Who appoints the managing agent?

Whoever holds the management obligations under the lease, usually the freeholder, a resident management company or a Right to Manage company. The directors of an RMC or RTM company make the decision for the company.

Do managing agents have to belong to a redress scheme?

In England, agents carrying out residential leasehold management work for a landlord must belong to a government-approved redress scheme. Westbridge is a member of The Property Ombudsman.

What should be included in the management fee?

Agreements vary, so ask for a clear list. Core services usually include budgeting, collection, accounts, inspections, routine repairs and contracts, compliance management and reporting, with major works and some specialist services often priced separately.

How many buildings should a property manager look after?

Enough to be efficient while still knowing each building well. Ask any agent how many buildings your property manager would have and how often they would visit.

What a Managing Agent Does

A managing agent runs the day-to-day management of a block of flats on behalf of whoever holds the management obligations, usually a freeholder, a resident management company (RMC) or a Right to Manage (RTM) company. The board keeps oversight and makes the key decisions; the agent provides the expertise, the systems and the time. This guide sets out what an agent does and what good looks like, to help boards choose well.

The core services

Finance

Preparing the annual service charge budget and explaining it to leaseholders
Issuing demands with the required statutory information, and collecting service charges and ground rent where instructed
Paying contractors and suppliers once work is confirmed
Holding service charge money on trust in a separate client account
Preparing year-end service charge accounts promptly
Planning and reporting on the reserve fund

Maintenance and repairs

Regular site inspections, with reports and photos
Arranging cleaning, gardening, lift maintenance and other contracts
Responding to repairs, diagnosing the cause and appointing the right contractor
Planning and managing major works, including Section 20 consultation

Compliance and safety

Fire risk assessments and the actions arising from them
Health and safety, asbestos management, water hygiene and electrical testing in the common parts
Fire door checks and other duties under the Fire Safety (England) Regulations 2022 where they apply
Support for Accountable Persons in higher-risk buildings
Buildings insurance administration and claims

Communication and governance

A named property manager who knows the building
Clear, prompt responses to leaseholders and residents
Regular reports to the board, and attendance at meetings and AGMs
Company secretarial support for RMC and RTM companies where required
A clear complaints procedure and membership of a redress scheme

What good looks like

Most agents list similar services. The difference is in how they are delivered. A good agent:

Knows the building. Property managers look after a manageable number of buildings and visit on a regular schedule.
Understands construction. Problems are diagnosed properly, so the right repair is done first time.
Chooses contractors on merit. Contractors are independent, selected for quality and fair price, and any commission is disclosed in full. Westbridge's service is commission-free.
Inspects before paying. Work is checked against what was agreed before the invoice is approved.
Tracks compliance to completion. Actions from fire risk assessments and other surveys are followed through, with progress reported.
Is transparent with money. Budgets explain every line, accounts arrive on time and the reserve fund is linked to a maintenance plan.
Stays close to residents. People know who to contact, get regular updates and are asked for feedback.

Standards and redress

In England, agents doing residential leasehold management work must belong to a government-approved redress scheme, under the Redress Schemes for Lettings Agency Work and Property Management Work (Requirement to Belong to a Scheme etc) (England) Order 2014. Residents can take unresolved complaints to the scheme. Westbridge is a member of The Property Ombudsman.

The RICS Service Charge Residential Management Code, now in its fourth edition (effective from 7 April 2026 and approved by the Secretary of State), sets out good practice for managing residential leasehold property in England. Ask any agent you are considering how they apply it.

How the board and the agent work together

The best results come from a clear partnership. The board sets priorities, approves budgets and major decisions, and keeps oversight; the agent carries out the day-to-day management, brings expertise and reports clearly. A short management agreement schedule setting out who decides what, the spending limits the agent can approve, and how often the board will receive reports avoids confusion and keeps decisions quick.

Many boards find a regular rhythm works well: a written report each quarter covering finance, maintenance, compliance and resident feedback, a meeting or call to discuss it, and an annual review of the budget, the planned maintenance programme and the agent's own performance. Asking residents for feedback through an annual satisfaction survey gives the board an independent view of how the building is run.

The first months with a new agent

A good start sets the tone for the whole relationship. In the first few months, expect the new agent to collect and reconcile funds and records from the previous manager, inspect the building thoroughly, review every contract and compliance record, introduce the property manager to residents, and present the board with a clear report on the building's condition, finances and priorities. That report becomes the baseline against which progress can be measured.

Questions to ask a prospective agent

Who will manage our building, and how many buildings do they look after?
How often will you inspect, and what will the report include?
How do you choose contractors, and do you receive any commission or other payment from them?
How do you check work before paying for it?
What is included in the management fee, and which services are charged separately?
How is client money held and reported?
How do residents report issues and follow progress?
Which redress scheme do you belong to?
Can we see a sample board report and a sample set of year-end accounts?
How will you handle the handover from our current arrangements?

Making a change

If your board is ready for a new agent, our guide on how to change your managing agent explains notice, consultation and handover. Our switching page explains how we manage the transition, and our guide for RMC directors covers the board's own responsibilities.

Westbridge Block Management brings years of construction and renovation experience to block management, selects the best independent contractor for each job at a fair price, commission-free, and inspects work before invoices are paid. Expert in buildings, close to people. See our services or request a free building review.

What a Managing Agent Does (and What Good Looks Like)