External Landlord Matter Case Management
To Learn More About External Landlord Matter Case Management
What is External Landlord Matter Case Management?
An External Landlord Matter is any case where a social landlord is dealing with another freeholder, a managing agent, a Right to Manage (RTM) company or a third-party landlord on behalf of its residents — typical in mixed-tenure and tripartite blocks where the social landlord is the head leaseholder, an under-leaseholder or where individual flats are leasehold and others are tenanted. Examples include a Section 20 consultation served by an external freeholder, a major-works charge dispute, a fire-safety remediation programme led by the freeholder, a buildings-insurance query and the everyday management coordination of cleaning, gardening and lift maintenance in mixed blocks. The Building Safety Act 2022, the Landlord and Tenant Act 1985 (LTA 1985) and the Commonhold and Leasehold Reform Act 2002 frame the legal relationships; the Regulator of Social Housing’s Transparency, Influence and Accountability Standard expects landlords to advocate effectively for residents in these arrangements.
The operational challenge: external-landlord matters span Repairs, Building Safety, Leasehold, Income, Legal Services and Director-level partnership management. Without one shared record, a Section 20 served by the freeholder lands in the leasehold inbox, the building safety implication lands in the BSM’s inbox, the cost recharge lands in the income team — and the resident sees a fragmented response. A single case record at the front of every external-landlord matter gives every team the same picture and the resident a coherent landlord.
External Landlord Matter — End-to-End Workflow
- Logged — external-landlord matter captured from any channel (Section 20 notice, freeholder letter, managing-agent invoice, tripartite-block email, resident contact) into one External Landlord Matter case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — categorised: Section 20 consultation, major-works charge, fire-safety remediation, buildings insurance, lift maintenance, cleaning, ground rent, lease-extension cross-reference, or other.
- Linked — joined automatically to the affected leases, tenancies, Building Safety case, Repairs, Service Charge ledger and prior correspondence with the same external party.
- External party engagement — single point of contact identified and recorded; communication consolidated into the case; nothing goes out from the landlord without coming through this case.
- Resident impact assessment — affected residents identified; communication strategy agreed; Transparency, Influence and Accountability Standard commitments mapped.
- Action — formal response to the external party drafted and sent from the case; First-tier Tribunal (Property Chamber) escalation prepared if needed; cost-recovery and recharge handled through the linked Service Charge ledger.
- Resident communication — every affected resident updated through the linked Building Safety, Service Charge, Leasehold or Tenancy case automatically.
- Closed — outcome recorded; learning fed into block-management policy and future external-party negotiations.
External Landlord Matter Case Management in Propsys360
- One record, one version of the truth — every External Landlord Matter lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing leasehold-team email folders, building-safety inboxes and director-level handover notes.
- Linked across Propsys360 — joined automatically to the affected leases, tenancies, Building Safety case, Repairs, Service Charge ledger and prior correspondence with the same external party.
- Section 20 consultation handling — incoming notices logged with statutory clock; consolidated landlord response prepared from the case; cost recovery routed through the Service Charge ledger.
- Mixed-tenure block coordination — cleaning, gardening, lift maintenance and other day-to-day matters tracked on the same case; resident experience is consistent across leasehold and tenanted homes.
- Fire-safety remediation cross-reference — Building Safety Act 2022 obligations of the social landlord and the external freeholder mapped on the case; tripartite responsibility is documented, not assumed.
- First-tier Tribunal (Property Chamber) export — bundle ready in one click in the order the tribunal expects; nothing rebuilt from notes.
- Linked resident communication — every affected resident receives consistent, timely updates through the linked Building Safety, Service Charge or Leasehold case; no fragmented messaging.
- Reporting — open external-landlord matters by block, by external party and by category; cost recovery and tribunal outcomes on one dashboard, ready for the Transparency, Influence and Accountability Standard.
Teams Helped by External Landlord Matter Case Management
Leasehold Officer / Service Charge Officer — picks up Section 20 notices and major-works disputes with the lease terms, prior correspondence and the affected residents already attached.
Building Safety Manager (BSM) — sees fire-safety remediation matters where the social landlord is one of multiple duty-holders; tripartite responsibility evidenced, not assumed.
Director of Housing / Head of Asset Management — leads partnership management with external freeholders and Right to Manage (RTM) companies with a coherent, single-source view.
Income / Service Charge Accountant — recovers external-landlord costs through the Service Charge ledger consistently; nothing slips between accounts.
Legal Services / Tribunal Coordinator — exports the First-tier Tribunal (Property Chamber) bundle in one click; nothing reassembled.
Resident — sees a coherent landlord even when the matter involves three different organisations; communication is consistent and timely.
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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