If you’re a leaseholder or a director of a Resident Management Company in London, you’ve almost certainly asked this question. You pay a service charge, a managing agent looks after your building – but what does that actually involve, and how do you tell good management from the kind that leaves you chasing emails?
This guide explains what a managing agent does, what good looks like, and the questions worth asking – whether you’re in a block in SE1, a converted warehouse in Bermondsey, or a new development anywhere across London.
What is a managing agent?
A managing agent is the company appointed to run the day-to-day management of a residential building on behalf of whoever is responsible for it. In a typical leasehold property, several parties have an interest – the freeholder, any head landlord, the leaseholders, and often a Resident Management Company (RMC) made up of leaseholders themselves. Where there’s an RMC, its directors appoint the managing agent to manage the building on their behalf.
Put simply: the directors set the direction, and the managing agent delivers it.
What does a managing agent actually do?
Most of a managing agent’s work happens quietly in the background. In a well-run London building, it breaks down into a few broad areas.
Maintenance and building safety. Keeping the building safe and functioning – fire safety, lifts, gates and alarms, water and energy systems, communal heating, and day-to-day repairs. In London, and particularly in higher-risk buildings across SE1 and the rest of the capital, fire safety and building safety compliance now carry significant legal weight under the Building Safety Act.
Facilities and services. The things residents see and use every day – cleaning, concierge, landscaping, waste, and buildings insurance.
Finance and service charges. Setting clear service charge budgets, collecting and accounting for the money residents pay, and reporting on where it goes.
Compliance and lease obligations. Making sure the building meets its statutory duties and that the obligations and liabilities set out in the lease are actually met.
Lifecycle and major projects. Planning and delivering larger works — from roof replacements to heat network upgrades — over the long term rather than lurching from crisis to crisis.
A good managing agent delivers all of this in an open, transparent and responsive way. That last part is where many fall short.
Who appoints the managing agent – and why it matters
Here’s something many leaseholders don’t realise. When a development is first built, the initial managing agent is usually appointed by the developer, not by residents. In our experience, that can bring vested interests that aren’t always aligned with the people living in the building.
Once an RMC or RTM (Right to Manage) company is in place, the directors can choose their own managing agent – and this is the moment many London buildings decide to switch to someone who genuinely works for them.
What should your managing agent be doing?
The honest test of a managing agent isn’t the glossy brochure – it’s what directors and residents actually experience day to day. Here’s what good management looks like in practice.
Clear visibility
Directors should never have to chase to find out what’s going on. That means real-time access to financial information, clear service charge budgets and expenditure, easy access to compliance documentation, and visibility of issues, actions and progress as they happen.
Defined decision-making
From the outset, a good agent agrees the ground rules with the board: approval thresholds, delegated authorities, and how and when decisions are recorded – so directors know what they need to be involved in, and what they can safely leave to the agent.
Consistent communication
Directors should expect regular, proactive updates, clear explanations when something takes longer than expected, and fewer “just checking in” emails — because they already have confidence that nothing is drifting or being forgotten.
Competent handling of complexity
When issues arise – technical, financial or compliance-related – a good agent brings clear options rather than just problems, informed recommendations, proper scope and comparison, and calm, measured advice.
Reduced personal workload
Perhaps most importantly, being a director shouldn’t take over your life. Good management means less time chasing information, fewer avoidable escalations, and more time spent making decisions rather than firefighting.
What residents notice when management works
Residents rarely see budgets, compliance trackers or contractor reviews. What they experience is whether issues get resolved, whether communication is clear, and whether the building feels looked after.
Frustration usually builds when updates are vague or inconsistent, when issues drift without clear ownership, or when it’s hard to know who to contact and when to expect a reply.
When management works well, residents notice the opposite: clear communication without having to chase, issues tracked and followed through properly, confidence that concerns are taken seriously, and a building that feels organised, calm and cared for.
“Just a short note to say how wonderful the on-site team has been in recent weeks. I’ve needed some additional help and support with various things, and they’ve gone above and beyond.”
— Zeenia M, Resident, London
Why supporting the on-site team matters
One thing that’s easy to overlook: the on-site team – concierge and caretakers – sit at the heart of a well-run building. They’re usually the first person a resident speaks to, and when they’re unsupported, unclear on priorities or left to handle issues without backup, residents feel it immediately.
Good management works closely with on-site teams to make their roles clearer, calmer and better supported. When they feel supported, issues are spotted earlier, communication is more consistent, residents feel reassured, and the whole building runs more smoothly.
“With ALLRES, we’re not just concierge – we’re part of everything that happens. Communication is brilliant, and it feels exciting to be on site knowing we’re truly supported. I feel safe and valued.”
— Member of the on-site team, London
Questions to ask
If you’re a director or leaseholder in London weighing up your current agent, these are the questions worth asking:
- Can I see our building’s finances and compliance status in real time, or do I have to request it?
- Do I get proactive updates, or only answers when I chase?
- When something goes wrong, do they bring me options and a recommendation, or just the problem?
- Is it clear who’s responsible for what, and when I’ll get a response?
- Does the building feel calm and cared for — or does everything feel like firefighting?
If the answers aren’t reassuring, it may be time to look at your options.
Managing buildings across London and SE1
At ALLRES, we manage residential buildings across London, with a particular focus on SE1 – Bankside, Borough, Bermondsey and the surrounding area, right on our own doorstep. We were founded by leaseholders and RMC directors who knew property management could be done more openly, and we built the managing agent we’d have wanted ourselves: transparent, responsive, and genuinely on the side of the people who live in the building.
If you’re a director or leaseholder wondering whether your building could be better managed, we’re always happy to have a conversation – no obligation, no hard sell.
