact Centre / Customer Service Advisor — sees the CP12 status, last service date and any access concerns on the screen when the resident calls; bookings are confirmed in minutes, not after a callback from the gas team.
Housing Officer / Tenancy Management — sees no-access cases on patch and prioritises visits before they escalate to injunctions, protecting both statutory compliance and tenancy relationships.
Gas Compliance Manager — monitors CP12 currency and no-access cases across the portfolio in real time, with the audit trail ready for the Regulator of Social Housing and Health and Safety Executive (HSE).
Team Leader / Service Manager — dashboards show open gas enquiry 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 gas enquiry 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
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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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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.
