Ombudsman Enquiry Case Management
To Learn More About Ombudsman Enquiry Case Management
What is Ombudsman Enquiry Case Management?
An Ombudsman Enquiry case covers correspondence from the Housing Ombudsman Service about a resident complaint: an acknowledgement that a complaint has been referred, a request for evidence under the statutory power to demand information (Section 173 Housing Act 1996 as amended), or a determination requiring response. Handling these correctly is a regulator-level matter — the Ombudsman publishes individual determinations and landlord-level severe maladministration findings — and requires disciplined evidence handling and statutory-deadline discipline.
Ombudsman Enquiry — End-to-End Workflow
- Logged — Ombudsman correspondence received via dedicated inbox or portal into one Ombudsman Enquiry case on Propsys360.
- Acknowledged — Ombudsman acknowledged within policy; case assigned to complaints lead; underlying complaint case linked automatically.
- Investigated — full evidence bundle assembled from the linked complaint case and any related operational cases; gaps identified and closed.
- Actioned — Ombudsman response issued on time; remedy actions delivered (compensation, apology, systemic fixes); Section 173 requirements complied with.
- Resolved — determination reached; actions closed out; learning embedded.
- Closed and learned — case closed with determination stored; portfolio-level Ombudsman severity indicators reported to Board.
Ombudsman Enquiry Case Management in Propsys360
- One record, one version of the truth — every Ombudsman Enquiry 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 — Complaints for the underlying complaint, Tenancy Management for the resident, all operational modules that hold the evidence, and Customer Portal where resident visibility is appropriate — so the ombudsman enquiry context is visible without hunting across systems
- Stage-driven workflow — enquiry received, evidence bundled, response issued and learning embedded — 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 ombudsman enquiry 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 Ombudsman Enquiry Case Management
Contact Centre / Customer Service Advisor — recognises Ombudsman references from residents on the first call and routes them to the complaints lead without delay, avoiding a parallel and conflicting response.
Housing Officer / Tenancy Management — sees Ombudsman cases on their patch and can ensure that any operational actions (repairs, ASB, rehousing) are paced consistently with the Ombudsman timeline.
Complaints / Ombudsman Lead — runs each Ombudsman case with the evidence bundle, response drafts and determination all attached, delivering a consistent and defensible response every time.
Team Leader / Service Manager — dashboards show open ombudsman enquiry 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 ombudsman enquiry and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
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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.
