Management Packs Case Management
To Learn More About Management Packs Case Management
What is Management Packs Case Management?
A Management Packs case covers a request for the Law Society LPE1 (Leasehold Property Enquiries) form and supporting documents when a leaseholder sells their flat. The pack typically includes service charge accounts, ground rent status, major works plans, building safety information (post-Grenfell), insurance, management company details and EWS1 where applicable. Delay or inaccuracy here blocks completions, so landlords need to produce a complete pack within the Law Society’s expected timescale (aim of 10 working days) and respond to LPE2 follow-up enquiries quickly.
Management Packs — End-to-End Workflow
- Logged — pack request received from conveyancer or leaseholder into one Management Packs case on Propsys360.
- Acknowledged — fee confirmed where charged; expected issue date communicated; leaseholder and conveyancer acknowledged.
- Investigated — service-charge statements, ground rent, major works, insurance, building safety and EWS1 pulled for the block.
- Actioned — LPE1 compiled with supporting documents; issued securely to the conveyancer via portal or email.
- Resolved — any LPE2 supplementary enquiries answered; completion supported.
- Closed and learned — case closed; issue-time KPIs and block-level recurring questions feed leasehold service improvements.
Management Packs Case Management in Propsys360
- One record, one version of the truth — every Management Packs 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 service-charge account, Building Safety for EWS1 and fire safety information, and Customer Portal for leaseholder visibility — so the management packs context is visible without hunting across systems
- Stage-driven workflow — request received, pack compiled, LPE1 issued and completion supported — 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 management packs 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 Management Packs Case Management
Contact Centre / Customer Service Advisor — tracks pack requests on the first call from conveyancers; no more ‘I’ll check with the team’ callbacks.
Housing Officer / Tenancy Management — sees leaseholders with sales in progress and tailors any major works or service-charge conversations accordingly.
Leasehold Sales Officer — builds every pack on one record with all supporting documents attached; issue-time dashboards and LPE2 patterns drive continuous improvement.
Team Leader / Service Manager — dashboards show open management packs 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 management packs 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.
