Cyclical and Major Works Case Management
To Learn More About Cyclical and Major Works Case Management
What is Cyclical and Major Works Case Management?
A Cyclical and Major Works case covers a resident-facing programme of planned works — external paint cycles, re-roofing, window replacement, kitchen and bathroom programmes, balcony works, communal heating upgrades. Unlike reactive repairs, these programmes run over months, touch many homes at once, trigger Section 20 consultation duties under the Landlord and Tenant Act 1985 for leaseholders, and require careful resident liaison, access management and contractor oversight to keep satisfaction high and disruption low.
Cyclical and Major Works — End-to-End Workflow
- Logged — works programme linked to one Cyclical and Major Works case per property, per scheme, in Propsys360.
- Acknowledged — resident informed of the programme, access dates, contractor and liaison officer; Section 20 notice of intent issued where applicable.
- Investigated — property-specific considerations captured (vulnerability, decant need, access challenges); snagging and pre-works survey logged against the case.
- Actioned — works delivered by the contractor with daily progress recorded; defects and resident concerns handled in-flight through the same case; Section 20 notice of proposal and estimates issued where applicable.
- Resolved — works signed off, defects liability period started, resident satisfaction survey captured, leaseholder service-charge apportionment finalised.
- Closed and learned — case closed with spend, defects, satisfaction and lessons captured; asset record updated; inputs fed into the next cycle plan.
Cyclical and Major Works Case Management in Propsys360
- One record, one version of the truth — every Cyclical and major works 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 for the stock record, Finance for the programme budget and leaseholder recharge, Complaints where escalated, and Section 20 consultation where leasehold — so the cyclical and major works context is visible without hunting across systems
- Stage-driven workflow — programme planned, residents consulted, works delivered and signed off — 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 cyclical and major works 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 Cyclical and Major Works Case Management
Contact Centre / Customer Service Advisor — sees which works programme affects the resident calling in, the access dates, the contractor and the resident-liaison officer — no more misrouted calls.
Housing Officer / Tenancy Management — has resident vulnerability, access issues and decant needs visible on every affected home, so liaison is tailored rather than generic.
Resident Liaison Officer (RLO) — runs the programme from the same case, with every communication, photo, complaint and compliment stored together for contractor review and regulator evidence.
Team Leader / Service Manager — dashboards show open cyclical and major works 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 cyclical and major works 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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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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