Home buy escalation rule maintenance overview

All activities resulting from a home buy submission received into the local authority, whether that be under the 'Right to Buy', 'Right to Acquire' or 'Social Home Buy' schemes, can be service level driven and form an integral part of a wider Service Level Agreement (SLA). Within the home buy management process there are three key components of SLA compliance tracking: amber warning period, follow-on escalation and target completion exceeded. In order to monitor compliance, individual SLA targets can be linked to the discrete tasks that are associated with a home buy case. Once an SLA indicator is reached, the system can be configured to dispatch an automatic alert to one or more user accounts, notifying them of the situation; the next stage in proceedings can also be controlled through a follow-on rule i.e. the actions to be undertaken in the instance where an escalated case or task is still outstanding after a defined period. Achieved through the creation of home buy escalation rules, these automatic alerts can be defined for any combination of companies, roles and individual user accounts, at the discretion of the housing organisation. For example, a home buy escalation rule might be linked to a system role entitled 'Home Buy Scheme Advisor' and comprising several users, all of whom need to be alerted when a specific task within a home buy case reaches its amber warning period (the advance warning of an imminent target completion date). Once an alert is routed to that escalation group, all users will receive the same notification by virtue of their membership to the linked role. In general, where a home buy escalation rule links to a role, all members of that role will be alerted; conversely where individual members are associated with a home buy escalation rule, notification will be restricted to those members only.

Separate help articles have been created for each key aspect of home buy escalation rule maintenance, including:

• To create a new home buy escalation rule
• To add a role to a home buy escalation rule
• To add a user to a home buy escalation rule

In addition, separate help articles focus on the creation of users and role memberships, specifically:

• To create a new user account
• To create a new role
• To assign a role to a user account