Mutual Exchange Case Management
To Learn More About Mutual Exchange Case Management
What is Mutual Exchange Case Management?
A Mutual Exchange case covers two or more secure or assured tenants swapping homes by assignment under the Housing Act 1985 section 92 (Schedule 3 grounds can be used to refuse). Landlords must decide within 42 days of a completed application, and refusal is restricted to defined grounds. Mutual exchange is often a resident’s fastest route to move home and a useful tool for rebalancing under-occupation, but requires tight coordination between landlords, checks on tenancy conduct, rent account and property condition, and a valid deed of exchange.
Mutual Exchange — End-to-End Workflow
- Logged — mutual exchange application received (via HomeSwapper or direct) into one Mutual Exchange case on Propsys360.
- Acknowledged — applicant acknowledged with the 42-day decision window and required checks explained.
- Investigated — rent arrears, ASB, tenancy breaches, property condition and any adaptations reviewed for all parties; reciprocal landlord contacted where cross-landlord.
- Actioned — decision issued (approve, approve with conditions, or refuse on statutory grounds); deed of exchange and rent accounts prepared.
- Resolved — exchange completed, tenancies assigned, keys exchanged, rent accounts updated.
- Closed and learned — case closed with decision letter and deed filed; 42-day compliance and approval rates reported.
Mutual Exchange Case Management in Propsys360
- One record, one version of the truth — every Mutual Exchange 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 tenancy, Rent for the accounts, ASB for any tenancy conduct concerns, Repairs for condition, and Customer Portal for applicant self-service — so the mutual exchange context is visible without hunting across systems
- Stage-driven workflow — application received, checks completed, decision issued within 42 days — 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 mutual exchange 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 Mutual Exchange Case Management
Contact Centre / Customer Service Advisor — gives applicants an accurate 42-day clock from day one; no more ‘we’ll get back to you’ that turns into a statutory breach.
Housing Officer / Tenancy Management — sees every exchange on patch with the tenancy, rent and condition context, and can raise conditions or refusals on firm evidence.
Allocations / Tenancy Manager — runs the 42-day decision against a statutory checklist; approvals, refusals and conditions are all evidenced and defensible.
Team Leader / Service Manager — dashboards show open mutual exchange 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 mutual exchange 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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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.
