Lease Expiry Case Management
To Learn More About Lease Expiry Case Management
What is Lease Expiry Case Management?
A Lease Expiry case tracks a leasehold interest as its residual term falls to a point where mortgage marketability, statutory extension rights or lease renegotiation become material. With residential long leases, values start to drop noticeably below 80 years and drop sharply below 60 years; leaseholders have statutory extension rights under the Leasehold Reform Housing and Urban Development Act 1993 (and extended by the Leasehold and Freehold Reform Act 2024). Social landlords proactively manage the approaching expiry to help residents, protect portfolio value and avoid disputes.
Lease Expiry — End-to-End Workflow
- Logged — lease expiry case raised automatically when residual term passes a configurable threshold in Propsys360.
- Acknowledged — leaseholder notified of approaching expiry and of their statutory and informal extension options.
- Investigated — lease terms, ownership, mortgagee details and prior dealings reviewed against the case.
- Actioned — statutory Section 42 notice received or informal negotiation opened; valuation obtained; leasehold legal team instructed.
- Resolved — new lease granted, premium agreed and registered at HM Land Registry.
- Closed and learned — case closed; portfolio-level residual term reporting feeds asset strategy.
Lease Expiry Case Management in Propsys360
- One record, one version of the truth — every Lease Expiry 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 premium and ground rent, Legal Referral for the deed, and Customer Portal for leaseholder visibility — so the lease expiry context is visible without hunting across systems
- Stage-driven workflow — residual term flagged, options explained, extension agreed and registered — 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 lease expiry 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 Lease Expiry Case Management
Contact Centre / Customer Service Advisor — explains lease expiry and extension options accurately to leaseholders, armed with the residual term, valuation history and next steps on the screen.
Housing Officer / Tenancy Management — sees at-risk leaseholders on patch and can pick up tenancy-sustainment issues arising from saleability concerns.
Leasehold / Asset Manager — runs the extension process with valuations, notices and Land Registry filings all attached to the same case; portfolio residual-term dashboards drive proactive engagement.
Team Leader / Service Manager — dashboards show open lease expiry 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 lease expiry and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
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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.
