Squatter or Unauthorised Occupant Case Management
To Learn More About Squatter or Unauthorised Occupant Case Management
What is Squatter or Unauthorised Occupant Case Management?
A Squatter or Unauthorised Occupant case covers any person occupying a landlord-owned property without a tenancy or licence — residential squatting (a criminal offence under section 144 Legal Aid, Sentencing and Punishment of Offenders Act 2012), unauthorised occupation of void or decanted stock, or unauthorised occupants left after a tenancy ended. Landlords must secure the property, involve police where applicable, and pursue Civil Procedure Rules Part 55 possession quickly to limit loss and protect neighbours.
Squatter or Unauthorised Occupant — End-to-End Workflow
- Logged — unauthorised-occupation report captured into one Squatter or Unauthorised Occupant case on Propsys360.
- Acknowledged — reporter acknowledged, neighbours updated on safety; police notified where criminal.
- Investigated — site attended, photos captured, identity of occupant(s) established where possible, any safeguarding issue assessed.
- Actioned — criminal route via police for residential squatting, or civil possession via CPR Part 55 issued in court.
- Resolved — property recovered, secured and void process started, any damage and costs recorded for recovery.
- Closed and learned — case closed with legal and security evidence; patterns feed void-security and lettings strategy.
Squatter or Unauthorised Occupant Case Management in Propsys360
- One record, one version of the truth — every Squatter or Unauthorised Occupant 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 — Void Management for re-let, Safeguarding for vulnerable occupants, Legal for possession claims, and ASB for any neighbourhood impact — so the squatter or unauthorised occupant context is visible without hunting across systems
- Stage-driven workflow — unauthorised occupation identified, legally cleared and property recovered — 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 squatter or unauthorised occupant 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 Squatter or Unauthorised Occupant Case Management
Contact Centre / Customer Service Advisor — captures the report accurately from a worried neighbour and sets the right expectation of legal timescales.
Housing Officer / Tenancy Management — sees unauthorised-occupation risk on patch (void stock, repeat hotspots) and can act before ASB or damage escalates.
Tenancy Enforcement / Legal Officer — runs the correct criminal or civil route on one record; property is recovered in days or weeks, not months.
Team Leader / Service Manager — dashboards show open squatter or unauthorised occupant 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 squatter or unauthorised occupant 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.
