Praise Case Management
To Learn More About Praise Case Management
What is Praise Case Management?
A Praise case captures positive resident feedback — a thank-you, a compliment about a specific staff member, a note of how a service was delivered well. Under the Regulator of Social Housing’s Tenant Satisfaction Measures (TSM), landlords now report on resident satisfaction in structured ways; capturing praise alongside complaints completes the picture and gives senior leaders evidence of where the service is working, which staff are making the difference and what good looks like on the ground.
Praise — End-to-End Workflow
- Logged — praise captured from any channel (letter, call, email, portal, survey) into one Praise case on Propsys360.
- Acknowledged — resident acknowledged with thanks; named staff informed; line manager notified.
- Investigated — context reviewed — the case, team and interactions that led to the praise.
- Actioned — recognition applied through the organisation’s staff-recognition scheme; learning shared at team level.
- Resolved — resident thanked, staff recognised, learning captured for wider sharing.
- Closed and learned — case closed; praise volumes and themes sit alongside complaints and TSM results in Board reporting.
Praise Case Management in Propsys360
- One record, one version of the truth — every Praise 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 resident, any operational case referenced, HR / Staff Recognition (outside Case Management), and Customer Portal for resident submission — so the praise context is visible without hunting across systems
- Stage-driven workflow — praise captured, staff recognised and learning shared — 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 praise 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 Praise Case Management
Contact Centre / Customer Service Advisor — records every compliment heard on a call, not just the ones in writing; residents see their positive experiences taken seriously.
Housing Officer / Tenancy Management — sees praise for their patch and for specific teams, creating a balanced view of how the service is perceived.
Customer Experience / Resident Engagement Lead — reports on praise alongside complaints and TSM results, giving a complete picture to Board and regulators.
Team Leader / Service Manager — dashboards show open praise 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 praise 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.
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