Latent Defect Case Management
To Learn More About Latent Defect Case Management
What is Latent Defect Case Management?
A Latent Defect case covers a construction defect that was not apparent at handover and only becomes visible after a period of use — structural cracking, roof leaks, rising damp from a failed damp proof course, failed balcony waterproofing, defective cladding. Landlords rely on the Defective Premises Act 1972, the Latent Damage Act 1986 and the build contract (often with NHBC, LABC or equivalent new-build warranty) to recover the cost of remedying defects from the developer or warranty provider, within statutory limitation periods.
Latent Defect — End-to-End Workflow
- Logged — latent defect suspected (from a survey, repair or resident report) and captured as one Latent Defect case on Propsys360.
- Acknowledged — resident acknowledged with the likely remedy route and timescale; surveyor assigned.
- Investigated — defect inspected and diagnosed; warranty position, build contract and limitation period checked against the case.
- Actioned — claim lodged with developer or warranty provider; interim repair arranged where resident safety demands; temporary measures communicated to the resident.
- Resolved — remedial works completed by the developer or landlord (with cost recovery); defect register updated.
- Closed and learned — case closed with evidence, cost and learning captured; developer quality patterns feed future procurement.
Latent Defect Case Management in Propsys360
- One record, one version of the truth — every Latent Defect 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 defect record, Repairs for any interim works, Finance for recovery and commitment, Legal Referral for dispute, and Customer Portal for resident visibility — so the latent defect context is visible without hunting across systems
- Stage-driven workflow — defect reported, diagnosed, claim lodged and remedy delivered — 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 latent defect 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 Latent Defect Case Management
Contact Centre / Customer Service Advisor — tells residents honestly where their issue sits in the warranty process — what the landlord is doing, what the developer is doing, and when the fix is due.
Housing Officer / Tenancy Management — links multiple residents affected by the same defect to one block-level case, so communications are consistent across the estate.
Surveyor / Clerk of Works — investigates and progresses the warranty claim on one record, with build contracts, warranty documents and developer correspondence all attached.
Team Leader / Service Manager — dashboards show open latent defect 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 latent defect and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
Propsys360 Housing Management System
- Integrated
- Seamless
- Modular
- End-to-End
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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Leverage asset management software to centralise data, improve regulatory compliance, and enhance operational efficiency seamlessly.
Case Management
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Our Clients
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.
