Most RMC and RTM directors are volunteers with jobs and lives of their own. They should not need to chase for updates. Clear expectations set at the start can prevent many frustrations, whether you are reviewing a current agent or appointing a new one.
1. Who is our main contact, and who covers for them?
Directors need a named person who knows the building, plus a clear route when that person is away.
A good answer: a named property manager, a named senior contact and a shared inbox or portal, so nothing is lost when someone is on leave or moves on.
2. How quickly will you respond, and how will we know?
"As soon as possible" is not a standard. Ask for target times for routine emails, urgent repairs and out-of-hours emergencies, and ask how these are monitored.
A good answer: written targets, a clear definition of what counts as urgent, and a willingness to report on performance.
3. What will the board receive, and how often?
Directors cannot oversee what they cannot see. Agree a regular report that fits the size of your block. Useful items include:
- income, spending and service charge arrears
- reserve fund balance
- open repairs and progress on major works
- insurance and compliance dates, such as fire risk assessments
- complaints and issues for decision
A good answer: a sample report you can read before signing anything. Better service charge transparency is also on the way, with the government planning standardised demand forms and an annual report as soon as possible from 2027.
4. How will residents be kept informed?
Directors often take the blame when residents do not know what is going on. Ask how the agent communicates about repairs, contractor visits, major works and emergencies. Remember to ask about tenants as well as leaseholders, and residents with different communication needs.
A good answer: a clear mix of email, portal and notices, with a named person handling queries so directors do not become the helpdesk. For high-rise blocks, it should also fit with the resident engagement strategy.
5. What happens when something goes wrong?
Even good agents make mistakes, and you can learn a lot from how they talk about it. Ask to see the complaints procedure, including who handles an escalated complaint and how long each stage takes.
Property managers in England must belong to an approved redress scheme, so ask which one they belong to and how residents can use it.
A good answer: a written process, a senior person to escalate to and a willingness to share what was learned.
Put the answers in writing
Good answers only help if they last. Agree the important points in the management agreement or a service schedule, and review them each year. That gives both sides a fair way to measure how things are going, and makes any concerns easier to raise early.
Directors have a part to play too. Agree who speaks for the board, how quickly decisions will be made and which spending the agent can approve without asking. An agent who knows who to ask can usually move faster.
This guide is general information for England at 1 November 2026, not legal advice. Your lease and your building's circumstances may change how it applies to you, and the law may change after this date.