Moving Home Enquiry Case Management
To Learn More About Moving Home Enquiry Case Management
What is Moving Home Enquiry Case Management?
A Moving Home Enquiry is any contact from a resident asking about a move — whether that is a management transfer for safety or medical reasons, a discretionary transfer through a choice-based lettings (CBL) scheme, a mutual exchange with another social tenant under Part 4 of the Housing Act 1985, downsizing to a smaller property, or a move into supported or specialist housing. The Regulator of Social Housing’s Tenancy Standard expects landlords to manage allocations and lettings in a fair, transparent way and to support residents who want to move; local authority allocation schemes, Section 167 of the Housing Act 1996, and (where applicable) the council’s HomeFinder or CBL platform shape every conversation about a move.
The operational challenge: moving home is rarely about one path. The same enquiry might lead to a council CBL referral, a mutual exchange listing, a downsizing scheme application and a Welfare Benefit Referral all at once. Without one shared record, the resident is sent round the houses — to the council, to the mutual exchange portal, to the housing officer and to the welfare benefits team — repeating the same story to each. A single Moving Home Enquiry case keeps the conversation in one place and the resident moving forward.
Moving Home Enquiry — End-to-End Workflow
- Logged — moving home enquiry captured from any channel into one case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — management transfer (safety, medical, harassment), discretionary transfer, mutual exchange, downsizing or specialist-housing route assigned with reasoning.
- Linked — joined automatically to the resident’s Tenancy, prior Move Home, Mutual Exchange, Decant, ASB and Disrepair records; the right context is on the screen from the first contact.
- Eligibility assessment — banding under the local choice-based lettings scheme, downsizing-incentive eligibility and any management-transfer criteria assessed and recorded.
- Application support — local authority CBL bid placed, mutual exchange listing created, or downsizing application submitted from the case; welfare benefits and packing support referred where needed.
- Match found — viewing booked from the case; the linked Move Home or Mutual Exchange case is opened automatically.
- Sign-up — outgoing tenancy ended, incoming property processed via the linked Voids case if internal, and the rent account closed cleanly.
- Closed — outcome recorded; resident satisfaction captured; lessons fed into allocations and tenancy sustainment.
Moving Home Enquiry Case Management in Propsys360
- One record, one version of the truth — every Moving Home Enquiry lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing housing-officer email folders, council CBL portals and mutual-exchange spreadsheets.
- Linked across Propsys360 — joined automatically to the resident’s Tenancy, Move Home, Mutual Exchange, Decant, Welfare Benefit Referral, ASB and Disrepair records.
- Multi-pathway triage — management transfer, choice-based lettings, mutual exchange, downsizing and specialist housing all handled from the same case, with the right pathway picked at the first contact.
- Banding and eligibility built in — the local authority’s allocation scheme banding criteria embedded; reasoning evidenced for every banding decision.
- Mutual exchange linkage — listings on Homeswapper or comparable platforms tracked from the case; landlord’s permission decision recorded with reasoning.
- Downsizing incentive tracking — financial incentive, removals support and any rent-account adjustment captured against the case.
- Welfare-benefits crosswalk — Universal Credit, Discretionary Housing Payment (DHP) and any post-move adjustments referred from the case automatically.
- Reporting — enquiry volume by route, average time-to-move, banding fairness audit and Tenant Satisfaction Measures (TSM) for moves; board and council-partnership review ready.
Teams Helped by Moving Home Enquiry Case Management
Contact Centre / Customer Service Advisor — sees the resident’s tenancy and any prior move enquiries on one screen; routes to the right pathway at the first contact, no repeat conversations.
Housing Officer / Neighbourhood Officer — handles management transfers with the safeguarding, ASB or medical evidence already attached; consistent, evidenced banding decisions.
Allocations Officer — picks up choice-based lettings bids and mutual exchanges with the resident’s banding and prior history already in front of them.
Welfare Benefits Adviser — picks up linked Universal Credit and Discretionary Housing Payment (DHP) work without the resident having to re-explain the move.
Mutual Exchange Coordinator — sees every Homeswapper listing the landlord is involved with, manages permissions consistently and avoids late refusals at the eleventh hour.
Director of Housing / Head of Allocations — sees enquiry volume by route, average time-to-move and banding-fairness metrics on one dashboard, ready for council partnership and Regulator of Social Housing returns.
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.
Service Charges
Automate service charges with cutting-edge property management software for rental properties, improving transparency, boosting tenant trust, and enhancing efficiency.
Unified Regulatory Reporting Tool
Streamline reporting, ensure compliance, enhance governance with real-time reporting and document management software, enhancing governance with Propsys360.
Repairs Management Module
Efficiently handle repairs with rental property management software to protect property value and enhance tenant satisfaction.
Asset Management
Leverage asset management software to centralise data, improve regulatory compliance, and enhance operational efficiency seamlessly.
Case Management
Enhance governance with case management system software to streamline operations and boost tenant satisfaction.
Sales, Lettings, Allocations & Voids Management Module
Manage sales, lettings, allocations, and voids with comprehensive tenant management software, reducing vacancies and enhancing tenant communication.
Contractor Portal
Improve collaboration with contractors using contractor management systems, ensuring real-time updates and performance analytics.
Payment & Arrears
Utilise landlord accounting software and AI-driven payment systems for proactive arrears management, empowering tenants with seamless solutions.
Customer Portal
Transform tenant experiences with customer management software, offering a modern, tenant-focused housing service portal.
Damp & Mould
Manage damp and mould issues efficiently with property maintenance management software, integrating IoT for better control.
Stock Condition Survey
Revolutionise property insights with advanced housing management software for property condition surveys and analytics.
Tenancy Management
Streamline operations with property management software for landlords, ensuring regulatory compliance and improving tenant engagement.
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.
