How can block managers assist leaseholders with service charge complaints?
Leaseholders left in the dark
It’s no surprise to a block manager that many leaseholders might not understand what their service charge is paying for. Complaints about the quality of service they receive are relatively commonplace, and it’s rare that leaseholders’ gripes relate to the service they are being provided.
Leaseholders complaints, for instance, often include finding it difficult to contact their management companies. These managing agents can often be over-burdened by repeat calls for the same issues from various leaseholders. While leaseholders may just want an open ear to air their grievances, their difficulty in making contact can leave them feeling a bit in the dark.
In fact, many leaseholders largely believe their service charge is unfounded. Why? Well, simply because they find it difficult to contact their block management company.
If leaseholders feel they are being kept in the dark by what they perceive as radio silence, their trust in their managing agent may falter. Service charge expenditure should always be broken down for leaseholders in the annual budget. However, block managers who ensure that leaseholders feel they have a direct line of communication could strengthen trust and ensure a higher level of client satisfaction all around. It may even boost client retention!
So how can block managers improve their communication?
There’s a myriad of ways for a block manager to be contacted; publish an email address that you can be contacted on and be sure to provide your mobile number. Even consider setting up office hours where leaseholders can come and address concerns in person. Little steps like this will increase leaseholder comfort levels. While they might not actually choose to contact you, they’ll appreciate knowing that they can.
Make a schedule of planned works available to leaseholders so they know what’s coming up. Implementing a well-documented planned preventive maintenance procedure, with a forecast of attendance details that is easily accessible to leaseholders, minimises disruption.
A planned schedule of works gives block managers the ability to warn the residents that maintenance is taking place, allowing them the opportunity to plan around the works. This advance warning and consideration should increase resident satisfaction and make the work easier to carry out.
This can be all done within the Fixflo Block software as one of its key features is that it allows managing agents to set up the PPM schedule for each of their blocks. Once this has been done the system will automatically engage contractors at dates pre-set by the agent to action PPM service events.
Invest in software that allows you to contact multiple people at the same time. Developing the ability to impart mass information to large groups of people ensures that all leaseholders are equally informed. With Fixflo Block’s broadcast functionality, managing agents can send out messages to occupants as well as official leaseholder communications.
Invite your leaseholders to advise you as to how they’d prefer to be contacted when getting in touch about informal matters; some people will prefer snail mail, others mobile or email updates. Treating all your leaseholders like individuals is the best way to make them feel respected and valued. What better way to increase their appreciation of you, and the service charge!
Alongside your annual general meetings, consider holding more informal events to track budgets and forecast, take input on pending redecorations, and generally build community spirit and a feeling of involvement. A little in-person contact goes a long way to building trust with leaseholders and ensuring their satisfaction with your level of service.
To find out more about the Fixflo Block software, please click here or alternatively book your free demo by clicking here.
