For property managers, a Section 20 consultation is often less of a routine process and more of a legal tightrope. One missed notice, an untracked resident comment, or a misplaced piece of paper can land a block manager straight in the First-tier Tribunal (FTT), resulting in capped cost recoveries, financial shortfalls, and fractured leaseholder relationships.
To take the panic out of the process, Fixflo (the operational experts in property maintenance software) and Earl Kendrick (specialist building surveyors and engineering consultants) have joined forces. By pairing an engineering lens with robust digital workflows, we’ve mapped out a blueprint to transform Section 20 from a high-stakes gamble into a risk-free, evidence-rich success story.
1. The industry’s biggest unmanaged risk
Let’s be honest: the traditional approach to Section 20 is broken. It frequently relies on scattered documentation, fragmented email threads, and manual paper trails.
When a major works project goes wrong, it’s rarely because the roof wasn’t fixed properly. It’s almost always because the evidence of compliance failed. If a leaseholder challenges a major works bill, the burden of proof sits squarely on the property manager. Without a central repository of data, proving that notices were served correctly and within the strict statutory timeframes becomes a logistical nightmare.
2. What good looks like
Managing major works shouldn’t feel like a firefighting exercise. “Good” looks like a continuous, transparent loop where surveyors and property managers work in perfect sync.
[Consultation] ──> [Digital Tender] ──> [Live Works Monitoring] ──> [Audit-Proof Ledger]
The Technical Eye: Earl Kendrick’s surveyors assess the building fabric and create a precise, realistic scope of works, minimising unexpected variations later.
The Digital Engine: This scope is fed directly into Fixflo’s system, triggering automated, digitally tracked Section 20 notices to leaseholders.
Live Visibility: As the procurement moves to tender, quotes are tracked digitally. Leaseholder observations are logged, timestamped, and responded to within the system, creating an indisputable paper trail from day one.
3. The shift
We are all familiar with the scramble to compile financial year-end packs. Why aren’t we treating major works with the same financial and legal rigor?
Instead of treating Section 20 as a series of isolated administrative tasks, it must be managed as a cohesive Major Works Pack. By utilising a digital-first approach, every single action (from the initial Notice of Intention to the final invoice and building sign-off) is collated in real-time.
The Goal: An audit-proof digital ledger. If a tribunal or a disgruntled leaseholder questions a cost or a timeline three years down the line, you don’t need to dig through old archive boxes. You simply export the digital Major Works Pack, complete with timestamps, delivery receipts, and surveyor certifications.
4. Transparent communication as conflict prevention
At its core, Section 20 friction stems from a lack of clarity. When residents face large service charge demands for major works, anxiety runs high. If communication is opaque, that anxiety turns into suspicion and legal challenges.
Digital workflows turn communication into a tool for conflict prevention. By using resident portals, leaseholders can see exactly why a project is necessary, read Earl Kendrick’s expert survey findings, and track the progress of the tenders.
When residents feel informed and can see a clear, structured process, trust is maintained. They aren’t just receiving a bill; they are receiving an invitation to a transparent, professionally managed project.
Final thoughts
By marrying Earl Kendrick’s engineering precision with Fixflo’s digital compliance engine, property managers can finally eliminate Section 20 anxiety. It’s time to move away from paper-shuffling and embrace digitally assured compliance. Discover more about Fixflo today!
