An agent we like has offered us a reference from one of their clients. Is one enough, and what should we actually ask? We are conscious they will only put us in touch with someone who will say good things.
Ask for at least two references from developments genuinely comparable to yours in size, age, structure and complexity, and ask to speak to a company director rather than a contact the agent selects for being agreeable. Put the same questions to each: responsiveness, whether the named property manager has changed, clarity of budgets, reliability of year-end accounts, how the last significant repairs were handled, unexpected charges, how disagreements were resolved, and whether they would appoint the firm again. Run public checks alongside the calls, including Companies House filings, the redress scheme register and published First-tier Tribunal decisions. An agent that cannot produce a comparable reference has told you something about their experience.
Every agent has a client who will speak well of them. The value of a reference comes from comparability and from asking the same questions across more than one source. Ask for two, from developments similar to yours in unit count, tenure structure and complexity, and ideally one where something went wrong.
A reference from a 10-flat block tells you almost nothing about managing a 140-home estate with communal grounds and a district heating system, and the reverse is equally true. Specify what you want: similar size, similar age and construction, similar structure (RTM company, RMC, share of freehold or freeholder-managed), and ideally in a similar area.
If the agent cannot produce a comparable reference, that is useful information about their experience with buildings like yours.
Ask to speak to a company director or the chair, and ask how long they have held the role. A director who has been in place through a full budget cycle, a set of year-end accounts and at least one significant repair has seen enough to be useful.
The last question is the most productive. People who will not criticise an agent will often answer it honestly.
An agent may decline on confidentiality grounds, or offer only a written testimonial. Ask whether they can approach a client for permission. A firm with satisfied clients of your building type can usually find two who will take a ten-minute call. Persistent evasiveness on this point is a finding, not an inconvenience.
Keep the answers in the same grid you use for the rest of your comparison, so that references sit alongside fees, credentials and the draft agreement rather than being remembered as a general impression.
References are only as good as their comparability and consistency. Two comparable buildings, the same questions, and one honest closing question will tell you more than a page of testimonials.
Accepting a single reference
One favourable client proves very little on its own.
Taking a reference from a dissimilar building
Size, structure and complexity drive the management experience.
Speaking only to the agent's nominated contact
Ask for a director, and ideally for a second reference you have specified.
Asking only open, general questions
Specific questions about accounts timing, manager turnover and unexpected charges produce usable answers.
Skipping the public checks
Companies House, the redress register and published tribunal decisions are free and quick.
Most questions on this topic are management questions rather than legal ones, and the two are worth separating. A managing agent can tell you how something works day to day and what it will cost. A solicitor tells you what your rights are and how a Tribunal is likely to view them.
East Valley Properties provides management expertise, not legal advice. Where a matter turns on the wording of your lease or on formal proceedings, we will say so and work alongside your solicitor.
The official material behind this guide. We summarise it in plain English rather than reproducing it.
Filing history and accounts for the agent's legal entity.
Membership register and complaints route.
The other government-approved redress scheme for property agents.
Published residential property decisions, searchable by party.
We manage small and medium residential blocks across Greater London and Essex from our Romford office. Fixed fees, no insurance commissions, and directors deal with us directly.
Answered by Romain Maillard - Director, East Valley Properties
Affiliate member of The Property Institute
Romain manages residential blocks and estates for RTM companies, residents' management companies, share of freehold developments and freeholders across East London and Essex.
Published · Updated
Based on the legislation and official guidance cited on this page.
General property management information, not legal or professional advice. Where a decision depends on an individual lease, building, dispute or technical assessment, obtain specialist advice. See our editorial standards.
This answer has been anonymised. Personal details, addresses and company names have been removed. Guidance is general and does not replace advice from a solicitor or surveyor on your specific block. East Valley Properties is a managing agent, not a firm of solicitors or legal advisers.
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