How to Complain About a Property Management Company
A step-by-step guide to making a complaint about a managing agent, covering internal complaints procedures, the Property Ombudsman, RICS disciplinary processes, and First-tier Tribunal applications. Whether you are dealing with a bad managing agent, property management company complaints that have gone unresolved, or you want to understand your options for change managing agent complaints, this guide explains every route available to leaseholders in England and Wales.
Common Reasons for Complaints About Managing Agents
Property management company complaints arise for a wide range of reasons, but certain issues come up repeatedly. Understanding the most common grounds for complaint helps leaseholders identify whether their concerns are legitimate and how best to frame their case when raising a formal complaint about a managing agent.
Poor Maintenance
One of the most frequent reasons leaseholders complain about a managing agent is the failure to maintain the building and communal areas to an acceptable standard. This includes delayed repairs to the fabric of the building, poorly maintained lifts, dirty or neglected common parts, overgrown grounds, and a general failure to carry out routine maintenance in a timely manner. Where a bad managing agent consistently fails to address maintenance issues, leaseholders are left living in deteriorating conditions while still paying service charges intended to cover those very works. If you are experiencing persistent maintenance failures, you should document each issue in writing and report it formally to the managing agent before escalating through the complaints routes described below.
Lack of Communication
Poor communication is a hallmark of a bad managing agent. Leaseholders frequently report that their managing agent fails to respond to emails and phone calls, does not provide updates on ongoing works, and fails to consult leaseholders on important decisions affecting the building. Transparency and responsiveness are fundamental to good block management, and a managing agent that consistently fails to communicate is not meeting the standards expected by the industry or by the professional bodies that regulate the sector.
Financial Mismanagement
Complaints about financial mismanagement include inaccurate or late service charge accounts, failure to hold service charge funds in trust, unexplained expenditure, and a lack of transparency over how leaseholders' money is being spent. Under the Landlord and Tenant Act 1985, leaseholders have statutory rights to inspect the accounts and supporting documentation, and a managing agent that obstructs or delays this process is in breach of its obligations. Financial mismanagement is one of the most serious grounds for a block management complaint and can form the basis of a Tribunal application.
High Fees and Unreasonable Charges
Leaseholders often complain about managing agents who charge excessive management fees, impose high administration charges for routine tasks such as providing management information packs, or pass on costs that are not reasonably incurred. While managing agents are entitled to charge reasonable fees for their services, charges that are disproportionate to the work involved may be challenged through the First-tier Tribunal.
Slow Response Times
Delays in responding to repair requests, enquiries from solicitors during property sales, and general correspondence are among the most common property management company complaints. A managing agent that is slow to act can cause real financial harm to leaseholders, particularly where delays in providing management information hold up a sale or where failure to address urgent repairs results in further damage to the building. If your managing agent is consistently unresponsive, this pattern of behaviour should be documented as evidence for a formal complaint.
Step 1: Raise Your Complaint Internally
The first step in any complaints process is to raise your concerns directly with the managing agent. Before escalating to external bodies, you should give the managing agent a fair opportunity to investigate and resolve the issue through their internal complaints procedure. This is not only good practice; most external redress schemes will require you to demonstrate that you have attempted to resolve the matter internally before they will accept your complaint.
Write a Formal Complaint Letter
Your complaint should be made in writing, whether by email or letter, and should clearly state what the issues are, when they arose, what steps you have already taken to raise them, and what outcome you are seeking. Be factual, specific, and avoid emotional language. Attach any supporting evidence, such as photographs, copies of previous correspondence, or financial documents. A well-structured written complaint creates a clear record and makes it harder for the managing agent to dismiss or ignore your concerns.
Keep Detailed Records
From the moment you first raise an issue with your managing agent, keep a record of every interaction. Save all emails, take notes of telephone conversations including the date, time, and the name of the person you spoke to, and keep copies of any letters sent or received. These records will be invaluable if you need to escalate your complaint to an external body or to the First-tier Tribunal. A clear timeline of events demonstrating the agent's failure to act is among the most persuasive evidence you can present.
Set a Reasonable Deadline
When you submit your complaint, state that you expect a response within a specific timeframe, typically 14 to 28 days. This gives the managing agent a reasonable period to investigate but also sets a clear expectation. If the deadline passes without a response or without a satisfactory resolution, you have clear grounds for escalation. Many redress schemes require evidence that you gave the agent a reasonable opportunity to respond before accepting your complaint.
Escalate Within the Company
If your initial complaint does not receive a satisfactory response, escalate within the managing agent's organisation. Request that your complaint is reviewed by a senior manager or director. Many managing agents have a two-stage internal complaints process, and exhausting both stages strengthens your position if you need to take the matter further. If the managing agent refuses to engage or does not have a complaints procedure, this itself is a breach of their obligations under the relevant redress scheme and should be noted in any subsequent complaint to the ombudsman.
Step 2: Complain to a Redress Scheme
If the managing agent's internal complaints process has not resolved your complaint, the next step is to escalate to the relevant government-approved redress scheme. Since 2014, all property managing agents in England have been legally required to belong to an approved redress scheme. This gives leaseholders a free, independent route to have their property management company complaints investigated and resolved.
The Property Redress Scheme
The Property Redress Scheme (PRS) is one of the two government-approved redress schemes for property managers in England. The PRS can investigate complaints about the service provided by a managing agent and, if it finds the complaint is justified, can require the agent to pay compensation of up to a specified limit. The scheme is free for complainants and provides a structured process for resolving disputes that could not be settled directly with the agent.
The Property Ombudsman
The Property Ombudsman (TPO) is the other approved redress scheme. The Property Ombudsman managing agent complaints process is well established and widely used. TPO investigates complaints against its members and can make awards of compensation where it finds that the agent has not met the required standards. The ombudsman's decision is binding on the agent but not on the complainant, which means you retain the right to pursue other legal remedies if you are not satisfied with the outcome. For a detailed guide to this process, see our Property Ombudsman guide.
Which Scheme Covers Your Agent?
You can find out which redress scheme your managing agent belongs to by asking the agent directly, checking their website or correspondence for a membership logo, or by searching the registers of the Property Redress Scheme and the Property Ombudsman online. If your managing agent is not registered with either scheme, this is itself a breach of the law, and you can report the agent to your local authority trading standards team. It is a legal requirement for all managing agents operating in England to be a member of an approved redress scheme, and failure to comply can result in a fine.
Step 3: ARMA and RICS Complaints
In addition to the statutory redress schemes, many managing agents are members of professional bodies that impose their own standards and disciplinary processes. If your managing agent is a member of the Association of Residential Managing Agents (ARMA) or is regulated by the Royal Institution of Chartered Surveyors (RICS), you have additional avenues for complaint. For more information about these bodies, see our guide to block management accreditations.
ARMA Member Obligations
ARMA members are required to comply with the ARMA-Q quality standards, which set benchmarks for service delivery, transparency, communication, and financial management. If an ARMA member fails to meet these standards, you can make a complaint to ARMA. While ARMA does not have the power to award compensation directly, it can investigate the complaint, require the member to take remedial action, and in serious cases, remove the agent from membership. Loss of ARMA membership is a significant reputational consequence for a managing agent and can influence the agent's behaviour. ARMA can also refer complaints to the relevant redress scheme if appropriate.
RICS Regulated Firms
Managing agents that are regulated by RICS are subject to the RICS Rules of Conduct and the RICS Residential Management Code. The Code sets detailed standards for how managing agents should operate, covering everything from client money handling to communication with leaseholders. If a RICS-regulated firm fails to meet these standards, you can make a complaint to RICS, which has the power to investigate, impose sanctions, and in the most serious cases, remove the firm's regulated status. A complaint to RICS carries significant weight because RICS regulation is widely regarded as the gold standard in the property management industry. For more details on what these accreditations mean in practice, see our dedicated guide.
Step 4: Apply to the First-tier Tribunal
Where complaints through the redress schemes and professional bodies have not resolved the problem, or where the issues are serious enough to warrant formal legal action, leaseholders can apply to the First-tier Tribunal (Property Chamber). The Tribunal has wide powers to deal with disputes between leaseholders and managing agents, and it is specifically designed to be accessible to individuals without the need for legal representation.
Section 24: Appointment of a New Manager
Under Section 24 of the Landlord and Tenant Act 1987, any leaseholder may apply to the First-tier Tribunal for an order appointing a new manager to replace the existing managing agent. The Tribunal can make such an order where it is satisfied that the managing agent is in breach of any obligation owed to the leaseholder under the lease, that unreasonable service charges have been made, that the agent has failed to comply with an approved code of practice, or that it is just and convenient to appoint a new manager in all the circumstances. Before making the application, the leaseholder must serve a preliminary notice on the landlord giving them an opportunity to remedy the issues. A Section 24 application is one of the most powerful tools available to leaseholders dealing with a persistently bad managing agent.
When the Tribunal Can Intervene
Beyond appointing a new manager, the Tribunal has jurisdiction to determine whether service charges are reasonable and payable, to make orders about administration charges, and to determine breaches of lease. The Tribunal can also vary the terms of a lease in certain circumstances, and it provides a forum for resolving a wide range of leasehold disputes. The Tribunal process is designed to be less formal and less expensive than the county court, and costs awards against unsuccessful applicants are rare, which makes it a relatively low-risk route for leaseholders. The Tribunal is particularly effective where a group of leaseholders brings a joint application, demonstrating a pattern of poor management affecting the whole building.
Changing Your Managing Agent
Where complaints have failed to bring about the necessary improvements, or where the relationship with the managing agent has broken down entirely, leaseholders may decide that the only solution is to change the managing agent altogether. There are several routes available, and the right approach depends on the structure of the building's ownership and management.
The Right to Manage Route
The Right to Manage (RTM) allows qualifying leaseholders to take over the management of their building without having to prove fault on the part of the existing managing agent or freeholder. RTM is a no-fault process established by the Commonhold and Leasehold Reform Act 2002. To exercise RTM, leaseholders must form a Right to Manage company and serve the required notices on the freeholder. Once RTM is acquired, the RTM company has the power to appoint a managing agent of its own choosing, giving leaseholders direct control over who manages their building and the level of service they receive.
Freeholder-Directed Change
In buildings where the freeholder appoints the managing agent, leaseholders can lobby the freeholder to change the appointment. This typically involves presenting a formal case to the freeholder setting out the failings of the current agent, providing evidence to support the change managing agent complaints, and suggesting alternative managing agents who could take over. While the freeholder is not obliged to act on the leaseholders' request, a well-documented case supported by a majority of leaseholders can be persuasive. If the freeholder refuses to act despite clear evidence of poor management, this may strengthen a subsequent application to the Tribunal under Section 24.
The Switch Process
Once a decision to change managing agent has been made, the transition process must be managed carefully. The outgoing agent should be required to provide a full handover of all records, accounts, and service charge funds. There should be a clear date on which management responsibilities transfer to the new agent, and leaseholders should be notified in advance of the change and the new contact details. For a detailed guide to the process of switching, including how to select a new agent and what to expect during the handover, see our guide to changing your managing agent.
Frequently Asked Questions About Complaining About a Managing Agent
How do I complain about my block management company?
To complain about your block management company, you should start by raising your concerns in writing directly with the managing agent. Most reputable managing agents have an internal complaints procedure, and you should request a copy if one is not readily available. Your complaint letter should clearly set out the issues, include any supporting evidence such as photographs, correspondence, or financial records, and state what outcome you are seeking. Give the managing agent a reasonable deadline to respond, typically 14 to 28 days. If the internal complaints process does not resolve the matter, you can escalate to the relevant redress scheme, such as the Property Redress Scheme or the Property Ombudsman. All managing agents in England are legally required to belong to a government-approved redress scheme, so there will always be an external body you can turn to if the agent fails to address your complaint satisfactorily.
Can I take my managing agent to the Property Ombudsman?
You can take your managing agent to the Property Ombudsman if the agent is a member of the Property Ombudsman scheme. Not all managing agents are members of the Property Ombudsman; some are registered with the Property Redress Scheme instead. You can check which scheme your managing agent belongs to by searching the registers of both organisations online. Before making a complaint to the ombudsman, you must first exhaust the managing agent's internal complaints procedure and allow a reasonable time for the agent to respond. The Property Ombudsman can investigate complaints about poor service, failure to follow their code of practice, and maladministration. If the ombudsman finds in your favour, they can require the agent to apologise, take specific action to resolve the issue, or pay compensation. The ombudsman's decisions are binding on the agent but not on the complainant, so you retain the right to pursue other remedies if you are not satisfied with the outcome.
What can the First-tier Tribunal do about a bad managing agent?
The First-tier Tribunal (Property Chamber) has broad powers to address problems caused by a bad managing agent. Under Section 24 of the Landlord and Tenant Act 1987, the Tribunal can appoint a new manager to replace the existing managing agent if it is satisfied that the agent is in breach of their obligations, that unreasonable service charges are being made, that the agent has failed to comply with an approved code of practice, or that other circumstances make it just and convenient to appoint a new manager. The Tribunal can also determine whether service charges are reasonable and payable under Section 27A of the Landlord and Tenant Act 1985. Additionally, the Tribunal can make orders limiting or reducing administration charges under the Commonhold and Leasehold Reform Act 2002. The Tribunal route is particularly useful where there are systemic problems with management that cannot be resolved through the redress schemes alone, such as persistent financial mismanagement or failure to maintain the building.
How long does a complaint against a managing agent take?
The length of time a complaint against a managing agent takes depends on the route you choose and the complexity of the issues involved. An internal complaint should typically receive a response within 14 to 28 days, though some agents may take longer for complex matters. If you escalate to the Property Ombudsman or the Property Redress Scheme, the investigation process usually takes between 8 and 16 weeks from the point your complaint is accepted, though more complex cases can take longer. A complaint to a professional body such as ARMA or RICS can take several months to investigate and resolve. An application to the First-tier Tribunal is generally the longest route, with cases typically listed for hearing within 3 to 12 months of the application being made, depending on the Tribunal's caseload and the complexity of the dispute. Throughout any complaints process, it is important to keep detailed records of all correspondence and to follow up if deadlines are missed.
Can leaseholders force a change of managing agent?
Leaseholders have several routes available to force a change of managing agent, though none is entirely straightforward. The most common method is exercising the Right to Manage under the Commonhold and Leasehold Reform Act 2002, which allows qualifying leaseholders to take over the management of their building by forming a Right to Manage company without having to prove fault on the part of the existing agent. Alternatively, leaseholders can apply to the First-tier Tribunal under Section 24 of the Landlord and Tenant Act 1987 to have a new manager appointed, but this requires demonstrating that the current management has failed in some material respect. In buildings where the freeholder appoints the managing agent, leaseholders can also put pressure on the freeholder to change the appointment by presenting evidence of poor performance and requesting a competitive tendering process. If leaseholders have already acquired the freehold through collective enfranchisement, they have direct control over the appointment and can change their managing agent by following the procedures set out in their freehold company's articles of association.
What evidence do I need to make a complaint about block management?
To make an effective complaint about block management, you should gather comprehensive evidence that supports your concerns. This includes copies of all relevant correspondence, such as emails, letters, and notices sent to or received from the managing agent. Photographic and video evidence is important for documenting maintenance failures, disrepair, or health and safety hazards in the building. Financial records, including service charge demands, budgets, year-end accounts, and any invoices or receipts you have obtained through your right to inspect accounts under the Landlord and Tenant Act 1985, should be compiled to support complaints about financial mismanagement or unreasonable charges. Minutes of meetings, whether residents' association meetings or AGMs, can provide evidence of promises made or issues raised. A written timeline of events showing when issues were reported and how the managing agent responded, or failed to respond, strengthens your complaint significantly. Statements from other leaseholders who share your concerns add weight to the case, particularly if you are considering a Tribunal application or a complaint about systemic management failures.
Need Help With a Property Management Complaint?
Whether you are a leaseholder who needs to complain about a managing agent, a director looking for a more responsive management company, or a residents' group considering exercising the Right to Manage, Block is here to help. We manage buildings to the highest standards so that property management company complaints become a thing of the past. Contact us for a free, no-obligation discussion about your building's management.