Lodgers Case Management
To Learn More About Lodgers Case Management
What is Lodgers Case Management?
A Lodgers case covers a tenant’s request to take in a lodger (someone who shares the home but does not have exclusive occupation of any part of it). Secure tenants under the Housing Act 1985 section 93 have a statutory right to take in lodgers, subject to the property not being overcrowded; assured tenants generally need the landlord’s written consent. The landlord assesses overcrowding, tenancy type, Housing Benefit implications and ID/right-to-rent status before issuing a decision.
Lodgers — End-to-End Workflow
- Logged — lodger consent request received via portal, phone or officer into one Lodgers case on Propsys360.
- Acknowledged — resident acknowledged with the process, evidence requirements and expected decision timescale.
- Investigated — tenancy type, household composition, overcrowding risk, HB/UC impact and any existing flags reviewed against the case.
- Actioned — decision issued (consent, consent with conditions, or refusal); tenancy record updated; resident informed of lodger-related duties under right to rent.
- Resolved — lodger registered on household record or request refused with clear reasons.
- Closed and learned — case closed with decision letter and evidence filed; pattern reporting feeds tenancy-policy refinement.
Lodgers Case Management in Propsys360
- One record, one version of the truth — every Lodgers 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 household record, Rent for HB/UC impact, Safeguarding where risks arise, and Customer Portal for self-service — so the lodgers context is visible without hunting across systems
- Stage-driven workflow — request received, eligibility checked, decision issued and 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 lodgers 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 Lodgers Case Management
Contact Centre / Customer Service Advisor — explains the difference between lodgers and subletting accurately, with the tenant’s tenancy type and household record on the screen.
Housing Officer / Tenancy Management — sees lodger activity as part of the tenancy picture on patch and can spot cases where a ‘lodger’ has in practice become a subletting issue.
Tenancy Manager — approves or refuses requests with the full tenancy, rent and household evidence in one record; decisions are consistent and challengeable on evidence, not on individual officer choice.
Team Leader / Service Manager — dashboards show open lodgers 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 lodgers 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
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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.
