Access to Property Case Management
To Learn More About Access to Property Case Management
What is Access to Property Case Management?
An Access to Property case is the formal management of every situation where a landlord needs to enter a resident’s home — for routine inspection, statutory compliance check (gas, electrical, water hygiene, smoke alarm), responsive repair, planned-works component renewal, or an emergency — and access is delayed or refused. Section 11 of the Landlord and Tenant Act 1985 (LTA 1985) gives the landlord a right of entry on 24 hours’ written notice for inspection and repair; the Gas Safety (Installation and Use) Regulations 1998 require a Gas Safety Record (CP12) every 12 months and place a duty on the landlord to take reasonable steps to gain access; the Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020 (and the equivalent expectation in social housing) require a periodic Electrical Installation Condition Report (EICR). Failing to gain access is not a defence — it must be evidenced.
The operational challenge: a no-access event sits between Tenancy, Repairs, Compliance, Legal Services and the contact centre. Without one shared record, three letters get sent in one week from three different teams, the resident is mis-served the wrong notice, and the landlord cannot prove to a court — or to the regulator — that reasonable steps were taken. A single Access to Property case captures every appointment, every notice, every visit and every refusal so the audit trail is unbroken end to end.
Access to Property — End-to-End Workflow
- Logged — no-access event captured (missed gas appointment, refused EICR, repairs operative turned away, planned-works no-show) into one Access to Property case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — categorised against urgency (gas / electrical compliance, urgent repair, routine inspection); statutory clock attached.
- Linked — joined automatically to the Tenancy, Repairs, Compliance, ASB and Tenancy Fraud records; underlying reason for no-access investigated.
- Soft engagement — phone call, text, doorstep visit, language-line conversation and welfare check carried out and logged; reasonable steps evidence builds on the case.
- Statutory notice — Section 11 LTA 1985 notice or compliance-specific letter served; copy held against the case with proof of service.
- Forced entry / injunction — for gas / electrical / urgent safety access where every reasonable step has been taken, forced-entry warrant or court injunction pursued; full audit trail exports in one click.
- Access achieved — appointment completed, certificate issued, repair done; case closed against an outcome category.
- Closed — root cause recorded; if vulnerability or fear was the underlying reason, linked Tenancy Sustainment or Safeguarding case opened.
Access to Property Case Management in Propsys360
- One record, one version of the truth — every Access to Property case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing compliance-team chase letters, repairs no-access notes and tenancy-officer email folders.
- Linked across Propsys360 — joined automatically to the Tenancy, Repairs, Compliance, ASB, Tenancy Fraud, Safeguarding and Tenancy Sustainment records; underlying reason for no-access is investigated, not assumed.
- Reasonable-steps evidencing — every call, text, letter, doorstep visit, language-line conversation and welfare check captured against the case with timestamp and author; ready for any court hearing or regulator review.
- Statutory clock built in — Section 11 LTA 1985 24-hour notice, Gas Safety (Installation and Use) Regulations 1998 access duty and Electrical Installation Condition Report (EICR) periodic inspection all tracked.
- Vulnerability check first — every no-access case opens with a check against vulnerability flags so a forced-entry route is never taken before tenancy sustainment and safeguarding are exhausted.
- Legal pack export — full bundle for forced-entry warrant or injunction in one click, in the format Legal Services and the court expect.
- Complaint-prevention — recurring no-access patterns surface in real time so service redesign happens before residents complain.
- Reporting — no-access volume by reason, gas / electrical compliance access rate, average steps to access and Tenant Satisfaction Measures (TSM) for compliance; board and Regulator of Social Housing returns ready.
Teams Helped by Access to Property Case Management
Compliance Officer — sees gas, electrical and water-hygiene access status across the patch in real time; statutory deadlines never slip without an evidenced reasonable-steps trail.
Repairs Operative / Surveyor — logs the no-access event from the doorstep on a tablet; reasonable steps captured at the moment, not reconstructed at the end of the day.
Housing Officer / Tenancy Officer — picks up a no-access case with the underlying reason already investigated — vulnerability, fear, dispute — and the right tenancy step is taken.
Legal Services / Litigation Lawyer — exports the forced-entry warrant or injunction bundle in one click; nothing reassembled, nothing missing.
Tenancy Sustainment Officer — picks up cases where vulnerability was the reason for no-access; the resident is supported, not enforced against.
Director of Compliance / Head of Property Services — sees compliance-access rates, no-access patterns and forced-entry outcomes on one dashboard, ready for the Regulator of Social Housing’s Safety and Quality Standard.
Propsys360 Housing Management System
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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.
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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.
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