Caretaker and Porter Services for Blocks of Flats
A complete guide to caretaker, porter, and concierge services in blocks of flats. Understand the duties of on-site staff, how their costs are funded through the service charge, employment considerations, and how a well-managed caretaking arrangement improves your building. Whether you are a leaseholder, a director of a residents' management company, or a freeholder, this guide covers everything you need to know.
What Do Caretakers and Porters Do?
A caretaker in a block of flats is responsible for the day-to-day upkeep and maintenance of the building and its communal areas. The role varies from building to building, but typical duties include cleaning hallways, stairwells, and entrance lobbies, carrying out minor repairs such as replacing light bulbs and fixing door closers, monitoring building systems including heating and ventilation, supervising contractors on site, reporting maintenance issues to the managing agent, and ensuring that communal spaces are kept safe, clean, and presentable.
A porter or concierge performs a more front-of-house role. On-site staff in this capacity are typically stationed at a reception desk or entrance lobby, handling parcel deliveries, greeting visitors and contractors, managing access control and security, and acting as the first point of contact for residents. In many modern developments, the porter also provides a visible security presence, which contributes to resident safety and building security.
In practice, the distinction between a caretaker and a concierge is not always clear-cut. Many buildings employ on-site staff who combine maintenance and front-of-house duties, tailored to the specific needs of the building. The scope of the role is typically defined in a job description agreed between the managing agent and the freeholder or residents' management company. For more information on how we manage these services, see our caretaker services and concierge and porter services pages.
The Benefits of On-Site Staff
Having a dedicated caretaker or porter on site brings significant benefits to a block of flats. The presence of on-site staff improves the day-to-day experience for residents and can have a measurable impact on property values and the overall condition of the building. Buildings managed by Block that employ on-site staff consistently report higher resident satisfaction and fewer reactive maintenance issues.
Security Presence
A visible on-site staff member deters antisocial behaviour, monitors access, and provides reassurance to residents, particularly in larger buildings or those in urban locations.
Faster Response to Issues
When maintenance issues arise, an on-site caretaker can respond immediately rather than waiting for a contractor visit, preventing minor problems from escalating into costly repairs.
Cleaner Communal Areas
Regular, attentive cleaning by a dedicated caretaker keeps communal areas to a higher standard than periodic contractor visits, maintaining the presentation and hygiene of shared spaces.
Contractor Supervision
On-site staff can supervise contractors, ensure access to plant rooms and communal areas, and report on the quality of work carried out, saving the managing agent time and improving accountability.
Resident Satisfaction
Having a familiar, approachable member of staff on site improves communication, builds trust, and creates a stronger sense of community within the building.
Property Value Impact
Well-maintained communal areas and a professional on-site presence contribute positively to the perceived quality of a building, supporting property values and saleability.
The benefits of on-site staff extend beyond the practical. A good caretaker or porter fosters a sense of community and helps residents feel that their building is well looked after. For buildings considering introducing on-site staffing, our residential block management team can advise on the most cost-effective approach.
Employment and Cost Considerations
Employing a caretaker or porter in a block of flats involves important legal and financial considerations. Whether the on-site staff member is employed directly by the freeholder or residents' management company, or engaged through a contractor, the arrangement must comply with employment law and be properly reflected in the service charge budget.
The managing agent plays a key role in advising on the most appropriate employment model, managing payroll or contractor relationships, and ensuring that all costs are transparent and represent value for money. At Block, we handle the full administration of on-site staff arrangements as part of our block management service, ensuring compliance and cost control at every stage.
Direct Employment vs Contractor
Directly employed caretakers give greater control over duties and hours but carry full employment law obligations. Contractor-based arrangements transfer employment liability to a third party but may cost more and offer less flexibility.
Employment Law Compliance
Directly employed staff are entitled to statutory holiday pay, pension auto-enrolment, sick pay, and protection against unfair dismissal. The managing agent must ensure all obligations are met and that employment contracts are properly drafted.
Service Charge Budgeting
All caretaker and porter costs must be included as a transparent line item in the service charge budget. This includes gross salary, employer national insurance, pension contributions, uniform costs, and any equipment or materials required for the role.
Benchmarking and Value for Money
Costs should be regularly benchmarked against comparable buildings and market rates to ensure the arrangement represents value for money for leaseholders. The managing agent should review staffing costs annually as part of the budget process.
Cover and Contingency Planning
Arrangements must be in place for cover during holidays, sickness, and absences. The service charge budget should account for the cost of temporary cover to ensure continuity of service.
For a full breakdown of how staffing costs are reflected in building budgets, visit our service charge management page or read our service charge guide for a comprehensive overview of how service charges work.
Managing Caretaker Performance
Effective management of on-site staff is essential to ensuring that leaseholders receive value for money from their service charge. The managing agent is responsible for the day-to-day supervision of the caretaker or porter, setting clear expectations, and monitoring performance against agreed standards.
At Block, we take a structured approach to caretaker management. Each building with on-site staff has a documented schedule of duties, clear key performance indicators, and a regular review process. This ensures that the caretaker or porter delivers consistent, high-quality service and that any issues are identified and addressed promptly.
Our approach includes the following elements.
- Documented duty schedules setting out daily, weekly, and monthly tasks for the caretaker or porter
- Regular site inspections by the property manager to assess the standard of communal areas and verify that duties are being completed
- Performance reviews conducted at least annually, with clear KPIs relating to cleanliness, responsiveness, and resident feedback
- A clear complaints process so that residents can report concerns about on-site staff performance to the managing agent
- Annual review of duties and hours to ensure the staffing arrangement continues to meet the needs of the building and represents value for money
Good caretaker management is a core part of effective block management. To learn more about how we manage buildings and their staff, visit our building maintenance page or contact our team to discuss your building's specific requirements.
Alternatives to Full-Time On-Site Staff
Not every block of flats requires a full-time caretaker or porter. For smaller buildings or those with tighter budgets, there are a range of alternatives that can deliver many of the same benefits at a lower cost. The right approach depends on the size of the building, the complexity of its facilities, and the priorities of the leaseholders.
The managing agent should advise on the most appropriate model based on a realistic assessment of the building's needs and the available service charge budget. At Block, we work with buildings of all sizes to find the staffing or maintenance arrangement that delivers the best outcomes for residents.
Part-Time Caretaking
A part-time caretaker visiting the building for a set number of hours each week can cover essential cleaning and minor maintenance tasks at a fraction of the cost of a full-time appointment.
Visiting Caretaker Services
Some managing agents and facilities management companies provide visiting caretaker services where a member of staff attends multiple buildings on a scheduled rota, offering a cost-effective shared resource.
Contractor-Based Cleaning
Scheduled cleaning by a professional communal cleaning contractor can maintain communal areas to a high standard without the overhead of employing dedicated on-site staff.
Technology Alternatives
CCTV systems, automated entry systems, smart building management platforms, and remote monitoring can replicate some of the security and access control functions traditionally provided by on-site staff.
The key is finding the right balance between cost, quality, and the specific needs of your building. For buildings exploring their options, our communal cleaning page provides further detail on contractor-based cleaning arrangements, and our communal area management guide covers the broader approach to maintaining shared spaces effectively.
Frequently Asked Questions About Caretaker and Porter Services
Who employs the caretaker in a block of flats?
The caretaker in a block of flats is typically employed by the freeholder or the residents' management company (RMC), often through the managing agent acting on their behalf. The managing agent handles the recruitment, contracts, payroll, and day-to-day supervision of the caretaker, while the employment relationship sits with the freeholder or RMC. In some cases, buildings use a contractor-based model where the caretaker is employed by an external facilities management company rather than directly by the building.
Is the caretaker's salary included in the service charge?
Yes, the caretaker's salary and all associated employment costs are included in the service charge. This covers gross wages, employer national insurance contributions, pension contributions, holiday pay, and any other statutory entitlements. The costs appear as a specific line item in the service charge budget, and leaseholders contribute to these costs in accordance with the apportionment set out in their lease. Managing agents should ensure the caretaker cost line is transparent and clearly itemised in the annual budget.
How much does a caretaker cost for a block of flats?
The cost of a caretaker for a block of flats varies depending on the hours worked, the range of duties performed, and the location of the building. A part-time visiting caretaker working a few hours per week might cost between three thousand and eight thousand pounds per year, while a full-time on-site caretaker typically costs between twenty-five thousand and forty thousand pounds per year including employment overheads. Buildings with concierge or porter services requiring evening and weekend cover can expect costs to be significantly higher. All costs should be benchmarked against market rates to ensure value for money.
Can leaseholders vote to remove the caretaker?
Whether leaseholders can vote to remove the caretaker depends on the management structure and the terms of the lease. If the building is managed by a residents' management company, the directors can review and change the staffing arrangements, and leaseholders who are shareholders can influence this through general meetings. If the freeholder retains management control, leaseholders may have less direct influence but can raise concerns through the managing agent or via the First-tier Tribunal if they believe the cost is unreasonable. The lease itself may also specify obligations to provide on-site staff.
What is the difference between a caretaker and a concierge?
A caretaker typically focuses on the physical maintenance and upkeep of a building, including cleaning communal areas, carrying out minor repairs, monitoring building systems, and supervising contractors. A concierge or porter provides a more customer-facing service, often stationed at a reception desk, handling parcel deliveries, greeting visitors, managing access control, and providing a visible security presence. In practice, many on-site staff perform a combination of both roles, and the exact duties are defined by the job description agreed between the managing agent and the freeholder or residents' management company.
Do all blocks of flats need a caretaker?
No, not all blocks of flats need a caretaker. Whether on-site staff are appropriate depends on the size of the building, the complexity of its facilities, and the expectations of residents. Smaller blocks with fewer than ten or fifteen units can often be well maintained through scheduled contractor visits for cleaning and maintenance. Larger buildings, particularly those with lifts, extensive communal areas, car parks, or concierge desks, benefit significantly from having dedicated on-site staff. The decision should be based on a cost-benefit analysis that considers the specific needs of the building and the budget available within the service charge.
Expert Management of On-Site Staff
Whether your building needs a full-time caretaker, a concierge service, or a cost-effective visiting arrangement, Block Management Company can help. Our block management service includes the full administration and supervision of on-site staff, from recruitment and employment compliance to performance management and service charge budgeting. We ensure your building gets the right level of staffing at a fair and transparent cost.