The block management industry is uneven. Some agents are diligent operators; others have been coasting on long-term contracts for years. The difference shows up in a few specific, observable behaviours, and they are visible long before the year-end accounts.
This guide is what we think "good" looks like - and the warning signs that suggest the opposite.
1. They run on a written scope, not a vague relationship
A good agent works to a written management agreement that sets out what is in scope, what is out of scope, what is charged on top and what the service standards are. A bad agent works on "we'll sort it" and bills surprises.
If you cannot find your current management agreement, that is itself a finding.
2. They produce year-end accounts on time
The lease almost always requires year-end service charge accounts within six months of the year end. A good agent meets this routinely. A poor agent runs two years behind and budgets by copying last year's figures.
3. They run Section 20 properly
Section 20 done well takes specification, tendering, written responses to observations and clear records. Done badly, it is a templated three-page notice with two thin quotes attached. The first builds leaseholder trust; the second creates Tribunal exposure.
4. They have a written contractor list - and use it
A good agent maintains a list of approved contractors with current public liability cover, accreditation evidence and rate cards. They rotate work, get competitive quotes for non-trivial jobs, and have a fallback if a contractor underperforms.
A poor agent uses the same contractor for everything regardless of suitability, often because of an inherited relationship.
5. Compliance is a system, not a fire drill
FRA, EICR, asbestos, water hygiene, lift LOLER, firefighter lift checks, fire door inspections - these are calendar items, not crises. A good agent has a compliance tracker showing what is due, what has been done, and what is overdue. They do not wait for the insurer to ask before they fix something.
6. Transparent insurance arrangement
A good agent will tell you, in writing, who the insurer is, what cover is in place, what the broker fee is, and what commission (if any) they receive. They will also welcome you sense-checking the premium against the market every couple of years.
A poor agent will deflect on commission disclosure or quietly renew the same policy year after year.
7. Reasonable response times
There is no magic SLA, but reasonable working assumptions:
- Emergencies acknowledged within an hour, on site within four hours
- Routine repairs raised within two working days
- Routine emails answered within two to three working days
- Insurance claims acknowledged within one working day
Better agents publish their response targets and report against them.
8. They turn up
Site inspections are basic and frequently neglected. A good agent inspects the block at least annually and produces a written condition report. Better agents inspect quarterly. The biggest reactive maintenance bills usually come from blocks where no one has set foot in months.
9. The right professional structure
A good agent belongs to a government-approved redress scheme, which is a legal requirement for property agents, and where the agent holds client money it must also belong to an approved client money protection scheme. Beyond that, professional body membership is voluntary: The Property Institute (formed from the merger of ARMA and the IRPM) is the sector body, and some managers hold RICS membership. Ask for the scheme name and membership number and check it on the scheme register, and ask for evidence of professional indemnity cover.
East Valley Block Management Ltd is a member of the Property Redress Scheme (PRS054254), and service charge banking is generally established in the name of the client RTM company, RMC or freeholder rather than retained within East Valley. Always ask any agent for their redress scheme number and exactly how your money will be held.
10. They behave like they want to keep your business
It sounds trivial, but it is the single best signal. A good agent gives you a clear answer when asked a hard question, returns your call, takes notes, follows through. A poor agent treats you like a captive customer because, contractually, you are.
An honest checklist you can use
If you are vetting an agent - or vetting your current one - send them this article and the checklist below. The answers, and how quickly they come back, tell you what you need to know.
11. Warning signs of a poor agent
- Cannot produce a copy of the current management agreement
- Year-end accounts more than 12 months overdue
- No written FRA or one over two years old without explanation
- Cannot evidence Section 20 consultation on recent major works
- Same contractor used for everything, no competitive quoting
- Cannot answer the insurance commission question clearly
- No site inspection in the last 12 months
- No redress scheme number on their correspondence, or one that cannot be verified on the scheme register
- Calls and emails routinely unanswered
12. Comparing agents before you appoint
This article is about what good management looks like once an agent is in place. The separate exercise of running a selection - shortlisting, asking every agent the same written questions, comparing fee schedules line by line, checking credentials and taking references - is covered in detail in our guide on how to choose a block managing agent, which includes a printable 22-point comparison checklist.
If you are already comparing proposals, use that guide rather than a short list of questions here, so that every agent is assessed on the same basis.
Speak to our team about your block
We manage residential blocks and estates across Romford and East London. If this article raised a question about your specific situation, send it across - we will give you a straightforward, plain-English answer.