The New Block Management Code of Practice. Will it Boost Service Delivery?


Author : Mary-Anne Bowring

Will it improve service delivery?

Finally new block management code of practice is being developed that we hope will improve the service that leaseholders can expect to get from their managing agent. This will help you to select your managing agent.

Which Managing Agent?

At Ringley, we are committed to giving both landlords and residents professional service. All of our staff working as managing agents are either qualified or working towards their industry qualifications. We strive to maintain high standards of customer care and communication. We are well aware, however, that we work in a largely unregulated business where there are a few rogue agents that give us all a bad name. This means we have to work even harder to ensure that the services we provide are the best.

Therefore, we welcome the fact that the RICS and The Property Ombudsmen (TPO) have been working with the government-backed Ropa Code of Practice Steering Group to come up with a set of new rules for agents to work with. The block management code is to be based upon industry best practices developed by professional bodies such as the RICS and IRPM. It sets out the standards and principles that all managing agents working in the leasehold sector should abide by.

What does the new code include?

  • Increased transparency over service charges and management fees. This is so that flat owners can see how their money is being spent
  • Clear advice on dealing with any occupier disputes
  • An updated complaints processes
  • Best practice for securing new business. This is with the aim of showing up rogue agents and to ensure that leaseholders get the right level of service.
  • Recognising the part played by consumers’ use of social media and guidance on how to work effectively with leaseholders and residents’ associations in an increasingly digital society.

Ultimately, we hope that the code will be adopted. This is because we are in favour of anything that brings agents closer to their clients and customers. We would like the lines of communication between our staff and our customers to be always open. This is not the case with all block managers. If the proposed changes help to improve understanding on both sides and raise standards in our industry, it is certainly worth promoting.

To take a closer look at the consultation and have your say on ways that we could improve our service delivery, click here.

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