Keys Case Management
To Learn More About Keys Case Management
What is Keys Case Management?
A Keys case covers any issue with keys to the home or communal areas: lost keys, a locked-out resident, a request for replacement keys or fobs, concerns about unauthorised key holders, and security-related lock changes after domestic abuse or burglary. Handled well, residents get quick, safe access; handled badly, the landlord faces avoidable emergency callouts, safeguarding failures and tenancy disputes.
Keys — End-to-End Workflow
- Logged — keys request captured on any channel into one Keys case on Propsys360.
- Acknowledged — urgency triaged; lock-outs routed to emergency contractor; replacements scheduled; any safeguarding or domestic-abuse flag prioritised.
- Investigated — property, lock type and any relevant flags pulled onto the case; recharge policy applied where relevant.
- Actioned — locksmith or in-house operative attends; keys cut, fobs programmed, locks changed; recharge raised; resident issued with keys.
- Resolved — resident regains access safely; any linked domestic-abuse or safeguarding case updated.
- Closed and learned — case closed with cost, time and outcome captured; portfolio-level recharge rates and lock-change reasons feed operational reviews.
Keys Case Management in Propsys360
- One record, one version of the truth — every Keys 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 — Tenancy Management for the household record, Safeguarding and Domestic Abuse where relevant, Repairs for the operative callout, Finance for the recharge, and Customer Portal for resident self-service — so the keys context is visible without hunting across systems
- Stage-driven workflow — request raised, access restored, recharge raised and case closed — 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 keys 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 Keys Case Management
Contact Centre / Customer Service Advisor — triages urgency, picks up domestic-abuse or safeguarding flags automatically and routes emergency lock changes without waiting for a manager.
Housing Officer / Tenancy Management — sees repeat key issues on patch (for example, same address, multiple lock-outs in a month) as a signal of deeper tenancy or welfare concern.
Repairs / Void Coordinator — runs the work — locksmith instruction, fob programming, communal key reconciliation — from the same record, with evidence and recharge decisions stored together.
Team Leader / Service Manager — dashboards show open keys 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 keys 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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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.
