Questions to Ask a Block Management Company Before Appointing Them

Choosing a new block management company can feel like a bigger job than it sounds.

Perhaps you're unhappy with your current managing agent. Maybe communication has become difficult, repairs aren't being dealt with as quickly as you'd like, or you simply feel that your block isn't getting the attention it deserves.

Whatever has prompted the search, you'll probably find that most managing agents offer broadly similar services. They all talk about maintenance, service charges, compliance and communication.

So how do you work out which company is actually right for your block?

The best place to start is by asking the right questions.

Who will actually look after our block?

This might sound obvious, but it's one of the most important questions to ask.

You don't want to have a great conversation with someone when you're choosing a new agent, only to find that you never hear from them again once you've signed the contract.

Ask who will be looking after your block day-to-day. Will you have a named contact? How do you get hold of them? What happens if they're away?

It can also be useful to ask how many other properties that person manages. Someone juggling a huge portfolio may not be able to give your block the same level of attention as someone with a more manageable workload.

How often will you visit our property?

A good managing agent shouldn't only know your building because they've looked at photographs of it.

Regular visits can help spot things that residents might not notice – a damaged communal area, an overflowing gutter, a light that keeps failing or a small maintenance problem that's likely to become something more expensive later.

Ask how often the property will be inspected and, importantly, what happens after an inspection. Will you receive a report? Will issues be photographed? Who decides what needs to be dealt with?

These details can tell you a lot about how proactive a block management company really is.

How easy are you to contact?

This is probably one of the biggest things people look for when changing managing agents.

If you've ever sent an email about a problem and wondered whether anyone actually read it, you'll know how frustrating poor communication can be.

Ask how residents and RMC directors can contact the company and what sort of response time you can expect.

You could even ask:

“If I report a problem today, what happens next?”

A good answer should give you confidence that your concerns won't simply disappear into an inbox.

Of course, not every repair can be fixed immediately. But you should know that someone has received the message and is dealing with it.

What happens when something goes wrong?

Because at some point, something will go wrong.

A communal door won't lock. A pipe will leak. The lift will stop working. A storm will damage the roof.

Ask how the managing agent handles urgent repairs and out-of-hours problems.

Who takes the call? How is the contractor contacted? Who decides whether the work is urgent? How will residents be kept updated?

It might not be the most exciting question, but it's one you'll be very glad you asked when something goes wrong on a Sunday morning.

How do you choose your contractors?

Contractors have a big impact on the quality and cost of maintaining a block.

Ask how contractors are selected and whether appropriate checks are carried out. You might also want to know how quotes are obtained for larger jobs and how completed work is checked.

For expensive or significant works, find out how the RMC and leaseholders will be involved in the process.

A managing agent should be able to explain this clearly rather than simply saying, “We have contractors we use.”

How will you manage our service charges?

Service charges are often one of the biggest concerns for leaseholders, so don't be afraid to ask questions about them.

How are annual budgets prepared? How is spending monitored? How will you explain unexpected costs?

It's also worth asking about future maintenance.

For example, if the roof is likely to need work in a few years, how will that be planned for? Will the block have an appropriate reserve fund?

Good financial management isn't just about balancing the books this year. It's about helping the block prepare for what's coming next.

How do you deal with compliance?

There are plenty of responsibilities involved in running a residential block, and keeping on top of compliance is an important part of the job.

Ask how the managing agent keeps track of things such as fire safety, health and safety, insurance and required inspections.

You don't need to become an expert in all of these areas yourself. That's one of the reasons you're appointing a professional managing agent. What you do need is confidence that someone is keeping track of what's required and making sure important matters aren't forgotten.

How will you work with our RMC?

If your block is run by a Residents' Management Company, the relationship between the RMC directors and managing agent is particularly important.

You don't want directors to feel completely out of the loop, but equally, they shouldn't have to spend their evenings chasing contractors and dealing with routine maintenance.

Ask how often you'll receive updates, whether there are regular meetings and how decisions about larger expenditure will be handled.

The right managing agent should take the day-to-day pressure away while keeping the directors properly informed.

What does your fee actually include?

It's natural to compare prices when you're looking for a new block management company.

But don't automatically go with the cheapest quote. Ask each company to explain exactly what's included in the management fee and what would be charged separately.

Are property inspections included? What about attending meetings? Dealing with major works? Insurance claims? Additional administration?

Two companies can offer very different prices simply because their fee structures are different.

It's much easier to compare quotes when you know exactly what you're getting for your money.

What happens when you change managing agents?

If you're already considering changing managing agents, ask what the handover process will look like.

A good new agent should be able to guide you through the transition and work with your existing managing agent to obtain the information they need. This can include financial records, maintenance information, insurance documents, compliance records, contractor details, keys and other important property information.

You shouldn't feel as though you're suddenly responsible for moving everything across yourself.

Ask what the new agent will handle and what they will need from the RMC or directors. Knowing this upfront can make the whole process feel much less daunting.

Can we speak to your existing clients?

Finally, ask about experience.

Does the company manage blocks similar to yours? Do they work with RMCs? How long have they been managing residential properties?

And if references or testimonials are available, take a look at them.

The sales conversation is only one part of the picture. What really matters is how the relationship works once the contract has been signed.

Finding the right fit for your block

There isn't one perfect managing agent for every property.

A small block of six flats will have very different needs from a large development with lifts, communal gardens and extensive maintenance requirements.

That's why it's worth taking your time and asking questions rather than simply comparing prices.

You want a company that understands your property, communicates well and is prepared to take responsibility for the day-to-day management of the block.

Looking for a block management company in Reading?

If you're comparing block management companies in Reading or Berkshire, Fennell Estates is always happy to have an informal conversation about your property and what you're looking for.

You don't need to have made a decision, and you don't need to have everything figured out.

Sometimes it's simply helpful to talk through your current arrangements, what isn't working and what you'd like to see done differently.

If you're considering a new block management company

, we'd be happy to see whether Fennell Estates could be the right fit for your block.