Advanced 365

Microsoft Dynamics 365 for Social Housing

Microsoft Dynamics 365 for Social Housing provides sales and lettings management, a single view of the customer, digital services and customer engagement platform based on Microsoft Dynamics 365 and the Microsoft Cloud. A powerful platform for Social Housing transformation programmes successfully deployed to significant numbers of UK-based Housing Associations.


  • Out of the box integration with other Microsoft technologies
  • Full Application Maintenance Support
  • Built on Microsoft Dynamics 365 using the Microsoft Cloud
  • Core Housing Module including Tenants, Properties and Tenancies
  • Marketing, Sales and Lettings Modules
  • Housing Management including ASB, Repairs, Voids and Complaints
  • Predictive Analytics for Arrears and UC management
  • Integration with Social Media, including raising cases by Twitter
  • End to end business process and workflow automation
  • Integrated customer self-service and Omni-channel support


  • Extensible and configurable platform, exploiting the full Microsoft Cloud
  • Single view of the customer
  • 'Digital by Default' solution
  • Enabler for digital transformation
  • Mobile Working
  • Professional marketing, sales and lettings process
  • Powerful real-time analytics
  • Fully maintained to latest Microsoft releases


£12000 per instance per year

Service documents


G-Cloud 11

Service ID

8 2 1 3 4 3 8 1 8 8 1 6 3 3 5


Advanced 365

Bid Management

0845 160 6162

Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Minimum Microsoft specified network and infrastructure requirements to consume Microsoft Cloud Services. Service is limited to Microsoft Dynamics 365. Service uses software developed by Advanced. Web browser required. Internet connection required. Separate Application Maintenance & Support available. Advanced professional services may be required for deployment.
System requirements
  • Ability to download mobile application from app stores (optional)
  • Modern up-to-date web browser
  • Up-to-date iOS, Android or Windows device for mobile access (optional)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support service levels are defined within the service definition. Response time are defined based on severity levels as follows:
Severity 1: - 30 minutes
Severity 2: - 1 hour
Severity 3: - 4 hours
Severity 4: - 8 hours.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Support service levels are defined within the service definition. Response time are defined based on severity levels as follows:
Severity 1: - 30 minutes
Severity 2: - 1 hour
Severity 3: - 4 hours
Severity 4: - 8 hours.
Support available to third parties

Onboarding and offboarding

Getting started
Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including:
Help articles for users and administrators who need to manage Microsoft Dynamics 365.
Community forums/wikis where help articles and white papers are published
Service Health dashboard for information regarding outages/issues.

To help organisations to start using the service, Advanced will provide the Solution consisting of a set of pre-built configuration and customizations built on Microsoft Dynamics.
Service documentation
Documentation formats
End-of-contract data extraction
Several data extract options are offered to support offboarding. An Advanced Find query can be configured with all data required for export and then exported to Excel / CSV etc. The Data Export service adds the ability to replicate Dynamics 365 data to a Microsoft Azure SQL Database store. The Software Development Kit (SDK) can also be used.
End-of-contract process
No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account.

A termination will be effective at the end of the monthly Subscription cycle during which the buyer terminates the Subscription or reduces the number of User Licenses. The buyer must pay for the period prior to the termination effective date.

If the buyer terminates a one year Subscription within 30 days of the date on which the Subscription became effective or was renewed, the buyer must pay for the initial 30 days of the Subscription. No
payments will be due for the remainder of the Subscription.

Buyers wishing to offboard from the service should refer to the subscription cancellation section within the Microsoft Dynamics Customer Centre. Buyers offboarding from the service are able to extract their information beforehand; online guidance details how to export information into Excel format, and customers can also request a copy of the Microsoft Dynamics 365 Online SQL Database by referring to

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
You can access Microsoft Dynamics 365 data from mobile devices by installing and using the apps for Windows, iOS, and Android mobile devices, or you can run the Dynamics 365 web app on the device’s preferred browser. The Dynamics 365 mobile apps can be downloaded from the appropriate app store at no charge and they support Windows / iOS & Android devices. The mobile app gives a rich user experience that allows users to access many of the same features they would use via the desktop browser, while also leveraging capabilities of the mobile device such as GPS & camera.
Service interface
Description of service interface
Microsoft Dynamics 365 for Social Housing from Advanced uses all standard APIs available with Dynamics 365. In addition, Advanced can create custom interfaces to meet customer requirements.
Accessibility standards
None or don’t know
Description of accessibility
Microsoft Dynamics 365 for Social Housing from Advanced uses all standard APIs available with Dynamics 365. In addition, Advanced can create custom interfaces to meet customer requirements.
Accessibility testing
Microsoft Dynamics 365 for Social Housing meets EN 301 549, Section 508, and WCAG as defined by Microsoft for Dynamics 365 Customer Engagement.
What users can and can't do using the API
The web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. (Further details can be found here -

The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.
API documentation
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This includes amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

The Advanced Social Housing solution is highly customisable via powerful and intuitive point and click interfaces. These include configurable workflow, business logic and customer service processes.

Business process can be quickly configured, mapped and managed via the solution. These business processes can be routed to the appropriate individual or team with associated service levels to ensure they can be managed in a controlled and consistent manner.

Forms & fields can also be added and amended to mirror the users organisation and ensure customer interaction can be dealt with as efficiently and effectively as possible.

Any documents or communication can also be customised to be generated (this can be done automatically) as part of a business process to ensure customers receive timely and effective communication.


Independence of resources
Microsoft have invested heavily in cloud based data centres and therefore are able to provide a comprehensive service level agreement for your organisation. Microsoft provides a financially backed service level of 99.9% uptime for the solution. If this level drops then service credits will be issued by Microsoft. There is a built in elasticity within the data centre to ensure that customers will not be impacted based on others usage.


Service usage metrics
Metrics types
Dashboards & reports are a powerful feature in Microsoft Dynamics 365. Information can be assembled and presented from several places in Microsoft Dynamics 365 in a quickly-read format. Dashboards & reports are easy to create, and are easy to revise as your changing business needs require.
Reporting types
Real-time dashboards


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
AES 256bit Symmetric SQL Transparent Data Encryption (TDE).
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Several data extract options are offered, one is to select any system data (such as a set of contacts) and export to Excel as either a static or dynamic worksheet. The Data Export service adds the ability to replicate Dynamics 365 data to a Microsoft Azure SQL Database store. Another option is to use web service APIs documented in the Dynamics 365 SDK
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XLSX
  • XLS
  • XML
  • HTML
  • TXT
  • ODS
  • PDF
  • DIF
  • XPS
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • TXT
  • XLSX
  • ZIP

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Safeguards are applied on multiple fronts, including: securing the web application with SSL; custom-defined security roles which govern what users can access and the actions they can perform; field-level security; full business data auditing; and stringent physical security of Microsoft data centers, including building and system/database access. Additionally, the application itself uses standard security features of the Microsoft software infrastructure.
Dynamics 365 is deployed in Microsoft data centers, protected by defense-in-depth security that includes perimeter-fencing, video cameras, security personnel, secure entrances, and real-time communications networks. The defence-in-depth security continues through every area of the facility and to each server unit.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
The networks within the Microsoft Dynamics 365 data centres are designed to create multiple separate network segments within each data centre. This segmentation helps to provide physical separation of critical, back-end servers and storage devices from the public-facing interfaces.

Availability and resilience

Guaranteed availability
Microsoft Dynamics 365 is covered by a financially backed guarantee 99.9% monthly availability
Approach to resilience
The service has multiple layers of monitoring in place. The infrastructure/platform layer is monitored for events related to provisioning, service failures, and threshold attainment (such as memory consumption). Each instance of a customer’s Microsoft Dynamics 365 data is written locally twice within the same primary datacenter as well an asynchronous sync to a secondary datacenter on the same continent for a total of four copies, in the event a failover is required. Microsoft Dynamics 365 operates in geographically distributed Microsoft facilities. Each facility is designed to run 24x7x365 and employs various measures to help protect operations from power failure, physical intrusion, and network outages. These datacenters comply with industry standards (such as ISO 27001) for physical security and availability.
Outage reporting
Service disruption notification emails go out to all Dynamics 365 Online System Administrators when there is downtime involved.

Identity and authentication

User authentication needed
User authentication
Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels
Access to management interfaces and support channel is limited to Office 365 Global or Dynamics Administrators.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Nothing, Advanced ISO 27001:2013 certification addresses all Annex A controls.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Advanced is certified to ISO 27001:2013 and our Information Security Management System implements all mandatory controls and address all 114 Annex A controls of this international standard for information security.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Microsoft Dynamics 365 has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Microsoft Dynamics 365 Online implements technologies to scan the environment for vulnerabilities. Identified vulnerabilities are tracked and verified for remediation. In addition, regular vulnerability/penetration assessments to identify vulnerabilities and determine whether key logical controls are operating effectively are performed.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Proactive monitoring continuously measures the performance of key subsystems of the Microsoft Dynamics 365 platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event. System performance and capacity utilization is proactively planned to optimize the environment.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
An incident management framework has been established and communicated with defined processes, roles and responsibilities for the detection, escalation and response of incidents. Incident management teams perform 24x7 monitoring, including documentation, classification, escalation and coordination of incidents per documented procedures. Events, thresholds and metrics have been defined and configured to detect incidents and alert the appropriate Microsoft Dynamics 365 teams.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks


£12000 per instance per year
Discount for educational organisations
Free trial available
Description of free trial
Microsoft provide a free 30 day trial of the Dynamics 365 solution. Users are able to assess the functionality available within the solution including Customer Service, Field Service, Marketing and Analytics. The trial version is for the base Dynamics 365 application and does not include the additional Advanced product.
Link to free trial

Service documents

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