Rent Review Case Management
To Learn More About Rent Review Case Management
What is Rent Review Case Management?
A Rent Review case covers tenant enquiries and challenges to the annual rent increase, whether the tenancy is social, affordable, intermediate or market. Landlords must evidence the calculation under the Rent Standard (CPI + 1% or applicable formula), issue the correct statutory notice (e.g. Section 13 for assured tenants), and give tenants a clear route to query, appeal or arrange payment changes.
Rent Review — End-to-End Workflow
- Logged — rent-review enquiry captured into one Rent Review case on Propsys360.
- Acknowledged — tenant acknowledged and signposted to the calculation basis and appeal route.
- Investigated — tenancy type, formula applied, statutory notice served and any Fair Rent / First-tier Tribunal history checked.
- Actioned — explanation issued with calculation, or correction made where an error is identified; payment method reviewed.
- Resolved — outcome confirmed to tenant, DD / HB / UC updated, appeal route signposted where applicable.
- Closed and learned — case closed with calculation evidence; volumes and appeal rates inform future rent-review communications.
Rent Review Case Management in Propsys360
- One record, one version of the truth — every Rent Review 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 payment changes, Rent Setting for calculation source, Complaints where disputed, and Customer Portal for self-serve explanation — so the rent review context is visible without hunting across systems
- Stage-driven workflow — rent-review query explained, evidenced or corrected and paid correctly — 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 review 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 Review Case Management
Contact Centre / Customer Service Advisor — explains the increase with the exact figures in front of them — no “we’ll call you back,” no guessing.
Housing Officer / Tenancy Management — sees rent-review contact volumes on patch and can target financial-inclusion support where payment stress appears.
Income / Rent Setting Officer — answers calculation challenges and corrects errors with full evidence on one record, with no risk to Regulator rent-standard compliance.
Team Leader / Service Manager — dashboards show open rent review 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 review 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.
