Block Management Complaints

A clear guide to resolving block management complaints, from raising issues with your managing agent to escalating to the Property Ombudsman or Property Redress Scheme.

Dealing with poor block management can be frustrating, but leaseholders have clear rights and routes to resolve complaints. Whether the issue involves unreasonable service charges, poor maintenance, lack of communication, or failure to comply with legal obligations, there are established processes to hold your managing agent accountable.

At Block, we maintain a clear, accessible complaints procedure because we believe transparency and accountability are fundamental to good management. If you are experiencing problems with a different managing agent, this guide explains the steps you can take. If you would like to explore switching to a new managing agent, we would be happy to discuss how we can help.

Steps to Resolve a Block Management Complaint

1

Raise the issue directly

Contact your property manager in writing, clearly explaining the problem and what you want them to do about it. Keep copies of all correspondence.

2

Use the formal complaints procedure

If the initial response is unsatisfactory, follow the managing agent's formal complaints procedure. All managing agents are required to have one.

3

Escalate to the redress scheme

If the complaint is not resolved internally, refer it to the managing agent's redress scheme (the Property Redress Scheme or The Property Ombudsman).

4

Apply to the First-tier Tribunal

For service charge disputes, the appointment of a new manager, or other leasehold matters, you can apply to the First-tier Tribunal (Property Chamber).

5

Consider the right to manage

If the management is fundamentally unsatisfactory, leaseholders can exercise the right to manage to take control of how the building is run.

Common Block Management Complaints

Unreasonable or unexplained service charge increases
Poor or infrequent building maintenance
Lack of communication from the property manager
Failure to carry out Section 20 consultation correctly
Undisclosed commissions from contractors or insurers
Poor financial reporting and delayed accounts
Failure to address fire safety or compliance issues
Unresponsive emergency repairs service

Frequently Asked Questions

Can I complain about my management company?

Yes. If you are dissatisfied with your block management company, you should first raise the matter directly with your property manager or their line manager. If the issue is not resolved, you can escalate through the managing agent's formal complaints procedure. If you remain unsatisfied after exhausting the internal process, you can refer the complaint to an independent redress scheme such as the Property Redress Scheme or The Property Ombudsman, depending on which scheme the managing agent belongs to.

Is it worth complaining to the ombudsman?

Complaining to the relevant ombudsman or redress scheme can be worthwhile, particularly if your managing agent has failed to resolve a legitimate complaint through their internal process. The Property Ombudsman and the Property Redress Scheme can investigate complaints, require the managing agent to take corrective action, and in some cases award compensation. However, these schemes have limitations on the types of complaints they handle and the remedies they can offer.

How do I complain about a managing agent?

To complain about a managing agent, follow these steps: first, put your complaint in writing to the managing agent setting out the issue clearly and what you want them to do about it. Second, allow them reasonable time to respond through their internal complaints procedure. Third, if the response is unsatisfactory, check which redress scheme the agent belongs to and submit your complaint to them. Fourth, for issues involving unreasonable service charges, you can apply to the First-tier Tribunal (Property Chamber) for a determination.

Who regulates block management companies?

Block management companies in the UK must belong to a government-approved redress scheme, either the Property Redress Scheme or The Property Ombudsman. Managing agents who are members of professional bodies such as ARMA (now The Property Institute) or are RICS-regulated are also subject to the standards and disciplinary processes of those organisations. The First-tier Tribunal (Property Chamber) has jurisdiction over service charge disputes, the appointment of managers, and other leasehold matters.

Can leaseholders remove a management company?

Leaseholders can change their management company through several routes. The most direct is the right to manage under the Commonhold and Leasehold Reform Act 2002, which allows qualifying leaseholders to take over management without proving fault. Alternatively, leaseholders can apply to the First-tier Tribunal under Section 24 of the Landlord and Tenant Act 1987 for the appointment of a new manager if the current agent has failed in their duties. The freeholder or residents management company directors may also choose to appoint a different managing agent.

Frustrated with Your Current Managing Agent?

Talk to us about how we can provide transparent, accountable block management for your building.

Get in Touch0161 371 7190