By Robert Howell, Head of Block & Estate Management at Watsons Property
Choosing a managing agent is not only about finding someone to collect service charges and arrange repairs.
For Resident Management Companies, Right to Manage companies and leaseholder directors, the right appointment can shape how a development is run day to day. It can affect communication, maintenance planning, contractor oversight, budgeting, resident confidence and the way decisions are followed through.
Cost will always matter. But it should not be the only question.
A lower management fee can quickly feel expensive if communication is poor, contractors are not properly managed, budgets are unclear or directors feel they are constantly chasing for updates.
The seven questions below are designed to help directors assess a potential managing agent and clarify what their own development needs before making an appointment.
1. What experience do they have with similar developments?
Not every residential block or estate needs the same style of management.
A small converted building, a modern apartment block, a mixed-use development and a larger private estate can all bring different requirements. The right managing agent should understand the type of development, the ownership structure, the expectations of residents and the practical issues that are likely to arise.
Ask:
- Do they manage similar blocks or estates?
- Do they work with RMCs and RTM companies?
- Do they understand leaseholder-led decision-making?
- Can they explain how they would approach your specific development?
The aim is not to find a generic answer. It is to understand whether they can manage the type of property, people and responsibilities involved.
2. Who will directors and residents actually deal with?
A managing agent may look strong on paper, but the day-to-day relationship often depends on the people assigned to the development.
RMC and RTM directors should be clear about who their main contact will be, how communication will be handled and what happens if that person is unavailable.
Ask:
- Who will be the main property manager?
- How many developments do they manage?
- Will residents contact the same team?
- How are urgent issues escalated?
- How often will directors receive updates?
Good management relies on clear accountability. Directors should know who is responsible, how to reach them and how issues move from report to resolution.
3. How are repairs and maintenance followed up?
Repairs are one of the most visible parts of block management.
Residents often judge the managing agent by how well maintenance issues are handled: how quickly they are acknowledged, how clearly updates are given and whether the work is followed through properly.
Ask:
- How are repairs reported?
- How are priorities assessed?
- How are contractors selected and instructed?
- Who checks that work has been completed?
- How are directors kept informed?
- What records are kept?
The important point is not only whether an agent can arrange a contractor. It is whether they have a process for managing the issue properly from start to finish.
4. How do they approach service charge budgets?
Service charge management is one of the areas where clarity matters most.
Directors need confidence that budgets are prepared carefully, explained clearly and monitored throughout the year. Residents need to understand what they are being asked to pay for and why.
Ask:
- How are annual budgets prepared?
- What information is used to forecast costs?
- How are increases explained?
- How are reserve funds considered?
- How often is spending reviewed?
- How are directors alerted to pressure on the budget?
A good managing agent should be able to explain the thinking behind the numbers. Budgeting should not feel like a document that appears once a year and disappears until the next cycle.
5. How do they communicate with leaseholders and residents?
Strong communication can make the difference between a well-run development and one that feels difficult to manage.
Residents may not need to know every operational detail, but they do need clear information when works are planned, costs change, access is needed or issues affect the building.
Ask:
- How are residents updated?
- What communication channels are used?
- How are complaints or repeated concerns handled?
- How are directors supported with difficult messages?
- How is communication recorded?
For RMC and RTM directors, this matters because they are often residents themselves. They need an agent who can communicate professionally, consistently and calmly.
6. How do they support long-term planning?
Good block management should not only deal with today’s issues.
Buildings need ongoing attention. External areas, roofs, communal systems, decoration, health and safety requirements, insurance, contractor performance and future works all need to be reviewed over time.
Ask:
- How do they identify future maintenance needs?
- Are site visits properly recorded?
- How are larger works planned?
- How are contractors reviewed?
- How are directors advised when decisions need to be made?
- How do they help avoid reactive management?
A managing agent should help directors understand what needs attention now, what may be needed later and what should be planned before it becomes urgent.
7. How will the handover be managed?
Changing managing agent can be a positive step, but the handover needs to be handled carefully.
Poor handovers can lead to missing documents, unclear contractor arrangements, resident confusion, budget questions and delays in dealing with existing issues.
Ask:
- What information will they need from the outgoing agent?
- How will residents be informed?
- How will contractors and suppliers be reviewed?
- How will service charge and financial information be checked?
- How will outstanding issues be picked up?
- What will happen in the first 30, 60 and 90 days?
The early stages matter. A clear handover helps the new agent understand the building, the people involved and the priorities that need attention first.
The best question: how will this work in practice?
A good managing agent should be able to answer more than “what services do you offer?”
They should be able to explain how they work.
How issues are reported. How decisions are recorded. How directors are updated. How residents are communicated with. How budgets are prepared. How contractors are managed. How a development is looked after beyond the urgent repair or next meeting.
For RMC and RTM directors, that practical detail matters.
You are not only appointing a supplier. You are choosing the team that will help support the running of your building or estate.
How Watsons can help
Watsons works with Resident Management Companies, Right to Manage companies, freeholders and developers across residential block and estate management.
Our role is to provide practical, experienced management support that helps directors make informed decisions, keep residents updated and manage the day-to-day responsibilities that come with residential developments.
Every building is different, so the first step is to understand the development, the current management position and the priorities of the directors or client.
Speak to Watsons’ Block & Estate Management team about appointing a managing agent.
Contact Us
For further information on the current property market and ongoing legislation changes, or to speak with one of our experts, please email the following:
- Property Management:management@watsons-property.co.uk
- Lettings: letting@watsons-property.co.uk
- Valuation & Survey Team: survey@watsons-property.co.uk
Or call us on 0333 220 1234
