Frequently Asked Questions

This is the annual estimate of costs property owners pay to the landlord (usually via a managing agent) to cover their share of maintaining and managing the building or development, including communal areas. The lease (or in the cases of houses - the deed/transfer) outlines how it is structured and what is charged.

Collecting a service charge ensures the landlord/managing agent can pay for services needed to keep your development safe, clean, comfortable, and well-maintained.

Service charges are used to cover the annual cost maintenance and management. These might include, but are not limited to:

Buildings Insurance

Utilities (such as electricity or gas)

Cleaning

Landscaping

General Maintenance

Mechanical and Electrical Maintenance

Amenity Management and Maintenance

Reserve Funds

Legal and Professional Fees, including the Management Fee

For a full and accurate breakdown of your service charge, please refer to your service charge budget and or service charge year end accounts.

A reserve fund is a dedicated fund established to accumulate contributions for the future repair, renewal, and replacement of major building components and shared assets within a development. The purpose of the fund is to help ensure that significant planned works can be undertaken without placing an immediate financial burden on property owners.

While reserve funds are carefully managed and budgeted to meet anticipated future expenditure, there may be circumstances where the available balance is insufficient to cover the full cost of essential works. In such instances, and where permitted under the terms of the lease or other governing documentation, additional contributions may be required from property owners to meet the cost of the works.

At the end of each service charge financial year, a review is carried out to compare the actual costs incurred in managing and maintaining the development against the service charge budget. During the year, service charge funds are used to cover both planned and reactive maintenance, as well as the day-to-day management and operation of the development.

Once the financial year has ended, service charge accounts are prepared to reconcile all income and expenditure.

If the actual expenditure exceeds the budgeted amount, a service charge deficit may arise. Where permitted under the terms of the lease, transfer, or other governing documentation, a balancing charge may be payable by property owners to recover the shortfall.

If actual expenditure is lower than the budget, any surplus will be applied in accordance with the provisions of the lease, transfer, or other governing documentation. Depending on these provisions, the surplus may be credited to the service charge account, transferred to the reserve fund, or otherwise applied as permitted.

Service charges are reviewed annually and are based on the anticipated costs of managing, maintaining, repairing, and operating the development. As these costs can change from year to year, it is not uncommon for service charge budgets to increase.

A number of factors may contribute to an increase in service charges, including inflation, rising utility costs, increased maintenance and repair requirements, the age and condition of the building, changes to service contracts, insurance premiums, and new or revised legislative and regulatory requirements.

When preparing the annual service charge budget, the landlord or managing agent seeks to ensure that the estimated charges are reasonable and reflect both previous expenditure and the anticipated costs of delivering the required services during the forthcoming financial year. The budget is prepared in accordance with the terms of the lease, transfer, or other governing documentation.

The management fee is one element of the overall service charge and represents the fee payable to the managing agent for the professional management and administration of the development. This includes services such as financial management, contractor procurement and supervision, compliance monitoring, resident communications, site inspections, and the day-to-day administration of the property, as provided for under the terms of the lease, transfer, or other governing documentation.

The service charge is the total amount collected from property owners to meet the costs of managing, maintaining, repairing, and operating the development. The management fee forms part of this overall budget, alongside other costs such as maintenance, utilities, insurance, cleaning, landscaping, and statutory compliance.

At PBM, the management fee is agreed with our client and is typically set as a fixed annual amount. This provides transparency and ensures that management costs are clearly identified within the overall service charge budget.

The frequency and due dates for service charge payments vary between developments and are determined by the terms of the lease, transfer, or other governing documentation. Depending on the provisions applicable to your property, service charge invoices may be issued annually, half-yearly, quarterly, or at another specified interval.

Invoices are issued on behalf of the landlord or management company and will clearly state the amount due, the payment due date, and the period to which the charges relate.

In some circumstances, invoices may be issued later than originally anticipated. Where this occurs, the payment due date may be extended to allow property owners a reasonable period in which to make payment. Any revised due date will be clearly shown on the invoice.

PBM accepts payment by electronic bank transfer only. Payment instructions, including our bank account details and any applicable payment reference, are provided on your service charge invoice.

To ensure your payment is allocated correctly, please use the payment reference specified on your invoice when making your transfer.

Please note that we do not accept payment by cash or cheque.

Service charge contributions are essential to the effective management, maintenance, and operation of your development. Funds collected are used to pay for services such as repairs, maintenance, utilities, insurance, cleaning, landscaping, and other costs associated with the upkeep of the building and communal areas.

Timely payment helps ensure that sufficient funds are available to meet ongoing contractual obligations, maintain service standards, and enable essential works to be carried out without unnecessary delay.

Service charge payments are due in accordance with the terms of the lease, transfer, or other governing documentation. Failure to make payment by the due date may constitute a breach of those obligations and could result in recovery action being taken. This may include the recovery of any additional costs, interest, or legal fees where permitted under the applicable legal documentation.

Unfortunately, PBM is unable to accept service charge payments by credit or debit card.

Service charge monies are collected and held for the benefit of the residents and the development, and are not funds belonging to PBM. As card payment providers apply transaction fees for processing payments, these additional costs cannot be charged back to individual property owners and therefore this payment method is not available.

To ensure that service charge funds are managed efficiently and transparently, payments should be made using the approved payment methods detailed on your invoice.

We understand that circumstances can change and that residents may experience temporary financial difficulties. If you are unable to make payment of your service charge by the due date, we encourage you to contact PBM as soon as possible so that we can discuss your situation and understand how we may be able to assist.

While service charges remain payable in accordance with the terms of your lease, transfer, or other governing documentation, we may be able to consider a short-term payment arrangement where appropriate. To assess your circumstances, you may be asked to provide supporting information regarding your financial position.

If you have a mortgage provider, you may also wish to contact them to discuss whether they are able to offer any assistance or support.

Please be aware that service charges that have been correctly demanded remain legally recoverable. Failure to make payment may result in further recovery action being taken, which could include additional costs, interest, or legal fees where permitted under the relevant documentation.

If you are experiencing difficulties paying your service charge, please contact the PBM accounts team as soon as possible at accounts@plymouthblockmanagement.com so we can discuss the next steps.

PBM expects service charge payments to be made in accordance with the due dates stated on your invoice. We recognise, however, that there may be occasions where a payment reminder is required, and we will issue an initial reminder without charge.

The cost of preparing and issuing service charge invoices, along with the first reminder, is included within our agreed management fee. Where further reminders or additional correspondence are required due to outstanding payments, the reasonable costs associated with administering these matters are applied directly to the relevant account.

These costs cannot be recovered through the service charge, as they relate specifically to individual accounts rather than the management and upkeep of the wider development. Applying these charges ensures that the costs associated with additional administration are fairly allocated to the account requiring further action.

Council tax is separate from your service charge and is not collected or administered by PBM. It is a local authority charge applied to residential properties across the UK and is used to fund essential public services, including waste collection, policing, education, and other local services.

Your service charge relates specifically to the management, maintenance, and operation of your development and communal areas, whereas council tax is a separate statutory charge payable directly to the relevant local authority.

Payment of your service charge does not replace your obligation to pay council tax, and both charges remain separate responsibilities.

In general terms, a demised issue relates to areas or items that form part of your individual property and are your responsibility to maintain, repair, or replace. This will typically include everything within your property boundaries, beyond your front door.

A communal issue relates to areas and facilities that are shared by residents and managed as part of the wider development. This may include communal hallways, entrances, lifts, shared services, gardens, landscaping, and other external areas.

The exact responsibilities can vary depending on the specific terms of your lease, transfer, or other governing documentation. Residents should always refer to these documents for confirmation of responsibility in relation to any particular repair, maintenance, or replacement issue.

If you are unsure whether an issue is your responsibility or relates to a communal area, please contact PBM and we will be happy to provide guidance.

If there is an immediate risk to life, health, or safety, please contact the emergency services by calling 999.

For urgent property-related issues that require immediate attention but do not require the police, ambulance service, or fire brigade, please contact PBM’s emergency line on 01752 257338 and select option zero. Our emergency service is available 24 hours a day, 7 days a week and is monitored by our team to assist with urgent matters such as significant water leaks, loss of essential services, or lift-related emergencies.

Please note that our out-of-hours emergency service is intended for genuine emergencies only. Non-urgent enquiries, general repairs, and routine matters will be recorded and dealt with during normal office hours.

Service charges are calculated and collected in accordance with the terms of your lease, transfer, or other governing documentation. These documents set out which costs and services property owners are required to contribute towards and are legally binding.

Shared services and facilities, such as lifts, communal lighting, cleaning, landscaping, and maintenance, form part of the overall management and operation of the development. Contributions are generally based on the obligations set out in the relevant documentation rather than individual usage or personal circumstances.

This means that service charge contributions remain payable even where a resident does not personally use a particular service or facility, for example, if they choose to use the stairs instead of the lift or are away from the property for a period of time.

The purpose of service charges is to ensure that the shared areas, services, and facilities of the development are properly maintained and available for the benefit of all residents.

Major works projects can involve a detailed consultation process to ensure that all leaseholders are provided with the appropriate opportunity to review, comment, and participate in decisions relating to significant expenditure.

Under the requirements of the Landlord and Tenant Act, certain major works must follow a prescribed consultation process before contracts can be entered into and works can begin. While we appreciate that this process can appear lengthy, PBM must follow these statutory requirements to ensure transparency, compliance, and that the interests of all leaseholders are properly considered.

Throughout the process, PBM will provide updates to keep residents informed of progress. The consultation process generally includes the following stages:

Stage 1 – Notice of Intention (30 days) A notice is issued outlining the proposed works, the reasons they are required, and providing leaseholders with the opportunity to submit observations and nominate contractors for consideration.

Stage 2 – Notice of Estimates (30 days) Leaseholders are provided with details of the estimates received and invited to provide comments or observations on the proposed costs and contractors.

Stage 3 – Notice of Award of Contract (30 days) Leaseholders are informed of the contractor appointed, the reasons for the selection, and provided with a summary of observations received throughout the consultation process.

Once the consultation process has been completed and all necessary approvals are in place, the works can be formally instructed. PBM will continue to provide updates regarding the planned commencement date, programme of works, and any relevant information as the project progresses.

A leak is not always visible within the property where it originates. In some cases, water may escape from a concealed pipe, appliance, or fitting within your home and only become apparent when it causes damage or disruption to neighbouring properties.

For example, a leak from a washing machine, shower, bathroom fitting, or internal plumbing connection may not cause any noticeable damage within your own property but could result in water appearing in a property below or adjacent to yours.

There may also be occasions where investigations within neighbouring properties have identified the source of a leak as originating from your property. In these circumstances, you may be required to arrange access for a plumber or contractor to investigate and resolve the issue.

Each situation will be assessed individually, and PBM will always aim to provide as much information as possible when requesting that you take action or arrange an inspection. Prompt investigation and repair helps prevent further damage, minimise disruption to other residents, and protect the wider development.

Responsibility for pest control depends on where the issue is located and the terms of your lease, transfer, or other governing documentation.

In general, PBM, as managing agent, is responsible for addressing pest control issues affecting communal areas of the development, such as bin stores, communal courtyards, shared hallways, or other shared spaces.

If the pest issue is located within your individual property, this would normally be the responsibility of the property owner or resident to investigate and arrange appropriate treatment.

There may be circumstances where responsibility differs depending on the nature and location of the issue. If this is the case, PBM will provide guidance and advise you of any action required.

If you are unsure whether a pest issue relates to a communal area or your individual property, please contact PBM and we will assist where possible.

If you have no running water within your property, you should first contact the water provider responsible for supplying water to your home. This will usually be the company you receive your domestic water bill from, as they are responsible for investigating issues with the mains water supply.

In some developments, properties may be connected to a communal water system that is managed by PBM. If you are aware that your development operates a communal water supply, please contact PBM so we can investigate and assist where appropriate.

A loss of water supply is considered an urgent matter. If you require assistance from PBM, please contact our emergency telephone line, which is available 24 hours a day, 7 days a week. Please do not rely on email for urgent issues, as our inboxes are not monitored outside of normal working hours.

For emergencies, always contact PBM by telephone to ensure your query is dealt with as quickly as possible.

If you experience a loss of electricity within your property, please begin by checking your consumer unit (fuse box) to see whether any switches have tripped. Resetting a tripped switch may resolve the issue.

If the problem continues, you should contact your electricity supplier (the company you pay your electricity bill to) as they can assist with investigating the issue and liaising with the local electricity network operator where required. You can also contact the electricity network operator directly by calling 105 or by visiting powercut105.com to check for any reported issues or power cuts in your area.

If there is no wider power outage and the issue appears to be affecting only your property, you may need to arrange for a qualified electrician to investigate, as this is likely to relate to your individual property and would typically be your responsibility.

If the loss of electricity is affecting multiple properties within your building or development, this may indicate an issue with a communal supply or system. In this instance, please contact PBM via our 24/7 emergency telephone line so that we can investigate and arrange appropriate assistance where required.

Please note that urgent issues should always be reported by telephone, as emails are not monitored outside of normal working hours.

To receive regular updates regarding maintenance matters and ongoing issues at your development, please ensure you are registered through your development’s dedicated registration page.

Once registered, you will receive relevant communications and updates relating to works, maintenance activities, and important information affecting your development.

If you are unsure how to register or require assistance accessing your account, please contact the PBM Support Team, who will be happy to help.

PBM’s role is to manage and maintain the communal areas and shared elements of the development in accordance with our appointment. As such, we are unable to manage insurance claims relating to your individual property or personal belongings within your property demise.

In addition, PBM is not authorised or regulated by the Financial Conduct Authority (FCA) to provide insurance claims handling services on behalf of residents for matters relating to their individual property.

Where a claim relates to the building insurance policy or communal elements of the development, PBM will assist where appropriate by providing relevant information, documentation, or access to records to support the claims process.

For claims relating to your own property, you should contact your own insurer or follow the appropriate process with the relevant insurance provider.

Our resident registration process allows PBM to maintain accurate and up-to-date information about those living at each property, enabling us to provide more effective communication and support across your development.

By registering, we can ensure that important updates, maintenance information, and development-specific communications are directed to the appropriate residents, properties, or relevant stakeholders. This helps us provide timely information about matters that may affect you and your home.

Registration also supports our responsibilities in relation to building safety. Having accurate resident information helps us better understand the needs of those living at the development, including whether any residents may require additional assistance in the event of an emergency, such as a fire or evacuation.

Our aim is to ensure that residents receive relevant information, support, and updates when they need them. The registration process is quick and straightforward, typically taking no more than five minutes to complete.

Parking arrangements and enforcement responsibilities vary between developments. The details of the organisation responsible for managing parking control at your development will be displayed on the parking signage located throughout the site.

If you have a query regarding parking restrictions, permits, or enforcement action, please refer to the contact details provided on the relevant signage, as the parking management provider will be responsible for dealing with parking-related enquiries.

Any parking disputes, appeals, or queries regarding parking enforcement should be directed to the parking management company responsible for your development.

The relevant contact details can be found on the parking signage displayed throughout the development, as well as on any parking permits, notices, or correspondence issued by the parking provider.

PBM is unable to investigate or resolve parking enforcement matters managed by third-party parking operators and residents should contact the relevant provider directly for assistance.

Any parking ticket disputes or appeals must be submitted directly to the parking management company responsible for enforcement at your development.

Details of the relevant parking provider and the process for submitting an appeal can be found on the parking signage, the ticket issued, or any accompanying correspondence.

PBM is unable to review, cancel, or make decisions regarding parking tickets issued by third-party parking operators, and all disputes must be raised with the relevant provider directly.

Large household items should not be disposed of in the communal bin stores or general waste areas at your development. These facilities are designed for normal household waste only and are not suitable for bulky items.

If you need to dispose of a large item, you should contact your local council, usually via their website, to arrange a bulky waste collection. Many councils offer a collection service, and they will provide instructions on where the item should be placed for collection.

Please do not leave large items within communal areas or bin stores. Where bulky items are incorrectly disposed of, PBM may need to arrange a private collection service to remove them. These costs can be significant and, where applicable, may be charged back through the service charge, increasing costs for all residents.

By using the appropriate disposal services, residents can help maintain clean, safe, and well-managed communal areas while avoiding unnecessary costs for the development.

If your communal refuse bins have not been collected as scheduled, please report this directly to your local council using their website or designated reporting service.

Please also notify PBM so that we are aware of the issue and can monitor the situation. Where necessary, we will work with the relevant parties and consider any appropriate alternative arrangements to help minimise disruption to residents.

Residents are encouraged to report missed collections as soon as possible to help ensure the matter can be addressed promptly.

Missed refuse collections should be reported directly to your local council through their website or designated reporting service.

Alternatively, you can notify PBM and we can assist by reporting the issue on your behalf. Providing details of the development, the date of the missed collection, and any relevant information will help ensure the matter can be addressed as quickly as possible.

We recommend reporting missed collections promptly to help minimise disruption and maintain the cleanliness of communal areas.

“Contaminated” is a term used by local authorities when incorrect items have been placed in recycling bins, causing recyclable materials to become unsuitable for recycling.

For example, where general waste is disposed of alongside recyclable materials, the recycling load may no longer be accepted for processing and may need to be treated as general waste instead. This can result in additional collection requirements and charges from the local authority, as separate arrangements may be required.

To help maintain effective waste management and avoid unnecessary costs for the development, we ask all residents to carefully follow the recycling guidance provided by the local authority and ensure that waste is placed in the correct communal bins.

By disposing of waste responsibly, residents can help support recycling efforts, reduce environmental impact, and prevent avoidable costs being passed on through the service charge

If you notice someone sleeping rough or in need of support at your development, please notify PBM through our Support Team so that we are aware of the situation and can provide appropriate assistance where possible.

We also recommend contacting your local council and, where there is an immediate concern for the person’s safety or the safety of others, contacting the police.

While the police may not always be able to remove someone from the development, they can provide support where there are safety concerns and help ensure that the appropriate agencies are aware. The local council and relevant support services may also be able to assist by providing access to accommodation, outreach support, or other available resources.

When reporting a concern, please provide as much detail as possible, including the location within the development and any relevant information that may help the appropriate organisations respond.

Your apartment entrance door is considered a fire door and forms an important part of the building’s passive fire protection system and overall fire safety strategy. Fire doors are designed to help contain the spread of fire and smoke for a specified period, allowing residents time to evacuate safely and supporting firefighting activities.

Due to their critical role in protecting life, fire doors must be regularly inspected and maintained to ensure they continue to perform effectively. The Fire Safety (England) Regulations 2022, which came into force on 23 January 2023, introduced legal requirements for responsible persons of relevant multi-occupied residential buildings in England over 11 metres in height to carry out regular checks of fire doors in communal areas and annual inspections of flat entrance doors.

As your managing agent, PBM has a responsibility to support compliance with these requirements and ensure that apartment front door inspections are carried out on an annual basis where applicable.

We appreciate that access arrangements can sometimes be inconvenient; however, these inspections are an important part of maintaining building safety and helping to protect all residents, visitors, and emergency responders.

The inspection of your apartment entrance door is a visual, non-intrusive assessment carried out to confirm that the fire door remains suitable and able to perform its intended safety function.

Government guidance relating to the Fire Safety (England) Regulations 2022 provides information on the nature and scope of fire door checks required. These inspections are designed to identify any visible issues that may affect the performance of the door and may also take account of relevant supporting information, such as available documentation or previous inspection records.

The inspection does not involve dismantling, damage, or intrusive testing of the door or surrounding areas. Checks are carried out by trained and competent persons and may include reviewing visible elements such as the condition of the door, frame, hinges, seals, gaps, and any signs of damage or alteration.

The purpose of the inspection is to help ensure that fire doors within the development continue to provide the required level of protection for residents and the building as a whole.

Each fire door within the development is recorded as an individual digital asset within PBM’s fire door management system. This creates a dedicated record for every door, allowing inspection history, findings, and relevant information to be securely recorded and maintained over time.

When a fire door inspection is completed, the details of the inspection are recorded against the specific door asset using our digital door data system. This ensures that an accurate audit trail is maintained, providing a clear history of inspections, any observations identified, and any actions required.

Following the inspection of your apartment entrance door, a full digital inspection report is generated and provided to you. This report provides transparency by confirming the inspection findings and any relevant information relating to your individual fire door.

Maintaining accurate digital records helps PBM monitor compliance, support ongoing fire safety management, and ensure that any identified issues can be appropriately managed and addressed

Responsibility for the maintenance, repair, and replacement of an apartment entrance door is determined by the terms of your lease, transfer, or other governing documentation.

In many developments, the apartment entrance door forms part of the individual property demise, meaning that the leaseholder or property owner is responsible for ensuring that the door is properly maintained, repaired, and kept in a suitable condition. However, responsibility can vary between developments, and residents should refer to their specific documentation for confirmation.

Where you are responsible for maintaining your apartment entrance door, PBM will notify you of any issues identified during a fire door inspection and provide a copy of the relevant inspection report for your review and action where required.

As the managing agent, PBM has a responsibility to ensure that fire doors forming part of individual properties are appropriately maintained and not altered in a way that could compromise the building’s fire safety strategy or the protection they are designed to provide.

Any repairs, maintenance, or alterations to a fire door should be carried out by a competent and suitably qualified person with the appropriate skills, experience, and training to work on fire door assemblies.

There are a number of recognised accreditation schemes and professional bodies that help demonstrate the competency of fire door installers and maintenance providers. Appointing a competent contractor helps ensure that any works undertaken are completed correctly and that the fire door continues to meet the required safety standards.

PBM uses a robust contractor selection process, with all contractors required to undergo appropriate checks, including verification of relevant qualifications, accreditations, experience, and competency before being appointed. We only instruct suitably approved contractors to undertake fire door-related works on behalf of our clients.

Please be aware that any contractor appointed to carry out repairs may undertake their own assessment of the fire door and the works required. A fire door inspection report reflects the condition of the door at the specific time the inspection was completed and should not be considered a permanent assessment of its condition.

Some organisations may offer enhanced or more detailed inspection services, which can include additional or intrusive assessments of the door assembly and surrounding areas. These inspections may follow industry guidance or best practice standards but go beyond the standard visual inspection requirements set out under the relevant fire safety legislation.

The fire door inspection report provided by PBM is designed to give a clear summary of the inspection findings and identify any areas where remedial action may be required.

Where repairs are recommended, the report may include guidance on suitable repair approaches, including reference to recognised repair techniques where applicable. This information is intended to assist competent contractors in understanding the nature and extent of any issues identified and help them assess the likely scope of works required.

While the inspection report provides a useful overview of the condition of the door at the time of inspection, some competent contractors may wish to undertake their own assessment before providing a quotation. This allows them to confirm the condition of the door, determine the most appropriate repair method, and ensure that any proposed works are suitable and compliant with the relevant standards they work to.

The extent of remedial works required will vary depending on the condition of the individual door. In some cases, repairs may be straightforward, while in others a contractor may determine that replacement of the door or certain components is the most appropriate solution.

Ultimately, it is the responsibility of the appointed competent contractor to assess the required works and determine the most suitable method of achieving compliance and ensuring the fire door continues to provide the intended level of protection.

PBM is unable to recommend or endorse a specific contractor to carry out repairs to your individual property, as doing so could create a potential conflict of interest and may affect our impartiality.

Where repairs are required to your apartment entrance fire door, you are free to appoint a suitably competent contractor of your choice. We recommend ensuring that any contractor selected has the appropriate experience, training, and competency to undertake fire door repairs in accordance with relevant standards and guidance.

Accredited installers and maintenance providers can be sourced through recognised professional bodies and industry organisations. Residents may wish to consider contractors who can demonstrate relevant fire door experience, appropriate qualifications, and suitable accreditation when selecting a provider.

PBM’s role is to provide information regarding any issues identified during inspections and support the ongoing management of fire safety compliance across the development. The responsibility for arranging repairs to privately demised property remains with the relevant property owner where applicable.

An accreditation scheme is an independent certification process designed to provide assurance that a contractor, company, or individual has demonstrated the appropriate skills, knowledge, training, and experience to carry out work within a specific area of expertise.

Accreditation helps provide confidence that a contractor operates to recognised standards and has met defined competency requirements relevant to the services they provide. Depending on the type of work being undertaken, accreditation may involve assessments, ongoing monitoring, training requirements, and compliance with recognised industry practices.

Many accreditation schemes are supported by or recognised through UKAS (the United Kingdom Accreditation Service). UKAS is the UK’s national accreditation body, appointed by the government to assess and confirm the competence, impartiality, and consistency of organisations that provide certification, inspection, testing, and calibration services.

When appointing contractors, PBM considers relevant qualifications, experience, competency, and accreditation where appropriate to help ensure works are completed safely, effectively, and in accordance with applicable standards.

Fire doors are highly specialised safety components that form an important part of a building’s fire protection strategy. They are made up of multiple elements, including the door leaf, frame, hinges, seals, closers, and other hardware, all of which work together to ensure the door performs correctly in the event of a fire.

Any repairs, adjustments, or modifications must be completed by someone who understands how these components interact and how changes may affect the overall performance of the fire door. Incorrect repairs or alterations could compromise the integrity of the door and reduce its ability to resist the spread of fire and smoke.

For this reason, it is strongly recommended that only a suitably competent and experienced contractor is appointed to carry out fire door repairs. A competent contractor will have the appropriate knowledge, training, and understanding of fire door systems to ensure that any works are completed safely and in accordance with relevant standards and guidance.

Using a suitably qualified professional helps protect residents, maintain the effectiveness of the building’s fire safety measures, and ensure that the fire door continues to provide the level of protection for which it was designed.

Unfortunately, PBM is unable to arrange repairs to your individual apartment entrance door on your behalf.

Repairs to elements that form part of your private property demise fall outside the scope of PBM’s management appointment. As managing agent, we do not have the legal authority to instruct works or manage repairs to privately owned property unless specifically authorised under separate arrangements.

In addition, service charge funds cannot be used to pay for repairs that relate solely to an individual property. Any attempt to facilitate such works through the service charge would create additional administrative and financial complexities, including the need to recover costs separately from the relevant property owner.

For these reasons, the most effective and efficient approach is for the property owner to appoint a suitably competent contractor directly. This allows the repair process to be managed between the owner and contractor, ensuring the appropriate works are agreed, instructed, and completed without unnecessary delay.

PBM will continue to provide support by sharing relevant inspection information and guidance where required to help residents address any identified issues.

The fire door inspection report provided to you includes specific information to help confirm that the inspection relates to your individual apartment entrance door.

Within the Fire Door Asset Information section of the report, you will find a photograph of your apartment entrance door, including the relevant door number or identifying details. This allows you to verify that the inspection record and any findings relate to the correct fire door.

If you believe the information provided does not match your property or you have any queries regarding the inspection report, please contact PBM and we will be happy to assist.

When repair works are completed to your apartment entrance fire door, you should request a report, certificate, or written confirmation from the appointed competent contractor detailing the works undertaken.

The documentation should confirm the nature of the repairs completed and provide assurance that the fire door has been returned to a suitable and compliant standard.

Once the works have been completed, please send a copy of the contractor’s report or certificate to PBM so that we can update our records and maintain an accurate inspection history for your fire door.

Keeping these records up to date helps support ongoing fire safety management and ensures that any remedial actions identified during inspections are appropriately recorded and closed.

Yes. Timber fire doors require regular maintenance to help ensure they continue to operate effectively and provide the intended level of protection in the event of a fire.

Fire doors are subject to regular use and can experience wear and tear over time. Repeated opening and closing, accidental damage, and general deterioration can affect both the door itself and the components that allow it to function correctly.

Deterioration can typically occur in two main areas:

Damage to the door assembly: This may include damage to the door leaf, frame, seals, or other components that form part of the fire door system. Wear to hardware and fixings: Hinges, closers, latches, and other hardware may become worn or require adjustment over time, which could affect the door’s ability to close correctly and maintain the fire barrier.

Timber fire doors can also be affected by environmental conditions, including changes in humidity and seasonal temperature variations. These factors may cause the materials to expand, contract, or alter slightly, meaning that periodic adjustments and maintenance may be required.

Regular inspection and appropriate maintenance help ensure fire doors continue to perform as designed, supporting the safety of residents, visitors, and emergency responders.

Yes. Even if a fire door has been installed recently, it may still require periodic maintenance or adjustment to ensure it continues to perform as intended in the event of a fire.

Fire doors are precision-engineered safety products and their performance can be affected by a number of factors shortly after installation. Building settlement, natural movement within the structure, and seasonal changes in temperature and humidity can all influence the operation of a timber fire door. These factors may result in changes to the gaps between the door and frame or require adjustments to components such as hinges, latches, seals, or door closers.

In addition, normal day-to-day use can lead to gradual wear of moving components. Even over a relatively short period, repeated operation may mean that minor adjustments or maintenance are required to ensure the fire door continues to self-close correctly and maintain its intended fire and smoke resistance.

Regular inspections are intended to identify these issues at an early stage before they become more significant. The fire door inspection requirements introduced under the Fire Safety (England) Regulations 2022 are designed to ensure that any maintenance or remedial works required are identified, communicated, and addressed promptly, helping to maintain the ongoing effectiveness of the building's fire safety measures.

It is important to note that a recommendation for maintenance does not necessarily indicate that a fire door is defective. In many cases, it reflects routine adjustments that are expected throughout the life of a fire door to ensure it continues to meet the required performance standards.

If your property was built relatively recently and you still have the documentation provided by the developer, this may include information relating to your apartment entrance fire door, such as the manufacturer's certification, installation details, or product documentation.

You may also find identifying information on the fire door itself. Many fire doors are fitted with a certification label or plug, which is typically located on the top edge or side edge of the door leaf. This may contain important information about the door's manufacturer, certification, fire rating, or unique identification.

If the requested documentation is not available, your appointed contractor may still be able to identify the door and determine the information required by inspecting the door and its certification markings.

If you require a copy of your PBM fire door inspection report or have questions relating to the information recorded during the inspection, please contact PBM and we will be happy to assist where possible.

If you would like to learn more about fire doors, their role in protecting buildings, and the legal requirements for their inspection and maintenance, the UK Government has published comprehensive guidance relating to the Fire Safety (England) Regulations 2022.

This guidance explains the responsibilities of responsible persons, the purpose of routine fire door inspections, and the standards expected for fire doors in multi-occupied residential buildings.

Further information can be found here:

Fire Safety (England) Regulations 2022 – Fire Door Guidance

If you have any questions about your apartment entrance fire door, your inspection report, or your responsibilities following an inspection, please contact PBM and a member of our team will be happy to assist.

When selling a leasehold property, your solicitor will usually request a Management (Sales) Pack from PBM, as the managing agent for the development. This pack contains important information that a prospective purchaser and their solicitor will require before the sale can proceed.

The Management Pack typically includes details relating to the management of the development, such as service charges, reserve fund contributions, building insurance, fire and building safety information, planned major works, any anticipated future costs, and confirmation of any outstanding balances or arrears associated with the property. It may also include copies of relevant documents and information required during the conveyancing process.

Providing this information helps ensure that prospective purchasers are fully informed of their rights, responsibilities, and any financial obligations associated with the property before completing their purchase.

As the managing agent, PBM is responsible for supplying this information, and your solicitor will normally obtain the Management Pack directly from us as part of the conveyancing process.

PBM offers a range of turnaround options for Management (Sales) Packs to accommodate different timescales during the conveyancing process.

When ordering a Management (Sales) Pack through the PBM website, you can select the turnaround time that best meets your requirements. Options currently range from five working days through to an expedited one working day service.

The fee for the Management (Sales) Pack varies depending on the turnaround time selected, with faster processing times attracting a higher administration fee.

For current pricing and to order a Management (Sales) Pack, please visit the Additional Services section of the PBM website. If you require assistance, the PBM Support Team will be happy to help.

Management (Sales) Packs can be purchased directly through the PBM website using our secure online ordering system.

Simply visit the Additional Services section of the website, select the appropriate Management (Sales) Pack and preferred turnaround time, and follow the online payment process.

Once your order has been received, it will be processed in accordance with the turnaround option selected at the time of purchase.

If you experience any difficulties placing your order or have any questions about the process, please contact the PBM Support Team, who will be happy to assist

In most cases, no. Your lease or transfer document will usually require service charges to be paid in advance for the relevant payment period. As a result, PBM is generally unable to refund service charges simply because ownership of the property changes during that period.

Instead, any apportionment of service charges between the seller and purchaser is normally dealt with as part of the conveyancing process by the respective solicitors. This ensures that each party pays the appropriate proportion of the service charges for the period during which they own the property.

Your solicitor and the purchaser's solicitor may also agree to retain a sum of money (commonly referred to as a retention) to account for any balancing charges, credits, or other costs that relate to your period of ownership but have not yet been finalised, such as year-end service charge accounts.

These arrangements are agreed between the buyer and seller as part of the legal conveyancing process and are not matters that PBM, as the managing agent, is able to determine or administer.

If you have any questions regarding service charge apportionments or retentions, you should seek advice from your solicitor, who will be able to explain how these will be dealt with as part of your sale.

In practical terms, there is no significant difference between sub-letting and under-letting. The terms are commonly used interchangeably and both refer to a leaseholder granting another person the right to occupy all or part of their property under a tenancy agreement, while the leaseholder remains responsible for complying with the terms of their lease.

Whether the term sub-letting or under-letting is used, property owners should always refer to the provisions of their lease, as there may be specific requirements or restrictions governing the letting of the property. In many cases, the leaseholder may be required to obtain the landlord's consent or notify the managing agent before a tenancy commences.

If you are considering letting your property and are unsure of your obligations, please contact PBM for guidance or refer to your lease documentation before entering into any tenancy agreement.

In most cases, leaseholders are permitted to let their property; however, this will depend on the specific terms of your lease.

Many leases contain provisions relating to sub-letting or under-letting, which may require you to obtain the landlord's consent, notify the landlord or managing agent, or comply with certain conditions before entering into a tenancy agreement.

Before letting your property, you should carefully review the relevant provisions of your lease to ensure you understand your obligations. If you are unsure whether your lease permits sub-letting or what requirements apply, please contact the PBM Support Team for guidance before proceeding with any tenancy arrangements.

Failure to comply with the terms of your lease may constitute a breach of your lease obligations.

You should have received a copy of your lease from your solicitor or conveyancer when you purchased your property. If you no longer have a copy, it is worth checking with them first, as they may still hold a copy on file.

If you are unable to locate your lease, PBM can assist you in obtaining a copy through our Additional Services. Further information is available on the PBM website, where you can request a copy for the applicable administration fee.

If you require assistance or are unsure of the process, please contact the PBM Support Team, who will be happy to help.