Subletting Case Management
To Learn More About Subletting Case Management
What is Subletting Case Management?
Subletting is when a tenant lets all or part of their home to someone else. In social housing it sits in two distinct workflows: lawful, requested subletting that needs landlord consent under the tenancy agreement and Section 93 of the Housing Act 1985 (or the equivalent provisions in an assured tenancy), and unlawful subletting — where a tenant has moved out and rented the home to someone else for profit. Unlawful subletting is a criminal offence under the Prevention of Social Housing Fraud Act 2013, with penalties of up to two years’ imprisonment, an unlimited fine and an Unlawful Profit Order. The Regulator of Social Housing’s Transparency, Influence and Accountability Standard expects landlords to take tenancy fraud seriously and to record outcomes.
The operational challenge: subletting cases need different evidence depending on the route. A consent request needs the tenancy file, the proposed subtenant’s details and a fairness check. An unlawful-subletting investigation needs council-tax records, electoral roll checks, utility data, surveillance evidence, witness statements and tenancy history — and a clean chain of custody if the case is going to court for possession. Without one shared record, the consent route gets bogged down in email, and the investigation route loses evidence in shared inboxes.
Subletting — End-to-End Workflow
- Logged — subletting consent request OR unlawful subletting report (from a neighbour, councillor, councilcommunication, fraud hotline) captured into one Subletting case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — consent request routed to Tenancy; suspected unlawful subletting routed to the Tenancy Fraud team with a risk score.
- Tenancy check — current tenancy type, signed clauses about subletting, prior permissions and tenancy history attached to the case automatically.
- (Consent route) Decision — application reviewed against the tenancy and Section 93 Housing Act 1985, decision recorded with reasoning, conditions attached, communicated to the tenant within the published Service Level Agreement (SLA).
- (Investigation route) Evidence gathering — council-tax check, electoral roll, utility consumption pattern, neighbour statements, surveillance log and any digital footprint attached to the case as collected.
- Interview under caution — formal interview booked, recorded and transcribed; outcome recorded against the case.
- Action — caution issued, tenancy ended, possession proceedings started, Unlawful Profit Order pursued, or referral to the police; route recorded with reasoning.
- Closed — recovered home returned to letting through the linked Voids case; outcome and recovered profit recorded for the regulator’s tenancy-fraud return.
Subletting Case Management in Propsys360
- One record, one version of the truth — every Subletting case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing fraud-team spreadsheets, tenancy-officer email folders and council-share inboxes.
- Linked across Propsys360 — joined automatically to the Tenancy, Tenancy Fraud, Voids and Income records; the full picture is on the screen before any decision is made.
- Dual workflow — consent requests and unlawful-subletting investigations follow different paths from the moment they’re triaged, so neither one slows the other down.
- Prevention of Social Housing Fraud Act 2013 evidencing — every step in an unlawful-subletting investigation captured with chain of custody, ready for criminal prosecution or civil possession.
- Unlawful Profit Order calculation — subtenant rent received, gross profit and the order amount calculated from the case data, not retyped.
- Partnership data sharing — secure information exchanges with the local authority counter-fraud team, the police and Cabinet Office’s National Fraud Initiative, with Information Sharing Agreement evidencing on the record.
- Legal pack export — full possession bundle in the format Legal Services and the court expect, with no manual reassembly.
- Reporting — recovered properties, recovered unlawful profit and tenancy-fraud outcomes pulled live from case data; regulator and board returns ready every quarter.
Teams Helped by Subletting Case Management
Contact Centre / Customer Service Advisor — logs a consent request or a fraud tip-off once and routes it correctly the first time, so a real fraud case isn’t lost in a tenancy inbox.
Tenancy Officer — handles consent requests with the full tenancy history and previous permissions already attached; consistent decisions, evidenced reasoning, no rework.
Tenancy Fraud Investigator — runs the unlawful-subletting investigation with council-tax data, surveillance, statements and tenancy history all on one record; chain of custody preserved end-to-end.
Legal Services / Litigation Lawyer — exports the possession or prosecution bundle in one click in the order the court expects; nothing reassembled, nothing missing.
Income Officer — sees the recovered property and the rent-account adjustment automatically when the tenancy ends and the home returns to letting.
Director of Housing / Head of Counter-Fraud — sees every open subletting case, recovered properties, recovered unlawful profit and Tenancy Fraud outcomes on one dashboard, ready for the Regulator of Social Housing return.
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.
