Applications management overview
Applications management focuses on the process by which requests from existing or prospective tenants are received and handled by the housing organisation. The process commences with the selection of the correct form, whether that be a self-contained application form or one supported by an initial enquiry form; these being used to establish an applicant's eligibility and then ultimately to assess their needs. Completion of the relevant forms for all included applicants is a key element of the management process and the foundation of subsequent decision-making activities. Once a form is submitted, there will likely be a number of responses that cannot be taken at face value but rather require an element of formal verification. Proof of eligibility, identity, pregnancy, or the ongoing provision of specialist medical treatment are all examples where verification might be sought, through the submission of official documents such as a driving licence, passport, birth certificate, midwife's MATBI book, etc. As the number of applications will be significant, all completed forms are grouped into logical lists, according to the type of property or service being requested. Each list will have specific joining rules in place to ensure that applicants are channelled appropriately. For example, a sheltered housing list may be defined with an entry requirement for applicants to be over a certain age. Similarly, a separate list may focus on adapted properties aimed specifically at those with medical needs. Once added to a list, each application is then ranked based on a combination of points, awards and bands. It is also important to understand the outcome of applications in relation to the allocated resources, in terms of the offers made, any deferrals and the reasoning behind them, as well as keeping track of the supporting customer engagement notifications that are generated at each stage of the process.
Separate help articles have been combined into logical sections and cover each key aspect of applications management, including: