This worksheet will show you how to:
- Open a new mutual exchange TMI
- Populate the core fields and create the record
- Record receipt of application/start of investigation
- Add TMI contacts and apply contracting
- Populate the outcome and TMI specific fields.
- Add activities
- Change the owner
- Resolve the TMI
For information on finding TMIs, how to put a TMI on hold, add a notice, link TMIs, audit a TMI (AHMs only), arrange a lock change as well as managing TMI contacts please see related guides.
Background Scenario
You have been assigned a Mutual Exchange TMI and are going to manage the process until the TMI is resolved. Please note that in general mutual exchange TMIs will form a group, with a new TMI for each property concerned
YODA Steps to Follow |
Procedural Points |
Populating the mandatory fields |
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| Select the HOME menu and then click on the TMI block Remember to search the list by property to ensure that there isn’t already a TMI entered. | You can also find TMIs via the contact, property and tenancy screens as well as using the Global Search. |
| The TMI List View will appear. To create a new TMI select | |
| First select the ‘TMI type’ field. Type in the first few letters of ‘mutual’ and then press the Enter key. Select Mutual Exchange from the drop down list.
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Or you can select the magnifying glass in the field, scroll down to select Look up more records and then select Mutual Exchange from the look up box. |
| In the ‘Initial SLA’ field select the timescale for the initial call-back | In general this will be 5 days for a mutual exchange. |
| The Stage of the TMI is ‘Active Requests’. This is automatically updated when the investigation start date is populated. | |
| Next select the ‘Tenancy’ field, here you can add the first few characters of the address and press the Enter key, then select the address from drop down menu. | |
| Add details about the Mutual Exchange in the description box. Remember to add the who, where, what, when, why and how. | As you can add details about the situation behind the TMI in the description box you will not have to create a separate activity. |
| You are now ready to Save, click to create the record. It will now be labelled with a unique TMI number and the TMI type | |
How to record receipt of application |
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| If you have received the mutual exchange application add the date of receipt. | This will automatically generate a decision deadline date. |
| Also add an EDM link to the form for reference | |
| Add an activity to confirm with the tenant receipt of application. Go to the activities section and click on the +. Then add an activity as usual. SAVE the TMI form. | |
Adding TMI contact/s |
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| To add a contact, go to the TMI Contacts Section and select This will open up a new TMI contact form. You may need to create a new contact if they are not already on YODA. | Note: You will not be able to add a contact until you have saved the record. |
| First select the ‘Contact Type’ field and select the spyglass. There are a varied number of contact types for mutual exchange (see across), select the one that applies. (i.e. Proposed tenant and Current tenant)
For more information on contact types please see ‘Managing TMI Contacts’ guide.
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| Type in the contact’s name or address in the ‘Contact’ field and then press Enter. Select the relevant contact from the drop down list | |
| Contracting with Contacts | |
| Note that the contract is set by default to Yes. However, if you know that the contact will not require a contract click on the ‘Contract’ field to change from Yes to No. You will need to give a reason for not contracting – i.e. notifying only.
Note: For proposed contract holder and current contract holders involved with a mutual exchange a contract is automatically applied, with a desired outcome of ‘exchange properties’. |
In general we will not be setting up contracts for agencies, users, or contacts who are notifying only. |
| To apply a contract follow the process below: | |
| The start date will auto-populate with today’s date, so first choose the contact frequency from the drop down list. This will then populate the next contact due field. | |
| Also select the preferred contact record.
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| Here select Yes or No for whether support is required. If ‘yes’ you will need to enter if a referral has been agreed.
If a support referral has not been agreed you will need to choose a reason why from the list that appears. |
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| For the current and proposed contract holder contact types the desired outcome box – exchange properties – is automatically checked. At the end of the investigation, note if this original outcome was satisfied and accepted by the contact. | |
| When adding the detail for the proposed contract holder, ensure you populate the following section of the new TMI contact form, by selecting Yes here the Mutual Exchange section of the TMI form will update with the relevant names and addresses. This is very useful when looking at linked TMIs. | |
| Save and close the contact form. | |
| Apply the above process for all individuals involved in the TMI | |
| If you now Save the TMI as a whole, and then press F5 to refresh the screen the contact details of both the applicant and current tenant will be shown in the Mutual Exchange section as shown below.
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Remember to add details of both addresses and tenants in the description box.
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Creating/linking the other Mutual Exchange TMI/s |
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| You must now replicate the above process for the other properties involved in the exchange. Therefore each property will have its own TMI. To automatically link them Save the current record and then click on the + in the umbrella investigation drop down list. This will launch a new TMI and link it to the previous.
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| Note: If you have already created the mutual exchange TMI for the other property you can link them by typing in the TMI number into the Umbrella TMI field. Simply type the number in preceeded by an asterix. (ie *205). If you don’t know the number click on the spyglass, scroll to the end of the list and choose ‘look up more records’. Use the lookup to search by address to find the relevant TMI. | |
| Linked TMIs will show on the TMI List View (see below).
You can view the connections in by clicking on the symbol. Any connections will be visible along with the names and addresses of contacts concerned.
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Recording the start of the investigation |
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| Update the investigation start date field | This will automatically change the stage of the TMI to Investigation Commenced. |
| Once the investigation form is completed you can add the link to the investigation form in EDM in this field | |
| Adding an applicant record for the proposed contract holder | |
| DO NOT USE ANY EXISTING HOMESEEKER APPLICATIONS
First click on the Applicants submenu In the ‘Create applicant from’ field type the name of the proposed tenant. Save the TMI. The proposed tenant will then be shown as a new record in the applicants table.
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For a mutual exchange you will need to add the proposed tenant as an applicant (for the pre-tenancy process). You can now quickly and easily do this using the Applicant section of the Mutual Exchange record. |
| Once the applicant record is created, you can then update the applicant record with any relevant information required for the pre-tenancy process.
For single applicants you will need to enter the Applicant Name and Address & Mailing Address, and the Application type. Complete any other info ie. Bronafon Contact, PIN, NI & DOB where possible.
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| Click on the + next to Household members | ||||||||
| Add details of the other household members. Put in Primary Applicant Name on every household member except the prime applicant themselves. | ||||||||
Adding the outcome of the of the TMI |
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| If not already entered you can add the desired outcome of the TMI. Click on the spyglass next to the outcome field to choose from the main list. | Outcomes available are:
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| These check boxes will automatically appear if the ‘Mutual Exchange Rejected’ outcome is selected.
Select all that apply. |
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| Populate the outcome date. This is the date that an internal decision is made to accept/reject the outcome. | ||||||||
Conditional Consent |
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| If the agreement is based on conditions, then select Yes in the Conditional Consent field. This will automatically reset the decision deadline to another 42 days. | ||||||||
| This will launch a list of conditional consent reasons. Select all that apply by clicking on the Yes/No fields.
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Adding key dates |
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| You can add key dates relating to the stages of the mutual exchange using this section. E.g. If the proposed contract holder is an external applicant – populate reference requested and received date | ||||||||
| Adding a Gas and Electric Check | ||||||||
| When the proposed assignment date field is populated, you can run a workflow to create a gas and electric check appointment. This will automatically create an activity for the check. | ||||||||
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Click on the three dots workflow tool. |
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| Then select Gas and electrical check from the lookup list. | ||||||||
| Click on Add, then click OK to generate the task. Save the TMI. | ||||||||
| The Task will be shown in the activities section | ||||||||
| You can also add a link to the deed using the Deed of Assignment field | ||||||||
Adding activities to the TMI |
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| You may want to add any conversations, phone calls or other correspondence pertaining to the TMI. To add a new activity go to the activities section and click on the +. Then add your activity as usual. | ||||||||
Viewing links to the other Mutual Exchange TMI/s |
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| Linked TMIs will show on the TMI List View (see right).
You can view the connections in by clicking on thesymbol. Any connections will be visible along with the names and addresses of contacts concerned. (See next) |
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| You can use the flow chart icon as well as the VIEW HIERARCHY tool on each TMI to view connections. | ||||||||
| Don’t forget to Save your TMI regularly as you work through an investigation | ||||||||
Resolving a TMI |
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| To close a TMI you will need to add a resolution date. As soon as you enter the date and Save the TMI will be made inactive. Before you close the TMI it is good practice to finalise the outcome for the TMI contact (see contracting section above) and although the TMI itself will be made inactive the TMI contacts will remain active for reference. | ||||||||
| Completing the Application Process | ||||||||
| Make sure that the names and addresses of all parties are in the description box of the TMI
For internal exchanges, create your applicant/s and complete the Proposed Sign up & Actual Sign up date on sign up record, CLICK SAVE AND CLOSE. DO NOT DEACTIVATE – DO NOT CREATE A TASK AND DO NOT ASSIGN THE TMI TO RENT ACCOUNTS.
For an external exchange create your applicants, but Void your tenancy in Capita, tick APRO box on void tasks and complete the Proposed and Actual sign up section of the applicant. CLICK SAVE AND CLOSE. DO NOT DEACTIVATE, DO NOT CREATE A TASK AND DO NOT ASSIGN THE TMI TO RENT ACCOUNTS.
E mail Voids Team not to stop gas/electricity supply |
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Process flow depending on TMI outcome
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IF GRANTED INVOLVING ONLY INTERNAL: |
IF NOT GRANTED: |
| · Complete Proposed sign up & Actual Sign up date on applicant record and click Save and Close – DO NOT DEACTIVATE. Do not send a task or assign the TMI to Rent Accounts.
· Scan deed of assignment & add link to TMI · Update any active contacts and close contracts · Enter investigation resolution date
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· Update any active contacts and close contracts
· Deactivate any sign up and then go into the applicant and click Disqualify and choose a reason. · Enter investigation resolution date |
| IF GRANTED INVOLVING EXTERNAL:
· Void on Capita. Complete Proposed sign up date & Actual Sign Up Date on applicant record and click Save and Close – DO NOT DEACTIVATE. Do not send a task or assign the TMI to Rent Accounts. · Scan deed of assignment & add link to TMI · Update any active contacts and close contracts · Enter investigation resolution date |
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Additional Information –
- If there is more than one Bron Afon property involved in the exchange, you should link these through the umbrella investigation field.
**See also – ‘How to create and manage a new TMI – Mutual exchange with joint applicants**