Tenancy Fraud Case Management
To Learn More About Tenancy Fraud Case Management
What is Tenancy Fraud Case Management?
Tenancy fraud is any misuse of a social housing tenancy — unlawful subletting, succession fraud (claiming a tenancy the resident is not entitled to), key selling, and making false statements to obtain a home. Each recovered social home saves an authority an estimated £18,000–£42,000, making it one of the largest single fraud losses to the UK public purse. Under the Prevention of Social Housing Fraud Act 2013, unlawful subletting is a criminal offence, and the Regulator of Social Housing expects registered providers to actively prevent, detect and act on fraud as part of their tenancy sustainment and value-for-money duties.
The operational challenge: fraud intelligence arrives from dozens of sources — neighbour reports, contact centre calls, council data-matching through the National Fraud Initiative (NFI), utility and credit data, site visits, returned correspondence. Without one linked record per investigation, tip-offs are lost, investigators duplicate work, and evidence isn’t joined up when it matters for a legal case or tenancy recovery.
Tenancy Fraud — End-to-End Workflow
- Logged — referral captured from any channel (resident report, contact centre, councillor, partner agency, National Fraud Initiative (NFI) data match) into one Tenancy Fraud case in the Propsys360 Case Management module.
- Triaged — scored against risk indicators, cross-checked against the Tenancy Management record, owner assigned to a counter-fraud investigator.
- Intelligence gathering — data checks (credit, electoral, utilities), site visits, correspondence checks and external referrals all logged against the case.
- Interview — tenant interview under caution or informal meeting arranged; notes and evidence stored on the case.
- Decision — outcome recorded: no fraud, advisory outcome, tenancy enforcement or criminal referral.
- Legal / enforcement — Notice to Quit, possession proceedings or criminal referral prepared via the Legal Referral case type, linked back to this Tenancy Fraud case.
- Recovery — keys returned, property re-let through the Sales/Lettings/Allocations & Voids module, financial recovery pursued.
- Closed — outcome, recovered value and learning logged; intelligence remains searchable for repeat patterns across the housing stock.
Tenancy Fraud Case Management in Propsys360
- One Tenancy Fraud case per investigation in the Propsys360 Case Management module, built on Microsoft Dynamics 365 — every tip-off, data check, visit and interview on one record, replacing investigator spreadsheets and shared drives
- Linked automatically to the Tenancy Management record, Contact history, the Payment & Arrears rent account, Sales/Lettings/Allocations data and any open Complaints or Anti-Social Behaviour (ASB) cases — nothing to cross-reference manually
- Data-matching from the National Fraud Initiative (NFI), CIFAS and partner agencies flows into Propsys360 and raises new Tenancy Fraud cases automatically, with triage scored on arrival
- Evidence captured once — letters, photos, utility checks, visit notes, PACE-compliant interview records — and usable straight into legal bundles with no reassembly
- Service Level Agreement (SLA) clocks on every stage — triage, interview, legal referral, recovery — so cases don’t stall and the regulator’s value-for-money expectations are demonstrably met
- Recovery value tracked per case and aggregated across the team — savings per recovered home, total annual recovered value and rent roll impact available live
- Integrates with the Legal Referral case type for Notice to Quit, possession proceedings and criminal referrals, with every deadline and document on the same record
- Live dashboards by referral source, stage, investigator, risk score and recovered value — counter-fraud team, housing, legal and the executive board all on the same numbers
Teams Helped by Tenancy Fraud Case Management
Contact Centre / Customer Service Advisor — logs a fraud tip-off once and sees the resident’s tenancy, rent and correspondence history on the same screen, so tip-offs are never dismissed for lack of context.
Housing Officer / Neighbourhood Officer — refers suspected cases with all the context attached and sees the outcome on the same record — no chasing the counter-fraud team for updates.
Counter-Fraud / Tenancy Fraud Investigator — runs the full investigation on one record, with National Fraud Initiative (NFI) and CIFAS matches pre-populated and legal bundles exportable in one click.
Team Leader / Counter-Fraud Manager — manages caseloads, Service Level Agreement (SLA) risk and recovery targets on one dashboard, and reassigns in a click.
Compliance / Governance Officer — evidences the Regulator of Social Housing’s value-for-money and tenancy fraud prevention expectations directly from live case data via Propsys360’s Unified Regulatory Reporting Tool.
Director of Housing / Executive / Board — sees recovered homes, recovered value, average case age and pipeline risk live, alongside the wider tenancy and income picture — one joined-up view.
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.
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Unified Regulatory Reporting Tool
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Asset Management
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Case Management
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Sales, Lettings, Allocations & Voids Management Module
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Utilise landlord accounting software and AI-driven payment systems for proactive arrears management, empowering tenants with seamless solutions.
Customer Portal
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Tenancy 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.
