Making Compliance Work for Social Housing
50% reduction in administrative workload
Increase in tenant satisfaction of 35%
30% cost savings on maintenance
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A Sector Under Scrutiny
Introduction
Social housing providers today operate under intense regulatory scrutiny. Expectations have risen—tenants demand safe, high-quality homes and services, while the Regulator of Social Housing expects consistent, auditable evidence of compliance. The days of reactive, paper-based systems are over.
With the tragic impact of poor housing brought sharply into focus by cases such as Awaab Ishak’s death, compliance is no longer simply a governance concern; it’s a moral and legal obligation.
This eBook explains how Propsys360 has been designed to meet the housing sector’s most urgent regulatory requirements—whether that’s building safety, damp and mould, tenant satisfaction, or governance ratings. It shows how a modern, integrated, and easy-to-use platform helps landlords stay compliant, deliver better services, and build trust with residents.
50% reduction in administrative workload
Housing Regulation Rankings:
What G1, V1, and C1 Really Mean
Every registered provider is subject to assessment by the Regulator, which uses two core grades to summarise performance: governance (G1 to G4) and financial viability (V1 to V4). G1 and V1 are the highest ratings, indicating strong oversight, planning and financial stability. In recent years, however, we’ve seen an increase in downgrades to G2 or V2, often because housing providers lack integrated systems that give their boards the data they need to govern effectively.
In addition to these traditional scores, the Regulator now includes Consumer Standard compliance ratings. A C1 rating means a provider meets its obligations. A C2 means they have failed to meet at least one of them, often in ways that risk harm to tenants. Several high-profile landlords have been issued with C2 ratings due to poor handling of complaints, unresolved damp and mould issues, and an inability to demonstrate that safety standards are being upheld consistently across their portfolio.
Propsys360 is built to prevent these failures. It creates a digital infrastructure for governance and accountability—where inspections, repairs, and tenant feedback are not only recorded but visible, reportable and acted upon. Instead of working across multiple disconnected systems, housing officers, compliance teams and board members can access a single source of truth, presented clearly in real time. The result is greater transparency, faster responses to risk, and a solid foundation for achieving and retaining G1, V1 and C1 ratings.
G1 to G4 measure governance. G1 is strong; G4 shows serious failure.
V1 to V4 measure financial viability. V1 is stable; V4 signals high risk.
C1 to C4 measure tenant standards. C1 is compliant; C4 is failing.
Turning Tragedy Into Reform:
Awaab’s Law
The introduction of Awaab’s Law marks a turning point in how housing conditions are managed. Named after Awaab Ishak, a toddler who died due to prolonged exposure to mould in his home, the new law imposes strict legal timeframes on housing providers. If a tenant reports a hazard such as damp or mould, the landlord must investigate within 14 days, begin work within a further 7 days, and complete repairs within a reasonable period.
Propsys360 automates this entire process. Once a resident submits a report—either through a tenant portal, over the phone or in person—the system triages the issue, assigns a priority, and creates a case. Deadlines are automatically generated and linked to workflows. Housing officers are notified in advance if timelines are at risk, and every stage—from first report to final sign-off—is logged and evidenced.
This end-to-end visibility ensures that providers meet their obligations under Awaab’s Law and, more importantly, gives residents the confidence that their health and safety are being taken seriously. It also helps organisations avoid the reputational and regulatory damage that now accompanies delays in tackling poor conditions.
Compliance improvements of 15-20%
Getting the Basics Right:
Gas, Electrical, Fire and Water Compliance
Gas safety, electrical inspections, fire risk assessments and water hygiene are essential areas of compliance. Yet too often, these responsibilities are managed through disjointed tools, paper-based processes or spreadsheets. This not only increases the chance of things being missed—it makes it difficult to prove compliance when it matters most.
With Propsys360, inspection schedules are planned automatically across all compliance areas. Gas safety checks are flagged for renewal ahead of the statutory 12-month deadline. Electrical condition reports are tracked in five-year cycles, with reminders and automated work orders issued as due dates approach. Fire door inspections, alarm tests and extinguisher servicing are all logged and monitored digitally. Legionella risk assessments, temperature checks and flushing schedules for water systems are also tracked, ensuring a complete audit trail and fast access to documentation for internal or external review.
Each compliance area is monitored through live dashboards, showing status by property, by block, or across the entire portfolio. This gives compliance managers peace of mind, helps frontline teams stay on track, and provides boards with the assurance they need that tenants are safe and standards are being met.
Automating Compliance for Faster, Safer Repairs
- Auto-scheduled inspections and reminders across all risk areas
- Digital records for gas, electric, fire and water tasks
- Fire safety logged: doors, alarms, extinguishers and servicing
- Live dashboards by property, block or entire portfolio
- Integrated risk assessments and remedial tracking
30% cost savings on maintenance
From Risk to Resolution:
Tackling Damp and Mould
Few issues are more emotive—or more urgent—than damp and mould. For too long, landlords have lacked the tools to deal with these problems systematically. Propsys360 includes a dedicated module for damp and mould management that links reporting, inspection, intervention, and compliance in one coherent process.
Tenants can upload photographs of the issue through the self-service portal. The system categorises the risk and assigns a target response date, ensuring that properties most likely to impact tenant health are addressed first. Surveyors can access property histories, past interventions, and tenant feedback, all from a mobile device. Any missed deadlines trigger automatic alerts, and all evidence—including signed tenant acknowledgements—is stored in the system.
In short, Propsys360 moves the response to damp and mould from ad-hoc to accountable. It enables housing providers to prioritise effectively, reduce legal exposure, and most importantly, create healthier homes.
A Complete Digital Process for Tackling Damp and Mould Effectively and Transparently
- Tenants report issues directly through the self-service portal
- The system categorises risk and prioritises urgent health concerns
- Surveyors access full property history and intervention records
- Automatic alerts for missed deadlines and unresolved issues
- All evidence stored securely, including tenant acknowledgements
+70% increase in tenants using the platform
Measuring What Matters
Tenant Satisfaction Measures
Under the new regulatory framework, housing providers must report on a set of Tenant Satisfaction Measures (TSMs), designed to hold landlords accountable for the quality of their service. These measures include how repairs are handled, how safe residents feel in their homes, whether complaints are dealt with properly, and whether residents feel listened to and respected.
Propsys360 tracks performance across all of these areas. It gathers survey responses, logs service metrics, and provides sentiment analysis on tenant communications. If satisfaction drops in a particular block or area, managers can be alerted. If repairs are repeatedly delayed, the system shows where and why. This turns raw data into actionable insights—and gives leadership teams the tools to improve.
The system also ensures that tenants can see the results of their feedback, closing the loop and building trust. Whether through a resident portal, automated notifications, or face-to-face engagement informed by real-time dashboards, Propsys360 helps make tenant experience visible, measurable, and improvable.
How Propsys360 Improves Tenant Satisfaction and Compliance
- Tracks repairs, safety, and complaint handling in real time
- Transforms tenant feedback into meaningful, actionable insights
- Notifies managers instantly when tenant sentiment declines
- Helps landlords meet TSM (Tenant Satisfaction Measures) standards
Increase in tenant satisfaction of 35%
Why User Experience Matters in Compliance
One of the most overlooked but critical factors in achieving compliance is the usability of your systems. A platform may include every feature required by regulation, but if staff find it confusing, slow or unreliable, they won’t use it consistently. That leads to gaps in records, missed deadlines, and inaccurate reporting—each of which carries risk.
Propsys360 has been built with user experience at its core. It is designed to be intuitive, mobile-friendly, and accessible to all users, from technical staff to customer service teams and contractors. It works on any device and has been tested to ensure that every key task—whether that’s logging a repair, recording a compliance certificate, or viewing a resident complaint—is simple to complete.
A great user interface doesn’t just improve morale or make training easier. It ensures that the right people use the system in the right way, consistently. And that consistency is what turns a digital system into a reliable compliance tool.
- User-first design for every role
- Mobile-ready and intuitive interface
- Reduces training time and error risk
- Ensures consistent system use across teams
- Transforms digital tools into dependable compliance systems
Building a Culture of Compliance, Not Just a Checklist
Propsys360 is not just a piece of software. It’s a framework for building a culture where compliance is embedded into everyday working practices. By making information accessible, responsibilities clear, and deadlines visible, it enables housing providers to move from reactive responses to proactive assurance.
Instead of scrambling to gather evidence before a regulatory inspection, staff can focus on delivering services, knowing the system is capturing the evidence as they work. Instead of worrying about whether policies are being followed, leaders can review live dashboards and act on early warning signs.
With Propsys360, compliance isn’t an annual event—it’s part of business as usual.
With Propsys360, compliance isn’t an annual event—it’s part of business as usual.
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.
