Dispute of Service Charges Case Management
To Learn More About Dispute of Service Charges Case Management
What is Dispute of Service Charges Case Management?
A Dispute of Service Charges case is raised when a leaseholder, shared owner or other resident queries or formally disputes the amount, reasonableness or recoverability of a service charge. Under the Landlord and Tenant Act 1985, charges must relate to costs actually and reasonably incurred, and leaseholders have rights to inspect supporting documents (section 22), request a summary of costs (section 21) and apply to the First-tier Tribunal (Property Chamber) for a determination (section 27A). Handling disputes well protects leasehold satisfaction and reduces FTT case volume.
Dispute of Service Charges — End-to-End Workflow
- Logged — dispute raised through letter, email, portal or adviser into one Dispute of Service Charges case on Propsys360.
- Acknowledged — leaseholder acknowledged with expected response time and the named service-charge officer.
- Investigated — the disputed elements identified; cost evidence, Section 20 consultation records, supplier invoices and contract records collated against the case.
- Actioned — substantive response issued with evidence pack; inspection of supporting documents facilitated where requested; corrections or goodwill credits processed where the dispute is upheld.
- Resolved — dispute resolved by agreement, or FTT application prepared where not; service-charge statement reissued where warranted.
- Closed and learned — case closed with outcome captured; recurring themes feed the next year’s service-charge estimate and Section 20 planning.
Dispute of Service Charges Case Management in Propsys360
- One record, one version of the truth — every Dispute of Service Charges case lives in a single record in the Propsys360 Case Management module, built on Microsoft Dynamics 365, replacing parallel spreadsheets, shared inboxes and chased email threads
- Linked to the Case Management ecosystem — Leasehold Management for the lease, Finance for the service-charge statement, Section 20 consultation where linked, Complaints where escalated, and Customer Portal for resident-led requests — so the dispute of service charges context is visible without hunting across systems
- Stage-driven workflow — dispute received, evidence assembled, response issued and resolution reached — with due dates, reminders and automated escalation when timescales slip
- Every interaction on one timeline — calls, emails, SMS, portal messages, site visits, photos and documents attached to the same case record
- Reporting and oversight — live dashboards by team, patch, officer and case age; regulator-ready evidence on demand for the Regulator of Social Housing and Housing Ombudsman
- Resident-facing self-service — residents can raise, update and track their dispute of service charges case through the Customer Portal, cutting inbound calls and speeding resolution
- Microsoft-native and secure — single sign-on, role-based access, UK-hosted data, full audit trail; works where your teams already work, in Outlook, Teams and the Dynamics 365 app
Teams Helped by Dispute of Service Charges Case Management
Contact Centre / Customer Service Advisor — identifies a service-charge dispute from the first call and routes it to the service-charge team with the leaseholder’s account and block records already attached.
Housing Officer / Tenancy Management — sees open disputes on blocks in their patch and factors them into estate walkabouts and resident meetings.
Leasehold / Service Charge Officer — investigates every dispute with the block’s full service-charge history, Section 20 records and contractor invoices on one record — responses are faster, evidenced and consistent.
Team Leader / Service Manager — dashboards show open dispute of service charges cases by age, stage and patch, so escalations are surfaced early and evidence is ready for monthly performance packs and regulator submissions.
Head of Housing / Director — one trusted data source across dispute of service charges and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
Propsys360 Housing Management System
- Integrated
- Seamless
- Modular
- End-to-End
Propsys360 empowers social housing with streamlined property operations, advanced technology, and focused resident support through a comprehensive housing management system, integrating property management software and tenant management solutions for future-proof housing management.
Service Charges
Automate service charges with cutting-edge property management software for rental properties, improving transparency, boosting tenant trust, and enhancing efficiency.
Unified Regulatory Reporting Tool
Streamline reporting, ensure compliance, enhance governance with real-time reporting and document management software, enhancing governance with Propsys360.
Repairs Management Module
Efficiently handle repairs with rental property management software to protect property value and enhance tenant satisfaction.
Asset Management
Leverage asset management software to centralise data, improve regulatory compliance, and enhance operational efficiency seamlessly.
Case Management
Enhance governance with case management system software to streamline operations and boost tenant satisfaction.
Sales, Lettings, Allocations & Voids Management Module
Manage sales, lettings, allocations, and voids with comprehensive tenant management software, reducing vacancies and enhancing tenant communication.
Contractor Portal
Improve collaboration with contractors using contractor management systems, ensuring real-time updates and performance analytics.
Payment & Arrears
Utilise landlord accounting software and AI-driven payment systems for proactive arrears management, empowering tenants with seamless solutions.
Customer Portal
Transform tenant experiences with customer management software, offering a modern, tenant-focused housing service portal.
Damp & Mould
Manage damp and mould issues efficiently with property maintenance management software, integrating IoT for better control.
Stock Condition Survey
Revolutionise property insights with advanced housing management software for property condition surveys and analytics.
Tenancy Management
Streamline operations with property management software for landlords, ensuring regulatory compliance and improving tenant engagement.
Our Clients
What Our Customers Have To Say
The Neo Technology model allows us to scale our development capacity, accelerating our transformation programmes while future-proofing our business while achieving substantial industry cost savings.
Their integrated agile project teams deliver across a range of business requirements in partnership with our Product Owners, such as System Enhancements, Data Integration & Cloud Migration, enabling Notting Hill Genesis to accelerate our digital transformation goals.
In partnership with Neo Technology, we have enhanced this solution by leveraging the capabilities of Azure Integration Services. This integration enables seamless agent engagement and efficient work status sharing between the Omnichannel system and our SaaS-based work allocation platform.
The successful deployment of this solution has significantly increased transparency and improved the operational efficiency of our contact centre, allowing us to deliver greater value to our customers.
This achievement was made possible through the expertise and dedication of Neo Technology. We extend our sincere thanks to Neo Technology for their invaluable support.
