Noise Nuisance Case Management
To Learn More About Noise Nuisance Case Management
What is Noise Nuisance Case Management?
Noise nuisance is any noise — from neighbours, businesses, vehicles, pets or communal activity — that unreasonably interferes with a resident’s use and enjoyment of their home. It is the single highest-volume category of Anti-Social Behaviour (ASB) reported to social landlords, and the Housing Ombudsman Service’s 2022 Spotlight on Noise set clear expectations for how landlords investigate, record and respond. Under the Anti-Social Behaviour, Crime and Policing Act 2014, residents can trigger an ASB Case Review (the ‘Community Trigger’) where they feel their reports haven’t been acted on, and the 2024 Respect Charter sets a shared standard for ASB handling across the sector.
The operational challenge: a noise case is rarely one-and-done. It involves repeated resident reports, recordings from tools like the Noise App, witness statements, neighbourhood officer visits, environmental health referrals and sometimes police or legal action. Without one linked record, every call to the contact centre starts from scratch, and evidence scattered across systems undermines any enforcement action.
Noise Nuisance — End-to-End Workflow
- Logged — noise nuisance report captured from any channel (contact centre, Customer Portal, Noise App upload, police referral) into one Noise Nuisance case in the Propsys360 Case Management module.
- Triaged — categorised against the Respect Charter and landlord ASB policy; vulnerability flags checked on the linked Tenancy Management record; owner assigned.
- Investigation opened — diary sheets issued, witness statements captured, Noise App recordings attached to the case.
- Interventions — early warning letter, Acceptable Behaviour Agreement (ABA) or mediation via a Neighbourhood Resolution Panel, each logged against the case.
- Escalation — Community Protection Notice (CPN), injunction preparation or possession action triggered via the Legal Referral case type, linked back to the Noise Nuisance case.
- Partner referrals — environmental health, police or safeguarding referrals raised; responses tracked on the case.
- Resolution — outcome recorded, resident updated through the Customer Portal, ASB Case Review (Community Trigger) threshold monitored.
- Closed — learning captured; case stays searchable so any future repeat reports don’t start from zero.
Noise Nuisance Case Management in Propsys360
- One Noise Nuisance case per incident in the Propsys360 Case Management module on Microsoft Dynamics 365, combining every call, email, Noise App recording, diary sheet and witness statement on a single record
- Linked automatically to the resident’s Tenancy Management record, safeguarding flags, Complaints case and Contact history — the next advisor to pick up the phone already knows the full story, so the resident doesn’t repeat themselves
- Respect Charter and Anti-Social Behaviour Case Review (Community Trigger) thresholds monitored on every case, with automatic alerts as report-count or vulnerability thresholds are reached
- Integrates with noise-monitoring tools such as the Noise App — recordings attach directly to the case with no manual upload or re-keying
- Enforcement tools — Acceptable Behaviour Agreements (ABAs), Community Protection Notices (CPNs), injunctions and possession — tracked with Service Level Agreement (SLA) clocks, legal spend and evidence bundles on one record
- Partner referrals to environmental health, police and safeguarding raised and tracked on the case, with responses flowing back automatically — no chasing by email
- Resident communications issued through the Customer Portal so residents see progress without calling, and advisors who do take calls are not repeating themselves
- Live dashboards by hotspot, case type, age, owner and ASB Case Review risk — neighbourhood officers, team leaders and the executive board all read from the same numbers
Teams Helped by Noise Nuisance Case Management
Contact Centre / Customer Service Advisor — logs each call against the existing Noise Nuisance case; the resident never has to repeat the back-story, and vulnerability flags from Tenancy Management appear on screen automatically.
Housing Officer / Neighbourhood Officer — investigates with the full diary sheet, Noise App recordings and witness statements on one record — no second round of evidence gathering.
Anti-Social Behaviour (ASB) Officer — drives enforcement end-to-end in one place — Acceptable Behaviour Agreements (ABAs), Community Protection Notices (CPNs), injunctions and possession — without spinning up separate spreadsheets for legal tracking.
Team Leader / Housing Manager — sees every open Noise Nuisance case, Community Trigger risk and Service Level Agreement (SLA) breach risk on one dashboard, and reassigns with a click.
Compliance / Governance Officer — Respect Charter and ASB Case Review reporting runs off live case data; Ombudsman Spotlight on Noise expectations are evidenced from the case record itself.
Director of Housing / Executive / Board — sees live hotspot analysis, open enforcement volumes and partner-referral response times on one dashboard — one set of numbers, shared with partners where needed.
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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.
