Move Home Case Management
To Learn More About Move Home Case Management
What is Move Home Case Management?
A Move Home case covers a resident’s request to move from their current social-rent home — whether due to under- or over-occupation, medical need, support, work, school catchment, or family breakdown. The landlord assesses eligibility under the allocations policy and the Housing Act 1996 Part VI, considers mutual exchange, transfer lists and any priority bandings (for example, on medical grounds), and helps the resident find an achievable route. Clear handling here builds trust and avoids the request becoming a complaint.
Move Home — End-to-End Workflow
- Logged — move home request captured through portal, phone or officer into one Move Home case on Propsys360.
- Acknowledged — resident acknowledged with the applicable process, evidence required and expected decision timescale.
- Investigated — eligibility, banding, medical and support evidence gathered; tenancy, rent and any ASB status reviewed.
- Actioned — applicant placed on the transfer list, referred to Choice-Based Lettings, signposted to mutual exchange, or decision issued.
- Resolved — resident rehoused or retained in current home with the move home route explained.
- Closed and learned — case closed with outcome and time captured; portfolio-level banding pressure feeds allocations policy reviews.
Move Home Case Management in Propsys360
- One record, one version of the truth — every Move home 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 — Allocations for transfer list and banding, Mutual Exchange where referred, Tenancy Management for the tenancy, Rebanding Application where applicable, and Customer Portal for self-service — so the move home context is visible without hunting across systems
- Stage-driven workflow — request raised, banding assessed, pathway chosen and move 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 move home 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 Move Home Case Management
Contact Centre / Customer Service Advisor — tells residents the truth about move-home timescales and the available options, based on live data — not an optimistic guess that sets up a complaint.
Housing Officer / Tenancy Management — sees move-home pressure on their patch and can steer early tenancy-sustainment conversations where the pressure is greatest.
Allocations / Rehousing Officer — manages the assessment and placement end-to-end with evidence, banding and route all on the same record.
Team Leader / Service Manager — dashboards show open move home 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 move home 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.
