Succession Case Management
To Learn More About Succession Case Management
What is Succession Case Management?
A Succession case covers a claim to succeed to a tenancy on a tenant’s death. The legal position depends on tenancy type: Housing Act 1985 (secure tenancies) and Housing Act 1988 (assured tenancies, and post-2012 successions under the Localism Act 2011) set who may succeed, in what order, and whether a statutory right or discretionary succession under the tenancy agreement applies. Landlords must evidence relationship, occupation-as-only-or-principal-home, prior successions and any under-occupation position.
Succession — End-to-End Workflow
- Logged — succession claim captured into one Succession case on Propsys360.
- Acknowledged — bereaved acknowledged with sensitivity, tenancy-type and eligibility criteria explained.
- Investigated — relationship, residency, prior succession, household composition and any bedroom-standard mismatch assessed; statutory vs discretionary route identified.
- Actioned — decision issued in writing with reasons, new tenancy granted, alternative housing offered where succession refused, or NSP served if no succession right exists.
- Resolved — new tenancy signed, rent and contact records updated, HB / UC notified, any transfer started.
- Closed and learned — case closed with statutory evidence; succession outcomes feed under-occupation and bereavement-support learning.
Succession Case Management in Propsys360
- One record, one version of the truth — every Succession 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 — Tenancy Management for the new tenancy, Safeguarding for vulnerable bereaved, Lettings for rehousing, and Customer Portal for document submission — so the succession context is visible without hunting across systems
- Stage-driven workflow — succession claim decided under the right Act and new tenancy granted or alternative route actioned — 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 succession 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 Succession Case Management
Contact Centre / Customer Service Advisor — captures the bereavement with the right sensitivity and the correct evidence route from the first call — no retelling, no missed safeguarding.
Housing Officer / Tenancy Management — sees succession cases on patch and can connect outcomes to under-occupation, rehousing or bereavement support.
Tenancy Specialist — runs statutory and discretionary succession decisions on one record — correct Act, correct evidence, defensible at review or court.
Team Leader / Service Manager — dashboards show open succession 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 succession 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
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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.
