Disputes are almost inevitable when managing a block of flats. They can arise from repairs, noise, service charges, access issues, safety concerns and misunderstandings about responsibility. While disputes can feel stressful, the outcome often depends less on who is “right” and more on what can be evidenced.
Good record-keeping is one of the most powerful tools available to managing agents. It protects everyone by creating a clear, shared version of events. When records are complete, disputes are easier to resolve, trust is easier to rebuild and escalation to insurers, ombudsmen or tribunals is far less painful.
Why Records Matter in Block Disputes
Disputes rarely arise from a single event. They usually develop over time, through delays, missed expectations or unclear communication. Without records, each party may remember events differently.
Clear records replace memory with evidence. They show what was reported, what was done, when decisions were made and why. This protects managing agents, supports boards and freeholders, and reassures leaseholders and occupiers that matters are being handled properly.
What Managing Agents Should Log as Standard
Strong record-keeping should be built into your routine. As a minimum, managing agents should log:
- Reports and issues raised: Every report should be recorded and should note the date, source, location, nature of the issue and any immediate risks identified.
- Actions taken: Each step taken in response should be logged. This includes inspections arranged, contractors contacted, temporary measures put in place and follow-up actions. Even where no action is taken, the reason should be recorded.
- Photographs and evidence: Photos taken during inspections or provided by residents are invaluable. They provide objective evidence of condition, severity and change over time. Photos should be dated and stored with the related issue.
- Quotes and contractor advice: All quotes, recommendations and reports from contractors or consultants should be retained. This shows that decisions were informed and that options were considered.
- Decisions and approvals: Key decisions should be recorded, including who made them and on what basis. This is especially important where cost, risk or competing priorities are involved.
- Communication: Emails, letters, notices and summaries of phone calls should be kept. These show what residents were told, when they were told and what expectations were set.
How Records Protect Managing Agents
For managing agents, records are professional protection. They demonstrate that issues were handled methodically, proportionately and within the agent’s authority.
When complaints escalate, agents are often asked to justify response times, contractor choices or communication decisions. A clear log shows that the agent acted promptly, sought advice where needed and kept relevant parties informed.
How Records Support Residential Management Companies and Freeholders
In disputes, RMC directors and freeholders must often show that they have acted reasonably and in line with the lease. Records help boards evidence that decisions were not arbitrary. This is particularly important in service-charge disputes, major works challenges or safety-related decisions.
Clear documentation also protects volunteer directors. It demonstrates that the board relied on professional advice and followed a fair process, even if the outcome was unpopular.
How Records Help Leaseholders and Occupiers
From a resident’s perspective, disputes often arise from uncertainty. Good records provide clear explanations regarding the sequence of events, constraints involved and reasons for delay or cost.
Transparency reduces suspicion. When residents can see that issues were logged, inspected and progressed, they are less likely to assume neglect or favouritism. This supports trust, even where outcomes are disappointing. Clear records also support fair treatment, ensuring that similar issues are handled consistently across the block.
The “Must-Keep” Items in Any Dispute
When a dispute develops, certain records become essential. These should always be available in a single, coherent file:
- The initial complaint or report
- A clear timeline
- The communication trail
- Contractor records
- Cost information
- The outcome
Clear records reduce back-and-forth arguments and make it easier for third parties to understand the issue. Insurers assessing claims need timelines, photos and evidence of action. Ombudsmen reviewing complaints look for clear handling records. Tribunals focus on reasonableness and process. In all cases, strong documentation speeds up decisions.
Good records also reduce costs. Less time is spent reconstructing events, fewer professionals are needed to interpret gaps, and issues are less likely to spiral into formal proceedings.
Making Record-Keeping Practical
Record-keeping does not need to be complex. What matters is consistency. Many managing agents use shared digital systems, simple case logs or property management software to store records securely and accessibly.
Key principles include keeping records factual, avoiding emotive language, dating entries and storing everything in one place. Records should be created at the time of action, not reconstructed later.
Good record-keeping is much easier when your systems support it. Manage Your Block, is a great option. By centralising information, it reduces the risk of fragmented records, lost emails or unclear decision trails. Reports, photos, documents and updates can all be stored against a specific case or property area. This ensures that every step is recorded in one place, with clear dates and actions.
By encouraging consistent logging and shared access, Manage Your Block helps turn good record-keeping into a habit. It supports professionalism, accountability and fairness, and helps ensure that disputes are resolved with evidence rather than emotion.
Conclusion
In block management, disputes are unavoidable. Poor records make them worse, while good records make them manageable. Clear records create a shared version of events that reduces suspicion, avoids arguments and speeds up resolution.
