FAQs2020-10-30T09:52:21+00:00

Questions?

Here are some of the most Frequently Asked

How long have you been in the property management business?2020-11-05T13:33:32+00:00

We have managing blocks of flats since 2008.

What length of notice period do you require?2020-11-05T13:31:54+00:00

We offer a zero-notice contract, although most of our clients set a notice period according to their needs.

How comprehensive a panel of contractors do you have?2020-11-05T13:31:45+00:00

We use independent third-party suppliers covering the whole range of services potentially required to maintain buildings across our entire portfolio. We have at least three providers in each category that we call our ‘Preferred Suppliers’: these are contractors with whom we have built up a good working relationship. We trust them and can rely on them to provide value for money, a high level of professionalism and excellent customer service. You are under no obligation to use any of our Preferred Suppliers (we will establish which contractors you wish to retain during the on-boarding process). The only service we have decided to bring in-house is cleaning services (which you are under no obligation to use) as this gives us complete quality control, which can be an issue when using third-party cleaning contractors.

What reports and meetings do you undertake with the Directors of the Management Company?2020-11-05T13:31:37+00:00

We produce monthly progress reports and quarterly financial reports for all our clients. We then arrange a meeting with the Directors to go through the contents of the reports and answer any questions they might have. Please get in touch if you would like us to send you an example of these reports.

How do you deal with lessees in breach of their leases?2020-11-05T13:31:30+00:00

If a lessee is in breach of their lease, we will write outlining the breach and provide a reasonable timeframe in which it should be remedied. If the breach is not remedied within a reasonable timeframe and it does not seem possible to secure a resolution through negotiation, we will refer the file to one of several firms of lawyers we work with who specialise in litigating contentious matters. Generally, they will send a ‘Letter Before Action’ and if necessary, take further action through the First-tier Tribunal (Property Chamber).

How do you deal with complaints by lessees or residents?2020-11-05T13:31:20+00:00

If someone is unhappy, we want to know. Most problems stem from either a communication breakdown, misunderstanding or occasional human error. In the first instance, we will discuss the problem with the block manager and their line manager. In most cases, we are able to resolve the issue with senior management involvement.

If this does not provide a solution that satisfies the complainant, the matter will be escalated to our Operations Director who will commence our formal complaints procedure. It is very rare that we have to invoke our formal complaints procedure, as we are able to deal with the problem at senior management level.

What is your procedure for handling complaints by the Management Company in the event of a failure in the agreed level of service?2020-11-05T13:31:12+00:00

This is taken up by senior management. In the first instance we will contact you or set up a group video-call with Client Directors and the relevant members of our senior team. We then request up to 10 days to make any internal changes or amendments. The situation is then followed up on a month-by-month basis for up to six months to ensure that the client is satisfied with the changes and that we are now meeting our pre-agreed level of service.

What is your turnover of Property Managers?2020-11-05T13:30:59+00:00

Unlike our competitors, we do not overload our Property Managers with too many blocks to manage. Each has their own assistant. We remunerate well and provide a good level of support. As a result, we have almost zero turnover of staff. We honestly believe that we offer the best working conditions for Property Managers in the market.

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