If you are reading this then it’s likely that the standards of service you receive from your managing agent have already fallen to an unacceptable level – see the examples below.
You can request a report on the expected service levels and the expected agent performance you should be asking for, based on a survey of other nearby buildings.
In addition, you can request help with your tender document and to list the specific things you should ask for when approaching a new managing agent.
Examples of Poor Performance That You Should Look Out For
|Category||Common issue||Severity||When You Should Consider Leaving Existing Management|
|Agent Satisfaction Rates||Agent loosing a large part of its portfolio over past year||Very High||Soon - this is an indicator of poor satisfaction level and wider management issues|
|Insurance||Incorrect insurance coverage or charges||Very High||Soon - such failures can lead to your building being left uninsured and fighting claims in court|
|Health & Safety||Health and safety checks incomplete||Very High||Soon - such failures can lead to the building directors liable for failures in the building|
|Accounting||Yearly accounts not published on time||High||If this happens more than one year in a row|
|Service Levels||Managing agent have not agreed SLAs for building||High||Inevitably this means that service levels will slide without flat owners having much power to correct this|
|Inspections||Building is not regularly inspected||High||This means that problems will not be found and long-term issues may worsen|
|Communications||Managing agent not responding to emails and phone calls||Medium||This is a major frustration with many managing agents and can lead to wider problems with the building|
|Service Charge||Service charge is increasing and not explained||Medium||Money can be going missing and paid out to none-valid suppliers|
|Insurance||Energy Bills||Medium||Commissions may be being paid increasing your bills|
|Licencing & Subletting||Building licencing processes are not completed (e.g., for lettings or flat alterations)||Medium||Where there are a large number of live-in flat-owners and the building living standards need to be maintained|
|Accounting||Bank statements showing cash-held cannot be provided||Medium||This may show that money is not being held according to best-practice|
Request A Report
- Examples of good, medium and bad service levels
- What service levels other, similar buildings are getting
- What you should ask for and agree with a new block manager