Legal Referral Case Management
To Learn More About Legal Referral Case Management
What is Legal Referral Case Management?
A Legal Referral case covers the point at which an operational case — arrears, ASB, tenancy breach, disrepair counter-claim, subletting — needs to move into the legal team for advice or action. The referral brings the full history, evidence, pre-action protocol steps and any statutory notices onto one record so counsel can decide quickly whether to issue proceedings, prepare for trial, or negotiate settlement. Clean referrals cut court delays, evidence gaps and adverse costs orders.
Legal Referral — End-to-End Workflow
- Logged — legal referral raised from an operational case (ASB, arrears, subletting, disrepair) into one Legal Referral case in Propsys360.
- Acknowledged — referring officer informed of legal review timescale; leading lawyer assigned.
- Investigated — full evidence bundle reviewed — notices, correspondence, diary sheets, photographs, witness statements — against pre-action protocol requirements.
- Actioned — advice issued; proceedings issued, defended, mediated or settled; notices served; court hearings prepared.
- Resolved — outcome reached (possession order, injunction, settlement, resolution without proceedings); costs managed.
- Closed and learned — case closed with outcome, costs and learning captured; patterns feed pre-action practice and training.
Legal Referral Case Management in Propsys360
- One record, one version of the truth — every Legal Referral 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 — ASB, Rent, Disrepair or other parent case; Tenancy Management for the tenancy record; Finance for costs; and Customer Portal only where appropriate — so the legal referral context is visible without hunting across systems
- Stage-driven workflow — referral raised, evidence bundled, proceedings run and outcome recorded — 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 legal referral 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 Legal Referral Case Management
Contact Centre / Customer Service Advisor — sees that a case is in legal and routes any inbound contact to the right team without discussing the substance; legally privileged records stay protected.
Housing Officer / Tenancy Management — hands the case over with a structured evidence bundle rather than ad-hoc folder of PDFs; less rework for counsel.
Housing Solicitor / Legal Manager — reviews and runs each referred case on one record; instructions, advice notes and hearings all attached, with outcome and cost ready for board reporting.
Team Leader / Service Manager — dashboards show open legal referral 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 legal referral 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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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.
