Leaseholders are increasingly looking for help with specific problems when they switch managing agent and many more are looking for a way to improve their current services. Poor performance can result from a high turnover in personnel, a lack of transparency, poor communication and a lack of accessibility.
When you work with KFH Block Management, we will undertake an inspection of the site to determine the scale of service you will need. We will then present a demonstration of how we work with all the interested parties from Board of Directors to residents. We will present to all the stakeholders and show and explain all the technology we use as well as introduce the people we employ so you can communicate with us the way you and your residents want to.
If you appoint us, we will put together a contract with you that includes the outputs of any residents’ interviews, our schedule of condition of the building and all other service criteria. The process should take no longer than 2-3 months. We will write to everyone living in the block and ensure we observe their preferred means of communication. We constantly update everyone on the status of any project milestones of the entire portfolio of buildings.
By including Service Level Agreements in a new contract, all parties can be sure of what needs to be delivered in order to continue the relationship. These will include undertakings to enforce Lease and Building Regulations and to uphold all parts of a lease or share of freehold agreement.
We will always provide financial transparency and make a quarterly statement of each account available and ensure yearly statements of all accounts will be delivered to the building directors along with any other pertinent reporting, and budgeting in time for the beginning of the new financial year ahead.
We will ensure that all complaints, issues and points raised over email, telephone, via the portal and mail are acknowledged within 24 hours and assigned for resolution and in addressing these we will undertake to circulate any inspection reports with building directors along with recommendations on mitigating actions.
In terms of procuring remedial action, your KFH property manager will ensure that all suppliers complete a due diligence process before working on the building – for example they hold the required insurance cover and qualifications for activities they are contracted to complete, will make sure that all the quotes obtained are reasonable, and upon completion be responsible for judging if an invoice to pay is correct.
In our experience, good communication is crucial. Whatever the reasons, communication problems can lead to a high amount of customer frustration and even damage to buildings if problems are not addressed. An important job for block managers – may be the most important job – is to take residents’ complaints and get things fixed.
We are proud to say that our block managers have an average tenure of 6+ years with the company – this in itself leads to fewer complaints and better relationships.
“Having had a large nationwide agent, we decided to move our building to KFH having been known to us as a reputable, stable and reliable London managing agent. Communication was a key factor of such a change, with KFH having demonstrated to us their systems to do so, which has been followed through and well into the management of our property in Holland Park.”
Joanna Silenza – Fitzclarence House
You can be confident that you are working with a company that operates strictly within ARMA guidelines and will ensure that all documents and records are transferred in good order, so we can start managing your property properly from day one. No matter if you are a Resident Management Company, a Right to Manage group or a freeholder, our Block Management team are ready to deliver.
If you want to find out more about how we undertake and manage repairs to property under our management please email email@example.com or call 020 3542 0147