Tenancy Information Case Management
To Learn More About Tenancy Information Case Management
What is Tenancy Information Case Management?
A Tenancy Information case covers requests for information held on the tenancy — rent statements, copy tenancy agreement, reference, landlord letter for benefits or mortgage, or a subject access request under the Data Protection Act 2018 / UK GDPR. Landlords must verify identity, apply exemptions where appropriate, redact third-party data, and respond within statutory timescales (usually one month for SARs).
Tenancy Information — End-to-End Workflow
- Logged — information request captured into one Tenancy Information case on Propsys360.
- Acknowledged — requester acknowledged, identity verified, request type (statement / letter / SAR) confirmed.
- Investigated — data assembled from relevant systems, exemptions reviewed, redactions applied for third-party data.
- Actioned — response issued securely (portal, post, encrypted email) within statutory or policy timescale.
- Resolved — requester confirmed receipt, any follow-up questions answered, data-protection register updated.
- Closed and learned — case closed with evidence; SAR and reference volumes feed self-service design in the portal.
Tenancy Information Case Management in Propsys360
- One record, one version of the truth — every Tenancy Information 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 — Data Protection for SAR register, Tenancy Management for agreement copies, Income for statements, and Customer Portal for self-service copies — so the tenancy information context is visible without hunting across systems
- Stage-driven workflow — tenancy information request identified, verified, redacted and answered on time — 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 tenancy information 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 Tenancy Information Case Management
Contact Centre / Customer Service Advisor — identifies the right request type (statement vs. reference vs. SAR) and kicks off the correct process — no confusion, no ICO breach.
Housing Officer / Tenancy Management — sees information requests on patch and can spot where recurring questions mean portal content needs updating.
Information Governance / Tenancy Officer — runs SARs and complex requests from one record; statutory timescales, redactions and third-party data protections are defensible.
Team Leader / Service Manager — dashboards show open tenancy information 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 tenancy information 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.
