Case management
Section 20 consultations that stand up to challenge
Run consultations to statutory timescales, tracking notices served, observations received and responses given against each qualifying work.
- 100%of actions evidenced
- Everystatutory deadline tracked
- 1case record per matter
- 0cases lost between teams
What it means
For the resident
You get the consultation you are entitled to, at the points the law requires it.
For your Leasehold and Major Works teams
Statutory stages, dates and served notices are recorded as they happen, so a challenge is answered from the record.
Consultations that survive challenge
Statutory periods tracked
Notice of Intention and Statement of Estimates periods run automatically, because a missed consultation period caps recovery at £250 per leaseholder.
Every notice evidenced
Who was served, when, by what method and to which address — the detail a tribunal will test if recovery is challenged.
Observations recorded and answered
Leaseholder observations are logged with the response given, demonstrating that representations were genuinely considered.
Linked to the charge
The consultation connects to the qualifying works and the resulting service charge, so the chain from consultation to recovery is complete.
What Propsys360 covers for Section 20 consultation
- Qualifying works and long-term agreement consultations
- Notice of Intention preparation and service
- Statement of Estimates with contractor quotations
- Statutory observation period tracking
- Leaseholder observation logging and responses
- Notice of Reasons where a lower estimate is not chosen
- Nominated contractor handling
- Service method and address evidence
- Dispensation application tracking
- Linkage to service charges and qualifying works
How it works
The path a case takes from the moment it arrives, and what happens automatically at each step.
Identify the qualifying work
Works crossing the consultation threshold are identified from the works programme rather than noticed late.
Serve Notice of Intention
Notices are generated and served, with the statutory observation period tracked from the date of service.
Estimates and observations
Contractor estimates are issued, leaseholder observations logged, and responses recorded against each.
Award and recover
The contract is awarded with reasons recorded, and the resulting charge links back to the completed consultation.
Before and after: Section 20 consultation
Every system demonstrates well. What matters is the difference in an ordinary working week — the steps that disappear, the chasing that stops, and the questions your team can answer on the spot instead of promising to look into it.
| Today | With Propsys360 |
|---|---|
| Consultation is tracked in a spreadsheet separate from the works. | Consultation, works and leaseholder records sit together. |
| Statutory notice deadlines are managed by memory. | Each stage carries its own timescale and escalation. |
| A challenge means reconstructing who was notified and when. | Every notice, observation and response is recorded against the case. |
What Section 20 consultation has to get right
Housing runs on specifics — statutory timescales, tenure types, the return that has to be filed next month. This is the detail that decides whether a system survives contact with your operation, and the reason a general-purpose platform usually cannot.
- Notice of intention and estimates stages
- Leaseholder observations and responses
- Statutory timescale tracking per stage
- Contractor estimates and nominations
- Linked works orders and cost apportionment
- Service charge impact per leaseholder
- Evidence trail for tribunal challenge
- Reporting on live and completed consultations
More of the platform
Each part of Propsys360 works from the same tenancy, property and person record, so nothing is re-keyed and nothing drifts out of step. Most providers start with one or two and add the rest as their existing contracts end.
Integration Platform & Tools
Fits what you already run
Propsys360 connects to the housing, finance, field and compliance systems you already use, orchestrates the processes between them, and replaces the legacy platforms you want to leave behind.
- Microsoft and data
- Finance and payments
- Repairs and contractors
- Residents and compliance
Trusted housing technology for housing associations, councils and public-sector landlords
- 557KTenants supported
- 1.5M+Repairs managed
- £57M+Repairs processed p.a.
- 4.75MCustomer cases
- 500KArrears cases managed
- G-Cloud 15 Supplier
- Microsoft Solutions Partner
- Cyber Essentials Plus Certified
- Cyber Essentials Certified
- ISO 9001
- ISO 27001
- ISO 20000-1
- ISO 14001
The difference it makes
Source: Results reported by housing providers using Propsys360; illustrative where stated. Individual results vary.
What housing providers say
Named people at named organisations, in their own published words.
“We realised that we had a gap around the golden thread of data, in terms of the availability and accessibility of the data we held in seventeen different systems… That meant colleagues could immediately see all non-compliant properties.”
Jake Le Page Head of Building Safety Regulations Notting Hill Genesis
“Neo brought strong Dynamics 365 expertise, worked collaboratively with our internal teams and applied Microsoft best practice within a live operational environment… We would be pleased to recommend them as a Microsoft Dynamics 365 partner within the housing sector.”
Wayne Human Head of IT Change Sage Homes
“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.”
Philip Wragg Infrastructure Programme Manager
“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.”
Group CIO Notting Hill Genesis
Proof from housing providers
Frequently asked questions
What happens if we miss a consultation period?
Recovery is capped at £250 per leaseholder for qualifying works unless dispensation is granted. Timescale tracking exists precisely because that outcome is expensive and avoidable.
Does it handle long-term agreements as well as works?
Yes — both qualifying works and qualifying long-term agreements, which have different notice requirements and thresholds.
How do we evidence that observations were considered?
Each observation is logged with the response given and any resulting change, which is the evidence a tribunal looks for.
Can we track a dispensation application?
Yes. Applications to the First-tier Tribunal for dispensation are tracked against the consultation with their outcome recorded.
See a consultation run end to end
Thirty minutes through a qualifying works consultation, from identification to award, including how observations are evidenced.