My Account Feedback Case Management
To Learn More About My Account Feedback Case Management
What is My Account Feedback Case Management?
My Account Feedback is any comment, suggestion, accessibility issue, bug report or usability concern a resident sends about the landlord’s online resident portal (the My Account or self-service area). The Regulator of Social Housing’s Transparency, Influence and Accountability Standard expects landlords to make services accessible, give residents meaningful ways to influence service design, and report on customer experience. The Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 set the bar for accessibility (WCAG 2.2 AA), and digital-inclusion research repeatedly shows that channel shift only works when residents trust the digital channel.
The operational challenge: portal feedback can be any of five different things — a bug, an accessibility blocker, a feature request, a question that should have been answered in the portal but wasn’t, or a more general service complaint that arrived through the portal feedback form. Without one shared record, bug reports go to IT, accessibility issues go nowhere in particular, feature requests are lost, and complaints are mis-routed. A single case record at the front door, with the right downstream routing, turns the feedback form from a black hole into a continuous-improvement engine.
My Account Feedback — End-to-End Workflow
- Logged — feedback received via the resident portal, mobile app, accessibility helpline or in-person research session into one My Account Feedback case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — routed as bug, accessibility issue, feature request, content gap, channel-shift opportunity or service complaint.
- Linked — joined automatically to the resident’s Tenancy, prior portal interactions and any open Complaints case; the right context is on the screen.
- (Bug) — reproduced by the digital team, ticketed in the technical backlog, fix scheduled and the resident notified when resolved.
- (Accessibility) — assessed against WCAG 2.2 AA criteria; remediation prioritised; resident offered an accessible alternative channel during the fix.
- (Feature / content) — added to the digital roadmap with the resident’s input recorded; the resident is told whether it will be picked up.
- (Service complaint) — escalated to a linked Complaints case under the Housing Ombudsman Service Complaint Handling Code (CHC); two-stage process applies.
- Closed — outcome recorded; resident notified through their preferred channel; learning fed into the portal’s continuous-improvement backlog.
My Account Feedback Case Management in Propsys360
- One record, one version of the truth — every My Account Feedback case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing IT-team email triage, the digital backlog spreadsheet and the customer-experience team’s parallel notes.
- Linked across Propsys360 — joined automatically to the Tenancy, Complaints, Repairs and Contact records; nothing routed without the resident’s full picture.
- Five-route triage — bug, accessibility, feature, content gap and service complaint all handled distinctly from the same intake.
- WCAG 2.2 AA evidencing — every accessibility issue assessed against the regulation; remediation prioritised; accessible alternative channels offered during the fix.
- Linked Complaints — service complaints arriving through the portal flow into a Housing Ombudsman Service Complaint Handling Code (CHC) two-stage Complaints case automatically; nothing slips through.
- Digital roadmap input — feature requests captured with resident voice attached; the digital team builds based on evidence, not assumption.
- Channel-shift KPI capture — every saved phone call, completed self-service transaction and avoided letter measured against the case data; channel-shift business case from live evidence.
- Reporting — feedback volume by category, accessibility-issue resolution time, feature requests delivered and Tenant Satisfaction Measures (TSM) for digital channels on one dashboard.
Teams Helped by My Account Feedback Case Management
Digital Product Manager — sees every feedback case in real time, routes bugs and feature requests in one place, and builds the roadmap from resident voice rather than assumption.
Web Accessibility Officer — picks up WCAG 2.2 AA issues with reproduction steps and assistive-technology context already on the case; remediation is prioritised by real-world impact.
Contact Centre Lead — sees channel-shift KPIs from live cases — every saved phone call, every avoided letter — and sees the friction points that block self-service.
Complaints Officer — picks up service complaints arriving through the portal as a Housing Ombudsman Service Complaint Handling Code (CHC) Complaints case automatically; nothing routed in error.
Resident — sees their feedback’s status, expected resolution and what was done about it; the portal becomes a conversation, not a black hole.
Director of Customer Services / Head of Digital — sees portal experience metrics, accessibility profile and channel-shift outcomes on one dashboard, ready for the Regulator of Social Housing’s Transparency, Influence and Accountability Standard.
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