Lease Extension Case Management
To Learn More About Lease Extension Case Management
What is Lease Extension Case Management?
A Lease Extension case covers a leaseholder’s request to extend their lease, either through the statutory route under the Leasehold Reform Housing and Urban Development Act 1993 (typically 90 years added to the unexpired term at a peppercorn ground rent, for a premium) or informally by agreement. The Leasehold and Freehold Reform Act 2024 has reshaped the statutory process — including removing the two-year ownership rule and extending the maximum term — and landlords need to handle every request cleanly through notices, valuations and deeds.
Lease Extension — End-to-End Workflow
- Logged — lease extension enquiry or Section 42 notice received into one Lease Extension case on Propsys360.
- Acknowledged — leaseholder acknowledged with the applicable route (statutory or informal), expected timescale and premium estimation approach.
- Investigated — lease terms, residual years, any consents needed, and valuation inputs pulled into the case.
- Actioned — counter-notice issued (statutory) or heads of terms agreed (informal); valuation finalised; draft new lease produced; Tribunal or mediation route used if agreement not reached.
- Resolved — new lease completed, premium received, registered at HM Land Registry.
- Closed and learned — case closed with deed, payment and registration filed; portfolio KPIs on statutory vs informal routes and premium outcomes updated.
Lease Extension Case Management in Propsys360
- One record, one version of the truth — every Lease Extension 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 the premium, Legal Referral for statutory notices, Land Registry for registration, and Customer Portal for leaseholder visibility — so the lease extension context is visible without hunting across systems
- Stage-driven workflow — notice served, valuation agreed, deed completed and registered — 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 extension 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 Extension Case Management
Contact Centre / Customer Service Advisor — explains the two routes and typical timescales accurately to leaseholders — expectations are set from the first call.
Housing Officer / Tenancy Management — sees extension activity across blocks and can anticipate leasehold communications and information requests.
Leasehold / Legal Officer — manages each statutory process from Section 42 notice to Land Registry filing on one record, meeting the tight statutory timescales with a clean audit trail.
Team Leader / Service Manager — dashboards show open lease extension 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 extension 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.
