Section 20 Consultation Case Management
To Learn More About Section 20 Consultation Case Management
What is Section 20 Consultation Case Management?
A Section 20 Consultation case covers the statutory leaseholder consultation process under section 20 of the Landlord and Tenant Act 1985 (as amended by the Commonhold and Leasehold Reform Act 2002) for qualifying works over £250 per leaseholder, or long-term agreements over £100 per leaseholder per year. Landlords must issue the Notice of Intention, consider observations, obtain estimates, issue the Notice of Proposal and give statutory response periods. Failure caps recoverable cost at the relevant threshold.
Section 20 Consultation — End-to-End Workflow
- Logged — consultation requirement identified and captured into one Section 20 case on Propsys360.
- Acknowledged — leaseholders acknowledged with programme and their statutory response rights.
- Investigated — scope, costs and alternatives assessed, Notice of Intention prepared, observations captured.
- Actioned — estimates obtained, Notice of Proposal issued, 30-day response period observed, dispensation sought only if genuinely urgent.
- Resolved — contractor awarded, works delivered, service-charge demand issued with full consultation trail.
- Closed and learned — case closed with statutory evidence; any tribunal challenge is answerable from one record.
Section 20 Consultation Case Management in Propsys360
- One record, one version of the truth — every Section 20 Consultation 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 — Asset Management / Major Works for the programme, Finance / Service Charge for recovery, Legal for dispensation applications, and Customer Portal for leaseholder evidence — so the section 20 consultation context is visible without hunting across systems
- Stage-driven workflow — statutory consultation run on time, evidenced and defensible at the First-tier Tribunal — 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 section 20 consultation 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 Section 20 Consultation Case Management
Contact Centre / Customer Service Advisor — answers leaseholder calls during consultation from the single case, with the right notice in front of them.
Housing Officer / Tenancy Management — sees consultation milestones on block and can plan parallel tenant communication without duplication.
Leasehold / Service Charge Specialist — runs every notice, observation and estimate on one record — full s.20 compliance, no costs capped at £250 or £100.
Team Leader / Service Manager — dashboards show open section 20 consultation 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 section 20 consultation 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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