Q&A with Aico’s Associate Product Manager

Aico’s Case Management platform helps landlords and housing teams efficiently manage Damp & Mould cases within their housing stock, ensuring regulatory compliance and safer, healthier homes for residents. Aico’s team are on hand to help guide landlords and housing teams to make the most out of Aico’s HomeLINK technology.

“We’ve introduced a series of enhancements to Aico’s Case Management platform to improve how Damp & Mould cases are recorded, managed and reported on. These updates also strengthen compliance with evolving regulatory requirements and lay the foundations for more powerful reporting in the future.”

Natalie Sidwick, Associate Product Manager at Aico

There have been many updates to Aico’s Case Management platform since its launch. Which recent change has had the biggest impact?

One of the most significant improvements is the introduction of four clear case statuses for Damp & Mould cases: Open, Closed, Reopened and Monitoring. These additional statuses give landlords and housing teams much greater control and visibility, particularly when managing larger housing stocks. Teams can now filter and track cases more effectively, ensuring ongoing issues are monitored appropriately and follow-up actions are clearly recorded. Ultimately, this brings more structure to case progression and helps demonstrate how cases are actively managed and resolved over time.

Once a Damp & Mould case has been opened, how can landlords and housing teams gain better insight into individual cases?

We’ve introduced a new Root Cause feature within the Case Management timeline, which allows teams to record the underlying cause of Damp & Mould as investigations progress. Root causes can be categorised as penetrating damp, rising damp, condensation or other. Capturing this information helps landlords and housing teams more clearly evidence their investigations, supports consistent decision-making, and significantly improves the overall quality of Damp & Mould case data.

You mentioned the Case Management timeline, which plays a key role in tracking actions. Have there been any improvements made to it?

Landlords and housing teams can now edit or delete actions within the case timeline. This added flexibility makes it easier to correct errors and ensure timelines remain accurate and up to date as cases evolve. These changes help maintain reliable audit trails and increase confidence in the information held within the Case Management platform.

Can you reveal any upcoming enhancements that customers should be aware of?

Yes, the next planned enhancement will introduce the ability to assign a primary root cause to Damp & Mould cases. This completes one of the final data points required to unlock meaningful, actionable Damp & Mould reporting.

Reporting is a major focus for Case Management this year. We’re currently developing a dedicated reporting area that will provide:

• Reporting to support compliance with Awaab’s Law.
• Clear visibility of progress and outcomes across Damp & Mould cases.
• Regulator-ready reports to support external reporting requirements.

Together, these enhancements will move Case Management beyond record-keeping, enabling clearer insight, stronger oversight and more confident compliance reporting.

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