As a leaseholder or RMC director, the level of service you receive from your property management agency can make all the difference between a well-managed, harmonious residential environment and a living nightmare.
At Clear Building Management, sadly we know this all too well from our experience of stepping in where other agents have failed.
But what exactly should you expect from a managing agent when it comes to level of service, and how do you distinguish between an agency that truly cares and one that’s merely going through the motions? Here, Clear Building Management’s Ian Hollins takes a look at some key questions you should be asking to find out.
Is your agent backed by industry accreditations?
There are many accreditations that managing agents can pursue to demonstrate they are aligned with the highest professional standards in the industry.
For example, Clear Building Management is an ARMA member, which means we are voluntarily audited to a very high standard on a regular basis. Clear also voluntarily pays for RICS to regulate and audit us, adding additional layers of legal and financial protection for the people we work with, and we’re one of just a few managing agents accredited by the Leasehold Knowledge Partnership as working only in the interests of leaseholders.
In addition, we were the first independent property management company to secure the prestigious Cabinet Office Award for Service Excellence. This isn’t just a one-time accolade – we undergo rigorous reassessment annually and have continually raised the bar, achieving the Customer Service Excellence PLUS accreditation for exceeding the required standard. We’ve demonstrated our unwavering commitment to investing in our people and systems, ensuring we deliver exceptional service at every level.
If your current agent does not have any of these memberships or accreditations under its belt, or isn’t openly discussing its service level targets, it might be time to question why. Far too many managing agents hide behind vague promises and lack of accountability.
How are support requests handled?
We firmly believe that effective communication starts with responsiveness. As a bare minimum, we believe a managing agent should respond to non-urgent support requests within 48 hours.
Our approach has always been to acknowledge all new support requests made via our online portal or support centre email within two working hours. For other requests, we guarantee a response by the end of the next working day. Each support request is carefully assessed and assigned an urgency level – low, medium, high, or emergency – to ensure that genuinely urgent matters are handled swiftly and efficiently. We provide a clear target completion date and next action date for every request, so residents always know what to expect. When communication is transparent, everyone wins.
If you feel like your current managing agent is forever leaving you in the dark, it’s probably time to make the switch. Here’s how.
Are residents kept in the loop?
You’ve lost count of the times you’ve called your managing agent. Your messages go unanswered, and your emails vanish into thin air. They said they’d send someone over, but you’re still waiting. Frustration doesn’t even begin to cover it. Does this sound familiar?
Communication breakdowns are the primary reason we are asked to take over properties from other managing agents. You agent should be committed to maintaining open lines of communication with you. At Clear Building Management, we offer clear timelines for all types of correspondence:
- Phone messages: Returned within two office hours or at a mutually agreed time.
- Emails: Responded to by the end of the next working day.
- Post/Faxes: Addressed by the end of three working days.
- Pre-sale enquiry pack: Delivered within five working days (when all information is available).
- Sub-letting consent applications: Resolved within five working days.
Does your agent have a reliable supplier network?
Successful property management is built on strong relationships with reliable suppliers. Many managing agents neglect this essential aspect, leading to frustrated suppliers and delayed maintenance work. But we know that paying on time keeps everyone happy and the property running smoothly.
At Clear, we ensure that invoices are paid on time, guaranteeing payment by the end of the calendar month following receipt. Where cash flow allows, we aim to pay even sooner.
How are service charge payments collected?
Service charge payments are the lifeblood of any property’s upkeep; non-payment is subsequently one of the main areas for disputes between leaseholders and their managing agents.
We commit to having no more than 5% of service charges outstanding after 90 days, barring agreed payment plans or active recovery action. This commitment is crucial to maintaining your property’s financial health and avoiding cash flow crises that can lead to deteriorating living conditions.
Poor communication and a lack of transparency are the biggest gripes of many leaseholders when it comes to the service charge demand. Leaseholders should absolutely have a right to be able to see how your service charge monies are being spent, but sadly we’ve met many leaseholders who have felt like information has been withheld from them when it comes to things like maintenance and insurance costs – and are understandably concerned as to how their money is being spent.
Our systems allow leaseholders to view all invoices and quotes relating to their block ensuring that there are no nasty surprises. Find out more about what should you expect to see in your service charge demand here.
Are complaints to your managing agent met with action or excuses?
At Clear, we don’t fear complaints; we use them as valuable feedback to continually improve our service. Our aim is to resolve all complaints within 24 hours. In fact, we’re proud to say we’ve managed less than one complaint per year per 100 units under our management.
When was the last time you heard your managing agent talk about their complaint resolution times? If the answer is never, that should be a red flag.
Don’t settle for less
The above points are just some of the ways we measure and maintain our performance. As residents and apartment owners ourselves, we understand how it feels when a managing agent fails to respond to calls, neglects maintenance issues, or simply doesn’t seem to care.
Changing managing agent may feel like a daunting process, but it really can bring a new lease of life to both your block and the community within it.
For help with replacing a poor performing managing agent and moving to one that will deliver on its promises please do get in touch.
