Frequently Asked Questions

Managing a building is about far more than ticking boxes. It is about creating a community and delivering an experience that residents genuinely value.

Our philosophy, inspired by the Japanese principle of Omotenashi, focuses on anticipating needs and providing seamless, thoughtful service. We don't just react to problems; we proactively manage your building to prevent issues, protect its value, and enhance residents' wellbeing by combining traditional block management with a modern, tech-savvy approach. This gives residents easy access to important documents and updates through our secure online portal. Every building has its own character, and we tailor our service accordingly.

As a boutique firm, our clients are long-term partners, not just names on a spreadsheet. Transparency is at the heart of everything we do. There are no hidden fees and no confusing jargon - just honest, professional management you can rely on.

A Residents’ Management Company (RMC) is a company that has been formed to protect the interests of leaseholders of a residential building. It’s usually set up by the original developer of the building and consists of equal shareholders or members, who are typically the leaseholders. The RMC is responsible for the management and maintenance of the building, as well as compliance with the obligations of the lease and a range of statutory requirements (subject to the lease structure). The directors of the RMC, who are unpaid and appointed by the leaseholders, decide how best to achieve this, either by self-managing or, in most cases, by appointing a professional managing agent.

The Commonhold and Leasehold Reform Act 2002 introduced The Right to Manage (RTM).

It gives leaseholders the statutory right to take over the management of their property from the landlord by setting up their own company known as a Right To Manage Company. It’s only available to leaseholders of flats, not houses.

Right to Manage Companies can either manage the building themselves or appoint a professional managing agent to look after the premises.

Pont & Lyall specialise in the management of residential blocks, apartment buildings, and estates, ranging from small conversions to large, complex developments. While our roots are firmly in South West London, we manage properties across Greater London and surrounding areas. We also have the capability to extend our services even further without question. No matter the size or location, our commitment to excellence, transparency, and high quality service remains the same.

A managing agent plays a crucial role in ensuring the smooth and compliant operation of your building. We take responsibility for arranging essential services such as building insurance, maintenance and repairs, health and safety compliance, and financial management, including budgeting and service charge collection. We can also oversee major works, mediate disputes if necessary, and ensure that all statutory obligations are met. In short, we act as your trusted partner, relieving you of the burdens of day-to-day management so you can enjoy your home or investment property with complete peace of mind.

The service charge is a financial contribution made by leaseholders toward the costs of managing, maintaining, and insuring the building and any communal areas. Each year, we prepare a detailed budget to forecast expected costs for the coming year, ensuring transparency and accountability. Service charges are held in a protected designated client account and are carefully managed in line with industry codes of practice and regulations.

Non-payment of service charges and ground rent has a serious impact on the financial health of a building, delaying repairs and potentially causing financial hardship for other leaseholders. We follow a structured recovery process, which includes sending reminders, issuing formal demands, and pursuing legal action if necessary. Ultimately, leaseholders risk forfeiture of their lease if arrears remain unpaid. However, we always aim to resolve issues amicably first, and work with leaseholders to agree payment plans where possible.

A freeholder is the person or entity that owns both the land and the building structure indefinitely. In a leasehold arrangement, the freeholder typically has certain responsibilities, such as maintaining the structure and common areas, and collecting ground rent. They may appoint a managing agent or delegate management responsibilities to a Management Company, but ultimately they retain ownership of the land and the building.

A leaseholder is someone who holds a long-term right to occupy and use a property for the duration of their lease, which can range from decades to even hundreds of years. Although the leaseholder owns the property itself during the lease period, they do not own the land it stands on. Leaseholders pay service charges and must comply with the terms of their lease, including responsibilities for internal maintenance.

Ground rent is a payment made by the leaseholder to the freeholder as set out in the lease. Unlike the service charge, ground rent is not linked to the cost of managing or maintaining the building; it is simply a fee paid for the right to occupy the property. While traditionally modest, ground rent terms vary, and it's important to understand your obligations under your specific lease.

Reserve funds, sometimes known as sinking funds, are financial reserves built up over time to cover the cost of major works or significant repairs, such as external redecorations, roof replacements, or lift refurbishments. By regularly contributing to the reserve fund, leaseholders avoid large unexpected bills and ensure that their building is properly maintained for the long term. Properly managed reserve funds also protect property values and enhance financial stability.

Yes, we often carry out thorough property inspections, covering both the exterior and the communal interior areas. These inspections are essential for identifying and addressing any maintenance issues before they escalate, ensuring that the building remains safe, compliant, and well-presented. Our reports help inform maintenance plans and ensure that any necessary works are budgeted for appropriately.

We arrange a comprehensive block insurance policy that covers the entire building, including communal areas and structural elements. This is arranged with an Insurance broker and is finalised after the directors of the Freehold company approve the proposal. Each leaseholder contributes to the cost of this policy through their service charge. Building insurance typically covers risks such as fire, flood, theft, and accidental damage to the fabric of the building. Leaseholders are encouraged to take out their own contents insurance to protect their personal possessions and any internal improvements made to their flats.

We primarily work with our own trusted, highly skilled maintenance contractors, which enables us to maintain consistent quality and responsiveness. They form part of a carefully curated network of carefully vetted local contractors who share our commitment to quality, professionalism, and fair pricing. This approach ensures that we deliver outstanding service without unnecessary costs.

A Section 20 consultation is a legal process required under the Landlord and Tenant Act 1985 when works are proposed that will cost any leaseholder more than £250. The consultation process allows leaseholders to be informed of the proposed works, to comment on them, and to nominate contractors if they wish. It ensures transparency and gives leaseholders a voice before major costs are incurred.

Yes, changing managing agents is easier than many people think. Once you have selected Pont & Lyall, we will help guide you through the transition. Typically, you will need to give formal notice to your existing agent, with notice periods ranging from one to three months depending on your current agreement. We will liaise with your outgoing agent to ensure a smooth handover of documents, financial records, and service contracts. We charge a small one-off setup fee to audit your building, review lease terms, and set up management systems, ensuring a seamless start to our relationship.

We prepare service charge budgets by carefully assessing the building's needs for the coming year, factoring in regular maintenance, compliance obligations, planned improvements, and anticipated major works. We also take into account historical expenditure, inflation, and any resident feedback, aiming for fairness, transparency, and financial stability.

We provide a 24/7 emergency response service through partnership with a trusted and vetted contractor. In the event of issues like major leaks, structural damage, or fire alarm activations, residents can contact 0203 305 8087 immediately and select the out of hours option to be connected directly. They are ready to attend urgent situations quickly to protect the safety of residents and the integrity of the building.

Planned maintenance involves scheduled preventative works such as annual servicing of fire systems or cyclical redecoration to maintain the building’s condition over time. Reactive maintenance refers to responding to unexpected issues like leaks, broken lights, or roof damage. A good balance between both is essential to preserve your property.

When selling a leasehold property, you'll typically need a management pack from the managing agent. This pack includes financial statements, insurance details, service charge accounts, and information on any upcoming major works. We provide these promptly to support smooth transactions for both sellers and buyers.

We operate dedicated client accounts for each fund at each building, ensuring complete organised segregation of funds. All service charge income and expenditure are fully recorded, and annual accounts are prepared and shared with leaseholders. We also run a real-time cashbook to ensure financial records are correct in all places.