A valuation that expired while everyone waited
A shared owner wants to sell. Your home ownership team has a nomination period to find a buyer, the valuation has a limited validity, the buyer needs an eligibility check and a mortgage, and solicitors need information packs. Another owner wants to buy more shares, which needs a fresh valuation, a calculation of the price, and completion with their lender and solicitor.
Each case is a row on a spreadsheet and a thread in someone's inbox. Valuations expire before completion. Solicitors email to ask for documents that were already sent. Owners call to ask what is happening.
Why home ownership cases drift
The team does not control most of the steps. Valuers, solicitors, lenders, buyers and sometimes an agent all have to act. Without a single view of each case and its dates, the team can only react to whoever calls or emails.
- Valuation validity dates are not tracked against progress.
- Nomination periods are counted by hand.
- Requests to solicitors and lenders are chased only when someone remembers.
- Information packs are assembled from scratch each time.
- The pipeline of cases is hard to see for managers and finance.
What drifting cases cost
Expired valuations mean extra cost and delay. Missed nomination periods can change what happens next with the sale. Owners get frustrated and complain, and buyers pull out. Finance struggles to forecast staircasing receipts, and the team spends much of its time answering chasing calls.
Each owner also experiences the case as a major life event. They may be relocating for work, separating from a partner or trying to buy a larger share before a remortgage. When they cannot get a straight answer about where their case is, the frustration lands on the home ownership officer, and a complaint about a sale can take longer to resolve than the sale itself.
The case tracking we build
- Each resale and staircasing case is opened with the owner, home, lease details and share owned, read from your housing management system.
- Cases follow your stages, such as instruction, valuation, marketing, buyer eligibility, offer, solicitors instructed, mortgage offer and completion, each with an owner and target.
- Key dates, such as valuation validity and nomination periods, are tracked with reminders ahead of expiry.
- Information packs for solicitors are generated from your templates and the case data, so they are complete first time.
- Outside parties get requests with due dates and automatic reminders, and their replies are logged on the case.
- Owners can see their case stage through a link, reducing chase calls.
- Managers and finance see the pipeline of cases by stage and expected completion, which helps with forecasting.
| Date or stage | Tracked as | Alert |
|---|---|---|
| Valuation validity | Expiry date | Before expiry if completion not close |
| Nomination period | End date | Before it ends |
| Solicitor information | Request with due date | When overdue |
| Mortgage offer | Stage | When waiting longer than target |
| Completion | Expected date | Included in finance forecast |
Lease terms, eligibility rules and pricing calculations follow your leases, policies and advisers. We build tracking around them and do not give legal or financial advice.
What the home ownership team gets
Every case is visible with its stage, dates and who is holding it up. Valuations are less likely to expire mid-case. Solicitors get complete packs. Owners see progress themselves. Managers can report the pipeline without asking each officer for an update.
Is this how your home ownership team works?
- Resales and staircasing cases are tracked on a spreadsheet.
- Valuations sometimes expire before completion.
- Solicitors ask for documents more than once.
- Owners call regularly to ask about progress.
- Finance has little visibility of expected staircasing receipts.