Permissions and Approvals Case Management
To Learn More About Permissions and Approvals Case Management
What is Permissions and Approvals Case Management?
A Permissions and Approvals case is any request a resident makes for the landlord’s consent under their tenancy agreement — to make alterations to the home, take a lodger, keep a pet, run a small business from the property, fit a satellite dish, install a charging point, or any other matter where the tenancy reserves the landlord’s consent. The Landlord and Tenant Act 1985 (LTA 1985) Section 12 governs the implied right to make improvements with consent for secure tenants; tenancy clauses and the Equality Act 2010 (where the request is a reasonable adjustment) shape every decision. The Regulator of Social Housing’s Tenancy Standard expects landlords to deal with consent requests fairly and within published timescales.
The operational challenge: a single resident might request permission for an alteration, a lodger and a pet over the course of a year — and each request is currently handled by a different team using a different process. Without one shared record, decisions drift between consistent and inconsistent, conditions are missed, and a request that needs both a tenancy answer and a buildings-survey answer ends up bouncing between teams. A single Permissions and Approvals case at the front door, with a clean decision framework, fair reasoning and a single audit trail, fixes both the resident experience and the regulatory evidence.
Permissions and Approvals — End-to-End Workflow
- Logged — permission request captured from any channel into one Permissions and Approvals case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — request type assigned: alterations, lodger, pet, business, satellite dish, charging point, satellite, sub-let consent, or other; tenancy clauses identified.
- Linked — joined automatically to the Tenancy, Repairs, Building Safety (where the request affects fabric), ASB and Disrepair records.
- Investigation — for fabric-affecting requests, surveyor visit booked from the case; for lodger requests, occupancy and tenancy-fraud risk assessed; for pet requests, prior reports considered.
- Decision — decision recorded with reasoning, conditions and any supporting evidence; equalities reasonable-adjustment check applied where relevant.
- Resident communication — decision letter issued through preferred channel, with appeal route described; tenancy file updated automatically.
- Conditions tracked — any ongoing conditions (e.g. reinstatement on tenancy end, pet behaviour reviewed annually) tracked on the case.
- Closed — outcome recorded; learning fed into tenancy-management policy review.
Permissions and Approvals Case Management in Propsys360
- One record, one version of the truth — every Permissions and Approvals case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing tenancy-officer email folders, paper consent forms and surveyor visit notes.
- Linked across Propsys360 — joined automatically to the Tenancy, Repairs, Building Safety, ASB and Disrepair records; the full picture is on the screen for every decision.
- Multi-route triage — alterations, lodgers, pets, business, satellite dishes, charging points and other consents all handled from one front door, with the right specialist routing.
- Decision framework built in — consistent reasoning, conditions and equalities reasonable-adjustment check applied to every decision; refusals are evidenced and appealable.
- Fabric-affecting consent — surveyor visit booked from the case; building-safety implications checked automatically for Higher-Risk Buildings under the Building Safety Act 2022.
- Conditions tracked — any ongoing conditions (reinstatement, periodic review) held against the tenancy and surfaced at the right moment, not lost in an old letter.
- Linked tenancy variation — where consent involves a tenancy variation (e.g. assured-shorthold to lodger arrangement), the variation is generated and signed from the case.
- Reporting — request volume by category, average decision time, refusal-and-appeal rates and equalities-adjustment outcomes; board and tenancy-management review ready.
Teams Helped by Permissions and Approvals Case Management
Tenancy Officer — handles consent decisions with the tenancy clauses, prior consents and ongoing conditions on one screen; consistent, evidenced reasoning every time.
Surveyor / Property Services — picks up fabric-affecting requests with the building’s structure, prior alterations and any Building Safety Act 2022 implications already attached.
Leaseholder Officer — picks up consent requests under leases (e.g. alterations on shared-ownership homes) with the lease terms and any historic consents on the case.
Contact Centre / Customer Service Advisor — answers the resident’s first question with the consent process, indicative timescale and any prior consents already visible; no transferring round the houses.
Resident — gets a consistent answer with reasoning, an appeal route and clear conditions; the consent feels fair, not arbitrary.
Director of Housing / Head of Tenancy — sees consent volume, decision times, refusal patterns and equalities outcomes on one dashboard, ready for the Regulator of Social Housing’s Tenancy Standard.
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