Pets Case Management
To Learn More About Pets Case Management
What is Pets Case Management?
A Pets case covers resident requests for permission to keep a pet, pet-related tenancy breach, dog control concerns under the Dangerous Dogs Act 1991 and the Control of Dogs Order 1992, and recognition of assistance animals. Social landlords operate pet policies within tenancy terms; reforms introduced through the Renters’ Rights Act / Renters (Reform) Act 2024 framework have reshaped when consent can and cannot be refused in the private-rented sector, influencing social-housing practice too. The case supports a fair, consistent and evidenced decision.
Pets — End-to-End Workflow
- Logged — pet request, complaint or concern captured into one Pets case on Propsys360.
- Acknowledged — resident or reporter acknowledged with process and expected decision timescale.
- Investigated — tenancy type, property type (flat, house with garden, shared accommodation), pet details and any ASB or damage history reviewed against the case.
- Actioned — consent issued or refused with conditions; assistance-animal exemption confirmed; ASB or welfare referral raised where relevant.
- Resolved — decision issued; tenancy record updated; pet-related issue resolved.
- Closed and learned — case closed; portfolio-level pet data feeds consistent policy application and ASB reviews.
Pets Case Management in Propsys360
- One record, one version of the truth — every Pets 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 — Tenancy Management for the tenancy, ASB where pet-related, Safeguarding for assistance animals, Repairs for damage, and Customer Portal for resident self-service — so the pets context is visible without hunting across systems
- Stage-driven workflow — request or concern received, checked against policy and decision issued — 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 pets 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 Pets Case Management
Contact Centre / Customer Service Advisor — answers pet questions accurately with the property type and tenancy conditions on the screen; no ‘depends who you speak to’ inconsistency.
Housing Officer / Tenancy Management — sees pet-related history on patch and spots where a pet consent request is linked to an underlying ASB or vulnerability issue.
Tenancy Manager — approves, conditions or refuses pet consent with policy, evidence and decision letter all attached; consistent across team members and defensible at challenge.
Team Leader / Service Manager — dashboards show open pets 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 pets 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
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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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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.
