Q&A

We have the following insurances in place:

. Professional Indemnity £2m
. Public Liability £2m

The role of the managing agent is to look after the communal parts of the building including the structure, arranging the services, repairs and maintenance, etc. on behalf of the landlord. Under the terms of the lease, the landlord will have covenanted to carry out a number of tasks. It is these tasks that the landlord asks the managing agent to arrange on their behalf.

It is how we provide these services on behalf of the landlord, that we believe differentiates us from our competitors. We pride ourselves on having a much more hands on and visible approach to management. We work on behalf of the landlord and leaseholders to lower your time investment and to give you peace of mind that your monies are being spent appropriately and that our service, in particular our customer service, exceeds expectations.

In accordance with statutory requirements, all of the service charge and reserve/sinking fund monies we hold on behalf of the clients and leaseholders, are held in nominated trust accounts so separate from MKDP’s own funds. We follow RICS rigorous accountancy standards to ensure we are complying with all the accounting regulations.

Yes, we have a complaints procedure. We also belong to the Ombudsman Services: Property Scheme one of the Government recognised schemes.

Your block will have a dedicated property manager and assistant property manager. The team is led by the head of residential management.

Yes; we support our property managers to work towards acquiring the recognised qualification and member exams of the Institute of Residential Property Management and Associated RICS qualification.

This is an example of our service but it can be tailored to meet your requirements

Service Charges

Preparation of the annual service charge budget
Management of expenditure within budget limits
Billing and collection of service charges
Preparation of year end service charge accounts for independent certification
Billing and collection of ground rents
Collection and management of arrears (if solicitors have to be instructed we will charge an additional fee)
Routine payment of invoices

Repair and maintenance

Deal with day to day repairs and maintenance promptly and efficiently using competent contractors
Tender and manage contracts for routine services
Preparation of a ten year maintenance and repair plan (included within our set up fee)
Tender and manage contracts for the maintenance of plant and machinery
Provide an ‘out of hours’ emergency service
Administer basic insurance claims. (Depending on the severity of the issue, we reserve the right to charge an additional fee but this would be agreed with the client and may be covered by the insurance)
The service of s.20 consultation notices

Compliance with legislation and lease terms

Ensure that all management functions are carried out in accordance with current legislation
Abide by relevant Codes of Practice
Ensure compliance with the terms of leases
Deal with any simple breaches in accordance with landlord’s instructions. (if the matter becomes protracted, we reserve the right to charge for the time involved in resolving the issue. this would normally be a charge to the leaseholder involved.)

Health and safety and risk management

Carry out a visual inspection of the common areas of the property usually once a month or as agreed with the client and deal promptly with any issues

Arrange periodic general health and safety and fire risk assessments

Arrange any other risk assessments/statutory testing which may be required to ensure compliance, eg asbestos, fixed wiring, water tanks

Communication with leaseholders

Attend to routine enquiries from lessees

Produce explanatory notes for the service charge budget and year end accounts

Report on significant lessee communications including disputes

Our fees are pre-agreed with our clients but we do not take commissions

Our out of hours service provides direct contact with the property manager who can assist directly with any emergencies, this ensures that the matters to hand a dealt with sufficiently and promptly.

Preferred contractors are used for all works, i.e. gardening, window cleaning, electrical, etc. They have been selected for quality workmanship, speed of response and of course value for money services. We regularly tender service contractors. The combination of our knowledge and the contractors’ experience ensures a reliable, prompt and cost effective service.

The frequency will depend on our management contract but usually we aim to visit at least every six weeks and more often when required with snap site visits. The manager will complete the site inspection using our dedicated block management software which records and reports any issues which are then dealt with when the property manager returns to the office. If there is any serious issue found, this is then then this is dealt with by phone immediately. Any concerns will be recorded and residents can view this on the notice board.

All of the buildings we manage are inspected periodically by an external consultant who completes health and safety and fire risk assessments, as required by law.

No, the buildings insurance policy covers the structure of the building and the landlord’s fixtures and fittings mainly within the common parts but these may include the kitchen cupboards and bathroom fixtures within each flat. You should check with your property manager what the policy covers. These may include wooden floor finishes if these are not original to the block. We would always encourage leaseholders to regularly maintain things such as shower seals, hoses on washing machines, etc to prevent claims and disruption to your neighbours.

Yes you may pay by credit card, debit card, direct debit or standing order with the link we send to you. We do not accept cash under any circumstances.

This will depend on the terms of your lease, but will cover the running costs of the building. This may include on-site staff, communal plant, collection of service charges and preparation of budgets and year-end accounts. It may also include a contribution towards a reserve/sinking fund and our management fee.

We have a robust system in place to recover arrears direct from the leaseholder in breach in accordance with the terms of the lease.

You would need to make an appointment with the property manager to come to our offices during normal office hours and facilities will be made available to you to inspect the invoices and take copies. We reserve the right to charge for the photocopying.

Ground rent is a charge payable to the freeholder. This charge, together with the frequency of payment will be set out in your lease, the contract the parties have signed.