When it comes to property management, one of the most time-consuming challenges is handling leaseholder-reported issues, from minor repairs to major works. With multiple stakeholders, contractors and team members involved, even a simple task can turn into a drawn-out process if communication breaks down or tasks are not properly tracked.
The Real World Challenge?
As an example, a leaseholder reports a leaking tap. You jot it down on a notepad, call a plumber, and then get pulled into a meeting. By the time you are free, someone else on your team has taken a call about the same issue and assigned it to a different contractor. Emails fly back and forth. No one is sure who is doing what. The job drags on and the leaseholder starts chasing for updates.
This is a familiar scenario. From roof repairs and lift servicing to communal maintenance and compliance works, leaseholder issues are varied and constant. What makes things difficult is not the volume, but the lack of structured oversight.
Where the Friction Happens
Here are some of the common pressure points property managers face when handling leaseholder tasks:
- Lack of central visibility. Tasks are spread across inboxes, spreadsheets and notepads making It easy to lose track of what has been reported and what has been done.
- Poor accountability. Without a clear audit trail, it is hard to know who picked up a task and when it was assigned or what stage it is at.
- Communication gaps. Updates between team members, contractors and leaseholders often get delayed or missed entirely.
- No easy reporting. Reviewing performance or tracking response times becomes a manual task and by the time reports are built, they are often already out of date.
The result is frustrated leaseholders, overwhelmed teams and delayed resolutions.
A Smarter Way to Manage Tickets
That is where Blocks Online’s property management software and its ticketing feature come in.
Instead of relying on scattered systems and siloed communication, you can record and track every task in one place. Tickets can be raised based on leaseholder reports or internal observations and assigned to the relevant team member or contractor.
Each ticket includes:
- Record and track leaseholder issues in one place
- Assign tickets to team members or contractors
- Keep a shared to-do list accessible to all team members
- Audit log with timestamps to record all actions for transparency and accountability
- Internal comments for team communication within each ticket
- Attach photos and documents
- Links to relevant asset information e.g. for doors, lifts, boilers, plant rooms
- Export tickets and reports easily
With everything clearly logged, leaseholder issues are easier to manage, prioritise and resolve. The built-in structure makes it easier to stay accountable and transparent, both internally and when responding to leaseholders.
Final Thoughts
Property management is complex but your processes, really don’t have to be. When leaseholder issues are handled through a centralised, trackable system within reliable property management software, your team can work more efficiently and leaseholders get faster, clearer responses.
If you’re looking for a simpler way to stay on top of maintenance and task management, the Blocks Online ticketing feature could be the right tool to support your team.
👉 Explore the ticketing feature here or see how leaseholders and agents communicate effortlessly in our Property Portal.
If you’d like to see firsthand how this property management software can work for you, simply get in touch to arrange a demo.
