Fixflo’s new Section 20 workspace, powered by Aareon Intelligence, helps agents run consultations in the correct statutory order while building a live audit trail as they go. It assesses whether works qualify, drafts the notices and assembles the evidence pack. The managing agent reviews and signs, so every decision stays with a person and the record shows who made it. This is particularly true in historic and listed buildings, where specialist works, conservation considerations and higher project costs can make stakeholder communication even more critical. It is a balancing act between legal obligations, stakeholder expectations and effective communication. Drawing on insights from Coombs Property Consultancy and Fixflo’s experience supporting property management workflows, this article explores one of the most overlooked aspects of major works consultations: managing stakeholders and responding to leaseholder observations.
The legal process is well established. If qualifying works will cost any leaseholder more than £250, a statutory consultation must be completed before works proceed. Leaseholders must be given the opportunity to make observations, nominate contractors and review estimates. Failure to follow the process correctly can severely restrict cost recovery.
Understanding the legislation is the easy half. Managing the communication around it is where consultations succeed or fail.
Observations are insight
In heritage buildings, observations often extend beyond cost and disruption, covering concerns about preserving original features, contractor expertise and the long-term impact of proposed works on the character of the building.
One of the most misunderstood parts of the Section 20 process is the leaseholder observation period. It can be tempting to view observations simply as another administrative requirement or as something that must be logged before the project can continue.
In reality, observations provide valuable insight from residents about the project. They often reveal concerns around scope, affordability, disruption, contractor selection or previous experiences with the building. While some comments may be straightforward questions, others can develop into objections that influence stakeholder confidence in the project.
In reality, observations provide valuable insight from residents about the project. They often reveal concerns around scope, affordability, disruption, contractor selection or previous experiences with the building. While some comments may be straightforward questions, others can develop into objections that influence stakeholder confidence in the project.
The key is ensuring that every observation is captured, reviewed and responded to consistently and in good time. Leaseholders are expected to be heard. When responses are delayed, inconsistent or difficult to evidence later, trust can deplete quickly.
Good Section 20 consultations combine legal compliance with transparent communication. Good stakeholder management means demonstrating that observations were received and that they were genuinely considered throughout the decision-making process.
What experienced consultants see most often
According to Coombs Property Consultancy, these challenges are often amplified in historic and listed buildings, where projects can involve specialist surveys, conservation requirements and a heightened level of leaseholder scrutiny. Leaseholder concerns around cost, contractor selection, scope changes and disruption can quickly escalate when expectations are not managed early and consistently. Maintaining a clear record of observations and responses is therefore just as important as managing the works themselves.
The strongest Section 20 projects often start well before the first notice is served. Early engagement, ideally alongside long-term capital works planning, helps leaseholders understand upcoming costs, reduces surprises and gives property managers more time to build support for the project. In listed buildings, longer lead times are particularly valuable, as consents and third-party approvals can significantly extend timelines.
The challenge of complexity
Major works consultations generate an enormous amount of information. Multiple notices, contractor tenders, surveyor reports, resident correspondence and approval decisions all need to be connected to a single project.
Many organisations still manage this activity through a combination of spreadsheets, inbox folders and manually maintained records. While this may work for a small number of projects, the risks increase massively as portfolios grow.
Usually, challenges focus on whether the consultation was handled properly and whether the evidence exists to demonstrate that it was. For property managers, that means success depends on creating a clear and defensible project history from the very beginning.
It is not just consultation records that need managing. Cost control, CDM and wider health and safety requirements, contractor information and project administration all need to be tracked together to maintain oversight and reduce risk.
Property managers should also be mindful of lease-specific requirements around raising levies, as restrictions on when costs can be recovered are often overlooked and can create significant delays.
Building confidence through transparency
The most effective Section 20 processes share one common characteristic: visibility.
Stakeholders should be able to understand where a project sits, which consultation stage has been completed, what feedback has been received and what decisions have been made. Clear communication reduces uncertainty and helps prevent misunderstandings from escalating into formal disputes.
This is particularly important when projects span several months and involve several people. A transparent process creates confidence among leaseholders, directors and clients while helping property managers maintain control of statutory deadlines and documentation.
A new approach to Section 20 management
The Section 20 workspace in Fixflo helps agents run consultations in the correct statutory order while building a live audit trail as they go. When a project is challenged months or years later, proof created in real time can make the difference between recovering costs and absorbing them.
For leaseholders, the process is equally transparent. Observations are captured against the relevant notice, responses are clearly recorded, and stakeholders can see how feedback has been considered. The result is a consultation process that demonstrates the accountability and transparency leaseholders, boards and resident directors increasingly expect.
Alongside consultation management, the workspace gives teams a central view of project activity, costs and administration, helping managing agents maintain oversight and track project-related fees in real time.
Discover more
The complexities of historic buildings create stakeholder challenges as well as technical ones. They create stakeholder challenges. When costs increase, specialist contractors are involved and works affect the character of a building, clear consultation becomes even more important.
Section 20 will always involve deadlines, documentation and legal obligations. But the most successful projects recognise that it is ultimately a stakeholder management exercise. When communication is clear, observations are handled effectively and
Discover how Fixflo’s new Section 20 Major Works workspace can help your team manage consultations with greater confidence, visibility and control. Visit the Section 20 workspace in Fixflo page or book a demo to see it in action.
