Tenant Communications Archive (TCA)

As the importance of Dwellant to our customers has grown, so has the importance of keeping a clear record of any communication with Tenants. Because Dwellant now sends “legal” communications to leaseholders, the need to keep a perfect history is ever more vital.

Tenant communications archive, also known as TCA, helps in keeping a clear record of any communication with Tenants. This functionality is only available for some Managing agents.

Access TCA for a user-

It resides under User data / users for a given user. Navigate to a user / Select Action / User details, and click on 'Tenant Communication Archive' all the way at the bottom to view all ecommunications recorded for a given user on the Dwellant portal -

The TCA records the data for a given user every time there is a communication sent out of below type :

• A Posting is added

• Create PDF is used

• Direct Mail

• eMail from Setup > Send Message

• Placemaker Concierge (Concierge HV) messages are sent

• eComms batch is sent resulting in an eMail

• eComms batch is published resulting in a letter via Latcham

Then:

• This is logged in the backend database with basic date time, type of message, subject, success / bounce back status

• The underlying message is stored (the actual email message and formatting that was sent)

Messages are stored:

• eComms documents - these documents are directly available for owners, and can be viewed by impersonating the user

Here are some Use Cases for the TCA and how it should work:

Use Case 1: "Resident questions whether they received a piece of communication.”

Leaseholder could claim they were not served their ground rent demand legally and therefore refuse to pay.

How it should work with TCA
Property Manager or PM goes to Users data > Users > Selects User > Clicks 'Tenant Communication Archive' - finds message and resends to Resident

Use Case 2: "Court proceedings for non-payment of Service Charge”

The judge will request records of communication with the leaseholder. At the moment this means a mad scramble for information - checking email - eComms log, Postings that have been sent etc. Not easy to make look professional, undermining their position with the judge.

How it should work with TCA

PM goes to Users data > Users > Selects User > Clicks 'Tenant Communication Archive'. Selects required date range for the service charge, for example - 01/12/2023 to 30/06/2024. Clicks on an entry to download it.

Use Case 3: "Resident claims they were not properly served information about a section 20 - and therefore don't want to pay"

Leaseholder can claim they did not receive a Section 20 notice. If it is shown that they did not receive the correct notices they can have the charges overturned. The Managing Agent is then found liable to pay these.

How it should work with TCA

PM goes to Tenant Communication Archive, finds section 20 notice sent months ago, and shares this with the resident and legal advisor. The history shows the date and time sent and when the resident had clicked on the email.