What Questions Should You Ask a Managing Agent?

Choosing the right managing agent is one of the most important decisions for any residential property, whether you are part of a Residents’ Management Company (RMC), Right to Manage company or Freehold ownership structure.

A good managing agent can help keep your building safe, compliant and financially well managed. A poor one can lead to communication issues, rising costs, unpaid service charges and frustrated residents.

Before appointing a property management company, it is important to ask the right questions. Doing so can help you understand how they operate, what level of service they provide and whether they are the right fit for your development.

Are You a Member of Any Professional Trade Bodies?

One of the first questions to ask is whether the managing agent belongs to a recognised professional body. Membership of organisations like the Royal Institution of Chartered Surveyors (RICS), ARMA or IRPM can show a commitment to professional standards and ongoing training.

It's also worth asking whether the company follows a recognised code of practice and whether they can provide a copy of any standard procedures or compliance policies they work to.

How Are Service Charge Accounts Managed?

Clear financial reporting is a major part of successful residential management. You should ask:

• How often are service charge accounts issued?
• Are budgets and expenditure clearly broken down?
• How are reserve funds managed?
• How are unexpected costs handled?

A professional managing agent should be able to explain their accounting process clearly and provide transparent reporting to leaseholders and directors.

How Do You Deal with Unpaid Service Charges?

Unpaid service charges can quickly create problems for a residential property, especially where maintenance, insurance or compliance costs still need to be covered.

Ask the managing agent how they deal with unpaid service charges and whether they have a structured arrears process in place.

It's important that they can handle these situations professionally while also protecting the greater interests of the building and leaseholders.

What Is Included in Your Management Fee?

Not all management services are included within a standard contract, so it's important to understand exactly what is covered within the management fee.

You may want to ask:

• Are site visits included?
• Are meetings included within the fee?
• Are there additional charges for major works?
• Are compliance inspections included?
• Is out of hours emergency support available?

Understanding this from the start can help avoid confusion or unexpected costs later on.

Who Will Be Managing Our Property?

Some companies operate through large departments, while others provide a dedicated property manager.

Ask who your main contact will be and whether direct contact details will be provided. Having a consistent point of contact can make communication much easier and help issues get resolved more efficiently.

It is also useful to ask how quickly emails and phone calls are typically responded to and whether they provide a 24 hours emergency contact service.

How Do You Handle Maintenance and Compliance?

A reliable managing agent should take a proactive approach to maintenance and legal compliance. Ask how they manage:

• Fire risk assessments
• Legionella compliance
• Health and safety obligations
• Contractor management
• Planned maintenance

You should also ask whether they help identify potential long term maintenance issues before they become more serious and costly.

How Are Lease Breaches Handled?

Occasionally, issues arise involving anti-social behaviour, alterations or a breach of their lease by a resident or leaseholder.

Ask how the managing agent approaches these situations and whether they have clear procedures for enforcement, communication and dispute resolution.

An experienced property management company should be able to deal with sensitive matters professionally and consistently.

Can You Explain Your Handover Process?

If you are switching from another managing agent, understanding the handover process is important.

Ask how they obtain existing documentation, transfer service charge monies and communicate with residents during the transition.

A structured handover process can help minimise disruption and ensure nothing important is missed.

Choosing the Right Managing Agent

A managing agent plays a key role in the long term success of any residential property. Asking the right questions early can help you choose a company that offers transparency, professionalism and reliable support.

At Southdown Estates, we provide tailored residential management services across East Sussex, working closely with directors, freeholders and leaseholders to keep developments safe, compliant and well managed.

If you are reviewing your current property management company or looking for support with residential management, contact our team today to discuss your requirements.