New Resident Checklist Case Management
To Learn More About New Resident Checklist Case Management
What is New Resident Checklist Case Management?
A New Resident Checklist case runs the structured first-week actions for a new tenant: keys handed over, utilities transferred, council tax notified, direct debit or payment plan set up, welcome pack delivered, Customer Portal access issued, first rent payment confirmed, any support referrals placed. Getting these small things right prevents arrears, missed safeguarding flags and an early complaint, and sets the tone for the whole tenancy.
New Resident Checklist — End-to-End Workflow
- Logged — checklist case opened automatically at tenancy sign-up; one per new tenancy in Propsys360.
- Acknowledged — resident handed the checklist and timescales for each item; named officer confirmed.
- Investigated — items completed in the right order (ID verified, keys issued, utilities notified, rent set-up, portal access); exceptions escalated.
- Actioned — linked cases raised where needed — welfare benefits, furniture support, repairs, safeguarding — with clear owners.
- Resolved — all checklist items complete; settling-in visit booked for six weeks.
- Closed and learned — case closed; tenancy-start KPIs (time to rent, time to portal, safeguarding flags) inform continuous improvement.
New Resident Checklist Case Management in Propsys360
- One record, one version of the truth — every New Resident Checklist 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 — Account Creation for the account set-up, Tenancy Management for the tenancy, Welfare Benefit Referral for income, Repairs for any defects, and Customer Portal for resident self-service — so the new resident checklist context is visible without hunting across systems
- Stage-driven workflow — tenancy started, checklist worked through and settling-in visit scheduled — 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 new resident checklist 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 New Resident Checklist Case Management
Contact Centre / Customer Service Advisor — sees the new resident’s checklist status on the first call and resolves outstanding items (direct debit, portal, council tax reference) there and then.
Housing Officer / Tenancy Management — picks up the settling-in visit with a clean record of what was completed and what was not, focusing the visit on the resident not on admin catch-up.
Neighbourhood / Tenancy Officer — runs the checklist from the same system as the tenancy and rent account, evidencing a consistent standard of welcome across every new let.
Team Leader / Service Manager — dashboards show open new resident checklist 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 new resident checklist 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.
