Refunds Case Management
To Learn More About Refunds Case Management
What is Refunds Case Management?
A Refunds case covers any money owed back to a tenant — rent credits on a cleared account, overpaid service charges, deposit returns, recharge reversals, Section 11 compensation or goodwill payments. Landlords must evidence the entitlement, route the approval correctly, comply with the Housing Ombudsman’s complaints and redress expectations, and pay promptly to avoid escalation.
Refunds — End-to-End Workflow
- Logged — refund request or trigger captured into one Refunds case on Propsys360.
- Acknowledged — tenant acknowledged with the expected timescale and evidence needed.
- Investigated — account reviewed for arrears, offsets and charge history; approval level identified per policy.
- Actioned — approval obtained, payment raised in finance, BACS details verified, correspondence issued.
- Resolved — refund paid, confirmation sent, any offset applied, goodwill rationale recorded.
- Closed and learned — case closed with evidence and approval trail; refund volumes and reasons feed service-charge and repairs learning.
Refunds Case Management in Propsys360
- One record, one version of the truth — every Refunds 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 — Finance for payment, Tenancy & Rent for offsets, Repairs and Complaints where redress applies, and Customer Portal for tenant visibility — so the refunds context is visible without hunting across systems
- Stage-driven workflow — refund requested, approved and paid with full audit trail — 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 refunds 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 Refunds Case Management
Contact Centre / Customer Service Advisor — captures the refund request with the right detail first time and the tenant sees a clear next step, not a cycle of callbacks.
Housing Officer / Tenancy Management — has visibility of refunds on patch and can spot where recurring refunds signal a service-charge or repairs problem.
Income / Finance Officer — runs a clean approval trail from request to BACS on one record; audit and ombudsman queries are answered in minutes.
Team Leader / Service Manager — dashboards show open refunds 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 refunds 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
- Seamless
- Modular
- End-to-End
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.
Service Charges
Automate service charges with cutting-edge property management software for rental properties, improving transparency, boosting tenant trust, and enhancing efficiency.
Unified Regulatory Reporting Tool
Streamline reporting, ensure compliance, enhance governance with real-time reporting and document management software, enhancing governance with Propsys360.
Repairs Management Module
Efficiently handle repairs with rental property management software to protect property value and enhance tenant satisfaction.
Asset Management
Leverage asset management software to centralise data, improve regulatory compliance, and enhance operational efficiency seamlessly.
Case Management
Enhance governance with case management system software to streamline operations and boost tenant satisfaction.
Sales, Lettings, Allocations & Voids Management Module
Manage sales, lettings, allocations, and voids with comprehensive tenant management software, reducing vacancies and enhancing tenant communication.
Contractor Portal
Improve collaboration with contractors using contractor management systems, ensuring real-time updates and performance analytics.
Payment & Arrears
Utilise landlord accounting software and AI-driven payment systems for proactive arrears management, empowering tenants with seamless solutions.
Customer Portal
Transform tenant experiences with customer management software, offering a modern, tenant-focused housing service portal.
Damp & Mould
Manage damp and mould issues efficiently with property maintenance management software, integrating IoT for better control.
Stock Condition Survey
Revolutionise property insights with advanced housing management software for property condition surveys and analytics.
Tenancy Management
Streamline operations with property management software for landlords, ensuring regulatory compliance and improving tenant engagement.
Our Clients
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.
