Resident Involvement Enquiry Case Management
To Learn More About Resident Involvement Enquiry Case Management
What is Resident Involvement Enquiry Case Management?
A Resident Involvement Enquiry case covers any tenant approach about getting involved in shaping services — scrutiny panel, tenant voice group, estate walkabouts, policy co-design, TSM feedback, or informal neighbourhood meetings. Under the Consumer Standards (Transparency, Influence and Accountability) landlords must evidence how resident voice shapes decisions, demonstrate inclusive reach, and close the feedback loop.
Resident Involvement Enquiry — End-to-End Workflow
- Logged — involvement enquiry captured into one Resident Involvement case on Propsys360.
- Acknowledged — resident acknowledged, interest and availability captured, accessibility needs noted.
- Investigated — most suitable route identified (panel, group, consultation, survey, co-design session).
- Actioned — resident invited, briefed, supported with training or expenses where appropriate; participation recorded.
- Resolved — outcome of their contribution recorded; decisions influenced and changes communicated back.
- Closed and learned — case closed with participation evidence; reach, diversity and impact feed Regulator TSM and annual resident-involvement report.
Resident Involvement Enquiry Case Management in Propsys360
- One record, one version of the truth — every Resident Involvement Enquiry 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 — Customer Experience for TSM linkage, Policy for co-design, Communications for closing the loop, and Customer Portal for self-service sign up — so the resident involvement enquiry context is visible without hunting across systems
- Stage-driven workflow — resident involvement enquiry captured, supported and turned into evidenced impact — 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 resident involvement enquiry 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 Resident Involvement Enquiry Case Management
Contact Centre / Customer Service Advisor — captures the interest with the right next step — no resident is told “I’m not sure who does that” and lost.
Housing Officer / Tenancy Management — sees engaged residents on patch and can invite them into estate walkabouts or local co-design directly.
Resident Involvement / Engagement Officer — runs the panel, scrutiny and co-design pipeline on one record; Regulator TIA evidence is report-ready any week of the year.
Team Leader / Service Manager — dashboards show open resident involvement enquiry 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 resident involvement enquiry 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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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.
