FAQs

Residential Property Managment

Frequently Asked Questions

Please find below a some Frequently Asked Questions about Residential Block Management by both residents and landlords of Managed Properties…

General

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Our offices are open Monday to Friday between 9:00am and 5.00pm. We also operate an emergency out-of-hours service after 5.00pm and at weekends. This service is for urgent repairs and health & safety issues only and can be accessed by calling the main office number.

A Managing Agent such as Casserly Property Management has considerable knowledge, expertise and experience in the management of residential developments. A Managing Agent is able to advise upon the various issues including health & safety, changes in legislation, accounting requirements etc. In addition Casserly Property Management is a Member of ARMA and endorse, accept and undertake to comply with the Service Charge Residential Management Code of Practice published by RICS.

The Management Company is set up at the start of the development by the developers. It is a company which has responsibility for providing all of the services to the development as set out in the Lease. These include such items as building insurance, communal area cleaning, landscape maintenance and general maintenance and repairs.

All owners of properties within a development are either shareholders or members of the Management Company and following the sale of the last property within a development, the owners of properties take control of the Management Company themselves. It is common for them to appoint a Managing Agent to act on behalf of the Management Company to provide the various services

As an owner within the block, you are responsible for anything within your apartment including any wiring or pipe work that only supplies your apartment. You must abide by the covenants set out within the Lease.

These include such things as ensuring there is no noise nuisance to other residents, obtaining permission for pets and not making any internal alterations without permission. Full details can be found in your lease.

If you are subletting the property, please ensure that we are provided with your alternative correspondence address. You also need to make sure that your tenant is aware of the covenants affecting the property.

If you are changing your correspondence address, please email accounts@casserlypm.co.uk so we can amend our records. If we are not notified of your address change, we cannot notify you of any important issues at your development. In addition, we will not be able to send your service charge invoices to the correct address which may result in additional charges being added to your account due to late payment.

In the first instance you should contact your property manager who should be able to resolve the issue or explain why it cannot immediately be resolved.

Directors are normally elected at the Annual General Meeting. You would normally need to give notice of your wish to become a Director prior to the meeting. If you do wish to become a Director of your Management Company, please contact your property manager

The Directors of a Management Company are elected by the other shareholders or members and are able to make various decisions with regard to the provision of services to the development such as setting the budget, changing service providers etc. The Directors also sign the accounts each year. Depending on the size of a development, the Directors would normally have regular meetings with the property manager to discuss any issues arising. Further information on the role of a Company Director can be obtained from the Companies House website.

Service Charge

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The service charge budget is primarily designed to budget for the day-to-day costs of managing your property. This can include window cleaning, gardening, communal electricity, minor repairs, buildings insurance, management and accountancy fees. Often a sum of money is also allocated to a ‘reserve fund’ which is used to fund unexpected costs or major cyclical works. Even where such a provision exists, it may not be enough to cover all eventualities. On these occasions, the costs of major works will need to be apportioned and charged as a separate expenditure.

At the end of every service charge year accounts are prepared in respect of the year’s budget. Sometimes there can be an overspend on the accounts due to unforeseen expenditure. Should this occur, a deficit is declared on the accounts. The deficit is then apportioned to residents and requested as a one-off charge to settle the outstanding debt. This is paid in addition to the regular service charge.

Should there be a budget underspend on the year end accounts, the underspend is apportioned and credited back to residents in the form of a surplus credit. This surplus is credited against the next payment due on account.

Most leases provide for the service charge to be paid on set dates throughout the year. These can be annually, half yearly or quarterly. We encourage payment by standing order as per the lease dates. Payment can also be made by bank transfer (BACS) or cheque. We also accept card payments (debit cards only) over the phone on 0161 787 6197.

If you are changing your correspondence address, phone number, email address or other contact details, please do so in writing by post or sending an e-mail to accounts@casserlypm.co.uk . We will then amend and update our records. Please note should your name change for any reason we will require copies of your legal documentation as confirmation for our records. It is important you keep your contact details up to date. If we are not notified of your address change, we cannot notify you of any important issues at your development. In addition, we will not be able to send your service charge invoices to the correct address which may result in additional charges being added to your account due to late payment.

The non-payment of service charge can influence the provision of services to a development. It can result in communal areas not being cleaned, gardens not being maintained, and the buildings not being insured. It is imperative that all owners pay their service charge promptly to ensure that the Management Company has sufficient funds to provide all of the services to make sure that the property is well maintained and insured. In addition, if you do not pay your service charge, legal action can be taken against you which will result in additional costs being added to your account. This could result in your mortgage company being contacted or a County Court Summons being issued against you. Interest can also be added to the unpaid service charge. If you have a query or payment difficulties, please contact us at the earliest opportunity. We will always endeavour to assist with additional information or advice.
Ground rent is separate from the service charge. Leaseholders may be obliged under the terms of their Lease to pay an annual ground rent charge to the Freeholder of their property. The Freeholder or their Managing Agent will contact you separately with regards this.

Property FAQ

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The buildings insurance for the property is arranged on behalf of the Management Company or Freeholder by Casserly Property Management through an insurance broker or by the Freeholder depending on the terms of the Lease. Should you need to make a claim in the buildings insurance or you would like a copy of the insurance certificate, please contact your property manager. Residents are however responsible for ensuring that they arrange separate contents insurance.

At the end of every service charge year accounts are prepared in respect of the year’s budget. Sometimes there can be an overspend on the accounts due to unforeseen expenditure. Should this occur, a deficit is declared on the accounts. The deficit is then apportioned to residents and requested as a one-off charge to settle the outstanding debt. This is paid in addition to the regular service charge.

Should there be a budget underspend on the year end accounts, the underspend is apportioned and credited back to residents in the form of a surplus credit. This surplus is credited against the next payment due on account.

The service charge budget is primarily designed to budget for the day-to-day costs of managing your property. Often a sum of money is allocated to a ‘reserve’ which is used to fund unexpected costs or major works. Even where such a provision exists, it may not be enough to cover all eventualities. On these occasions, the costs of major works will need to be apportioned and charged as a separate item.

To report any faults or repairs for communal parts please contact your property manager.

Please refer to the terms of your Lease to establish who the responsible party is. In general, Leaseholders are responsible for works within their properties and Management Company will address works within the communal areas on the building / development.

You should call your Local Authority to determine where your nearest waste disposal/recycling depot is located. Alternatively, you can contact Casserly Property Management for a recommendation of a company able to assist with the bulky items removal.

Please refer to the plan that was provided to you with your lease when you purchased your property. If you do not have a copy, please contact your property manager and we may be able to either provide you with one, or point you in the direction of where you can obtain one.
You should contact your property manager with full details of the vehicle. Please ensure you provide as much detail as possible as we cannot facilitate any requests without: make, model, colour, tax expiry date, and location of the vehicle.
Most Leases contain clauses which prohibit the playing on loud music etc outside of certain hours. In the first instance we always ask residents to try and resolve any issues with their neighbours directly. If you have a persistent noisy neighbour, you should contact your property manager who will contact the occupier of the property direct and also the owner if the property is rented out. Most local authorities also have wide ranging powers in the event of persistent complaints. You should therefore also contact your Local Authority’s Environmental Health Officer.
Section 20 of the Landlord & Tenant Act 1985 (as amended by the Commonhold & Leasehold Reform Act 2002) sets out the three-stage consultation procedure with which to follow when carrying out qualifying works to your building where the contribution from any one lessee exceeds £250, or a qualifying long-term agreement where the contribution from any one lessee exceeds £100 in one financial year.
Please check the terms of the Lease in relation to pets in the property. If this is not clear, you should contact the Property Manager asking for a permission including details of the type of animal you wish to keep in the flat. The Property Manager will consult with the Landlord and / or Management Company and advise accordingly.

Property Sales

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Your solicitor is likely to require a Sales Management Pack which includes the LPE1, LPE2 and related documents. Please ask your solicitor to contact our office or email propertytransfers@casserlypm.co.uk for details on how to obtain this.

It is important that all sales and purchases are notified to Casserly Property Management due to legal requirements which may differ depending on the terms of the lease.

Even during the process of a sale, any outstanding invoices will need to be paid by the invoice due date to allow for scheduled services on the site to continue uninterrupted and as budgeted. However, should your sale complete at any point during the current service charge period, your solicitor will be able to claim back any over payments made by yourself via apportionments with your future buyer

Need more information?

Please don’t hesitate of contact us and we’ll do our best to help.