Arrears workflows

An arrears workflow is the sequence of automated steps PropLink runs against a leaseholder or tenant whose balance has fallen overdue. Each step has a trigger (a number of days past due) and an action (send an email, generate a letter, apply a fee, escalate to staff).

A typical workflow

You can edit the days, the templates and the fees per workflow.

Create a workflow

1. Open Settings → Workflows → Arrears workflows → Add workflow.
2. Name the workflow.
3. Add steps in order. For each step:
   • Pick the trigger (days past due, or balance threshold).
   • Pick the action (email, letter, fee, task, escalation).
   • Pick the template for the message or document.
4. Pick the sites the workflow applies to.
5. Save.

A workflow can apply organisation-wide or to selected sites only. Different sites can run different workflows (a high-value commercial site may need a more aggressive chase than a residential block).

Pausing a workflow on a case

If a leaseholder enters a payment plan or there is a tribunal application:

1. Open the arrears case.
2. Click Pause workflow.
3. Enter a reason and an end date for the pause.
4. The workflow stops; no new steps run until the pause expires or you resume.

Pauses are logged on the case for audit.

Modifying a step mid-cycle

If you want to skip a step for a specific case (a vulnerable leaseholder where you decide not to apply a fee):

1. Open the case.
2. Find the upcoming step.
3. Click Skip with reason.
4. Enter the reason; PropLink records it.

Workflow execution log

Every step run on every case is logged with the timestamp, the template used and any output (the email subject, the letter PDF generated). See Settings → Workflows → Execution log for the full history.

Best practice

• One workflow per portfolio segment rather than dozens of subtle variations.
• Coach the team on when to pause a workflow vs let it run.
• Review the templates annually so the wording stays current with the platform's lease forms.
• Audit the workflow before tribunal cases to demonstrate process consistency.