Category: Featured Articles

Volunteers week is to thank the millions of people throughout the UK who volunteer to help others. The week takes place every year between 1st – 7th of June.

This year, not surprisingly, the focus is on the people from all walks of life who have volunteered, playing a key role during the pandemic in the support of vital services and local charities.

People have supported neighbours, the elderly and those who were unable to leave their homes due to shielding.

Lots of different focuses for each day of the week, if you want to get involved.

Also, people have supported those who have lived alone throughout this time, when they are feeling isolated and lonely.

Next week, 14th – 18th June, is Loneliness Awareness week, which is encouraging people to accept that loneliness is an experience, not a condition. It isn’t something that defines us. It should be something we can help each other to manage. The Marmalade Trust wants to remove the shame surrounding loneliness, and have several resources on their site.

If you’d like to read more: https://www.marmaladetrust.org

Volunteering at Fraser Allen

I have always believed that is it important to think of others and be helpful, kind and considerate, and to be able to volunteer and support my own community is important to me.

During the pandemic I’ve organised volunteers to help our residents who may have been shielding, or unable to get out and about easily. The group of people I got together, went shopping for our residents, organised lifts for medical appointments, or emergency appointments, posted letters, and picked up prescriptions.

Read more about how we support others in these blogs:

https://www.fraserallenem.co.uk/random-acts-of-kindness-day and 
https://www.fraserallenem.co.uk/pay-it-forward-day

Also, because many of our residents are older and possibly alone, without being able to see family and friends, they experienced loneliness.

Alongside helping them out with errands, we made time to talk to them, and if we hadn’t been involved in helping in this way, we would give them a call to make sure they were safe and well. Or when delivering their shopping, or collecting letters to post, we would take time for a quick chat, rather than rush off.

When people are lonely, I believe just knowing that someone has taken the time to talk to you, shows care, and hopefully brightened their day.

I took time to speak to volunteers from Cheltenham Welcome Refugees, to get a better understanding of their background, and how I could help refugees who arrive in the area.

Volunteering can also be about going that step a little further than expected. When we are undertaking gardening maintenance work, we often offer to repot plants for our older residents, which is about giving more of our time.

In 2020, I was included in Small Biz 100. I pledged to offer legal and home advice with a solicitor, but has been unable to fulfil this pledge, due to lockdown. I am still committed to do go ahead with this, however, it won’t be before June 21 when we all hope the restrictions will be lifted.

I am in celebration mode at the end of this month, as we move into June, as I’ve just taken on our 15th block, which is in Gloucestershire!

It as a block of four flats, and came from a referral, for which we are always grateful. Currently, there are major refurbishment works taking place.

When taking over from other agents, I have to get a lot of information, which isn’t always forthcoming. This can be worse too, if works are already in progress.To ensure that everything runs smoothly in taking on the new property, I have to:

• get to know homeowners; this is important, because my team and I will be coming into contact with them regularly in the future, so we need to get off to a good start, and start to build good relationships.
• get to know which contractors are working on the project and check their progress; is the work being done satisfactorily, or are there things that have been missed due to the changeover of management.
• deal with any issues including the money needed from the homeowners to get the work done.
  If any don’t want to pay, we have to seek legal redress.

There are a whole number of details that need to be sorted in this type of scenario. I talked in more detail about this in my blog in April, “First steps when taking on a new block”.

From a relatively small block of four flats, at the other end of scale, our biggest client comprises of 84 flats over four blocks. Also, situated in Gloucestershire, this is a property I have had on my books almost from the beginning of my business. We’ve just finished major roof works and are now discussing internal decoration of three of the four blocks.

Residents want to change very dark coloured walls for a more modern look, while maintaining heritage features. One block for example, has a beautiful original Victorian tiled floor in the hallway which is stunning and would be a shame to lose.

Our overall responsibility as a property management company is to manage the process of overseeing ongoing care to the communal areas of residential properties through the service charge. As you can imagine, managing a block of flats requires a professional, organised approach, which takes time and dedication. Can you imagine how disorganised things would be if you had 84 flats without a management company taking care of the processes?

As I mentioned earlier, this often involves ongoing communications with a variety of contractors who deal with maintenance or repairs to ensure the trouble-free running of the property.

Smooth running of the property among other things, can entail:

• Collection of service charges and ground rent
  
• Organising cleaning of communal areas
  
• Ground maintenance
  
• Window cleaning – as per the terms of lease
  
• Building work
  
• Financial bookkeeping
  
• AGM& Directors meetings
  
• Budgets and forecasting
  
• Placing of block insurance under the company block policy, with transparent commission rates.

It’s Great British Spring Clean Week! In the past, spring cleaning was something that most ‘housewives’ did, sprucing up their houses, making sure everything was sparkly-clean! If you look at the vintage Mrs Beaton’s books, you’ll see how, only a few decades ago, cleanliness at home was seen as the domain of the ‘woman of the house’. Things are very different now for many of us.

The main focus this year is about Spring Cleaning for a Greener Britain. It is all about encouraging communities to come together to help clean the litter that is strewn in many of our beauty spots, beaches and streets.

Keeping the government’s guidelines for social distancing, the campaign is about encouraging individuals, schools, councils, local groups and businesses to keep local communities clean, green and litter-free. You can find out more detail here.

The Daily Mail and Keep Britain Tidy are joining together to bring together, a million people to pick up a million miles of litter!

In a recent blog, back in April, I talk about how we get ready for spring for our properties – find out more.

However, for me it’s also a time when I can spring clean my business. It’s time to look at internal processes, how we can be more efficient in what we are doing, where possible more sustainable and more productive as a block and property management agent.

Here are five areas to consider to spring clean your business:

1. Is your WEBSITE working at its best?
   Does your website need an update in any way?
   Are there issues ‘behind the scenes’ that can be changed to make the site more visible and easier to use?
   Is your website secure? If people visit your site and see a security alert message, they will think twice about staying on your site. Also, if your site isn’t secure, you may be hacked.
   Does your website reflect your brand well in terms of style, colour and language?
   Can customers find their way around the site well?
   Do we need to provide a clearer way for customers to contact us, and give us feedback?
   
2. Is your BRAND AWARENESS well exploited?
   Is everyone in the business aware of what your brand means and how it should be used?
   Do you have a strong and appropriate social media presence?
   Do your marketing materials need updating, or do you need to order more?
   Are you sharing testimonials?
   Are you writing and sharing blogs?
   Do you have enough of your branding materials ready printed for new clients?
   
3. Are you using TECHNOLOGY efficiently?
   Are documents saved securely?
   Can people access things easily where needed, and are documents that need to be secure, kept as safe as they can be?
   Are you using more paper than you need to?
   
4. Now is a good time to check and update your CRM (Customer Relationship Management)– if you have one. If you don’t, is now the time to get one?
   After all the changes during these last two years, it is a good time to check that the contacts you have, are still relevant.
   Identify which records are no longer required and delete them.
   Or outsource for this kind of work.
   
5. Do a stationery check for CONSUMABLES.
   Include checking that printers work well and you have a good supply of inks, spare batteries, paper, etc.
   Run a system check on equipment, so you can spot any potential issues.
   Do you have too much of stuff eg. Notebooks and too little of something else which will cause a problem down the line?

If

you have everything running efficiently and smoothly in the office, then you will be more productive, and ultimately more profitable, because you won’t be wasting working time sorting out technological problems and other issues.

Welcome to our comprehensive guide for UK tenants navigating the maze of un-adopted and private roads in England and Wales. There are tens of thousands of un-adopted and private roads in England and Wales, and they can be found anywhere, in country lanes, through to brand new, exclusive developments.

The challenge lies in discerning whether the road you call home is adopted or not, as this distinction can significantly impact your financial landscape. In this guide, we unravel the mysteries surrounding un-adopted and private roads in order to help tenants gain essential insights in order to make informed decisions.

Alarmingly, the last survey taken in 1972 by the Department of Transport found there were approximately 40,000 unadopted roads. In 2009, the Government released a paper that estimated it would cost £3 billion to improve these roads to an adoptable standard. There has been no survey since.

When you buy an older property, the state of the road will be obvious when you visit the house, however, roads have become more of an issue when buying new homes, particularly on new estates – where it’s not always made clear who is responsible.

Many new estates built within the last 15 years may be subject to estate charges, something not seen in the past. *Can you link to an article here?

What does it mean if your road is unadopted?

An unadopted road refers to a road that the local highway authority has not accepted responsibility for maintaining at public expense. Consequently, the onus of maintaining the road falls upon the homeowners along that particular road. This responsibility extends to the owners of properties directly facing the road, as well as those with properties where the side or length faces the road.

In the context of new housing developments, roads are typically not adopted immediately upon construction. This is a crucial consideration that individuals investing in a new build must be mindful of to avoid unforeseen responsibilities related to road maintenance.

If your road is unadopted, you can set up a resident’s association to manage the road, spread the cost and deal with issues or campaigns as a collective. This is not compulsory, and there will nearly always be someone who won’t join, which puts a greater burden on everyone else.

This Government paper was released in 2018, explaining what private and unadopted roads are.

What does this mean if you buy a new build?

Presently, it is more common for new housing developments to initiate the adoption process for their roads through the local authority, either wholly or partially. In essence, this signifies that the roads and communal public spaces, such as green areas, are not transferred to the local authority for management at public expense. Instead, these areas are entrusted to a private company, making them responsible for their maintenance and oversight.

In some cases, this could be a large housing association with many properties on the estate. That means that even those homeowners who own a freehold property can end up paying a private company to cover maintenance charges, which include upkeep of the roads and those green or communal outdoor spaces.

Usually, the agreement to manage the estate in this manner is written within the legal deeds of each property and acceptable under property law, home buyers are never consulted and have no consumer rights of redress. It is, therefore, imperative to ask and find out what the situation is as part of your due diligence.

Potential issues with newbuilds and un-adopted roads which are passed on to a private company:

• Private management company charges are uncapped and unregulated.
• Unadopted areas are often constructed to a lower standard, causing problems from the outset for affected residents.
• Residents’ requests for the breakdown of costs to show how their money is being spent are often ignored, and they often have to pay far more than expected for a basic service.
• In the press, there have been many stories of residents suffering unfair charges, which in the long term means that home buyers may be put off from buying properties on the estate. Thus, this affects the long-term value and saleability of the homes on the estate.

What to look for when buying such a home?

Here are some helpful questions to ask the estate agent and developer’s sales office from the Home Owners’ Rights Network:

• Is the whole of the estate going to be adopted by the council/water company when it is completed?
• If not, which parts will remain in private ownership?
• Has the developer agreed with the council to maintain any adjacent areas of public open space?
• What arrangements are in place to maintain unadopted areas into the future?
• Is there a Residents’ Management Company which will take control of the un-adopted areas when the estate is completed?
• Is there a cap on the estate charges and/or a limit to the annual rise in costs?
• Is there a dispute resolution process, and if so, what is it?
• What standards are used for the construction of the estate roads, footpaths, sewers, play areas, etc. and what process is in place for handover from the developer to the management company?
• Is there an independent inspection before the handover
• Are there any guarantees or indemnities against defects in the construction of the estate?

How can you find out if your road is adopted?

To find out if your road is adopted, you can do a local authority search, which is usually obtained during the course of the purchase transaction. You can also obtain a highways search from the local authority, in addition to the local authority search, which provides more detail.

It is possible to request the local authority to adopt a road, but it is purely their decision, and they will expect the road to be in a good current condition and not in a state where they will immediately have to spend money repairing it.

In some places, it can take the council as long as ten years to adopt areas. If the road is in a bad condition, it may be worth residents bringing in a managing company to deal with the maintenance until the council takes on the responsibility. This does, however, assume that everyone in the area will agree to the plan!

How we can help:

Fraser Allen takes pride in our expertise in managing and upkeeping private roads, catering to the needs of homeowners, developers, and freeholders alike. Whether you’re dissatisfied with your current management setup or seeking a reliable partner to handle road management, we’re here to assist.

If residents find themselves unhappy with the services provided by their existing management company or arrangement, we encourage them to reach out to us at 01242 399150. Our team is ready to discuss concerns, explore potential solutions, and see if our tailored approach can better meet their needs. We are committed to delivering quality road management services that enhance the living experience for residents and contribute to the success of a harmonious community.

The month of May is National Walking month, during which time we are all encouraged to walk – and I love walking any way!

This year and last, many of us have spent far too much time at home, even though we’ve been encouraged to walk to keep healthy.

As restrictions ease, walking is also a great way to meet up with friends and family.

Living Streets’ a UK walking charity, have undertaken some research to find out what people have enjoyed about walking and what would encourage them to keep walking when the lockdown restrictions are fully eased.

Their findings:

• 76% gave physical health benefits as a reason for their daily walking
• 56% gave mental health benefits as their reason.
• 36% said it was a good way to meet family and friends in a safe and legal way.
• 29% said they discovered new places
• 21% enjoyed the financial savings from walking rather than driving.

Over half (56%) of 18- 24 year olds used walking to keep in touch with people during lockdown.

Why I love walking

I walk in my local area with my mum, daughter and dogs, but when I have the time, I love walking at Westonbirt Arboretum. It is such a beautiful place to walk, and the dogs love it too.

In the past when I travelled, I always loved to go on city breaks. Before Covid I was lucky enough to visit Barcelona, Madrid, Prague, Poland, Rome and Amsterdam. Once there, I love walking everywhere so I can take in the culture, have time to take photographs, sit outside cafes, watching the world go by and enjoy my surroundings. I’m looking forward to being able to travel again and see more of what other countries have to offer. 

Last year along with my team from Fraser Allen Estate Management, we walked 850,000 steps in May to raise money for dementia awareness. The number of steps was significant; it equates to the number of people in the UK who have dementia.

When I’m out walking it relaxes me, clears my head and gives me time to myself when I have such a busy schedule. It also gives me time to be creative in my thinking and when I return back to home or work, I am more relaxed to start again.

11 reasons why walking is good for you?

• increases cardiovascular fitness, 30 minutes a day, 5 days a week can reduce the risk of coronary heart disease.
  
• strengthen bones and eases joint pain, particularly knees and hips
  
• reduce body fat – you burn calories, helps you lose weight
  
• boost muscle powerful and endurance
  
• helps you to sleep better
  
• improves mood
  
• Can help lower blood sugar – if you take a short walk after eating.
  
• boosts immune function
  
• boosts your energy
  
• tones your legs
  
• gives you time to yourself to clear your head and think creatively.

7 fun activities to get you walking:

• Let your children take you for a walk – their decision of the route.
  
• Always take your camera or your phone with you, to capture your surroundings.
  
• Take your children on a nature walk.
  
• Invite friends who you haven’t been able to see for a while to go for a walk
  
• Walk to your local shops rather than drive into town. Support local
  
• Walk and talk – have a business meeting as you walk.
  
• See how many NHS rainbows you can spot, or choose something else specific to make note of.

I’m delighted to write this week’s blog to tell you I have just received news that I’ve won, ‘Winner of the Property Hero’, ‘for going that extra mile in an exceptional year’.

I am incredibly pleased and honoured to be recognised for this award and especially for that reason.

Previous Awards:

In July 2020, I won Property Manager of the Year in the Property Management 50 awards.

These awards also acknowledge those people who have, through incredible dedication, gone above and beyond to support their customers.

This award also means a lot to me, because it is awarded by my own industry.

The judges of Property Manager of the Year, said:

“Jodie always considers her customer’s needs and then takes it one step further. Her attention to detail, insight into future needs and commitment to her personal CPD is second to none. I’ve never met someone so focused and driven to provide the best service.”

Also last year, I was named as one of the UK’s Small Biz 100.

This followed on very closely after my previous win last year.

Both the Property Management 50 Awards and the Property Hero awards were both given for similar reasons – ‘going above and beyond’ what is expected to support my clients.

For those of you who have read previous blogs, you will know how important customer service is to me. I have always believed treating people with kindness, and not allowing business pressures to override that is a fundamental ethos for my business. That is why I’m so proud to have been given these awards, they validate what I’m doing.

Entering awards not only makes you feel good, but it also has a positive influence on your business.

If you haven’t entered for business awards, here are some reasons why you might consider it:

• When you enter awards and you are short-listed or nominated, you can share the fact all over your social media platforms, which of course raises your profile.
  
• Often, you are sent logos of the award organisers, which make things look more official, and are great free PR for you.
  
• Usually, you have to fill out entry forms when going for an award. This is a good thing, because it often makes you take stock of what you are doing, and which things you are not doing in the business. You can work out which areas need to improve, and which are a success.
  
• If you employ other’s in your business, receiving awards is good for them too. You can thank them for the work they do to make your business a success. Belonging to an award-winning company is good for them too, and looks good on their CV. Take time to celebrate with your employees too.
  
• One of the most important things about awards is, when you are shortlisted or nominated, or even win, your credibility receives a huge boost. The reason is, because it is other people giving you praise and telling everyone that you are that good at what you do.
  
• Having an award helps greatly when recruiting new talent into your business – it can help attract the type of people you want working for you, and also, knowing that they are working for a successful company will help to retain them.

Pay it Forward Day is all about creating a ripple of kindness across the world.

It is a day where acts of kindness are encouraged. 

Maya Angelou said, “when you learn, teach, when you get, give.”

The idea of paying it forward became popular after the year 2000 movie of the same name based on the novel by Catherine Ryan Hyde. The basic idea is that when someone does something for you, instead of paying that person back, you pass it on to another person instead.

The philosophy of the movement can work in business too. People you have paid it forward to will hold you in higher regard than people they’ve never met, or those they have had bad experiences with.

Five ways you can ‘pay it forward’ in business

A business can give back to the community in many ways, which is their way of ‘paying it forward’.

• Adopt a company charity such as the Alzheimer’s Society.

Those of you who have read some of my previous blogs will know how this charity is personally important to me, as my grandmother, Dorothy suffers with this.

I made the decision that because of my first-hand experience with my grandmother, I would support this charity in my business, and become a Dementia Friendly company.

I know my grandmother is safe in her own home, being looked after by my mother, but some people suffering with the condition are not so lucky. Therefore, I want to make sure than anyone in their home is safe, and we support our residents if they need help.

This was even more important during the Lockdowns we have recently had. We have supported residents with shopping and contacted people living alone to ensure they were coping and had someone to chat to. This helped their families to relax a little too, knowing that their loved ones are living in a supportive environment.

• Show your appreciation for others in your business.

While we have all been existing in a strange place over this last year, particularly in work, taking the time to praise someone and tell them how well they are doing is even more important. It could be noticing how well they answer the phone, keeping their patience, when people are stressed. The person who answers the phone in your business and how they answer, i.e the tone of their voice, and their use of words, is extremely important. Our Office Manager Alice is especially good at this and we feel, always puts our clients, residents and contractors at ease. 

• Take on an apprentice or ‘kickstarter’.

Many young people are suffering in a way that hasn’t happened in recent years. Their whole future has been turned upside down in terms of their education and exams, and the opportunities open to them for their future careers.

If you have the capacity in your business, take on a young apprentice, or mentor a young person who is coming into your business sector. This is another way of giving back, paying it forward.

We are proud to be sponsoring The Cotswold Challenge this year to support young students who have been unable to take their GCSE’s and A Levels. 

• Give old computer equipment to local schools.

Again, during this last year, many children have had to work at home, and have not been able to work well due to lack of laptops. We bought 5 new laptops for a local charity supporting children who were working from home.

Even now schools are back, some children may still be at home for different reasons, and also some schools still need more laptops. Older laptops can be wiped of all information and given to local schools too. It is however really useful for the students if the laptops have a camera so they can engage in online learning. 

• Go that step further with supporting clients.

One of the best things I’ve found with my business is providing more support for clients than they expect.

Having worked for larger property management companies in the past, I often hated the fact that we were only allowed to do the work in hand, and were actually told off for doing more than was on the worksheet. 

In my business, if we are working on a property, for example, on garden maintenance and we see a resident’s flower pot need re-potting, we are happy to do this even if it’s not technically ‘our job’. We’re there at the property, it makes sense, and we will have a happier client.

Exceptional Customer Service

When I started my own business Fraser Allen Estate Management, I wanted to offer block management and property management with exceptional customer service. 

I wanted to do this because, having been in the sector for 14 years, and for ten of those years in other companies – I’d seen too much of the opposite.

I could list so many examples when I experienced a lack of care, a lack of commitment and a disrespect for the people in this sector. For some it was all about numbers, profit, efficiency savings, processes and procedures – and not about the people.

This always puzzled me as people buy from people, don’t they?

 

Even now, as my business celebrates four full years of operation, I’m staggered by how many people don’t realise that customer service actually means sales.

Not any old sale. Not sales for the sake of it. It means sales which are meaningful, which are long term and which are based on healthy relationships with clients and residents.

In the service sector, relationships really, really matter in my view – and I believe as a younger entrepreneur will matter even more in the future.

Although processes matter and balance sheets matter – the key to having a thriving business with an excellent reputation lies in building relationships, having the right relationships and offering wonderful customer service.

When a business can demonstrate that kind of value, that kind of service and that kind of approach – discussions over price and costs become much easier. Then the right customers see your value and they would rather pay for the service and its value. Rather than any old price.

These are the ways in which I seek to provide a great service in my business:

I seek to serving clients in the way they feel most comfortable. Do they prefer to communicate via the phone, email, WhatsApp or social media? Clients often want to connect with you on the same channels they use to talk to friends and family. So being able to help a client on their preferred support channel is one of the best ways to create an excellent customer service experience.

I ensure that my team are friendly and supportive – and I ensure they maintain that kind of positive energy. No one wants to deal with someone who is moaning, whinging or complaining, it’s emotionally and mentally draining – especially over the last year.

Empathy when dealing with all clients, especially with those who may have specific needs such as dementia, disability etc. My business is dementia friendly so that any resident or family member is confident their loved one will be treated with respect and dignity, even if they are confused, worried or distressed.

Being proactive – if you know your sector well, you can proactively anticipate someone’s needs. They could be your client or a resident. This could be around many and multiple things from sorting out repairs, to gardening, to sending information early because you know they are off on holiday. It shows you’ve learned about them and you really are there to make their lives easier.

Information is critical – we always try to communicate clearly with clients to ensure they are aware of what is happening within their block or within Fraser Allen Estate Management. 

Relationship building is so important – this can be as simple as addressing a customer by their name or following up on an issue to make sure the client is happy. It can be a ‘how are you?’ or a ‘happy birthday’ to show you see them as people not just as names or numbers on a balance sheet.

Respond in a timely manner – when someone employs you to provide a service, getting a response says ‘I care about communicating with you’.

For different businesses that response time will be something you can pick up – it may be instant or it may be within 24 hours. Rarely should it be longer than that. In business generally being timely is an indication of the quality of your delivery and that instils confidence for your customer and can make them a huge sales ambassador for you.

I seek and offer fairness – this is very important in my world where you are often dealing with various parties, sometimes with different viewpoints. I always seek to look at a situation in a fair and reasonable way. 

For example, if a client owes me their service charge, I will try to arrange payment plans or look at ways to manage the arrears to ensure it is fair for all parties. Should arrears collection go as far as legal action, the courts would accept a payment plan anyway so why put someone through additional costs if it will end in the same way? It is always better to try to work with someone than against them if at all possible.

As featured in Flat Living Magazine

Look-alike Day. This fun day was originally created to celebrate identical twins, clones, copycats and anyone else who you look like or, who looks like you.

On this day, people are encouraged to dress up and look like someone else. It could be someone you look up to, or a celebrity you are a fan of.

If you know the person, you could both dress alike for the day, spending time together, causing some fun.

A little trivia fun:

• It is said there are at least 7 people in the world who look just like you… 
• There’s a decent chance that everyone has a doppelganger, which is down to the limited number of genes that influence facial features. 
• An example of celebrity look-alikes are actor Will Ferrell and Chad Smith, Red Hot chili Peppers’ drummer, where the likeness is amazing. 
• There is a one in 135 chance that a single pair of completely identical doppelganger of yours exists anywhere in the world, meaning someone who looks like your twin.

And then sometimes in business you might find that ‘competitors’ suddenly look like your business, or change their offering to look astonishingly like your business, or their content is suddenly very similar to yours. It can be a back-handed compliment!

However, remember all that glitters is not gold! Looking the same does not mean it is the same!

So, when it comes to property management companies, are they all alike?

Block management and property management companies may well look alike when you are searching for them online, however, in reality – they are not!

My advice is, to do your due diligence when looking for your first management partner or if you are looking to change the company you are working with. Dig beyond the surface, educate yourself so you feel confident in your choice.

What do bad block management companies look like?

Here are some ‘red flags’ to look for in feedback about a company:

Poor communication:

Emails are not answered in a timely manner, or unanswered completely. People don’t answer the phone, and worse still, they don’t reply to messages left on their answer phone.

When the phone is answered, you are passed from person to person within the company, and have to repeat your story several times, as no information has been passed on, when you have been referred onto the next person.

Reactions to problems:

When you report a small problem, like a new light fitting is required in the shared space, and nothing happens for months because it has got lost in a big process. This often happens in larger companies. There are too many rules that get in the way of good customer service.

Attitude:

A ’jobsworth’ attitude, or ‘a computer says no!’ mentality, when the agent or their subcontractor will not help out with simple stuff, or not go the extra mile because they are not being paid. For example, a gardener who won’t repot a resident’s favourite plant, because it wasn’t on their spec sheet! Residents are made to feel like they are just pound signs, and not people 

Window Dressing:

Sometimes on the outside everything looks fine, but when you look more closely, jobs have been left abandoned, half finished.

The front of the property looks good, but when you look more closely, the back garden is unkempt by comparison to the front, woodwork has been painted to cover up problems that need repairing; therefore, problems are only superficially addressed.

Over charging:

The company are charging high service charges for work which is not being done. This can happen with more unscrupulous agents; however, you can always get advice from ARMA and The Housing Ombudsman Service.

How are we different?

At Fraser Allen Estate Management, we believe our clients come first, because, we wouldn’t be in business without them, so treating them with less respect than they deserve would be pretty foolish.

As you will know if you read my blog back in March, customer service is central to my business, so we would never, knowingly do any of the above.

Communication is a vital part of the way we run our business, as is our commitment to all of the other areas of our business.

As a team we regularly go above and beyond in our block management responsibilities. The properties we look after are people’s homes, not purely buildings to make us or their owners’ money.

If we took that latter attitude to running our business, we wouldn’t be expanding in the way we are. 

If you’d like to chat about working with us – please get in touch.

We are looking forward to taking on a new block in St George, Bristol – therefore we thought you might be interested in the first steps we take as responsible and efficient block managers and property managers.

There are 16 units in this block, which are all flats. How are they onboarded and how do we engage with residents around their homes?

Change over from previous agents.

The changeover can be a little time-consuming. This can be quite fraught as outgoing agents, not surprisingly, don’t always want to be helpful. This means we have to run around picking up paperwork etc and trying to gain the information we need in a timely and non-confrontational manner.

However, that isn’t true of all changeovers, and some previous managers have sent information over via WeTransfer, which is always helpful.

Those of you who have moved house recently will know how much information you have to give to your buyer’s solicitors, and vice versa.

With a block of flats, there is a huge amount of information we need to know and things we need to collect before taking over.

And managing a block is, ultimately, taking on a responsibility for all of the tenants in the block too. We have to ensure the handover is professional, competent and efficient, without any interruption or inconvenience to residents. We want them to feel confident with us from day one.

To this end, we send a check list to the outgoing agent to gather as much information as we can. Below is some of the information that we ask for:

 Systems:

• List of tenants
• Number of units
• Copies of lease
• Year-end accounts

Insurance:

• Block policy details
• Public liability insurance
• Terrorism insurance
• Engineering
• Directors and officers
• Any other applicable policy
• Most recent insurance valuation
• Claims history for the past five years

Accounts:

• All invoices, bank reconciliations, expenditure, accruals, debtors, reserve fund and tenant ledger.

Ground Rent:

• Aged debtors
• Funds held 

Health and Safety:

• Asbestos Survey and Register
• Health & Safety Risk Assessment
• Fire Risk Assessment

Keys to all relevant areas – sounds obvious but easily forgotten!

Maintenance contracts, such as lifts, emergency lights, fire panels

• Lift of Regular Contractors
• Service specifications
• Utilities/Electrical testing
• Guarantees (roof or NHBC)
• Any historical issues

General information:

• Certificate of incorporation
• Memorandum and Articles of Association
• Passwords
• Minutes of meetings
• Any other management company documents

Major work:

• Section 20 notices for the past 3 years
• Dates for external and internal redecoration
• Dates for 5-year electrical testing
• Copy of 10-year maintenance plans
• Any surveyors report

Legal:

• Any pending action for breach of lease or service charge arrears.
• Pending sales
• All archived documents

The information we need to gather from the outgoing agents, mostly come under three main areas that cover everything about block and tenants: Health & Safety; Legal and Systems.

If you are working with a block manager or property manager and you are considering making changes then here’s some further advice about changing agents

Talking to Residents

Alongside collecting information from the outgoing agents, we also like to contact the tenants to inform them of the changes to their management service company.

We give them all of the information they require to be able to transfer their payments to our bank, and give them all of our contact details so they can get in touch if they need anything.

Here’s one of our earlier blogs which may help you understand your right etc if you are considering moving into a new flat with a managing agent.

We also send them a contact sheet so that our records can be kept up to date. 

For us, once this initial work is done and we have our ‘ducks in a row’ we can move forward to offer an efficient service to residents and the property owner.

If you’d like to find out what the benefits of having an agent are – visit https://www.fraserallenem.co.uk/benefits-of-an-agent

Spring is here, a time of renewal, spring cleaning, and the clocks spring forward.

The official start of spring brings with it the start of the lengthening of daylight hours. Our days seem longer as we have lighter mornings and lighter nights.

It is the season of new beginnings. The earth comes to life with fresh buds in bloom, baby lambs are born, farmers and gardeners plant their seeds and the temperature slowly rises.

In terms of our homes, a time for spring cleaning, a tradition which dates back to more than 3000 years b.c. 

Springtime jobs for property managers.

Here at Fraser Allen my team and I will be very busy spring cleaning our properties. There may be a wide variety of different jobs where damage caused by the winter cold weather needs to be prepared for the summer weather to come.

Indoors
We do a deep clean of all communal areas within our properties. This could include hallways, landings, stairs – anywhere that is used by all residents.

If you have communal dryers now is a good time to check them, as they will have been used excessively during the winter months.

Gardens
We will remove dead plants; shape trees and shrubs. Plant new shrubs, and lay any new turf and top-up soil. Refresh flower beds and mow lawns.

In one of our bigger blocks in Cheltenham with 84 flats, there is a big re-planting scheme underway, which we’re looking forward to seeing the finished gardens.

 

Tips for garden maintenance in spring:

• Save your gardening until the hardscaping work has been done, rather than disturb plants.
• Before your spring bulbs start to pop up, clear borders and beds of dead leaves and debris. Good hygiene in the garden beds helps to keep pests and diseases at bay.
• Clean out debris from ponds and water features.
• Feed your soil.
• Spring is a good time to prune some kinds of shrubs and trees – check which ones with your garden centre.
• Divide perennials and transplant shrubs.
• Put in necessary supports, like trellises and stakes.
• Plant spring containers and borders.
• Remember to cover at night if temperatures drop to freezing.

Outdoors
Check and clean sprinkler services. Look at the condition of patios and walkways, to ensure they are safe to walk on. During the winter months many can crack, and during summer, some move apart with the heat, causing a hazard.

Power-wash the slabs if they are particularly dull after winter.

Moss needs to be removed from decking and grime can be cleaned from the patio slabs to remove the slippery surface.

Roof work is also a good thing to do at this time. We are currently working on a £100k job on the roof and external repairs to one of our blocks in Cheltenham, which involved specialist work, due to the removal of asbestos.

Any missing tiles can be replaced too, especially after some of the high winds we have suffered recently.

Another job we’ve also done was to deal with a cracked chimney. Getting this done at the same time as other roof works means that we can utilise the scaffolding for more than one job. 

Clearing guttering of winter leaves and debris is another job, as a blocked gutter can affect efficient water flow and rainfall drainage. Blocked gutters can also lead to leaks within the property.  

Outdoor lighting needs to be checked to see if bulbs need replacing, as with the lighter nights, people are more likely to be outside later, and in need of light.

The brighter days also mean people will be sitting in the gardens, so check that the garden furniture is safe, or if it needs cleaning. Add sealant or stain to wooden furniture and flower boxes.

Painting
Spring is a good time for external decorating which will help make the exterior of the building look fresh.

Although it’s not the responsibility of block managers, we always advise our clients it is worth having an end of tenancy clean. 

A necessary, but totally yucky job is to clean the bin stores for end of winter. We also do the same in the summer. Definitely no-one’s favourite task.

Working in property management can be extremely stressful at times, so it is important to keep healthy in both mind and body.

April is Stress Awareness Month in the UK, so it is a pertinent thing to think about at this time.

Gallup research has found that during Covid 19 stress levels have increased for female small-business owners by 62% compared to 51% for their male counterparts.

Also, their daily stress level is higher too, 60%, compared to 47%

At present, life has so many unforeseen pressures that just add to our already very busy lives. As a working mum, I have pressures at home and at work, and as much as I love both, if I don’t take care to step back and look at things, my life can be more stressful than it need be.

I also need to be aware of the signs of my stress becoming too high – and that tipping point will be different for everyone – as all bring different life experience to the table.

The increase in the use of social media for business and the amount of emails that appear in my inbox, all add to the stress of the job, because you can end up with very little down time.

Like the rest of the world, living in the current situation, there are many added pressures that people are dealing with, affecting each of them in very different ways.

Clients who may have always been easy to work with, reasonable and courteous, may have changed into more irritable, impatient people, due to the pressures and stresses in their own lives.

I don’t know what anyone else is going through and they don’t know about my life. However, we have to continue to work together in the best way possible.

During Covid 19 stress levels have increased for female small business owners by 62%

Property managers & block managers don’t get stressed do they?

Yes of course they do. In a business which involves a lot of human interaction, stressful situations can come out of nowhere.

For example, I was once slapped by a resident over a service charge dispute, and on occasions, my staff and I have been verbally abused no matter how helpful we try to be. Often this is because we are not in a position to offer the outcome that the resident wants.

Clients and residents have places where they can go to make complaints, or ask for support. Block managers belong to trade bodies which ensure you commit to a high level of service. We’ve always been proud to do so.

What sort of things add to the stresses of Property management and block management?

• People are wanting to move homes, but Covid19 restrictions have meant they have had to put things on hold. This makes them more impatient and anxious.
• Leaseholders living in flats dealing with dangerous cladding and external wall system issues are worried about the implications, both financially and generally, which provides added pressure for property management staff.
• If someone has a problem with utilities, it can be an issue if they are ‘shielding’ or elderly and scared about having strangers in their property. It brings added pressures when sorting out a solution to deal with the problem and keep the resident happy.
• From 2014, letting and property managements agents have been required to be a member of one of the three compulsory redress schemes. These schemes are designed to ensure tenants and leaseholders have a straightforward option to hold their agents to account. This means that tenants and leaseholders can escalate their complaints if they don’t think they are being listened to, or their problem isn’t being reacted to in the manner they expect. A huge added stress for property management companies if they are not behaving correctly – and can be stressful if someone complains even if you are confident you’ve done all you reasonably can to help them with their issue.
• Residents who cannot grasp the reality of the leases they have signed, what they are or are not responsible for and they are looking for someone to blame. Luckily this is rare, however, it’s always important to get legal advice on what you are agreeing too. See my earlier blog about this.

However, luckily, I too can turn to my trade body who are there to support me and the business. Fraser Allen are members and associates of The Royal Institute of Chartered Surveyors –RICS, The Institute of Residential Property Management –IRPM and The Property Ombudsman.

Back in February, The Institute of Residential Property Management (IRPM) launched a wellbeing and resilience survey in order to build a picture of the main pressures and emotional challenges faced by those working in the sector.

The results of this survey will provide a mental ‘health check’ for the industry and ultimately help towards shaping future mental health and wellbeing support for property management professionals.

Aimed

at property managers as well as onsite and back-office support staff, the survey asks recipients to share their current life pressures, their experiences of aggressive behaviour and the implications of coronavirus.

It also highlights the numbers dealing with cladding and external wall systems issues, which are proving to be a regular source of pressure for property management staff.

The survey’s results can help the sector develop initiatives which can support the mental health and continued performance of property management professionals.

Nigel Glen, CEO of ARMA, said:

“These are tough times for everyone, particularly leaseholders living in flats with unsafe cladding. ‘Our survey seeks to shine a light on the other side of the coin – the property management professionals who often bear the brunt of leaseholder frustrations, despite not being at fault for building defects. Add to this the complications a pandemic brings, and we are almost certainly looking at a workforce that is facing uncapped levels of pressure and stress. We want this survey to flag areas of concern so we can come up with strategies that will ensure our sector’s professionals can remain efficient and appropriately supported.”

Andrew Bulmer, CEO of IRPM said:

“Property management has never been an easy profession, but at the moment it’s surely tougher than ever. The cladding crisis and leasehold reform, each on their own, would be huge challenges. That they have landed during a global pandemic is outrageous bad fortune and just keeping up with the changes is exhausting.”

“A well-trained and highly competent workforce is essential, but today’s employers understand their greatest asset is their people. Supporting your team as they face their daily challenges creates a positive workplace culture, a stable and successful business and better outcomes for our customers. But what is the right kind of support, and for whom? What practical things can employers and individual professionals do to improve our wellbeing and the wellbeing of those we serve? To answer those questions, we need to analyse the evidence and that is why it is so important that every property professional takes part in this survey.”

As you will know from my previous blogs, customer service and ensuring we are supporting our clients and residents is vitally important to me, and will continue to go the extra mile regardless of what the future holds!

After over three years, the inquiry into the tragedy of Grenfell is still underway. The Phase 1 report (Grenfell Tower Inquiry Phase 1 report: government response – GOV.UK (www.gov.uk)) of the Public Inquiry into the fire was released in October 2019. 

The restart for the enquiry was to have been on January 11th, after the Christmas break, but due to Covid restrictions and going into the third lockdown, the enquiry has been suspended, possibly until May.

Predominantly, the Phase 1 document was limited to investigating the course of events during the night of the tragedy; the background of the refurbishment of Grenfell; the role of the London Fire Brigade (LFB) and their policies; the response of the other emergency services, and celebrating and remembering the lives of those who died.

There are many recommendations for the LFB, and also others on how the emergency services can communicate and work together.

The important recommendations for people living in high-rise buildings are those where the report recommends a change in the law to place new requirements on building owners and managers; this process is now underway, notably with the introduction of the Fire Safety Bill. 

A further three recommendations are aimed at building owners and managers, but without requiring legal changes. 

Nine of the recommendations aimed at the Government or building owners and managers will have significant implications for the London Fire Brigade, which is working to ensure that it is in a position to implement these recommendations in the most effective way. 

I’ll keep you up to date with developments as they become relevant.

February 2021 update:

On 10th February 2021, Robert Jenrick, the Housing Secretary announced that there will be a further £3.5 billion funding to be released for the Building Safety Fund.

This takes the amount of funding confirmed by the government to fully fund the cost of replacing unsafe cladding for all leaseholders in residential buildings, 18 metres and over in England, to a £5 billion investment in building safety.

These funds are to try to help the estimated 700,00+ people who are affected. However, there are many voices who are crying out that this is not enough. Also, residents of smaller blocks don’t appear to be covered by this, yet are still affected and they feel as if they’ve been forgotten.

According to a report by the Ministry of Housing, Communities and Local Government, remediation works to remove and replace unsafe Aluminium Composite Material (ACM) cladding systems have either completed or started on 77% (351) of all identified high-rise residential and publicly owned buildings in England.

Other statistics

• 236 buildings (52% of all identified buildings) no longer have ACM cladding systems – an increase of five since the end of August. 189 (41% of all buildings) have fully completed remediation – an increase of 22 since the end of August; 
• Of those with ACM cladding remaining, a further 115 have started remediation. Of the 105 yet to start, eight are vacant and 80 occupied buildings have a remediation plan in place. 
• 95% (148) of social sector buildings have either completed or started remediation. 74% of the 155 buildings have removed the ACM cladding, with 84 (54%) having completed remediation 
• 61% (127) of private sector buildings have either completed or started remediation. Of these, 60 have had their ACM cladding removed.

What does this mean for those who are buying or selling leasehold properties?

You may need an EWS 1 form:

The government have reached an agreement with the Royal Institution of Chartered Surveyors (RICS), UK Finance and the Building Societies Association (BSA) around this. Owners of flats in buildings without cladding will no longer need an EWS1 form to sell or
re-mortgage their property, thanks to this agreement reached in November 2020.

This form was introduced to support homeowners who have unsafe cladding on their buildings, and there is still more work to do.

However, the EWS1 form was also being applied to buildings without cladding, and this stopped people from selling or moving home, which was causing unnecessary anxiety for many homeowners.

This new agreement means up to nearly 450,000 flat owners are now able to sell, move or re-mortgage their homes.

The bigger picture

These updates may be good news but they are not the whole story! There are still wide-reaching implications and exclusions from support.

Lower-rise buildings, with a lower risk to safety, between 11 and 18 metres will gain new protection from the costs of cladding removal with a new scheme. However, this will be paid through a long-term, low interest, government-backed financing arrangement. In other words, the residents who own the properties will pay for it themselves eventually.

Under this scheme the government say no leaseholder will ever pay more than £50 a month towards the removal of unsafe cladding (yet for how many years?).

There are still people who are unfairly trapped in a vicious cycle of not being able to move because of pending works, but also not able to stay living at the property and may still be liable for costs. 

Also, with the EWS1 form, this is bringing up a number of issues around costs. For example, this includes so-called ‘intrusive’ surveys to understand what is in the cavity and this will cost around £1500. 

The government are looking at ways to address ongoing concerns about the availability of professional indemnity insurance linked to the issues with EWS1 forms.

With some of the intrusive surveys, leaseholders need to consider if the building is listed and consequently they then need to obtain listed building consent to do the work. 

And three years after the tragedy people are still living in flats they are unable to sale, are un-mortgageable, uninsurable and unsafe. However, hopefully, the additional funding, and the removal of the EWS1 form where not required, should make things move more quickly.

A few resources you might find useful:

Government steps in to help homeowners caught up in ‘EWS1’ process – GOV.UK (www.gov.uk)

Cladding Q&A (rics.org)

Government to bring an end to unsafe cladding with multi-billion pound intervention – GOV.UK (www.gov.uk)

BULLYING is such a serious issue in life – both through childhood and into adulthood that there are several key ‘moments’ throughout the year to raise awareness of it. As a victim of bullying myself, it’s a subject I talk about and refer to frequently. 

One of those moments is coming up on Friday February 26. While the most recognised Stand up to Bullying Day takes place around the world, in November as part of anti-bullying week, this particular day creates awareness earlier in the year. 

The first Stand Up to Bullying Day took place in February 2008 where 236 schools, workplace and organisations, representing more than 125,000 students and staff, registered to take a ‘Stand’ and pledged to wear pink shirts. This small act is a visual representation that bullying is not okay and needs to be recognised and acted upon so that victims of it feel empowered and supported. 

Participating in Standing Up to Bullying, means you sign up to wear a pink shirt and to stand shoulder to shoulder with those who are also campaigning. 

This idea is based on a campaign started by Travis Price and David Shepherd, two students who took a stand for a fellow student who was bullied for wearing a pink shirt to school. In support, these two young went home and purchased 50 pink shirts and handed them out at school the next day, encouraging everyone to take a stand against bullying. It may be easy for a bully to pick on one person – much harder for them to pick on 51 people. 

How can you prevent bullying?

I was bullied both physically and mentally during my time at school and into the work place. You can read more about this in my previous blog.

Bullying is prevalent in school and in work – if someone is a bully at school, then it is likely they will continue that behaviour when they are in work if action is not taken to deal with whatever their issues are – whatever it is which has led them to believe this behaviour is acceptable.

Being bullied can seriously harm both your mental and physical health and can have repercussions through the decades. This in turn, can lead to major stress, anxiety, depression, trauma and high blood pressure.

For some people, like me, it can form part of a motivation to do things in my life differently such as start my own business. However, it doesn’t make that experience acceptable. Now as a mother, I’m more motivated than ever to shine a light on bullying.

It’s important to remember that bullying is not just something that happens in childhood, often around schools. It can also happen in the workplace where it can be more covert, more insidious and more hidden.

If you are suffering in your workplace, I hope these few tips will help you take appropriate action to deal with the situation. Don’t suffer in silence as it will simply store up future problems for you.

Five Tips to deal with your workplace bully

• Speak up early on.
  Challenge the bully in what they are saying, keep calm, and ask them to treat you with respect, using their name a lot, so that it becomes personal to them.Be super aware of your body language as this is the key factor in how a bully will react. Make sure you stand tall, arms by your side and look straight at them. If you stand with arms folded, looking at the floor, you will appear nervous and that gives a bully confidence to continue. Don’t let this first incident of bullying slide, it could get worse so take control and set the tone.For example, in my early 20’s I was bullied in the workplace. It was my first ‘proper’ job in an area I thought would be my chosen career working with Human Resources. I had always had an interest in helping people so working in Human Resources was a big interest for me. Unfortunately, the lady I was working with took a real dislike to me. She didn’t like my ambition, she criticised the way I dressed, she would follow me to the kitchen to see what I was doing and who I was speaking to. Considering I was only 21 at the time, I asked for a meeting with her to try and resolve the issue. She claimed that I was terrible at my job and she was going to put me on to a performance management plan. This of course devastated me because I thought I was working hard and no one else had complained about my work. Now I’m older, I realise that it was very likely that she did this because I had challenged her. In the end it became too much for me and I decided to move to a different department. A few weeks into my new role I saw this lady having coffee with my new manager. That’s strange I thought, why would they be together? The next thing I knew, my new manager suddenly had a long list of issues that he had with me but absolutely no proof to back it up. My trust in him was gone from that moment on. I tried to persevere in the role but I would dread going in each day.I decided to leave the company completely after 18 months as I felt like I would never be able to escape this issue. However, I was determined not to let these people get away with what they had put me through and risk someone else being treated in the same way. So, I followed all relevant internal processes to raise a grievance before leaving the company, and when I left, I took legal action. Remember, bullies should never get away with acting in this way.
  The long term affects it has on people can sometimes never go away.
• Document the abuse and your performance
  If it takes you a while to realise you are being bullied, and that early action isn’t possible, document what is happening to you and any comments any third parties make – others often notice the bullying too.Keep a journal stating, who, what, when, where and why the things happened.Also, keep any other evidence to back up your side of the story, e.g. emails etc. If your performance has been criticised as part of this bullying behaviour, collect documentation that shows exactly how you have been working, and include any praise you have received from other people involved in that work/project.Identify who you can talk to about this evolving situation and make an appointment to see them.For example, a former colleague of mine faced this scenario and it took her a while to realise she was being bullied because the bully had been a colleague for several years and something had changed in the relationship and she had no idea why. When she raised it with HR, and shared her journal plus a statement from a colleague, HR took action and ensured that they were present at any meeting with my colleague and the bully – who was her boss at the time.
• Take care of yourself outside work
  Bullying can have a detrimental effect on you outside of the office. It can make you very grumpy and irritable at home. Take part in things that make you happy, and help you relax, and take your mind off work problems.Talk to your loved ones about it, but don’t continually moan, otherwise, that could put a strain on your relationship. Ensure they know that you are taking action to deal with it.
• Do your research
  Find out if your company has a policy about bullying in the workplace.Check your employee handbook or any other document that sets out the company’s ethos, values and expectations.
• Talk to your manager
  If you’ve made attempts to sort the problem out yourself, but not got anywhere, then talk to your boss.However, if it is the boss who is the bully, you need to talk to HR, or if you belong to a professional organisation, ask if they have advice or support.

The key thing out of all of this is that a bully needs to be confronted one way or another. While their behaviour may have consequences for them, which you cannot help, it may also help them deal with issues in their own lives which have been ignored or not recognised. Sometimes calling out a bully can actually help them too.

For more information about Stand Up To Bullying visit
https://www.antibullyingcrusader.com/day/international-stand-bullying-day

How kind are you? And does it matter in property management? Does it make your company better? 

Everyone can use more kindness in their lives, and at the moment, in the situation we are all living in, we need the positive effects of doing and receiving kind acts.

I’ve always believed in kindness though. It’s such an undervalued trait to be described as ‘kind’ and yet it’s one of the most powerful. A kind person will make you feel valued and important, will notice if you are having a bad time or a rough day. That is the person who will take you aside, drop you a note or pick up the phone. They will make it a priority to reach out. I aspire myself to be kind and to teach my child the value of kindness.

There is science behind the idea that both giving and receiving has beneficial consequences on our well-being. Scientists have found that the act of ‘giving’ stimulates the brain, releasing endorphins and creates what is known as the ‘helper’s high’. 

For me kindness in business is also 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. Even Maya Angelou famously said people would ‘always remember how you made them feel’. Kindness in business is at the heart of a good, modern business as far as I’m concerned. 

And you never know how any generous act can help, even the smallest act of kindness can change someone’s life. If you are truly kind, occasionally you will be blessed enough to see the outcome of your kindness, however you will not care about this.

Opportunities I’ve had during lockdown to make acts of kindness:

I have always believed that it is important to think of others, and be helpful, kind and considerate. To be able to help people in my own community is important.

1. I recently found a local charity that needed laptops for refugee children who didn’t have access to their own hardware. We donated five new laptops to Cheltenham Welcomes Refugees and arranged for another local business, Dependable Ltd to donate a laptop as well.The laptops, YESTEL T5 tablet computers, were set up with the latest high-definition LCD displays, and eight-core processors. 
2. During lockdown, I set up a group of volunteers to help those living in our managed developments who were vulnerable or shielding.We helped out with food shopping, collecting prescriptions or medicines, posting letters, helping them to attend vital medical appointments, or just giving them a call to check they were ok. 
3. For International book giving day, we donated 50 children’s books to a local school. This is so the school have more books for each year group so more than one child can read a particular book at any one time. 
4. We’ve also managed to keep in touch with our clients when needed via web-based systems, so they knew they could always contact us.

Other ‘kind’ things which are important to me:

*My business is designated ‘dementia friendly’ – you can see my personal story here – for me it’s important for others to know that my business and all of my team are dementia-aware and will treat anyone around us with care and compassion if they are confused, lost or distressed.

*We have a collaborative and give-back attitude – as my business grows supporting others will become part of our ethos. There are very practical, as well as personal reasons for this. It actually helps with recruitment and retention of staff; the best companies show that they care. Also showing that you care is something any company can do, however small or large.

*Property management is not just about bricks and mortar – it’s about being kind. Kind to those who own the buildings and relieving any stress or pressure they may be feeling around their properties – kind to tenants who, after all, are putting their faith in you around their homes and communal areas around their homes. Good property management is about people first.

What else can we all do during lockdown as acts of kindness?

• Call a friend or family member just to chat.
• Send an email just to say hello.
• Organise a zoom call to someone you haven’t been in touch with for a while.
• Buy someone a small present online & send it to them, just because…
• Send a card or a letter to someone just to let you know you are thinking of them.
• Send that long intended Facebook message that you’ve just not got round to, to that friend who moved away.
• Bake something for a neighbour or friend

“If you want happiness for an hour, take a nap.  If you want happiness for a day, go fishing.  If you want happiness for a year, inherit a fortune.  If you want happiness for a lifetime, help somebody.”

~Chinese proverb

Not everyone wants to be self-employed, be their own boss – they find that far too scary.

People quite rightly, worry about regular money coming in every month and the advantages that come with being in a ‘safe’ job. However what counts as safe these days! The concept of a ‘job for life’ is fast receding. 

There are around five million self-employed people in the UK, and at the beginning of 2020, there were 5.94 million small businesses (with 0 – 49 employees). We make up the majority of our economy and we are vital to economic health and recovery. 

However, you have to approach this life with a very large dose of reality and have a clear understanding of what that means, particularly in the early stages of your business. 

Four years ago, I chose to join that community of people, and started my own property management and block management business: and I love it!

Five things I love about running my own show.

1. I have a passion for what I do, and I get to do it MY WAY – I have worked in the property industry since 2007.  I am in control of my business, to run it the way that I want, without any bureaucratic decisions being made that I don’t agree with. Ultimately, all decisions are mine, and I accept that responsibility. Obviously, where relevant, I involve other members of my staff in decision-making. However, if fundamental mistakes are made, then I can’t blame anyone else but myself.
   
2. I get to work the hours which suit me – running the business means I have some control over the hours I work. With a growing business, sometimes, I don’t take the time I should, but again, it is down to me to ensure I take time for family-time, with my husband and young child. Working for someone else, I would have to take holidays when it fitted in with their schedule. I’m in charge of the schedule, so it is my choice when I take time off. However, a word of warning, this doesn’t mean not working hard. It’s actually the opposite. You will work harder than ever. However, when you work will often be your choice and you can flex around the other claims on your time.
   
3. Excellent customer service – has always been something I’ve been passionate about in property management and block management. Sometimes though it’s been sadly lacking. Often residents can feel they are a part of a process, system or treadmill and their individual needs or questions simply do not matter. This was one major reason why I wanted to do things my way. Being able to do those extra little things that I think are important for my clients, yet a larger organisation would probably deem them not to be cost effective, is important to me. Considering the needs of my clients and residents is an area I love to be involved in. Remembering the flats and properties we look after, are peoples ‘homes’ and not just commodities or numbers on a spreadsheet. This isn’t about counting beans for me – it’s about helping people.  I can choose for my business to give a more personal touch.
   
4. The choice of where I work is mine – currently my business manages properties in Gloucestershire, Bristol, London and the South West, communities which are relatively close to me. When I want to expand, I can also choose which areas to move into. I don’t have to wait for a face-less board of directors to give me the
   go-ahead, and suddenly be told I need to move to the other end of the country. I can plan how I expand my business and who joins me to support that growth.
   
5. Giving back – this is very important to me in my business. Certain charities are very close to my heart, and because it is my show, I can make choices about who the business supports. Because of this, I have ensured that the business is an Alzheimer’s Friendly Business – my grandmother has dementia and my mother cares for her so this is a charity very close to my heart. I also support charities linked to anti-bullying, because, again, it is something incredibly personal to me.

Overall my business means more to me than a business. It means deciding my own future, it means educating my daughter about working hard, being committed, being passionate and getting back up when things go wrong.

It means serving people in my sector and serving them well so that when they work with me they see the value above the price. A good property management and block management provider, like mine, is worth its weight in gold to give time back and reduce stress to the property developers and owners – and also supports residents who know my team will take their needs seriously.

It means being the master of my own fate where all rests on my shoulders so it really matters to share my messages of doing business in block management and property management in an ethical, transparent, efficient and caring manner.

During the first week of January the Government brought in reforms to make it easier and cheaper for leaseholders to buy their homes.

This is one of the biggest reforms to English property law for 40 years and should make home ownership fairer and more secure.

In reality this means that millions of leaseholders will be given a new right to extend their lease by 990 years. These changes mean that some households could save from thousands to tens of thousands of pounds. Also, the elderly are protected by reducing ground rents to zero for all new retirement properties.

At present, under the current law, many people pay high ground rents, which when combined with a mortgage, can seem as though they are paying rent on a property they already own. There are still some questions that need to be ironed out around how the ground rent process will work should not all leaseholders chose to extend. This could be left up to the freeholder to choose, or the Government may look to make the rules. At this point we still don’t know.  

Also announced was the setting up of a Commonhold Council, made up of leasehold groups, industry and government, that will prepare homeowners and the market for the widespread take-up of commonhold.

Commonhold, is a model used widely around the world. It is where homeowners buy and own their property on a freehold basis, but blocks are jointly owned and managed. This means that the flat or house is fully theirs, and they can make decisions about its future too.

What does these changes mean in reality? 

These are my thoughts on some of these changes, and how they might affect people living in leasehold properties:

• Don’t mistake ground rent for service charge. Although this is really good news for leaseholders that extending their lease will no longer be as costly, it is important to remember that leaseholders will still need to adhere to the terms of the lease and pay the appropriate service charge. However, there is some discussion that arbitrary restrictions, such as banning pets will no longer be imposed.   
• Commonhold, will allow a person to own a freehold flat with shared responsibility for common areas. Managing Agents will therefore still be required for the management of shared communal areas. We believe that this will be another misconception about the commonhold process. 

• We have seen some serious mis-selling of leasehold properties over the years, especially with first time buyers not knowing the difference between leasehold and freehold. Although leaseholders are owner occupiers, they are essentially still a tenant with a landlord, with rights and obligations set out by the lease document.   
• It’s good news that Government are looking to outline plans to improve practices for future leases, but existing leaseholders need the Government to implement concrete solutions to help existing homeowners. Too many first-time buyers have been sold the dream of home ownership, without the full understanding of the obligations surrounding leasehold. Providing potential buyers with a copy of the lease early on in the purchase process, and making sure they read and understand it, would be beneficial to all involved.  

Andrew Turner, property specialist at Hughes Paddison Solicitors comments that “The headline of the Government’s press release states that the new legislation will make it easier for leaseholders to buy their homes. The press release goes on to say that leaseholders will be given the right to “extend their lease by 990 years”; so not quite a right to ‘buy’. But it is certainly a step in the right direction. The devil is in the detail of course and questions remain as to how this is going to work in practice

“For example, if all new leaseholds are to be sold with nil ground rent, is that going to make it harder for a leaseholder to sell their Victorian mansion flat?”

But these questions to one side, the announcement is positive news for many leaseholders and landlords, and should make things cheaper and simpler in the near future.

Owning a leasehold property can be great in terms of investment, yet it can quickly become a nightmare when it comes to dealing with fellow leaseholders if the block of flats is self-managed (i.e., without a managing agent)

Due to busy lifestyles or lack of understanding, many things will likely be missed. Changing communal light bulbs, meter readings and general maintenance is one thing, but when it comes to legal requirements, health and safety, debt collection and major works, this becomes another matter entirely.

Managing a long leasehold residential property (also referred to as Block Management) is complex. It will involve collecting service charge, ground rent, dealing with complaints, organising and overseeing repairs and inspecting the communal areas on a regular basis.

A management team like ours at Fraser Allen Estate Management will take away the worry and angst from all leaseholders.

The

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most beneficial aspect being, your management agent will deal directly with leaseholders, and their tenants if required on any aspect relating to the development.

Benefits of using an agent vs self-management.

• Planning and collection of service charge and major works.
  
  A professional Managing Agent will bring an organised approach to the planning and collection of service charges and reserve funds, the timetables for redecoration and repairs and inspection and supervision of works. A managing agents’ assessment of what must be done, and when, will be independent of private interests and preferences and based solely upon their duty to keep the premises in good repair. The process of collecting funds and the responsibility for taking steps to recover unpaid charges will be removed from the individual directors/leaseholders of the Resident Management Company.
  
• Administration
  A managing agent will be geared up to handle the mundane and time-consuming administration, and may handle it more efficiently through better facilities for storage and retrieval of records and documentation essential for accounting purposes.

• Disputes
  Issues and disputes can be dealt with impartially by an arm’s length agent in order to limit the animosity and division which could arise where personal issues become the business of neighbours and colleagues.
  
• Lease and company responsibilities
  The agent distinguishes between the needs and duties of the company under the Companies Acts and the needs and duties of the company in its separate role as landlord under the leases and the relevant landlord and tenant legislation.

• Professional Indemnity Insurance
  Agents should hold professional indemnity cover as a further protection against negligent acts or incompetence. Using an agent passes some of the responsibility for compliance with leases, laws and codes of practice to the agent. BUT the directors of a Resident Management Company are responsible for setting policy and monitoring the work of the agent.
  
• Fewer legal problems
  A good managing agent is up to date with the latest laws. Therefore, if a problem arises, the agent can deal with the legal issues professionally and as quickly as the law allows.

Dangers of self-management

Managing your block of flats is a good idea, isn’t it? How hard can it be? Maybe not as easy as you think!

• Problems with the law
  Managing the block can be a minefield if you’re not legally minded. The legislations, rules and regulations change, and to keep abreast of these, and do everything else, is incredibly stressful.
  If you come unstuck with legalities, the consequences can be very serious for you.
  A good managing agent will protect you and keep you fully up to date with all changes in property law.

• Section 20 Consultations
  Sometimes, like when there’s an emergency, it isn’t practical to undertake a Section 20 consultation before carrying out major works. In these cases, you can apply for ‘dispensation’ from consultation. In the majority of cases however, you need to go through the Section 20 process before you can start incurring major works costs. Without the consultation you may find that you can recover no more than £250 per leaseholder.
  Without the relevant knowledge of this procedure, the legal complications can be disastrous.
  
• Ignoring the lease
  An essential part of self-management is reading and understanding the lease and your obligations within it. Failure to meet the requirements of the lease can lead to leaseholder disputes and dents in vital cashflow.
• Spending on ‘unauthorised extras’
  Again, thinking about the lease, you can get into hot water if you spend the service charge monies on items not permitted in the lease. This could lead to being unable to reclaim these costs ending up with big financial and legal problems.
• Incorrect insurance cover
  Saving money on insurance may seem appealing, but self-management can lead to the appropriate level of cover not being placed. Worse still, the policy underwriter may not understand the complexities of block management. For example, will tenants be covered for alternative accommodation or just loss of rent? What happens if leaseholders rent to students or via AirBnB? A managing agent would ensure your insurance is adequately placed as well as placing Directors and Officers Insurance for relevant parties.

Why having an agent is a good investment?

As you can see from the points above, working with a Managing Agent, frees up your time so you can concentrate on the things you enjoy.

How do you choose your property management company?

• Ask friends, colleagues and other sources that you trust for referrals. Then check information about that referred company.
  
• Research Property Managers Online.
  Look for companies that are members of the IRPM (Institute of Residential Property Management Ltd.)
• Read online reviews from legitimate customers across a variety of different platforms. If there are recurring themes of poor practice it is worth investigating if it’s true.
• Type of property in their portfolios – do they match yours?
• Company location – make sure they are based near the property, not miles away.
• Visit properties managed by the company. How well kept are the gardens? Visit more than once.

• Talk to some of the residents about how well the property is managed.
• Always meet in person rather than select a company online or over the phone.

I’m

sure most of us have heard about Listed Buildings, but do we know what that means if we want to buy a Listed property – and what it means if you are in a managed leasehold property?

What is a listed building?

A Listed building is one that is on the statutory list of ‘buildings of special architectural or historic interest’, sometimes referred to as The National Heritage List. The building is listed to protect it for future generations.

The listing covers a whole building, including the interior and can also cover:

• any attached structures,
• later extensions
• Pre-1948 buildings on land attached to the building (in the planning system this is called ‘curtilage’ – attached land).
  

Listed buildings are all very unique, so it is worth checking with your local planning authority to find out what exactly is covered by the listing on your building.

Which type of buildings are listed?

The most significant cause for a building to be selected for listing, is its age. The older a building the more likely it will be listed.

All buildings built before 1700, which have survived in their original condition, or as near to it, are listed. Most between 1700 and 1850 are also listed.

Particularly careful selection is required for buildings from the period after 1945 to be listed. It may be that they demonstrate technological advances; possess a notable feature or are the work of a particular architect.

Some recent post-war buildings are now also being considered.

Two recent buildings that fall into the category of being of special importance are the Royal Festival Hall and the BT Tower in London.

In England there are approximately 376,000 listed building entries, which actually amounts to over 500,000 listed buildings. It is hard to be precise, because a row of terraced houses can be a single list entry.

Five points to consider when buying a listed property:

1. What category does your property or prospective property belong to?
Categories of listing are:

• Grade 1 – Buildings of exceptional interest; only 2.5% of listed buildings are Grade 1.
• Grade II* – Buildings are particularly importance, being of more than special interest; 5.5% of listed buildings.
• Grade II – Buildings of special architectural or historic interest; 92% of listed buildings.

2. You will need special permission to make any changes.

There are controls over what you are allowed to do to the building in terms of alterations. This doesn’t mean there is a preservation order preventing change, but consent must be applied for to make any changes to the building that might affect its special interest. Within government planning guidance, listed buildings can be altered, extended and sometimes demolished, but consent has to be gained first.

3. Repairs are likely to cost more – and sometimes a lot more.

Often, you’ll have to hire specialist tradesmen with particular expert skills to do the work. Some buildings retain period design and or building features which require skills that are no longer used regularly by the majority of builders. This will mean hiring specialist tradesmen with a particular skill-sets to do the work, which means they will be more expensive.

4. You may be able to get a grant for repairs or for a contribution to the works.

Historic England are the body who look after Listed Buildings and they will usually offer grants when the repair will be unable to go ahead without that support.

5. You may require specialist home insurance

If you buy a property that is listed, you must inform your insurer.

The insurance should be for a rebuild, not just the market value, because due to being listed, specialist building materials may be required, which are more expensive.

All of this applies even if you have a managed property with a managing agent – such as Fraser Allen Estate Management. My team and I have to consider all of the above too and we often advise our residents if this is relevant to their homes. A rule of thumb is this – if you like heritage properties, and it’s also in a heritage setting, this will be an issue to consider from the outside regardless of whether you live in a leasehold or freehold property.

If you are buying a property and think it might be listed, but don’t know, you can check on The National Heritage List for
England here.

In my blog last week, I talked about what you can expect from a landlord. This week, I’m going to talk about the expectations some people have when it comes to what they think their landlord should provide.

When we buy a property, whether it is a house, a flat or retirement property, it is our home. The place where we can hide away from the world, should we need to. It becomes our kingdom and we can become very emotionally attached to it, which is a good thing of course. 

If your property is freehold, and as long as you keep up mortgage payments, you can do just that, after all you have full responsibility for everything about your home. If something goes wrong, within your property or within your outside space, you are responsible for the cost of putting that ‘thing’ right. 

However, if you are living in a leasehold flat, then it’s incredibly important that you understand the legal rights and liabilities. What will the leaseholder do if something goes wrong – and what is your responsibility as the resident? What do you have to pay for? 

Looking at it in simple terms, if you own a leasehold flat, it is a long tenancy, and you have the right to occupy that flat for a long period. For the term of the lease. You also can expect some things to be paid for – and some things will not be paid for and in some blocks or properties, different residents may have different rights. Check out our blog here for more info.   

This is due to the fact that some properties in the same ‘block’ or area may have different leases or no leases at all. It is not always straightforward.

What can be expected in a lease:

You, the leaseholder has ownership of everything within the four walls of the flat, including floorboards and the plaster on the walls and ceilings. Anything goes wrong within that domain, you will have to pay for it, make it right at your own expense and decorate at your own expense.

If a garden is included, then it is your responsibility too and any works which are carried out are at your cost. If, however it’s a communal garden for the building, then the landlord would be expected to care for it from the funds you pay in with other relevant residents. This may just be maintenance though, it may not mean a whole re-design or landscaping of the space.

What you cannot expect:

• The landlord to mend your washing machine, or any other white goods in your flat. That is your own personal property and therefore your responsibility to repair.
  
• To be able to make structural changes within your flat, without speaking to the landlord first.
  
• The landlord to decorate the inside of your property, or buy new carpets.
  
• The landlord’s responsibility stops at your front door. 

However, unlike ownership of a freehold property, you may not necessarily be free to do whatever you want. These restrictions and conditions are put in place to protect the interest of everyone in the building. Some restrictions may include:

• Owning pets of any kind.
  
• Making noise i.e playing loud music, or instruments, after certain times of the day/night.
  
• With retirement properties there may be restrictions on the age of people living there.
  
• The placement of satellite dishes.

What features are the responsibility of the landlord?:

1)   External or structural walls.

2)   Garden, if communal

3)   Maintenance and repair of the overall building structure and communal areas.

The third point above, is where serious problems have arisen, with landlords not effectively looking after their building with enough care and attention. However even this can be a grey area and must be looked at on a case by case basis.

Take, the worst case in recent years, the fire of Grenfell Tower. This is an example of a landlord, (in this case, the local authority), appearing to not ensure the safety of their building, and ultimately, tenants, with tragic consequences. 

Not surprisingly, following this fire, many other residents of blocks of flats have been contacting their landlords to make sure they don’t have the same issue with cladding that doesn’t comply with building regulations.

Recently, it has been deemed to be the responsibility of the leaseholders to rectify any unsafe cladding via the service charge each leaseholder pays. This isn’t good news for leaseholders as in some instances, costs are in excess of £50,000 per flat. 

In a leasehold property, although it is the landlord’s responsibility for maintenance and repair of the building, they will generally recover any costs through the service charges passed on to the leaseholders.

This has become an issue for people who took up the chance for the ‘right to buy’ scheme around their council properties. Many are now leaseholders and are suddenly being presented with large bills for works being carried out.

A different problem, is when someone lives on an estate where some properties are leasehold and some have management agents and some don’t. In reality, this means that whereas some people expect the landlord to pay for the replacement windows and doors, their agreement doesn’t actually cover that.  You don’t always have parity with your neighbours. 

My blog theme for January is going to be all about leases. In my business journey – and during my career prior to starting my own company – this is one area where the public are woefully uneducated when it comes to a lease. 

Indeed even business owners can find they get caught out because they don’t know the difference between a lease and a licence. They can sign for a lease, when they’ve previously had a licence, and many won’t bother to go into the detail. This is a BIG mistake which can be very costly. 

As a property manager, I know a lot about leases, they are frankly part of the DNA of my business day in and day out. 

While this may make me sound like a ‘lease geek’, it means I do know what a lease is, what it means, what it doesn’t mean, how to read it, what to look for and what questions to ask. A lease is like any other contract, it’s vital that you read the small print and ask questions about it before you make any kind of financial commitment. 

Indeed, if in doubt, it’s always cost effective to ask a solicitor with experience in commercial and private property to check through any lease (or licence) agreement and flag up any key terms and conditions so that you can be very clear what you are signing up for. This then will mean there are no surprises when it comes to unexpected bills for works carried out on your home or your business premises. 

Therefore my mission this month is to offer some accessible knowledge when it comes to leases. 

What is a lease?

A lease is a contractural agreement where a leaseholder will pay the lessor for the use of an asset. That asset could be a property, a car, or some kind of equipment. This agreement will require responsibilities to be accepted and understood by both parties.

When it comes to property ie. your home this contractural agreement can become a very emotionally-charged document. However that doesn’t detract from the fact that it is a legal agreement where emotion is irrelevant.

Do you know if your home is freehold or leasehold? Most houses in the UK are freehold which means that the property and the land on which it stands belongs to the home-owner. In the UK most flats and apartments with communal facilities and communal spaces are leasehold ie someone owns the land, the communal areas and the overall structure and therefore a payment is required. 

Do you really know the difference? This is important if you are moving into an apartment block, either to rent or buy – regardless of your age. You could be a first time buyer or you could be someone moving into a retirement flat or similar.

What is the detailed difference between being a leaseholder or a freeholder?

The definition of lease: A contract by which one party conveys land, property, services etc to another for a specified time, usually in return for a periodic payment. (Oxford Dictionary) The Lease contract should set down the legal rights and responsibilities of either side. You need to read these or take legal advice around it.

Freehold means, you own the property and the land it stands on outright, in perpetuity. With the freehold, your name is in the land registry as the freeholder, owning the title absolute.

With a freehold, you don’t have to pay annual ground rent or service charges, however you also have the full responsibility for maintaining the fabric of the building – the roof and outside walls, gardens, fencing and the land on which it stands etc etc.

Statistics around leasing in the UK

• Around 14.6 million (63%) of households in England owned their own homes in the two years between 2016 and 2018.
  
• In 2018-2019 an estimated 4.5 million leasehold dwellings in England which is 19% of the English stock housing.
• Of those leaseholders, 2.5 million (55%) were in the owner occupier sector, 1.8 million (39%) privately owned and let in the private rented sector.
• The remaining 234,000 (5%) were owned by social landlords and let in the social rented sector.
• The majority of leasehold dwellings (69%) were flats, with 3.1 million leasehold flats across all tenures (2.9 million in the private sector and 159,000 in the social rented sector.)
• There were 1.4 million leasehold houses in 2018 – 2019, which made up the remaining 31% of leasehold dwellings.
  

Source: Leasehold_Estimate_2018-19

What are your responsibilities as a leaseholder?

• You do not own the land the property is built on.
• You lease from the freeholder or landlord.
• Leases are usually long term. They are often 90 years, and can be as high as 999 years, but the converse is, they can also be short, for example, 40 years.
• Leaseholders have to pay annual maintenance fees, service charges and their share of the building insurance.
• Leaseholders normally pay an annual ground rent to the freeholder.
• Leaseholders have to obtain permission for any major works done to the property
• Leaseholders may face restrictions, such as not owning pets, or subletting.
• If leaseholders don’t fulfil the terms of the lease, then the lease can become forfeit.

It is vital to read the small print of any contract, and be sure that you fully understand your rights and responsibilities.

Also, find out who is responsible for the management of the building, in case you run into problems. Is it the freeholder for the building, or is it a property management company?

For more information, check out “Common misconceptions about leasehold flats” on the Links section of our website.

What are landlords/freeholders responsible for?

Normally, the landlord or freeholder will be responsible for maintaining the common parts of the building, such as the entrance, hallways and staircase, as well as exterior walls and roof. 

Look out for my blog next week which will explore what can you expect of your landlord or their management agent? What does good look like and what are the basics you can expect.

At Fraser Allen, my team and I are here to help you with any issues or queries you have about leasehold properties.

Feel free to contact us