What to expect of your landlord

As a leasehold property owner, do you know what you can expect of your landlord or managing agent?

Last week, we looked at what is a lease in more basic detail – you can see that blog here – this week we’re going to draw back the veil on what you can expect of your landlord or managing agent ie. the latter refers to a company like us here at Fraser Allen Estate Management. 

I should point out that not all property management agents are the same – however by doing some basic due diligence and asking for testimonials that you are able to follow up via email or a phone call, you should be able to make an intelligent choice. 

The first step in understanding where responsibilities lie is to READ THE CONTRACT OR LEASE. You do need to have an awareness of this so that you are armed with the right information if anything goes wrong. 

The duties of the landlord or managing agent should be clearly written in the contract. These duties are based on the contract, not legislation. Therefore, as someone living in a leasehold property, it is vital to read the small print on the lease contract. 

The law can operate outside of any contract however you have to remember that in taking matters to law, that’s often a civil case which leads to costs for both parties. 

The landlord or managing agent is the person you should contact for any problems with day-to-day repairs and maintenance or any queries about your property.

The basic information you should expect from your landlord or managing agent:

• A clear discussion around the cost of the service change, including insurance, and know when this is due. You should also ask about any possible rises in those costs.
• A clear discussion about your responsibilities under the contract – it might not be quite what you think…
• A clear discussion about what they will pay for when it comes to building repairs and maintenance
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• Gardening – often the landlord and managing agent will look after this, especially if the garden space is shared.
• Cleaning of common areas – this is very common so that those shared areas are always spick and span.

These are the very basic requirements. You are much better to check that your landlord or managing agent can provide you with more detailed information and that you can contact them easily at any time with any questions.

What to expect from a good landlord or managing agent.

A good managing agent should have:

Knowledge:

• Of relevant Landlord and tenant law
• A full understanding of the structure and meaning of leases
• Helps you understand your rights and obligations.

A high level of communication:

• Can you contact them easily, at any time? Do they contact you when you have been in touch about a problem? Do you have a variety of ways to contact them, e.g. Phone or email or even an office?
• Are they open to face to face meetings (when safe to do so)?
• Be very wary of those who don’t make it easy to get in touch.

Transparency:

• When detailing and providing accounting processes and pricing structures.
• Give you access to end-of-year accounting
• Supports you and your fellow leaseholders, ensuring that service charge money is spent wisely.
• Are willing to discuss costs and rises in costs in an adult and unemotional manner.

Good response times:

• Responding in a swift and timely manner shows a level of care.
• Do you matter to them as a resident and does your home matter to them?

A commitment to customer care:

• Has an awareness of the requirements and wishes of flat owners been taken into account.

Compliance with relevant standards and codes of practice

An independent complaints procedure

Organised health and safety checks, including fire risk assessments and notice of when these are going to happen (unless something unexpected occurs)

Owning a leasehold property where you have a good relationship with the landlord or managing agent makes life run much smoother.

This is why our customer service is so important to us at Fraser Allen and we’ve already won awards for this. We pride ourselves in keeping open communications
with our clients.

If you’re unclear about something, ask your landlord or managing agent, and keep prompting for answers if you don’t get them.

If you feel the management agent appointed by your landlord is poor, ask for a meeting to discuss it and have evidence at your fingertips at that meeting. That could include dates, times, notes of conversations, photographs or even video evidence. It takes a lot of effort for a landlord to change their supplier so the reasons have to be based in fact and lived experience. Do not rely on just ‘not liking’ someone.

There are links on our website where you can find more information if you have questions about how your property is being managed.