Your Frequently Asked Questions

Your Block and Estate Management questions answered! 

Welcome to our informative resource on Frequently Asked Questions about Block and Estate Management.

What are service charges?

Service charges are levied to recover the costs they incur in providing services to a block or estate. The way in which individual service charges are organised is set out in individual leases. The charges cover the cost of general maintenance and repairs, insurance of the building and, where the services are provided, lifts, lighting and cleaning and maintenance of communal areas etc. 

Why do I have to pay a service charge and what will happen if I don’t? 

You have to pay your service charge because it is one of the terms of your lease which is legally binding. Therefore, if you do not pay it will end in legal action being taken against you. As trustees of your service charge fund, we too are legally bound to ensure that those who should, pay their service charge. It is also crucial for us as your Managing Agent that service charges are paid on time to ensure that sufficient funds are available to continue with the services we provide. 

What happens if I’m having difficulties paying my service charge?

It is important that you contact a member of our team as soon as you possibly can, so we can try our best to arrange a solution. 

Where do you hold client money for things like service charges or reserve funds?

We hold all service charges and reserve fund monies in dedicated Client Trust Accounts, in line with Section 42 of the Landlord & Tenant Act 1987 with the protection of RICS client money protection. 

Reserve funds are ringfenced separately from service charges and any interest received goes directly to leaseholders. 

How often do you collect service charges?

Service charges are collected in line with the covenants of your lease (so can vary slightly from client to client) but in every case we use a step-by-step process to request and chase payments. 

When do you issue Service Charge Accounts?

We typically issue service charge accounts between 3-6 months after the year-end. Occasionally this can take longer (for example, if we took over the management of your block part-way through a financial year and are waiting on information from the previous managing agent). If that is the case, we’ll issue an S20b notice (in line with the Leasehold and Tenancy Act). This notice will advise you of the delay, list the expenditure to date, and set a deadline by which we expect to have the final accounts ready. 

Which payment methods do you accept for service charges?

You can pay service charges, or other fees, at any time of day or night online via the Watsons website. Alternatively, you can pay by bank transfer, cheque, or pay by link services. 

I want to ask a question about my service charges. Who should I contact?

We are pleased to provide you with the right information about your service charges. This includes details about how the service charge has been calculated, if there are any variances from the previous year (along with an explanation as to why), and exactly how the money you pay has been spent. 

Why do I need a managing agent? 

Unlike buying a freehold property where you are wholly responsible for the upkeep and maintenance of the buildings and gardens when you become a leaseholder you and your neighbours have a shared responsibility for maintaining and repairing common areas. Therefore, Block & Estate Management is required to ensure that these communal obligations are carried out and the terms in your lease are met. 

What do Watsons do for us?

This varies from one development to another dependent upon the terms and conditions agreed upon appointment but will usually consist of a core service charge package, an agreement to maintain the communal areas of the building, and company secretary duties. If you contact our Customer Contact Team, they can talk you through the service we provide. 

Which property management industry bodies is Watsons accredited with?

Watsons is accredited by the RICS (The Royal Institution of Chartered Surveyors) and IRPM (Institute of Residential Property Management). 

To gain accreditation with these industry bodies, we have demonstrated that Watsons complies with rigorous standards and a strict code of conduct, including; 

  • Open accounting and straight dealing 
  • High levels of customer care 
  • Positive references from block residents 

You also get the peace of mind that your money is protected (via RICS Money Protection Scheme) and our work is audited by an independent regulatory panel. 

How can I contact my Property Manager?

You can call the Customer Contact Centre between 9am – 5:30pm Monday to Friday. They will deal with any immediate queries and they can pass messages to the relevant Property Manager for your site, as they may be attending a block when you call. Alternatively, you can email Watsons on management@watsons-property.co.uk and our property team will respond. You can also report a maintenance problem via the online client portal accessible through the Watsons website.

What qualifications do your property managers have?

Our property managers are affiliates of IRPM (Institute of Residential Property Management), with some qualified at Associate level and others at Member level. 

How often do you make site visits?

Our property managers will usually try and visit the blocks that they manage at least once every 4-12 weeks dependent on the size of the site and the management agreement in place. 

Who can I contact to request emergency repairs to a part of the building?

Obviously in the event of a real emergency, such as fire or flood, please contact the emergency services by dialing 999. 

If something has happened to the inside or outside of your block that makes it unsafe or unusable, then please contact us as soon as possible.  

More Questions...

Where can I get a copy of the buildings insurance for my flat?

You can find a copy of your buildings insurance certificate by logging into the client portal on the Watsons website. Alternatively, feel free to contact us by phone or email to request a copy.

Can I claim for damages or repairs on the buildings insurance for my flat?

Possibly, depending on the terms of the policy for your flat and the cost of the claim compared to the excess that would automatically be payable. We can put you in touch with the relevant insurance company or broker, if Watsons has set your insurance. Sometimes this is arranged through the freeholder or management company.

Where can I get hold of a copy of the lease for my flat?

If you own the flat, then you would have received and signed a copy of the lease at the time you purchased the property. This is a legal document and should be kept safely. However, we know that sometimes things get lost. If you have misplaced your lease and need to get hold of a copy you can either buy one from the Land Registry, or request a copy from us. We make a charge of £50+VAT for this.

What are major works?

Major works are just that; significant undertakings of work to maintain, update or repair the fabric of your building. They are major in scope and usually can prove expensive too.

Major works usually include things like:

  • Replacing the roof
  • Internal or external redecoration
  • Lift replacement or refurbishment
  • Re-carpeting
  • Installing a new security system

Who chooses the suppliers and contractors that work on my block?

Watsons have a maintenance team who are able to provide quick responses to urgent site issues such as broken door handles, algae collecting on paths or mud in communal hallways. Our trades people are familiar with our sites and our clients – enabling them to deal with maintenance issues quickly and effectively. We have also built up an approved panel of suppliers who have all been selected based on their ability to work cost-effectively and meet our strict service level agreements.

Most of the suppliers on this panel come by recommendation and many of them are local. We take care to build good working relationships with each and every one. They are all vetted thoroughly and are all required to provide insurance and health and safety information. If they don’t meet legislative requirements, they don’t make the list!

If you would like to recommend a supplier, then please do. We are happy to connect with them too and discuss adding them to the panel.

How often do you review suppliers and is there a tendering process to ensure competitive pricing?

We review contractor costs annually and constantly monitor the performance and price of our suppliers throughout the course of the year. We are old hands at negotiating too, so will always secure the best price for the job.

The roof of my flat has been damaged in a storm. Who can I contact to arrange repairs?

If your block is signed up to our emergency contact service, then please contact 01603 226500 and we will respond to the emergency.

I have lost the security key for the front entrance. Can I get a replacement?

Yes you can! Please contact us and we’ll arrange for a replacement. There will be a charge for this, which we will confirm once we know which block you live in. Costs vary depending on the type of key and the security system in question. You will need to make payment before the new key will be released. If you ever see anyone behaving suspiciously in or around your block, please call the police.

My contact details have changed. Who do I tell?

Email addresses and contact numbers are really important to us as we may need to contact you about an emergency or just update you on events. Call or email us with any changes, please. We will ask you to confirm your contact details with us when you ring so we are checking the information we hold for your call before responding to your query.

How do you ringfence reserve fund monies so they’re not spent on the wrong client or project?

We hold all service charges and reserve fund monies in dedicated client accounts, in line with Section 42 of the Landlord & Tenant Act 1987.

Reserve funds are ringfenced separately from service charges and any interest received goes directly to leaseholders.

Someone else keeps parking in my allocated parking space. What can I do?

Bad parking, lack of parking and the use of other people’s allocated spaces is an all too common cause of neighbourly dispute.

Before you march angrily round to your neighbours or put notes on windscreens, we always advise that you first just check the terms of your lease to see what it says about the parking arrangements for your block.

Of course, if your flat comes with a dedicated parking space (and this is specified in your lease) then you are completely within your rights to politely ask your neighbours not to use the space, provided you feel safe/comfortable doing so.

If you continue to have a problem, then please let your Property Manager know, so that we can help you to resolve the issue. It could be that we need to send a reminder to all residents in the block, put up private parking signage or increase/put in place car parking control.

Here For You...

We have experience in managing property for a variety of clients: private freehold investors, national developers, Residential Management Companies and Right to Manage Companies. Our team manage small blocks with simple service charge calculations right through to large developments with complicated multi-schedule service charge apportionment.

Our experienced block managers comply with the Royal Institute of Chartered Surveyors (RICS) Service Charge Residential Management Code.

At the start of each financial year, we prepare a comprehensive estimate of the likely expenditure on your property. At the end of the year, we produce an end of year statement of actual costs, so you know exactly where things stand. Service charges are part of leasehold living. 

Charges collected by Watsons are used to pay for things like insurance and taking care of the communal areas in your property as well as holding reserves for unexpected works that could occur during the year.

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PLEASE NOTE

Our Offices Will Be Closed Over the Festive Period From the 25th December 2024 - 2nd January 2025​

For out of hours contact/emergencies please see information below:

  • For Tenants/Landlords – Please call our main lettings number – 01603 751555 – and follow the instructions. These instructions will provide you with an out of hours contact number, plus the number of an emergency plumber.
  • For Leaseholders – Please call our main Block & Estate Management number – 01603 226500 – and follow the prompts. Listed are numbers for various contractors, depending on the type of emergency.

From all of us at Watsons, - Have a Merry Christmas and Happy New Year!​