Concierge Services for Blocks of Flats
A comprehensive guide to concierge services and lifestyle management for blocks of flats. Understand the duties of a concierge, how costs are funded through the service charge, the different service models available, and how a well-managed concierge service enhances security, resident satisfaction, and property values. Whether you are a leaseholder, a director of a residents' management company, or a freeholder, this guide covers everything you need to know about concierge management in residential blocks.
What Are Concierge Services in Residential Blocks?
A concierge in a residential block provides a professional front-of-house service that combines reception duties, security, and resident support. Unlike a porter or caretaker, whose roles typically focus on access control and physical maintenance respectively, a concierge delivers a broader, more customer-oriented service designed to enhance the living experience for residents.
Typical concierge duties include staffing the reception desk, greeting residents and visitors, managing parcel deliveries and collections, handling visitor registration and access control, coordinating with security systems, responding to resident requests and enquiries, and maintaining front-of-house standards to a high level. In premium developments, concierge services may extend to lifestyle management tasks such as booking taxis, arranging dry cleaning, recommending local services, and managing communal facility reservations.
The distinction between a concierge, a porter, and a caretaker is important when defining the service specification. A caretaker focuses on cleaning and maintenance of communal areas. A porter provides reception and access control duties. A concierge combines these front-of-house functions with a higher standard of customer service and, in many cases, additional lifestyle management responsibilities.
For more information on our approach to on-site staffing, visit our concierge and porter services page or read our caretaker and porter guide for a detailed comparison of on-site staffing roles.
Types of Concierge Service Models
There is no single model for delivering concierge services in a block of flats. The right approach depends on the size and complexity of the building, the expectations of residents, and the budget available within the service charge. The managing agent should advise on the most appropriate model and ensure it is properly specified and costed.
Full-Time On-Site Concierge
A dedicated concierge present on site during extended hours, typically twelve or more hours per day. This model provides comprehensive reception cover, security presence, and resident support. Suitable for larger developments with high footfall and premium service expectations. May require multiple staff members to cover shifts.
Part-Time Concierge
A concierge covering set hours, typically weekday daytime or peak periods only. This offers a visible front-of-house presence during the busiest times at a lower cost than full-time cover. Ideal for mid-sized buildings that benefit from reception services but cannot justify twenty-four-hour staffing.
Remote or Virtual Concierge
A technology-enabled service where visitor management, parcel tracking, and resident enquiries are handled remotely via intercom, video entry, or a dedicated app. Virtual concierge services provide out-of-hours support and extended coverage without the cost of on-site staff, often used alongside part-time physical concierge cover.
Lifestyle Management Add-Ons
Premium developments may include lifestyle management services beyond standard concierge duties, such as booking restaurants, arranging housekeeping, coordinating deliveries, and managing access to exclusive resident amenities. These services are typically provided as an enhanced package on top of the core concierge function.
The difference between budget and premium concierge models is significant. A budget model focuses on essential reception and security functions with minimal additional services. A premium model includes lifestyle management, higher staffing ratios, extended hours, and a more polished front-of-house experience. The managing agent should ensure that the chosen model is clearly specified so that residents understand the level of service their service charge contribution funds.
For buildings considering their options, our residential block management and high-rise block management teams can advise on the most suitable concierge model for your development.
Benefits of Concierge Services
A well-managed concierge service delivers substantial benefits to a residential block. Beyond the practical advantages of having a dedicated front-of-house team, concierge services contribute to property values, resident wellbeing, and the overall reputation of the development.
- Security and access control - A visible concierge presence deters unauthorised access, monitors visitors and deliveries, and provides a rapid first response to security incidents, significantly improving the safety of the building
- Property value uplift - Buildings with professional concierge services typically command higher sale and rental values, as the service is a desirable amenity that distinguishes the development in a competitive market
- Resident satisfaction - Having a dedicated, approachable member of staff who knows the residents and can assist with day-to-day requests creates a superior living experience and builds a stronger sense of community
- Parcel management - The concierge handles parcel deliveries securely, eliminating missed deliveries and reducing the risk of theft from communal areas, a growing concern in modern residential blocks
- Visitor control - Professional visitor management ensures that all guests, contractors, and delivery personnel are properly registered and directed, maintaining order and accountability within the building
- Emergency response - An on-site concierge can respond immediately to emergencies such as fire alarms, water leaks, or medical incidents, coordinating with emergency services and ensuring that building protocols are followed
- Sense of community - A good concierge acts as the social hub of the building, fostering connections between residents, communicating building news, and creating a welcoming atmosphere that makes the development feel like a genuine community
The benefits of concierge services are most fully realised when the service is well specified, properly staffed, and actively managed by the managing agent. For more on how we deliver high-quality building management, visit our block management page.
Costs and Service Charge Implications
Concierge costs represent one of the most significant line items in the service charge budget for buildings that provide this service. It is essential that these costs are transparent, properly budgeted, and benchmarked against market rates to ensure value for money for leaseholders.
The managing agent is responsible for presenting concierge costs clearly within the annual service charge budget and ensuring that leaseholders understand what their contribution funds. At Block Management Company, we provide full transparency on staffing costs as part of our service charge management service.
How Concierge Costs Appear in the Service Charge
Concierge costs are itemised as a dedicated line in the service charge budget. This typically includes gross salaries, employer national insurance, pension contributions, holiday and sickness cover, uniforms, training, and any equipment or technology required for the role. Each leaseholder contributes to these costs according to the apportionment in their lease.
Typical Salary Ranges
Concierge salaries vary by location, hours, and the level of service required. Entry-level porter roles may start around twenty-two thousand pounds per year, while experienced concierge staff in premium London developments can earn upwards of thirty-five thousand pounds. When factoring in employer costs, the total expense per staff member is typically fifteen to twenty-five percent above the gross salary.
Staffing Models: Direct Employment vs Agency
Directly employed concierge staff give greater control over quality and consistency but carry full employment law obligations. Agency or contractor-based staffing transfers employment liability to a third party and may offer greater flexibility for cover and shift patterns, but typically costs more per hour and may result in less consistent service. The managing agent should advise on the most appropriate model for each building.
Budget Considerations
Buildings should budget not only for regular staffing costs but also for cover during holidays and sickness, recruitment costs when vacancies arise, training and development, uniform replacement, and any technology or equipment needed to support the concierge function. The service charge budget should be reviewed annually to ensure it reflects current costs and anticipated changes.
For a detailed explanation of how service charges work, including how staffing costs are apportioned, visit our service charge management page.
Choosing and Managing a Concierge Service
Selecting and managing a concierge service requires careful planning by the managing agent in consultation with the freeholder or residents' management company. The success of the service depends on a clear specification, the right recruitment, thorough training, and ongoing performance management.
At Block, we take a structured approach to concierge management, ensuring that every aspect of the service is properly planned and executed to deliver value for leaseholders.
- Specification writing - The managing agent should prepare a detailed service specification setting out the hours of cover, core duties, front-of-house standards, reporting requirements, and any additional lifestyle management services to be provided
- Recruitment - Hiring the right concierge staff is critical. Candidates should demonstrate strong communication skills, a professional demeanour, relevant experience in hospitality or front-of-house roles, and the ability to handle security and emergency situations calmly
- Training - Comprehensive induction training should cover building systems, fire safety procedures, emergency protocols, data protection, customer service standards, and the specific operational requirements of the development
- Performance management - Regular performance reviews, documented KPIs, resident feedback mechanisms, and site inspections by the property manager ensure that service standards are maintained and any issues are addressed promptly
- Resident communication - The managing agent should keep residents informed about the concierge service, including any changes to hours or duties, through regular updates and accessible communication channels
- The managing agent's role - The managing agent oversees the entire concierge operation, from specification and recruitment through to ongoing supervision, budgeting, and compliance with employment law, ensuring a seamless and professional service for residents
Effective concierge management is a core component of premium block management. To discuss how we can manage or improve the concierge service at your development, visit our block management page or contact our team directly.
Frequently Asked Questions About Concierge Services
What is the difference between a concierge and a porter?
A concierge typically provides a broader, more customer-focused front-of-house service that may include lifestyle management, booking services, and personalised resident assistance, in addition to standard reception duties. A porter generally focuses on reception cover, parcel handling, access control, and basic security. In practice, the terms are often used interchangeably, and the exact scope of duties depends on the service specification agreed between the managing agent and the freeholder or residents' management company. Premium developments tend to use the term concierge to reflect a higher level of service.
How much does a concierge service cost for a block of flats?
The cost of a concierge service varies significantly depending on the hours of cover, the range of duties, and the staffing model used. A part-time concierge covering daytime hours on weekdays might cost between fifteen thousand and twenty-five thousand pounds per year, while full-time concierge cover operating twelve or more hours per day can cost between forty thousand and seventy thousand pounds per year including employment overheads. Buildings requiring twenty-four-hour concierge cover with multiple staff members can expect annual costs well in excess of one hundred thousand pounds. All costs are funded through the service charge and should be transparently itemised in the annual budget.
Is the concierge cost included in the service charge?
Yes, concierge costs are included in the service charge. The cost covers staff salaries, employer national insurance contributions, pension contributions, holiday and sickness cover, uniforms, and any equipment required for the role. These costs appear as a specific line item in the service charge budget, and each leaseholder contributes in accordance with the apportionment set out in their lease. The managing agent is responsible for ensuring that concierge costs are transparent, properly budgeted, and represent value for money.
Can a virtual concierge replace an on-site concierge?
A virtual or remote concierge service can provide some of the functions of an on-site concierge at a lower cost. Virtual concierge services typically handle visitor management via intercom or video entry systems, parcel tracking and notifications, booking of communal facilities, and resident enquiries via phone or app. However, a virtual concierge cannot provide the physical security presence, hands-on parcel handling, or immediate on-site assistance that a traditional concierge offers. Many buildings use a hybrid model, combining part-time on-site concierge cover with a virtual service for out-of-hours or extended coverage.
Who is responsible for managing the concierge?
The managing agent is typically responsible for the day-to-day management and supervision of the concierge service. This includes setting the service specification, handling recruitment, managing performance, conducting reviews, and ensuring compliance with employment law. The freeholder or residents' management company retains overall responsibility as the employer, but the managing agent acts on their behalf to ensure the service is delivered to the agreed standard. Regular communication between the managing agent, the concierge team, and the directors or freeholder is essential for maintaining high service standards.
Do all blocks of flats need a concierge?
No, not all blocks of flats need a concierge service. Whether concierge services are appropriate depends on the size of the building, the expectations of residents, the facilities available, and the budget within the service charge. Larger developments with extensive communal areas, multiple entrances, and high footfall benefit most from dedicated concierge cover. Smaller blocks may find that a part-time porter, visiting caretaker, or technology-based solutions such as smart entry systems and parcel lockers meet their needs more cost-effectively. The managing agent should advise on the most appropriate level of staffing based on the specific needs and budget of the building.
Professional Concierge Management for Your Development
Whether your building needs a full-time concierge, a part-time porter service, or a lifestyle management package, Block can help. Our block management service includes the full specification, recruitment, and supervision of concierge services, ensuring your building receives a professional front-of-house service at a transparent and fair cost. From residential blocks to high-rise developments, we deliver concierge management that enhances your building and satisfies your residents.