This worksheet will show you how to:
- Navigate to the TMIs list view and create a new 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 received notification regarding a contract holder changing their name. This is now to be added to YODA as a TMI. You need to create and populate a new record as well as re-assign it to the relevant team.
YODA Steps to Follow |
Procedural Points |
| Populating the core fields | |
| 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
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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 ‘name’ and then press the Enter key. Your TMI type box will update accordingly | Or you can select the TMI type from the drop down list and select ‘Look up more records’. Choose your TMI type, then click on Add |
| In the ‘Initial SLA’ field select the timescale for the initial call-back, in this case its 10 days. | |
| 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 a description about the TMI in the description box. You can also refer to the application form. Add the old/new name and date from which it applies etc.
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As you can add details about the situation behind the TMI in the description box you will not have to create a separate activity. |
| Click to create the record, it will now be labelled with a unique TMI number and the TMI type.
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How to record receipt of application |
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| If you have received the application add the date of receipt. | |
| You can also add an EDM link to the form for reference | |
Recording the start of the investigation |
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| Once you have started the investigation update the investigation start date field | |
| The stage of the TMI will automatically update to Investigation Commenced. | |
| Once the investigation form is completed you can add the link to the investigation form in EDM in this field | |
| Adding Contacts | |
| Go to the TMI Contacts Section and select This will open up a new TMI contact form. If the person isn’t already on YODA you may have to add a new contact to YODA first. | 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 depending on the type of TMI you have created.
Select the correct option i.e. Applicant or Notifier. |
These are the choices for the name change TMI |
| Type in the applicant/contact’s name or address in the ‘Contact’ field and then press Enter. Select the relevant contact from the drop down list. | |
| Applying a Contract to a Contact | |
| In general contracting will be done further on in the investigation by the person who is working on the TMI. Contracts are by default set to YES. If you are going to apply the contract then follow the steps below.
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 as to why you are not applying a contract. e.g. Notifying only. |
In general we will not be setting up contracts for agencies, users, or contacts who are notifying only. |
| The contract 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 method.
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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 applicant – go the desired outcome section of their contact form, add the updated name.
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| Later on in the investigation note whether the original outcome is satisfied and accepted. | |
| Save and close the contact form. | |
| Apply the above process for all of the relevant contacts | |
Adding the outcome of the of the TMI |
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| Add the desired outcome of the TMI. Click on the spyglass next to the outcome field to choose from the main list. | |
| If the name change is rejected choose from the following sub outcomes
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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. | |
| Assigning to another staff member/team | |
| To assign the TMI to another team/staff member select the magnifying glass by the owner’s name. The field should go blue. Over-type the name of the team/user and then press the Enter key. Select the correct owner from the drop down list. | In general you should assign a TMI to a team rather than an individual. |
| Don’t forget to Save the TMI regularly as you work through the investigation | |
| Informing Rent Accounts | |
| Put details of exactly what you want Rent Accounts to do in the description box. Populate outcome – DO NOT CREATE A TASK AND DO NOT ASSIGN THE TMI TO RENT ACCOUNTS. Keep your TMI open for about 2 days and check that Rent Accounts task has been completed then send your letter if applicable, then complete the resolution date to close the TMI. | |
| Resolving a TMI | |
| 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 | |
PROCESS FLOW DEPENDING UPON OUTCOME OF TMI
| IF GRANTED: | IF REJECTED: |
| · An automatic task will trigger to rent accounts to complete the change. DO NOT SEND A TASK OR ASSIGN THE TMI TO RENT ACCOUNTS
· Wait 2 days check the task has been completed. · Send letter · An automated task will trigger to CHA Voids to update Documotive · Update contacts & close contracts · Enter investigation resolution date
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· Update contacts & close contracts
· Enter investigation resolution date |