Rent Cards Case Management
To Learn More About Rent Cards Case Management
What is Rent Cards Case Management?
A Rent Cards case covers requests for a new, replacement or additional rent-payment card (AllPay, PayPoint, internal barcode) for tenants paying at post offices, PayPoint outlets or via swipe. Landlords must evidence identity, post the card securely, and link the card to the tenancy so that payments reconcile to the right rent account without manual fixes.
Rent Cards — End-to-End Workflow
- Logged — rent-card request captured into one Rent Cards case on Propsys360.
- Acknowledged — tenant acknowledged with expected dispatch date and payment alternatives in the meantime.
- Investigated — identity verified, tenancy checked active, previous card-loss reason understood where relevant.
- Actioned — card ordered from the provider, linked to the rent account, and posted securely with instructions.
- Resolved — card receipt confirmed, first payment reconciled, any arrears impact flagged.
- Closed and learned — case closed with dispatch evidence; reissue volumes feed channel-shift and self-service planning.
Rent Cards Case Management in Propsys360
- One record, one version of the truth — every Rent Cards 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 — Income for account linkage, Tenancy for identity verification, Customer Portal for self-service reissue, and Finance for reconciliation — so the rent cards context is visible without hunting across systems
- Stage-driven workflow — rent card requested, issued and linked to the tenant account — 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 rent cards 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 Rent Cards Case Management
Contact Centre / Customer Service Advisor — orders the card and sets payment expectation in one call — tenants do not arrive at PayPoint without a way to pay.
Housing Officer / Tenancy Management — sees card-reissue patterns on patch and can nudge digitally-ready tenants to Direct Debit or portal payment.
Income / Rent Accounting Officer — runs issue, linkage and reconciliation from one record, so payments land in the right account first time.
Team Leader / Service Manager — dashboards show open rent cards 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 rent cards 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.
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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.
