10 Questions to Ask Your Managing Agent

This is the single most important question you can ask. The individual assigned to your block will be your primary point of contact for every issue, from a leaking roof to year-end accounts. Ask to meet them before you sign any agreement.

Find out about their experience, how long they have been with the company, and how many other buildings they currently manage. If the agent cannot name the person who will handle your block, that is worth noting.

Portfolio size directly affects service quality. A property manager responsible for 30 or more buildings will inevitably have less time for each one than a manager handling a smaller number. Ask for a specific number, not a vague answer.

Management fees vary in structure and scope. Some agents charge a flat fee per unit per annum; others charge a percentage of the service charge budget. More importantly, what services are included in that fee and what is charged as an extra?

Common additional charges include attending AGMs beyond one per year, Section 20 consultations, insurance claims administration, and out-of-hours emergency callouts. A clear, itemised fee structure avoids surprises.

Directors need regular, detailed financial information to fulfil their duties. Ask what reports you will receive, how frequently, and whether financial data is accessible through an online portal.

At a minimum, expect expenditure reports, budget versus actual comparisons, aged debtor reports, and year-end accounts preparation.

Service charge funds belong to the leaseholders, not the managing agent. Ask whether client funds are held in designated trust accounts, ring-fenced from the agent's own operating funds. This is a regulatory requirement for agents operating under RICS or similar frameworks, but it is always worth confirming.

Industry accreditations provide a layer of accountability. Membership of The Property Ombudsman, The Property Institute (TPI), or RICS means the agent operates under a code of practice and is subject to an independent complaints process. FCA regulation is relevant if the agent arranges insurance on your behalf.

RMC directors carry personal legal responsibilities for the safety of communal areas. Ask how the agent manages health and safety compliance — fire risk assessments, legionella testing, asbestos management, electrical testing, and lift maintenance. Ask whether they maintain a compliance calendar and a risk register for each building.

Poor communication is the most common complaint in block management. Ask about response times, communication channels (portal, phone, email), and how the agent keeps residents informed about maintenance works, financial matters, and building updates.

The quality and cost of maintenance work depends on the contractors your agent uses. Ask about their vetting process — do they check insurance, qualifications, references, and work history? Do they use local contractors who can respond quickly? Are directors able to suggest preferred contractors?

References are one of the most reliable ways to evaluate a managing agent. Ask to speak with directors of blocks similar in size and type to yours. A reputable agent will have no difficulty providing references and will welcome the opportunity.

When speaking with referees, ask about communication quality, financial transparency, responsiveness, and whether the same property manager has remained in place over time.