Lease Enquiry Case Management
To Learn More About Lease Enquiry Case Management
What is Lease Enquiry Case Management?
A Lease Enquiry case covers a general query from a leaseholder or shared owner about their lease, service charges, major works, ground rent, consent for alterations, subletting or any other matter arising from the lease. Unlike disputes, enquiries do not yet involve formal challenge; they are the landlord’s opportunity to keep leaseholders informed, prevent escalation to formal dispute or complaint, and meet expectations under the Commonhold and Leasehold Reform Act 2002 and the Leasehold and Freehold Reform Act 2024.
Lease Enquiry — End-to-End Workflow
- Logged — leaseholder enquiry received via any channel into one Lease Enquiry case on Propsys360.
- Acknowledged — leaseholder acknowledged with expected response time and the named leasehold officer.
- Investigated — lease terms, service-charge statements and any linked works or complaints reviewed against the case.
- Actioned — substantive response issued with relevant evidence (lease extracts, service-charge breakdown, consent form).
- Resolved — leaseholder satisfied or redirected to dispute or complaint route if not.
- Closed and learned — case closed with outcome captured; recurring themes inform leaseholder communications and training.
Lease Enquiry Case Management in Propsys360
- One record, one version of the truth — every Lease Enquiry 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 — Leasehold Management for the lease, Finance for service-charge statements, Section 20 consultation for major works, Complaints and Dispute of Service Charges where escalated, and Customer Portal for leaseholder self-service — so the lease enquiry context is visible without hunting across systems
- Stage-driven workflow — enquiry received, lease checked, response issued and resolved — 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 lease enquiry 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 Lease Enquiry Case Management
Contact Centre / Customer Service Advisor — looks up the lease and service-charge account on the first call and can answer common questions without rebooking a leaseholder callback.
Housing Officer / Tenancy Management — sees leaseholder enquiry patterns in each block and uses them to target resident meetings and block-level communications.
Leasehold Officer — works every enquiry with the lease document, service-charge history and major-works plan on the same record, delivering a faster, more evidenced reply.
Team Leader / Service Manager — dashboards show open lease enquiry 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 lease enquiry 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
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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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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.
