With the number of apartments added to Royal Mail’s Postcode Address File (PAF) jumping by 18 per cent between April and December last year, it’s safe to say that flats and their management are now big business in the property world.
But with growth, comes pain.
Leaseholders are growing increasingly dissatisfied with the following issues:
- The service charge
- Carrying out of routine maintenance
- Management of communal areas
So, although managing agents may soon find themselves ever more in demand, their role is becoming much harder.
Don’t fret, here are five new approaches for agents looking to improve their leaseholder relationships:
It might sound obvious but many leaseholders aren’t sure what responsibilities their freeholder or their managing agent have in regard to them. Leaseholders are also unaware of how much of a say they have in the day-to-day running of communal areas. Educating leaseholders in a positive way about their rights will clear up any grey areas. It should also improve any misplaced hostility caused by leaseholders who expect things that managing agents do not have the responsibility to deliver.
This is particularly important when it comes to issues such as the service charge. Even more than value for money, leaseholders want to see accountability. So, when issuing a service charge, managing agents should make sure costs are clearly broken down. There are all too many instances of leaseholders who are billed for ground rents they have already paid. There are also instances where balancing charges are mislabelled. Service charges are a contentious issue so managing agents should make sure they’re reviewed and revised thoroughly before they’re sent out.
While freeholders are under no obligation to consult leaseholders about the aesthetics of communal areas, it would create goodwill and better engagement if their opinions were taken into account. Often, leaseholders will have nothing to add but will appreciate having been asked. Heading off objections at a preliminary stage is also considerably easier than dealing with complaints once an action has been taken.
Applicable across all three pain points, better communication is the fastest way for block managers to increase their standing with leaseholders. Software like Fixflo Block allows leaseholders an immediate line of communication to agents around the clock. It also tracks all communication between occupant and managing agent – a handy tool in case of dispute.
Automating contractor contact is an efficient way to speed up repair resolutions. Maintenance and repairs management software, Fixflo Block, liaises with contractors to automatically request quotations, deal with invoices and check qualifications at the click of a button. This means that managing agents aren’t limited to office hours when it comes to calling out contractors.
Fixflo Block also brings a whole new meaning to the phrase, “if you want something done quickly, do it yourself”. Through the system’s in-built guidance, occupants are advised on how to fix smaller repairs themselves, helping you to streamline your workflow.
Start your free trial today by clicking here.
