Voids Case Management
To Learn More About Voids Case Management
What is Voids Case Management?
A void is the period when a social housing property is empty between tenancies — from the moment a tenancy ends through pre-termination inspection, repairs to the lettable standard, statutory compliance checks (gas safety, electrical, EPC, water hygiene) and re-letting. Voids cost a landlord twice: the rent lost while the home is empty and the works needed to bring it back to standard. The Regulator of Social Housing tracks empty homes through the Tenant Satisfaction Measures (TSM) and the Value for Money Standard expects a clear, evidenced void-management approach. National Housing Federation Sector Scorecard benchmarks make slow voids visible across the whole sector.
The operational challenge: a void crosses Tenancy, Repairs, Lettings, Compliance, Asset, Income and Cleaning. Without one shared record, keys go missing, the gas safety check is booked after the new tenant has moved in, the lettable standard is interpreted differently by different surveyors, and properties sit empty for weeks longer than they should. A single record that links every step, every cost, every compliance certificate and every key handover removes the friction that turns a 21-day void into a 90-day one.
Voids — End-to-End Workflow
- Logged — Notice to Quit (NTQ), tenancy end-date or unexpected void event recorded into one Voids case in the Propsys360 Case Management module on Microsoft Dynamics 365; key-to-key Service Level Agreement (SLA) clock starts.
- Pre-termination inspection — outgoing tenant visit recorded, recharges identified, photos attached, scope of works drafted before the property is even empty.
- Keys returned — keys logged into the case; locks changed where required; alarm and utility readings attached.
- Voids works — minor or major void route assigned; works ordered through the Repairs Management module; lettable standard checklist completed by the Voids Surveyor.
- Statutory compliance — Gas Safety Record (CP12), Electrical Installation Condition Report (EICR), EPC, water-hygiene check and smoke / CO alarm tests booked, completed and attached to the case.
- Cleaning and final inspection — end-of-works clean, photographs and Voids Surveyor sign-off; property marked ready-to-let with a single click.
- Allocation and viewing — linked Lettings record receives the property automatically; viewing booked from the same case.
- Sign-up and key handover — new tenancy created, keys handed over, void closed; lost-rent days, total cost and recharge balance posted to finance.
- Post-let snagging — any defects reported in the first 28 days link back to the original Voids case for trend analysis and contractor performance review.
Voids Case Management in Propsys360
- One record, one version of the truth — every Void lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing key registers, voids spreadsheets, surveyor folders and the lettings team’s parallel tracker.
- Linked across Propsys360 — joined automatically to the outgoing Tenancy, Repairs, Compliance and incoming Lettings records; nothing chased by email, nothing re-keyed.
- Lettable standard checklist built in — every void surveyed against the same published standard, with photos, signatures and timestamps; no two surveyors interpreting it differently.
- Key-to-key Service Level Agreement (SLA) clocks — minor void, major void and refurbishment-void targets all tracked in real time with breach alerts before the deadline lapses.
- Statutory compliance built in — Gas Safety Record (CP12), Electrical Installation Condition Report (EICR), EPC and water-hygiene check booked from the case and held against the property’s compliance register; you cannot let a non-compliant home by accident.
- Planned and responsive recharges — outgoing-tenant recharges identified at pre-termination, agreed before the keys come back, and posted to the rent account in one click.
- Void cost ledger — every job, every contractor invoice and every lost-rent day attached to the case, ready for Value for Money reporting and contractor performance review.
- Live KPI dashboard — average days, total lost rent, void cost per property, by category and by patch, board-ready every Monday morning without a spreadsheet exercise.
Teams Helped by Voids Case Management
Voids Surveyor / Voids Officer — completes the lettable-standard inspection on a tablet, attaches photos and the works scope directly to the Voids case, and orders works through the Repairs Management module without leaving the record.
Repairs Team / Maintenance Planner — picks up the works order with the standard already attached; schedules the contractor against the published key-to-key Service Level Agreement (SLA) and updates the case as each job closes.
Lettings Officer / Allocations Officer — sees the property change to ready-to-let in real time and books a viewing from the same case; no waiting for an email from voids.
Income / Finance Officer — sees lost-rent days, recharge balance and contractor cost on the case as they accrue; closes the rent account on the outgoing tenancy without a chase.
Compliance Officer — confirms gas, electrical, EPC and water-hygiene certificates are valid on the property before sign-up; no non-compliant let, ever.
Director of Housing / Head of Operations — sees average void days, total lost rent and Tenant Satisfaction Measures (TSM) for the empty-homes indicators on a single dashboard; board pack writes itself.
Propsys360 Housing Management System
- Integrated
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- 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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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.
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