IT Service Desk

Alert Request Process 6

• Cx - Alert Request Case - 1 - Most Colleagues (NOT a VIP Alert)
• Cx - Alert Request Case - 2 - Manager Approval (NOT a VIP Alert)
• Cx - Alert Request Case - 3 - Admin Team (NOT a VIP Alert)
• Cx - VIP Alert Request Case - 1 - Most Colleagues
• Cx - VIP Alert Request Case - 2 - Managers Approval

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Alert Review Process 4

• Cx - Alert Review Case - 1 - Appropriate Officer (NOT a VIP Alert)
• Cx - Alert Review Case - 2 - Admin Team (NOT a VIP Alert)
• Cx - VIP Alert Review Case - 1 - Appropriate Colleague
• Cx - VIP Alert Review Case - 2 - Admin Team

Anti Social Behaviour 10

• Cx - ASB Case, Amber - 1 - Raise a Case, Manage Tasks, Change Priority Levels
• Cx - ASB Case, Amber - 2 - Contacts, Communications, and Incident Catagories
• Cx - ASB Case, Amber - 3 - Letters, Forms, and Evidence
• Cx - ASB Case, Amber - 4 - Case Report, Legal Actions, and Costs
• Cx - ASB Case, Amber - 5 - Lessons Learnt, Closing a Case, and Reporting

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Asset Disposals 1

• Cx - Asset Disposals Case

Building Insurance 1

• Cx - Building Insurance Case

Complaints - Most Colleagues 5

• Cx - Complaints - Action Tasks
• Cx - Close any Feedback Case
• Cx - Complaints - Getting Started
• Cx - Complaints - Case Actions
• Cx - Complaints - Raising a Complaint

Complaints - Service Improvement & Aftercare Team 1

• Cx - Complaints - Service Improvement & Aftercare Team

Complete a Form Offline 1

• Cx - Complete a Form Offline

Compliance: No Access 3

• Cx - Gas : No Access - Action Tasks
• Cx - Gas: No Access - Getting Started
• Cx - Gas: No Access - Raising a Case

Compliments - Most Colleagues 4

• Cx - Close any Feedback Case
• Cx - Compliment - Getting Started
• Cx - Compliment - Case Actions
• Cx - Compliment - Raising a Case

Contact Details 1

• Add & Edit Ethnicity, Support Needs, and Language Needs Data

Contractor Access Portal 1

• Cx - Contractor Access Portal (CAP)

Decants - Create & End Agreements 1

• Cx - Decants: Create & End an Agreement

Edit, Print & Send Letters 0

Estate Management 2

• Cx - Estate Management Enquiry
• Cx - Tree Enquiry

Exceptional Transfer (Gen Needs & Sheltered) 1

• Cx - Exceptional Transfer Process

Extra Care & LD - Start & End Tenancy 1

• Cx - Extra Care & LD: Start & End Tenancy

Feedback 4

• Cx - Close any Feedback Case
• Cx - Feedback - Case Actions
• Cx - Feedback - Getting Started
• Cx - Feedback - Raising a Case

Garage & Parking Spaces Process 1

• Cx - Garage & Parking Spaces Process

General Needs & Sheltered Start/End Tenancy 1

• Cx - General Needs & Sheltered Start/End Tenancy

Homebuy: Right to Buy/Right to Aquire 1

• Cx - Homebuy: Right to Buy/Right to Aquire

Homeownership: Start & End Tenancy Agreement 2

• Cx - Homeownership: Create Agreement
• Cx - Homeownership: End a Tenancy

Income Recovery (Arrears) 1

• Cx - Income Recovery (Arrears)

Lettings - Death of Customer Actions 3

• Cx - Death of Customer - Lettings Actions
• Cx - Use & Occupation: Create Agreement
• Cx - Use & Occupation: End Agreement

Liabilities Insurance 1

• Cx - Liabilities Insurance

License & ASTs - Start & End Tenancy 1

• Cx - License & AST Start & End Tenancy

Market Rent: Start & End Tenancy 1

• Cx - Market Rent: Start & End Tenancy

Missing Child Case 6

• 1 - Missing Child - Raising the Case
• 2 - Missing Child Case Tasks - First Contact Successful
• 3 - Missing Child Case Tasks - Child Contacted but does not Return
• 4 - Missing Child Case Tasks - Child Missing
• 5 - Missing Child Case Tasks - Child has Returned

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Mutual Exchange 1

• Cx - Mutual Exchange

No Access 1

• No Access: Health & Safety

Non ASB Tenancy Breach 4

• Cx - NATB - 1 - Raise a Case & Change Priority Level (Green)
• Cx - NATB - 3 - Letters, Forms and Evidence (Green)
• Cx - NATB - 4 - Case Reports, Legal Actions & Costs (Green)
• Cx - NATB - 5 - Lessons Learnt, Closing a Case, and Reporting (Green)

Qualifying Repairs - Shared Ownership 1

• Cx - Qualifying Repairs - Shared Ownership

Raise & Process Repairs 5

• Cx - Raise and Process Repairs
• Cx - Raise IMS Repairs - Block
• Cx - Raise IMS Repairs - Individual Unit
• Cx - Raise IMS Repairs - Scheme
• Cx - SoRs & repairs Wizard

Rent Service Charge 2

• Cx - Service Charge Calculations
• Cx - Service Charges Configuration

Safeguarding - Most Colleagues 5

• Cx - Creating a Safeguarding Case
• Cx - Link to Other Cases
• Cx - Manage Tasks (Where Incidents Involve Colleagues)
• Cx - Manage Tasks
• Cx - Raising a Safeguarding Concern

Safeguarding - Safeguarding Leads 1

• Cx - Reviews - Serious and Domestic Homicide

Scaffolding 1

• Cx - Scaffolding - Create, Action & Complete a Case

Section 20 Consultation 3

• Cx - Section 20 Consultation - Long Term Agreement
• Cx - Section 20 Consultation - Qualifying Works Under Long Term Agreement
• Cx - Section 20 Consultation - Qualifying Works

Shared Ownership - Sub Letting 1

• Cx - Shared Ownership: Sub Letting

Supported Housing - Long Term Service 9

• Cx - Long Term Service - 1 - Updating Customer Contact Details
• Cx - Long Term Service - 2 - Creating & Managing an Assessment Case
• Cx - Long Term Service - 3 - Create & Manage a Support Plan Case
• Cx - Long Term Service - 4 - Accessing Cases
• Cx - Long Term Service - 5 - Reassigning Cases

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Supported Housing - Short Term Service 10

• Cx - Short Term Service - 1 - Putting a Support Applicant onto Cx
• Cx - Short Term Service - 2 - Creating an Assessment Case
• Cx - Short Term Service - 3 - Viewing & Customising the Task Grid
• Cx - Short Term Service - 4 - Completing Assessment Case Tasks
• Cx - Short Term Service - 4.1 - Applicant Not Eligible for Service

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Tenancy Management - Admin Tasks 6

• Cx - Death of Customer: Succession
• Cx - Fixed Term Tenancy Review - Admin Tasks
• Cx - Joint to Sole - Admin Tasks
• Cx - New Tenancy Review - Admin Tasks
• Cx - Pet Registration

See all 6 articles

Tenancy Management - Homeownership 1

• Cx - Death of Customer: Homeownership

Tenancy Management Part 1 4

• Cx - Boundary Enquiry Case
• Cx - Hoarding Case
• Cx - Pet Registration Case
• Cx - You & Your Home Visit Case

Tenancy Management Part 2 5

• Cx - Death of Customer Case
• Cx - Joint to Sole Case
• Cx- Non-Occupation/Fraud Case
• Cx - Sole to Joint Case
• Cx - Use & Occupation Assessment Case

Tenancy Management Part 3 4

• Cx - Decant Case
• Cx - Exceptional Transfer
• Cx - Fixed Term Tenancy Review Case
• Cx - New Tenancy Review Case (Gen Needs & Sheltered)

Tenancy Sustainment Process 1

• Cx - Tenancy Sustainment Process

Tenancy Sustainment Referrals - Most Colleagues 2

• Cx - Raise Assessment Referral
• Cx - Tenancy Sustainment - Getting Started

Use & Storage - Create & End Agreement 2

• Cx - Use & Storage: Create Agreement
• Cx - Use & Storage: End Agreement