Category: Featured Articles

Major works in leasehold flats can have a profound impact on the lives of residents, spanning from financial implications to emotional stress and the overall sense of community.

These significant renovations or repairs, often involving the building’s structure, systems, or common areas, carry far-reaching consequences that extend well beyond the physical changes to the property.

The effects can be both positive and negative, leaving a lasting imprint on the residents’ daily lives, financial well-being, and relationships.

One of the most immediate and tangible effects of major works on leasehold residents is the financial burden it places on them. Leaseholders are typically required to contribute towards the costs of major works through service charges, which can sometimes be substantial.

These charges cover expenses related to planning, execution, and management of the project, and can vary widely depending on the complexity and scope of the work. For some residents, particularly those on fixed or limited incomes, the financial strain can be overwhelming, causing stress and anxiety about their ability to cover these unexpected expenses.

Furthermore, major works can disrupt the lives of residents in significant ways. Construction noise, dust, and limited access to certain areas of the property can lead to disturbances and inconvenience. Residents may find it challenging to maintain their daily routines, especially if the works involve the building’s common areas like hallways, elevators, or shared amenities. The disruptions can also lead to concerns about safety and security, as unfamiliar workers and contractors enter the premises.

The emotional impact of major works on leasehold residents should not be underestimated. The sense of home and comfort that residents associate with their flats can be disrupted by the upheaval caused by construction activities. Feelings of frustration, helplessness, and a lack of control over their living environment can arise. Residents might also experience a sense of isolation as they navigate these changes, as community spaces may be temporarily unusable, and the usual interactions with neighbours may be disrupted.

On the flip side, major works can also foster a sense of community and shared experience among residents. Facing a common challenge can bring neighbours together, as they share their concerns, coping strategies, and mutual support.

This shared experience can lead to the formation of bonds among residents who might not have interacted much before the major works began. Community meetings held to discuss the progress of the works can provide a platform for open communication and collaboration, which may contribute to a stronger sense of belonging among residents.

In some cases, major works can even enhance the value and appeal of leasehold flats in the long run. Upgrades to common areas, improved energy efficiency, or modernised amenities can make the property more attractive to potential buyers or tenants. This could potentially lead to increased property values and a better living environment for residents in the future.

However, it’s important to note that the immediate benefits of major works may not always outweigh the challenges and inconveniences faced by current residents during the renovation process.

In conclusion, major works in leasehold flats can have a multi-faceted impact on residents. Financial burdens, disruptions to daily life, and emotional stress are among the challenges that residents might face as their living environment undergoes significant changes. At the same time, major works can also serve as a catalyst for community bonding and enhance the property’s long-term value.

Striking a balance between the short-term challenges and the potential long-term benefits is crucial for both residents and property management alike. Open communication, empathy, and effective planning are essential to mitigate the negative effects and create a smoother experience for all parties involved.

Latest news from Fraser Allen Estate Management

Entrepreneur Jodie Fraser, the founder and CEO of Fraser Allen Estate Management, has been shortlisted for the Property Personality of the Year Award at the South West Property Awards 2023.

The awards, which have been run by Insider Media for the last 16 years, celebrate the region’s most outstanding agencies, construction firms, developments and deals. They are judged by independent, regional experts in the field.

Jodie, 39, founded Fraser Allen Estate Management in 2016 and is already a multi-award- winning entrepreneur, having won numerous accolades including the Pandemic Response Award (awarded by industry body News On The Block) The company has expanded across the South West, establishing offices in both Bristol and Cheltenham, and Jodie has made her life near Bristol. She says she’s delighted to be acknowledged by the Awards panel.

“Being shortlisted for Property Personality of the Year is not just an acknowledgment of what I’ve achieved, but a recognition of the passion, dedication, and innovation that drives myself and my team to shape the future of property management,” she said. “I am incredibly grateful for this honour and would like to thank Insider Property Awards for this recognition.”

Jodie’s team are experts in block management and look after a blocks of flats in Bristol and across the South West. They have also recently expanded into the West Midlands. An important part of her approach is an understanding that the buildings they manage are not just bricks and mortar, but people’s homes. Her drive has consistently been to understand what people need from the properties that Fraser Allen manage so that residents feel safe, secure and at home. Jodie and her team have gained a reputation for genuinely caring about the clients and residents they look after and it’s just one aspect of a company and personal ethos that makes Fraser Allen stand out in a competitive block management sector.

Four other regional contenders sit alongside Jodie on the shortlist for Property Personality of the Year category. The winner will be revealed at a prestigious black-tie awards dinner at the Marriot Hotel in the centre of Bristol on Thursday October 12.

To find out more about Fraser Allen Estate Management, visit: https://www.fraserallenem.co.uk

Written by Jodie Fraser & Louise Hunt-Skelley PLY

Introduction

The concept of inclusivity extends beyond mere accommodation; it involves creating environments that allow all individuals, regardless of their abilities, to fully participate and engage with their surroundings just as non-disabled people do. The difference is that this may just take a little more thought an effort, but the result of this, can be truly life changing, allowing that individual to live a fully independent life. We must remember that accessibility refers to how easy it is for everyone, (not just those with disabilities), to use a service or product. Accessibility acknowledges that all human beings are different, and that designing, in this case homes for people, should be done with the aim to be usable by all, to the greatest extent possible.

In Bingo Street Casino withdrawal time the realm of housing, particularly in apartment buildings, the importance of designing spaces that cater to the needs for disabled people with physical, invisible, or neurodivergent disabilities cannot be overstated.

Understanding Inclusivity

Inclusivity is the cornerstone of a diverse and thriving community, and something which affects us all even though we may not truly realise it. Take a moment to think, do you know anyone who is truly ‘perfect’, who function and operate in which society has deemed a ‘normal’ way. We all need adjustments in life to help us feel more comfortable for various reasons, and then allow us to thrive, it just so happens some people have labels and others don’t.

For those with visual or hearing impairments, as well as people with a physical disability, navigating the built environment can be a daunting task if appropriate provisions are not in place.

An inclusive apartment building seeks to eliminate barriers and offer equal opportunities for all residents, regardless of their health condition or disability.

By prioritising inclusivity, society moves closer to creating an environment where everyone can live with dignity, independence, and an enhanced quality of life.

Designing for Accessibility

Physical Accessibility: The physical layout of an apartment building plays a pivotal role in ensuring inclusivity. Features such as ramps, elevators, wide doorways, and handrails can be essential for individuals with health conditions which may affect their mobility. These adaptations not only facilitate movement but also promote autonomy, independence and freedom of choice.

Visual impairment adjustments: For individuals who are blind or visually impaired, a well-designed apartment complex should feature tactile indicators, contrasting colours, and clear signage. These elements aid navigation, promote independence and prevent accidents, enabling these residents to move confidently within the building.

Examples of simple adjustments which could be made to a building to support an individual with a visual impairment are, installing handrails around a communal space and up a staircase, as well as lining the lip of each step on a staircase with brightly coloured paint or textured material can make a real difference, particularly in terms of safety. The use of brail or raised numbers and letters on signage can also make a significant difference.

Auditory Considerations: Deaf people or people with hearing impairments will greatly benefit from visual notifications and accessible communication options. Induction hearing loops, visual/vibrating alarms, and video intercom systems enhance their ability to interact with others and stay informed about building activities and important alerts.

Communication Alternatives: Inclusive apartment buildings have the opportunity to provide various communication alternatives, such as Braille signage and digital displays with voice output, ensuring that information is accessible to all residents.

Universal Design: Adopting a universal design approach ensures that spaces are inherently accessible to everyone, eliminating the need for retrofitting after the building process has finished. Lever-style door handles, lever taps, and stepless showers, are just a few examples of features that benefit individuals of varying abilities, that can be created in the first place, meaning adaptions don’t need to be made later.

Social Inclusion and Community

Ensuring that common spaces are accessible can drastically reduce the risk of social isolation that so often people with disabilities experience due to a lack of access. Inclusive apartment buildings could prioritise the creation of common spaces that encourage social interaction among all residents, by simply ensuring they are accessible and welcoming. These spaces should be designed with accessibility in mind, allowing individuals with disabilities to fully participate in communal activities, just as other non-disabled residents will be able to.

In these spaces, ensuring that information is accessible is key. As well as physical access, notices, announcements, and community information should be disseminated and/or offered through various formats – written, visual, and auditory – to accommodate the diverse communication needs of residents.

For example, ensuring that information boards can be seen by everyone, regardless of height or mobility, is crucial in ensuring all residents can access the information displayed. Using clear, simple language, larger print sizes, high-contrast colours, and non-visual cues and Braille for those who are visually impaired can make a significant difference too.

Empowering Independence

Assistive Technology Integration: In an increasingly digital world, integrating assistive technologies within the building infrastructure can greatly empower residents. Smart home devices, voice-controlled systems, and mobile apps can enhance daily living experiences.

Training and Education

Perhaps one of the most important things of all, which can be a complete game changer for disabled people, is ensuring that apartment management provide training to staff and residents on interacting with and assisting individuals with disabilities.

This not only ensures respectful communication but also fosters a more inclusive atmosphere, reducing the fear and assumptions made around disabilities.

The best thing to do is ask, then listen, and then act. Often the adaptions a disabled person needs to become independent don’t cost a lot but can make a huge difference to their overall well-being.

Every single person’s needs are different, and just one conversation which is taken seriously and then acted upon can change somebody’s life in an instant.

Conclusion

The examples given above of course are not exhaustive, but it’s a way of highlighting how creating inclusive living spaces within apartment buildings is a multifaceted endeavour that requires thoughtful design, collaborative efforts, and a commitment to equal opportunities for all.

By prioritising the needs of individuals with disabilities, society takes a significant step towards a more empathetic, diverse, and harmonious community, allowing equal opportunity to thrive.

Inclusive apartment buildings are not just structures; they are embodiments of a society that values every individual's right to dignity, independence, and full participation in all aspects of life.

Written by Jodie Fraser

Contributions by Janet Shreeve Director of Shreeve Care Services

Dementia, a progressive and debilitating condition, poses a significant challenge to individuals and families around the world.

In the United Kingdom, the dementia care system strives to provide support and assistance to those affected by this condition. However, despite efforts to improve care and support services, families face a multitude of challenges while navigating the complex web of dementia care.

It is a complex web as there are many different types of dementia all of which affect a person in different ways. For example, a person might have vascular dementia, Alzheimer’s, Lewy Body Dementia to name but a few.

Understanding the UK Dementia Care System

The National Health Service (NHS) and social care services are supposed to work collaboratively under the newly formed Integrated Care System to provide a comprehensive support system for individuals living with dementia. Unfortunately, this isn’t something that I have experienced as a carer for my grandmother, alongside my mother.

Initiatives

have been set up, such as the Dementia Friends program, which aims to raise awareness and reduce the stigma associated with the condition. Moreover, the UK government released a National Dementia Strategy in 2009, outlining the vision for dementia care and support services.

Primary care physicians, specialists, and memory clinics are in place to play a vital role in diagnosing and managing dementia. Once diagnosed, individuals are offered various levels of support based on their needs. This includes access to memory clinics, respite care, day centers, and support groups.

However, knowing about this type of support and understanding how to access it, is still a minefield and one that I am trying to work through as my grandmother comes to the end of her life.

Home care and nursing homes are also available options for those living with dementia or for those requiring more intensive care. Again, it is not something that is understood and something that we, as a family, are struggling to access.

Challenges Faced by Families

While the UK dementia care system offers a range of services, many families, such as mine, encounter several challenges that hinder their ability to provide the best possible care for their loved ones.

These challenges stem from various aspects of the system, including access to services, quality of care, financial implications, and emotional strain.

• Limited Access to Services: Despite the availability of services, families often struggle to access them due to bureaucratic hurdles, long waiting lists, and geographic disparities. This can delay the diagnosis and initiation of care, leaving families feeling frustrated and unsupported.

• Quality of Care: In some cases, the quality of care provided in residential settings may fall short of expectations. Staffing shortages, lack of training, and inconsistent standards of care can contribute to suboptimal living conditions for individuals with dementia.

• Financial Burden: Dementia care, whether at home or in a care facility, can be financially overwhelming. Families are often required to cover a significant portion of the costs, leading to financial strain. The means-testing system can be complex and confusing, leaving families unsure of their entitlements.

• Emotional Toll: Caring for a loved one with dementia is emotionally taxing. Families often grapple with feelings of guilt, grief, and isolation. The gradual loss of cognitive function and the personality changes that come with dementia can be heart-wrenching for family members.

• Lack of Respite: Caregivers require breaks to prevent burnout and maintain their own well-being. However, the availability of respite care services is limited, leaving caregivers without adequate support.

• Stigma and Isolation: Despite efforts to reduce stigma, individuals with dementia and their families still face societal prejudice and isolation. This can result in decreased social interactions and a feeling of exclusion from the community.

• Navigating the System: The complexity of the care system can be overwhelming for families already dealing with the challenges of dementia. Navigating the various options, understanding entitlements, and making informed decisions can be a daunting task for families already under significant strain and pressure.

Working Towards Solutions

Addressing these challenges requires a multi-faceted approach. The UK government must prioritise dementia care and invest in services that ensure timely access, high-quality care, and comprehensive support for families. Improving the training and qualifications of caregivers and providing them with the resources they need will enhance the quality of care provided.

Efforts to simplify the means-testing process and provide financial assistance can alleviate the financial burden on families.

Additionally, increasing funding for respite care services can give caregivers the opportunity to rest and recharge.

Raising public awareness and education about dementia is crucial to reducing stigma and promoting inclusion. Communities and businesses can play a role in creating dementia-friendly environments that support individuals and families.

Conclusion

The UK dementia care system, while striving to provide comprehensive support, faces challenges that impact families caring for individuals with dementia.

The government, healthcare institutions, and society, must work collaboratively to address these challenges, ensuring that families receive the support they need while navigating the complexities of dementia care.

By enhancing access, quality, and awareness, the UK can move towards a more compassionate and effective dementia care system that truly serves the needs of families and individuals alike.

Remembering that at the centre of everything is a person who deserves the support, empathy and consideration by all parties to ensure that correct care is provided.

Block Managers rely on their contractors, and a communal cleaner is no exception. 

Communal cleaning companies can offer several benefits to a community or shared living space and with so much back of forth, especially in larger developments, it is important that you employ the right time, for the right block.

Clean and hygienic environment: A communal cleaner ensures regular cleaning and maintenance of shared spaces, promoting cleanliness and hygiene. This helps prevent the accumulation of dust, dirt, and germs, which can lead to various health issues.

For those living in a block of flats, you will pay for the communal spaces to be maintained via your service charge.  As part of that maintenance, you will likely expect for the communal hallways, entranceways and windows to also be cleaned by a professional cleaning company. 

Some benefits to having a communal cleaner are:

• Time-saving: Residents don’t have to spend their valuable time and effort cleaning common areas themselves. By hiring a communal cleaner via their residential block management company, individuals can focus on their personal tasks and responsibilities, knowing that the shared spaces will be taken care of by a dedicated professional.

• Consistency in cleanliness: With a communal cleaner, cleaning tasks are carried out on a regular schedule. This consistency helps maintain a clean and tidy environment at all times, creating a positive living experience for everyone in the development.

• Expertise and professionalism: Professional communal cleaners are trained in various cleaning techniques, equipment usage, and safety practices. They have the expertise to handle different surfaces, materials, and specific cleaning requirements, ensuring thorough and efficient cleaning.

• Improved property value: A well-maintained and clean communal area can enhance the overall appearance and appeal of the property. This can positively impact property values and attract potential buyers or tenants who prioritise a pleasant living environment.

• Conflict resolution: When cleaning responsibilities are shared among residents, disputes and disagreements may arise regarding cleaning standards and frequency. Having a communal cleaner eliminates such conflicts, as the cleaner is responsible for ensuring consistent cleanliness, addressing individual concerns, and maintaining a harmonious living environment.

• Enhanced community bonding: A communal cleaner can foster a sense of unity and cooperation within the community. Residents may interact with the cleaner, fostering a friendly and familiar atmosphere. This shared responsibility for cleanliness can encourage residents to take pride in their community and work together towards maintaining a clean and pleasant living space.

• Additional services: Depending on the arrangement, a communal cleaner may provide additional services beyond basic cleaning. This could include tasks like rubbish removal, organising common areas, or light maintenance work, further benefiting the residents and contributing to the overall well-being of the development.

Laura Dent, from So Fresh and So Clean said “Maintaining a good relation between our team and property managers is essential. Property managers are always busy problem solving so having a team in place that they can trust takes the pressure off all, creating a harmonious work flow in the blocks, resulting in happy residents.

As cleaning technicians, we are on site weekly sometimes daily, we add value by being the eyes and ears on the ground.  Reporting maintenance issues before they become worse, reporting any unwanted visitors before they misuse the common areas, even down to testing fire alarms. More often than not a trusted cleaning suppliers role turns more into a caretaker role.”

It’s important to note that the specific benefits of a communal cleaner may vary depending on the needs and preferences of the community or shared living space.

In the world of block management, where the smooth functioning of residential complexes relies on effective collaboration and harmonious relationships, fostering a sense of wellbeing among residents and maintaining healthy connections is paramount.

Block management professionals play a crucial role in creating an environment that promotes positive interactions and enhances the overall quality of life for residents. We would like to explore the importance of wellbeing and relationships in block management and provide practical tips on how to nurture them.

Creating a Sense of Community:

One of the key aspects of promoting wellbeing and positive relationships in block management is building a strong sense of community among residents. Encouraging a sense of belonging and connection fosters a supportive environment where individuals can thrive.

You could look to establish communication channels: Utilise digital platforms, such as community forums or social media groups, to facilitate communication and encourage residents to connect with one another.

Effective Communication:

Clear and open communication is essential for maintaining positive relationships in block management. It helps residents feel heard, valued, and informed about relevant matters and you could consider the following:

1. Regular newsletters or bulletins: Distribute newsletters or bulletins with updates on community activities, maintenance schedules, and important information, ensuring residents are well-informed and engaged.
2. Feedback mechanisms: Establish feedback channels, such as suggestion boxes or online surveys, to allow residents to voice their concerns, suggestions, or ideas for improvement.
3. Transparent decision-making: Clearly communicate decision-making processes, policies, and rules to residents, ensuring transparency and avoiding misunderstandings or conflicts.

Prioritising Wellbeing:

Promoting the wellbeing of residents is crucial for a thriving community as well as the wellbeing of the property manager. As a profession, we could contribute to residents’ wellbeing by incorporating the following practices:

1. Maintenance and cleanliness: Ensure that the premises are well-maintained, clean, and safe, addressing any issues promptly. Regular inspections and proactive maintenance can prevent potential problems and enhance residents’ satisfaction.
2. Safety and security: Implement robust security measures, such as surveillance systems, access control, and well-lit common areas, to create a safe living environment.

Conflict Resolution:

In any community, conflicts may arise from time to time. Effective conflict resolution is essential for maintaining healthy relationships. Consider the following approaches:

1. Mediation services: Offer mediation services or appoint a neutral third party to help resolve conflicts between residents, ensuring that all parties have a chance to express their concerns and find mutually agreeable solutions.
2. Clear dispute resolution procedures: Establish clear procedures for handling disputes and grievances, outlining the steps to be followed and the expected timelines for resolution.
3. Encourage dialogue and empathy: Encourage residents to engage in respectful dialogue, promoting empathy and understanding, and discourage any form of discrimination or harassment within the community.

Nurturing wellbeing and relationships in block management is vital for creating a vibrant and harmonious community. By fostering a sense of community, prioritising effective communication, promoting wellbeing, and having robust conflict resolution mechanisms in place, block management professionals can contribute to the overall satisfaction and happiness of residents. By implementing these strategies, we can create thriving residential complexes where residents feel connected, supported, and valued. 

Within residential leasehold, a lease will contain obligations between landlord and tenant, known as covenants. 

One covenant that relates to noise nuisance will be the ‘quiet enjoyment of the property’.  But what does that actually mean, and should it be taken literally?

We have found that some leaseholders believe that quiet enjoyment means a quiet property, but this is a misinterpretation of what the covenant means. 

Quiet enjoyment means that you have the right to use the property, without unreasonable or unnecessary interference. 

Noise nuisance refers to excessive or disruptive noise that causes a disturbance or annoyance to the residents.

Some common examples of noise nuisance in a block of flats include:

1. Excessive volume: Loud music, television, or parties that create a disturbance to neighbours, especially during late hours or at inappropriate times.

• Footsteps and movement: Frequent loud footsteps, dragging of furniture, or other noises caused by residents moving around their flats, particularly during quiet hours.

• Banging or slamming doors: Constant slamming of doors, which can create a loud and disruptive noise throughout the building.

• DIY and construction noise: Excessive noise caused by renovation work, power tools, drilling, hammering, or any other construction activities during restricted hours.

• Pets: Continuous barking or other disruptive behaviour from pets within the flat, which disturbs other residents.

• Plumbing and appliances: Noises caused by malfunctioning plumbing, vibrating pipes, or loud appliances such as washing machines, dryers, or dishwashers that are used during quiet hours.

• Parties and gatherings: Large gatherings, parties, or social events that generate excessive noise and disturb the peace of other residents.

As a leaseholder, your lease will determine what restrictive covenants are in place, and your managing agent can assist with this, however your local authority Environmental Health department will have a lot more power than your managing agent. 

You will need to keep a noise log detailing the time, date, offending noise, how long the noise continued for and how it affected you.  This will need to be done for at least 2 weeks, and can be sent to your local authority as evidence when the complaint is made.  

The local authority will then investigate the matter and take it further if the noise levels exceed 34dBA and is considered a Statutory Nuisance.

For the noise to count as a statutory nuisance it must do one of the following:

• Unreasonably and substantially interfere with the use or enjoyment of a home or other premises
• Injure health or be likely to injure health

It’s important to remember that a lot of the time, residents do not even realise they are becoming a nuisance.

If you’re having a problem, our advice is to have a chat with your neighbour in the first instance.  Most of the time, an honest conversation leads to the best results. 

When it comes to managing residential blocks, the insurance policies required under the terms of the lease, plus your management agreement, are paramount.

The role of insurance requirements within the block management sector cannot be overstated. It serves as a linchpin in safeguarding the concerns of property owners while facilitating the seamless functioning of the entire property.

Making sure your insurance isn't just a checkbox is crucial. It should be tailored specifically to cover everything your block needs. That includes the nitty-gritty, like the structure of buildings, communal areas, and the all-important public liability.

So, in this article, we're going to explore the ins and outs of block management insurance. We'll uncover why it's so crucial, break down what it actually covers, and shine a light on the important things property owners should have on their radar.

Importance of Block Management Insurance

Having the right Insurance policies is an essential aspect of property management, as it safeguards property owners against a wide range of risks and liabilities. Whether you own a freehold or leasehold property within a residential development, having the right insurance coverage in place ensures protection against potential financial losses arising from unforeseen events. Such events can include damage to the building, loss of rental income, public liability claims, and more.

Coverage Aspects of Block Management Insurance

Buildings Insurance

One of the core components of block management insurance is buildings insurance, which covers the structure of the property’s physical integrity. This coverage extends beyond the mere walls and roof to encompass external elements, too, against risks like fire, flood, storm damage, subsidence, and vandalism.

Common areas: coverage for communal areas such as hallways, parking lots, and gardens ensures that any damage or accidents occurring within these shared spaces are not just acknowledged but are promptly and adequately addressed. Perhaps it's a spilt paint pot in the hallway or an unexpected fall in the parking area; you can be assured that the block management insurance provides a financial safety net for the repair and restoration of these communal spaces.

Whether it's the attractive façade that greets residents daily or the hidden complexities of structural components, making sure you have the correct building insurance will protect you against any of these unforeseen challenges.

Terrorism Insurance

It is crucial to consider that terrorism insurance is an important policy for the management company. This may prove difficult on the basis that the lease does not specifically refer to terrorism. However, a lease will state that the landlord is responsible for ensuring that there are all risks or usual risks covered in place, which would include terrorism.

You might want to refer to Qdime Limited v Bath Building [2014] UKUT 261 (LC), which deemed terrorism as a requirement of insurance. Also, in the event that an act of terrorism did occur and the building wasn’t covered against this, the responsible persons could find themselves being sued for not safeguarding the best interests of the lessees.

Engineering Insurance

When it comes to the lease and the unique characteristics of a property, it's crucial to give engineering insurance some serious thought, especially if there are electrical installations like boilers, lifts, or electric gates. While many assume that these installations fall under the umbrella of the building's insurance—and indeed, they often are covered for insured perils within the primary policy—it's essential to recognise the limitations.

The catch is that when it comes to damages caused by technical faults or instances resulting in personal injury due to these installations, the standard coverage might not actually have you covered. In these cases, having dedicated engineering insurance is necessary, offering a safety net for scenarios that go beyond the scope of conventional policies.

Imagine your boiler malfunctioning or someone getting hurt due to a glitch with an electrical gate. These scenarios might not fall under the typical building insurance safety net, and that's where engineering insurance comes into play. It's the added layer of protection that ensures you're covered for those unexpected hiccups that fall outside the usual perils covered by standard policies. As you navigate the complexities of property ownership, considering engineering insurance for those specific risks can be the strategic move that keeps your investment shielded from unforeseen technical challenges and potential personal injury liabilities.

Therefore, taking out engineering insurance provides you with the peace of mind that the installation has been inspected and considered fit for purpose. This inspection acts as almost an MOT, with a report being provided giving guidance on any repairs that are required in order to make it safe. This is definitely reassuring in a world where technical failures are a more common occurrence and where blame can be apportioned.

Public Liability

This is essential cover and is normally included in the building insurance automatically.

It is not the same as the Directors’ and Officers’ insurance cover. This cover is for legal costs and damages should a visitor to the building – a tradesman, postman or even a leaseholder’s friend – be injured on the premises. If it is found that the incident could or should have been prevented by the managers of the building, then the residents or right-to-manage company could be sued.

When insuring multiple blocks, common access roads and parking areas probably won’t be covered by block insurance, and separate cover should be arranged.

Individual

residents (leaseholders) will not be covered for the consequences of their personal actions and need to check that their contents policy also provides public liability cover.

Employers’ Liability Insurance

If the management company employs staff or contractors, employers’ liability insurance is not just a box to tick—it's absolutely essential. This type of coverage serves as a vital safeguard, acting as a shield against potential claims that could arise from employees experiencing injury or illness in the course of their duties.

Unforeseen accidents happen, and illnesses can occur without warning. Employers' liability insurance steps in precisely for these situations, providing a financial safety net and legal protection against claims that employees may bring forth due to work-related injuries or illnesses.

While it's easy to assume that workplace injuries are covered by general health and safety measures, having a dedicated employers' liability insurance policy adds an extra layer of protection. It goes beyond the standard duty of care, acknowledging the unpredictability of real-world scenarios and ensuring that the management company is equipped to handle any unexpected challenges that may arise in the course of its operations.

Directors and Officers Insurance

Management companies may opt for directors' and officers' insurance, which safeguards the board members and executives against claims of negligence, mismanagement, or breach of fiduciary duties to provide the financial and legal support necessary to navigate such challenges.

Choosing directors' and officers' insurance is a proactive measure. It not only fosters a sense of security among those steering the company but also reinforces the organisation's resilience in the face of unforeseen legal complexities. Selecting this type of insurance isn't just a smart risk management move; it's an investment in the long-term stability and reputation of the company and its leadership.

Key Considerations for Property Owners:

It is crucial for property owners to assess their coverage needs accurately. This includes considering the size and type of property, its location, and the specific risks associated with the area. Engaging with an experienced insurance broker can help navigate the complex landscape and tailor coverage to individual requirements.

Examining Policy Exclusions and Add-Ons:

Before finalising an insurance policy, property owners should conduct a thorough review to grasp any exclusions or limitations embedded within the coverage.

Additionally, it may be beneficial to explore add-ons such as legal expense coverage to ensure comprehensive protection.

Prioritising Maintenance and Risk Management: Implementing proactive risk management strategies and adhering to regular property maintenance are pivotal in mitigating potential risks.

Insurance providers are inclined to offer favourable terms and competitive premiums to properties showcasing thorough maintenance practices and robust risk management protocols. By emphasising these aspects, property owners will not only enhance the overall resilience of their coverage, but they may also benefit from cost-effective insurance solutions in the long run.

Comparison and Review

Periodically reviewing block management insurance policies and comparing quotes from multiple providers can help property owners secure competitive rates while ensuring adequate coverage. As the insurance market evolves, keeping up with industry developments and changing regulations is essential.

Conclusion

Block management insurance plays a vital role in protecting the interests of property owners and ensuring the smooth operation of residential blocks. By providing comprehensive coverage against a range of risks and liabilities, this specialised insurance offers peace of mind and financial security.

Property owners should carefully assess their coverage needs, review policy terms, and engage with trusted insurance brokers to secure the most suitable and competitive block management insurance for their investments. For further information, browse our comprehensive insurance service page.

As the ‘Most Trusted Specialist Residential Block Management Company’ in 2022 for the United Kingdom, Fraser Allen Estate Management has gained notoriety for its charismatic, dedicated, and hardworking team.

In essence, this block management firm puts people first at every turn, striving to keep up close communications with clients and their residents alike in order to cultivate a true community in the homes under its care.

Under the direction of CEO
Jodie Fraser, Fraser Allen Estate Management has become one of the pre-eminent residential block
management companies in the UK. Nominally, it has become well known for
maintaining a safe, secure, and attractive living space for its clients and their residents,
operating with kindness, care, and diligence at every turn to ensure this.

It will never settle for second best when it comes to its properties, something that has taken it from the management of 10 blocks to 38 blocks in the past year alone; additionally, its properties are found all over the country, with properties in Bath, Bristol, Cheltenham, the county of Wiltshire, and the London Metropolitan area, as well as dotted across the Midlands.

With all of these under its belt and more management blocks on the docket to be added to this portfolio soon, it has gained the respect of its peers and the trust of its market both.
Critically, its industry notoriety has been built upon a foundation of caring, compassion, and a person-first approach, preferring to see the properties it manages as homes first and buildings second in order to keep the resident’s comfort at the fore. Furthermore, it has a staunch dedication to the protection of the most vulnerable amongst its residents, striving to create environments in which they feel safeguarded.

Able to work effectively both remotely and with in-person interactions, its empathic, charismatic, and understanding staff strive
to meet its clients and their tenants on an individual, human level, championing regular on-site interaction with its clients.

This helps Fraser Allen Estate Management to foster a sense of community and ensures that its clients know they can call on it and its team at any time, the CEO herself leading client outreach

during lockdown in line with social distancing parameters and giving back to charitable initiatives in the community.

With a great deal of reviews and referrals that speak to the excellence of her team, Jodie Fraser wishes to extend her thanks to every one of them for their hard work, especially in the face of the pandemic. Having worked closely with a team of contractors, and with growth into the West Midlands increasing, Fraser Allen Estate Management extends its gratitude towards Alice Baker and Carol Gaston of its core team, as well as Fiona Scott of Scott Media – a contracted freelancer – each of whom have allowed the company to reach the heights of success it enjoys today.

Company: Fraser Allen Estate Management
Contact: Jodie Fraser
Website: fraserallenem.co.uk

https://www.flat-living.co.uk/creating-communities-managing-homes/

Written by Jodie Fraser

Managing a block of flats or an estate can be looked at as ‘just a building’ or ‘just a communal area’

But it’s more than that.  It is someone’s home.  It is their safe space and where they feel most comfortable. 

According to nationally recognised body language expert Jan Hargrave, and many other professionals who study personality and motivational factors, only 7% of all communication is verbal.  It really isn’t the words you say that creates a lasting impression, it is how you say them, your posture, and your tone.  It is how you show that you care about the place that your residents call home. 

Residential property research shows that when someone is looking for a property, they want convenience, access to public transportation, open spaces and a safe place that feels like home. One thing that all of those needs have in common is an emotional connection.

Properly maintained facilities, clean and tidy communal areas, welcoming colour schemes and perfectly manicured green spaces not only add value to the property, but the resident knows that you care about their space and how they feel about their environment.

Developing a clearer understanding of diverse personalities as part of relationship building strategies can also generate customer satisfaction.  Tell your clients, “We heard you and we’re doing something about it.” When you ask customers for feedback (or when they share unsolicited feedback), let them know that it was received, that you heard what they are saying and that you’re going to do something with it. And when you do that “something,” let them know what you did and why.

Finally, thank them again for bringing the matter to your attention.

Understanding how a resident feels about the property (and the world in general) will help you build a stronger relationship with them.

When a person feels frustration, anger, tension or fear, they are more likely to act aggressively towards others.  The world is full of fear at the moment with the cost-of-living crisis looming over everyone’s head.  Add the lasting effects of Covid to that and emotions are heightened dramatically. 

Remember, emotions are neither good or bad, but emotions can lead to socially acceptable or socially unacceptable behaviours if they are not properly addressed. These include:

• Anger
• Aggression
• Fear
• Anxiety
• Disgust

Emotions that may result in positive social behaviours include:

• Joy
• Hope
• Amusement

Emotions that may result in neutral social behaviours include:

• Calmness
• Boredom

Emotions such as awkwardness and confusion may present themselves as aggression because this triggers a fear response.  People generally start to get scared or worried when they do not know what is going on. 

As a property manager myself, I know how important clear communication is, but I also understand the demands of the role and that time is sometimes against you. 

But I also believe that building trust and understanding how people feel about something will enable any property manager to meet the expectations of the resident, leaseholder or client and build a lasting relationship. 

What you need to know about the Right to Manage process and how leaseholders can take control of the way their building is managed.

Some of the issues that impact leaseholders making the choice to take control of their own development, are high service charges, delays with repairs and terrible communication.

These and other issues are why leaseholders are increasingly making their own decisions and appointing a managing agent that best suits their needs.

It is important to know that Right to Manage (RTM) is a now statutory right and can be exercised by serving a formal notice on the freeholder and any other relevant parties.

Also, there is no need for leaseholders to prove any mismanagement by landlords or their agents, however, when leaseholders go down this route, it is usually because they are unhappy with the current situation, and want to make a change for the better.

Exercising the leaseholders’ right to manage is relatively straight forward

Neither the landlord’s consent, or an application to court are required, but, a majority of the leaseholders must be in favour of RTM.

The other qualifying criteria for RTM are:

At least tw0-thirds of the flats must be let to ‘qualifying tenants’, i.e. leaseholders whose lease was originally granted for a term of more than 21 years.

While part of the building can be commercial, the non-residential part cannot exceed 25% of the buildings total floor area, excluding common parts.

If any qualifying tenant is a tenant of a local housing authority, RTM does not apply.

RTM also, does not apply if the premises fall within the Resident Landlord Exemption. To satisfy this exemption:

• the premises must not be a purpose-built block (so, for example, it might be a converted house); and
• must not comprise of more than four flats: and
• at least one of the flats must be occupied by the landlord (or an adult member of their family) as their only or principal home for not less than the last twelve months.

Right to Manage Company and Company Directors

You need to exercise your RTM, by creating a ‘right to manage’ company, which is formed by the leaseholders. Once the RTM has been acquired by the leaseholders, it is important to know that the landlord is also entitled to membership of the RTM company. However, the landlord is only allowed one vote.

Volunteers are required to serve as officers of the RTM company. Not only do they have the usual responsibilities of company directors, but also those of residential property landlords. This is a serious task which does require action to be taken and time to be set aside for various ‘duties’.

This

includes understanding and taking on changes in property law.

For example, from 23^rd of January 2023, it is a legal requirement for the Responsible Person for multi-occupied buildings over 11 metres to:

• Carry out quarterly checks of all fire doors in communal areas.
• Carry out annual checks on all flat entrance doors.
• Provide information to residents about the importance of fire doors.

• The Responsible Person is ultimately the person who has legal responsibility for the fire safety in the building.
• They are usually the person who owns or is in control of a building. In a property, it could be the landlord or the managing agent.

This can seem very overwhelming, but with good advice and support it is very straightforward.

What to do next

If you are considering RTM, the first thing to do would be to ensure you have enough qualifying tenants to move forward.

Talking to a managing agent such as Fraser Allen Estate Management at the early stages of this process is advisable so we can discuss whether you satisfy the qualifying criteria and, subject to that, guide you through the procedure.

https://www.flat-living.co.uk/the-2023-truth-about-right-to-manage/

It’s a dynamic and fast paced environment, where you are dealing with a wide range of people on a daily basis. You also need to have a thick skin, understand complex legal issues, and work closely with clients to understand their needs and requirements.  Every development is different, and every lease is different, so you have to be an agile and quick thinker on top of having the skills to do the day to day job. 

To be a successful block management professional needs a variety of skills. You need to have excellent people skills, be a great listener, have strong negotiation skills as well as effective mediators and must be supremely organised. It’s not for the faint hearted.

No day is ever the same! The role is extremely varied, as we get to complete such a wide range of tasks. Obviously, some are more interesting than others, but the combination of the variety makes for an interesting and stimulating job.

You need to be a people person as much of the day is taken up with talking about the resident’s home.  Their home is their castle, and it can take time to investigate an issue, trace a leak, or deal with a noise complaint.  It can be frustrating for residents and clients when things are not dealt with quickly, but communication is key and updating residents is the number one priority in this line of work. 

It’s not a desk-based job, it’s very varied and working with contractors is always great fun, and we’re still constantly learning.  There are always new ways to investigate an issue, or a new piece of technology that can save time.  We can learn something new every single day.

On the days when it’s back to back appointments it can be exhausting to get the balance right, and we’ve noticed that since the pandemic the business dynamic has shifted and we now get even more emails, so finding the time to respond in a timely manner can sometimes be a challenge.  But we are always working hard to get that balance right, and as always, understand the clients needs. 

On an average day the typical tasks a property manager performs will range from emails and telephone calls, to conducting inspections at properties and ensuring compliance across the portfolio.  We work on major works projects and emergencies, as well as appointments with contractors, owners and tenants.  We always plan as much as possible, and we plan for the unexpected, but sometimes a storm that causes roof damage or a burst drain, or a flooded bathroom can’t be predicted, it’s just the nature of our business.

Block Managers also must undertake formal training to attain the relevant qualifications, but our role within the industry is generally misunderstood. As Block Managers we guide and advise clients based on the terms of the lease and industry regulation.  However, it is important to note that the terms of the lease is King and should be fully understood by the property owner at the time of purchase. 

Ultimately, we are there to make life easier for the owner, to do all the work in the background. It’s like being the silent and invisible “fixer.” Despite being professionally qualified via the Institute of Residential Property Management and the Royal Institution of Chartered Surveyors, we are always learning on the job and that’s part of the fun and the stimulation. We really do live a culture of continuous improvement.

If you like the sound of the way we work at Fraser Allen and you’d like your property to be in safe hands, then please call 01242 399150 or email us on and let’s see how we can support you.

https://www.flat-living.co.uk/a-day-in-the-life-of-a-block-management-professional/

Compassionate management involves a focus on relationships through careful listening to, understanding, empathising with and supporting other people, enabling those we work with to feel valued, respected and cared for. 

How do Fraser Allen manage compassionately?  We empathise with our clients and residents and seek to understand the challenges they face. 

It is important to be committed to supporting others to cope with and respond successfully to challenges within the industry.  Although compassionate managing agents won’t have all the answers, they do engage with and guide clients and residents to find shared solutions to problems. 

Compassion in business is very important as it speaks to good customer service, it speaks to a deep understanding that how you make a client, or supplier, feel is the one thing which stays with them – when they are assessing the ongoing value of your service or product.

By caring for people’s homes, managing agents can also take on the role of counsellor.  Since the start of the pandemic, the world has experienced declining mental health and heightened anxiety.  Add to that, the cost of living crisis, the cladding crisis and new fire regulations, it will take its toll.

When the Government make changes to law that will affect leaseholders, it is generally the agent that has to deliver the bad news and give advice as to the cost of how these changes will need to be implemented. 

For us, the compassion lies in the delivery of that information. 

Does it need to be communicated by letter, or would it be better to hold a meeting?  You will need to make a judgement on this based on the type of property you manage.  Are there elderly residents, or someone who lives at the property who has dementia and may not understand the letter.  All of these things should be taken into consideration when communicating with clients.  It’s important to acknowledge that not every development is the same and consideration should be made for that. 

For more from Fraser Allen, please click here.

https://www.flat-living.co.uk/compassionate-block-management-skills/

January can be difficult after the Christmas festivities, and it can often leave people feeling tired and sluggish. 

It’s normal to have some level of stress in your workplace. However, if going to work or just the thought of going to work makes you tired, depressed, or even physically ill – that’s more than just general work stress.  It is something that is becoming more obvious within the block management industry with high levels of absenteeism and high staff turnover. 

Do remember that feeling strong emotions is healthy but knowing how to regulate these emotions is important.  Sometimes you must choose to take a step back, and regulate your emotions when things get overwhelming.  This can difficult and requires a lot of practice and self-forgiveness. 

Emotional regulation is accepting and working with your emotions instead of avoiding, ignoring or repressing them.  Repressing emotions results in more stress, overwhelm and pain. 

By regulating yourself, you are creating space for your emotions and what makes you a human being. 

There are four important aspects of emotional regulation:

1. Self-awareness: being aware of your emotional experience, your reactions, and your triggers. 
2. Self-management: the skills and abilities to regulate intense emotions and nervous system through behaviours. 
3. Social-awareness: knowing how to connect with others (communication, tone, and body language), and how to respond appropriately. 
4. Relationship Management: responding to other people’s emotions. 

These four aspects combined help us stay grounded when things get too intense.  Emotional regulation is a skill, so I encourage you to look at it as building a muscle and making it stronger through practice. 

Some tips that we are finding useful at Fraser Allen Estate Management include:

1. Identify what you’re feeling: use emotional language to label your emotional experience (I am feeling _______)
2. Accept all your emotions, without judgement: give yourself validation (I feel this way because ______) and affirmation (It’s ok to feel _____)
3. Make a choice about how to respond: practice ‘the pause’.  Take time from the person or situation to think about your next steps.  No need to act immediately.  Always ask for time. 
4. Practice adaptability: Even if the situation is not ideal, ask yourself: what is possible in the moment that will help me feel better now?
5. Tune into physical symptoms: notice your body.  Focus on relaxing your muscles and releasing the tension. 
6. Adjust your physical state: change the temperature around you.  E.g., Cold showers, icing your wrist, drinking warm tea, or moving your body. 
7. Give yourself some space: physically get out of the place that is overwhelming you. 
8. Know when to express yourself: you might think you have to verbally respond to every situation; but you don’t.  You can choose silence or disengage from the situation when necessary. 
9. Consider the story you believe: question what narrative you are telling yourself that dysregulated you.  Ask yourself: what is really true and what else could be true. 
10. Attention-shifting strategies: divert your attention by focusing on activities that will make you feel more grounded.  For example, watching a show, taking a walk or talking to a friend. 
11. Imagine your best self: this is not an ideal person, it’s the ideal person you want to be.  How would that person respond to this situation. 
12. Lean into the discomfort: accept that you are feeling dysregulated, triggered or activated.  Acknowledge that the issue feels like a big deal and understand your emotions around it. 
13. Breathe: deepen your breathing.  Breathe deeply through your nose and exhale through your mouth. 
14. Move: regulate your body and the effects of stress-hormones by moving your body.  This is known as ‘somatic regulation’, you can dance, run, walk or stretch. 

Good wellbeing also means looking after your body as well as your mind. We can all get wrapped up in everyday life but it’s important to take time for yourself to relax and rest. Stress can affect your mental and physical wellbeing, and long-term stress is not healthy for your body or mind.

It may also be tempting to reach for comfort or sugary foods to cheer yourself up from the January blues, however, eating foods high in fat and carbohydrates will wreak havoc on blood sugar levels. A healthy and balanced diet is good for your physical and mental wellbeing. Try including lots of fruit and vegetables in your diet, along with fatty oils such as omega-3 and 6.

Finally, social connectedness can play an important role in our wellbeing. It refers to the relationships people have with others as relationships give people support, happiness, contentment and a sense of belonging. When times are difficult and you are feeling down, try connecting with friends and family for support or join a club to spend time with likeminded people or volunteer for a charity.

For more from Fraser Allen click here.

For more from Flat Living, please click here.

The subject of respect and understanding within block management. I believe that respect is the key to customer service excellence, but it goes both ways.

I would hope that we always treat people, friends, clients, suppliers – everyone with kindness, courtesy and respect. I was brought up to always treat people the way I wanted to be treated—with respect and kindness, but I’ve found that sometimes this isn’t reciprocated. 

A respectful attitude goes a long way with your customers. When you are effective and efficient with communication and are giving your attention to the customer that needs you, you will increase the chances of that customer having a pleasant experience.

As a company, Fraser Allen Estate Management have grown considerably over the past few years, but with that success, we have had a very steep learning curve. 

Learning from our mistakes

At times, we have taken on too much, we have over promised and although everything we do is with the best intentions, we have found that it has become even more important to create boundaries, which in turn manages the expectation of the client. 

We try our very best to be proactive by undertaking regular site visits and informing clients of what we are doing and when.  However, a lot of our role is based around reactive work and sometimes this comes with frustrated or unhappy residents.  We really wish we had a crystal ball to be able to predict what will happen, but we do rely on residents at times to let us know.  This way, any issues can be rectified quickly, outside of our site visits.    

Understanding your goals

We also want to understand the goals of the client and residents – not just the way they’re operating, but why they’re operating that way.

What are they trying to achieve? What’s important to them?

Clients and residents may not want to receive weekly communication from you, or to be informed of a repair across the other side of the building.  However, some people will want to know everything that is going on, along with financial reporting.  It’s important to understand the needs of the client straight away. 

Work with integrity

Always do what you say you’re going to do, when you say you’re going to do it.

Integrity is one of our core values and during our expansion, we have found ourselves not working to our own time scales and this goes against everything that we stand for. 

It is important to us as a company to ensure consistency and reliability to our clients in all aspects of the business. 

Going Forward

Respect needs to be earned, not expected nor demanded.

We are excited to be working with some new clients and moving the business forward in the way it was also intended. 

https://www.flat-living.co.uk/respect-and-understanding-in-block-management/

There is always a lot in the press, discussed in podcasts, webinars, and training about being kind and compassionate when dealing with others.

This is something that I am personally a huge advocate for, and I strongly believe that we all need to be kinder to each other and kinder to ourselves, especially after the past 2 years dealing with the pandemic.

One thing I have noticed is that mentoring young professionals within the property management industry doesn’t appear to exist. It may well exist within some individual organisations, but this job is difficult, and I wish I had someone to show me the way when I first started out. Someone who I could turn too after dealing with a difficult client and not just expected to get on with it because that’s just part of the job.

The Pressures of Property Management

As a Property Manager you’re juggling numerous tasks at once. You’re organising for a leak to be fixed, at the same time as a leaseholder wanting a service charge statement that you need to arrange to be issued. There could also be a service charge query that you need to look into, and someone else is shouting at you because they reported that some rubbish was over-flowing, and they think you don’t care about them.

Service charge accounts are due, you have 80 emails in your inbox whilst you were on a 2-hour site inspection and then a solicitor is chasing because you need to do the leasehold enquiries for a flat sale.

By the time you’re back at your desk, you’re organising the actions from your site visit, and before you realise it, the whole day has gone by, and you haven’t achieved anything. Then you go home feeling really stressed that you haven’t completed what you set out to achieve and you’re letting everyone down.

Each company will of course have their own internal processes and ways of working, but one thing that seems to be the same for every property manager is the pressure can be too much. I have spoken to property managers who suffer terribly with anxiety, avoid looking at emails for days because they don’t want to be shouted at, have been in tears most days- and even some who have physical symptoms like black outs and heart palpitations.

We get shouted at, sworn at, spat at, and threatened with violence on more occasions than I wish to comment on, and I simply see no reason why this needs to happen. We are all human beings and I really think it’s time that there was a little bit more compassion for those working incredibly hard in a tough industry.

A Unique Challenge

This job isn’t a typical 9-5. We’re responsible for a lot of tasks that need to be done at once. We must ensure everything is compliant from cladding to electrical testing, to fire and health and safety. Each property manager will likely be managing 15-25 developments (or maybe 750-1000 units) with the ever-changing laws and regulations to consider.

From a mental health perspective, just imagine if 100 out of 1000 leaseholders contacted you per week and 50 or those were nasty, spiteful, or even just a bit sarcastic. What does that do to a person’s self-worth, self-confidence, and mental wellbeing?

Call to Action for Employers

You don’t know what someone is going through behind closed doors, so we’re calling for kindness and compassion to be more widely spoken about within Property Management and for all companies, large or small, to take care of their employees, listen to their concerns, support them with their mental health and take time to hold space and understand their needs.

https://www.flat-living.co.uk/kindness-compassion-in-property-management/