Understand Leaseholder Protections and What to Expect from Managing Agents
You pay the service charges, follow the rules, and expect the building to run smoothly. But when things go wrong, who’s actually responsible—and what are your rights?
Confusion around service charges, unclear communication from managing agents, and mystery maintenance invoices leave many leaseholders frustrated and uncertain. But you’re not powerless—far from it.
In this guide, we explain your legal rights as a leaseholder in a residential block, highlight the responsibilities of your managing agent, and explore your options when things go wrong.
Who We Are: Plymouth Block Management
Plymouth Block Management is a trading name of Residential Block Management Group Ltd. (Company Number: 11252218). With over 30 years of experience in the South West’s residential sector, we specialise in managing apartment blocks with transparency, professionalism, and genuine care for residents.
We’re proud to hold the following accreditations and awards:
- ISO 9001:2015 Quality Management Certified (BSI FS 685565)
- ARMA ACE Awards: Winner (2017, 2019), Highly Commended (2018, 2024)
- Property Management Awards Finalist (2022)
- The Property Institute: Recognised Member
These standards demonstrate our ongoing commitment to fair, informed, and ethical block management. Our team operates across the South West.
What Legal Rights Do I Have as a Leaseholder in a Block of Flats?
As a leaseholder, you are protected under several key pieces of legislation:
- Landlord and Tenant Act 1985
- Commonhold and Leasehold Reform Act 2002
- Leasehold and Freehold Reform Act 2024 – the most recent reform focusing on enfranchisement, lease extensions and greater transparency
Your Key Rights Include:
- Consultation on Major Works (Section 20):
If planned works will cost over £250 per unit, your managing agent must consult you formally. - Right to Challenge Service Charges:
You may dispute charges you believe are unreasonable at the First-tier Tribunal (Property Chamber). - Right to Access Financial Records:
You can request a summary of costs and inspect relevant documents, including invoices and budgets. - Right to Insurance Transparency:
Leaseholders can request proof of buildings insurance, including policy details and cost-sharing arrangements.
Case Example:
Anna, a leaseholder in a converted Victorian block, received a £5,800 charge for roof repairs she hadn’t been consulted on. With guidance from LEASE, she invoked her Section 20 rights. The contractor was changed, the project re-quoted, and her contribution fell to £3,200.
For a deeper dive into services that uphold your rights, visit our block management services.
What Are Managing Agents Legally Responsible For?
A managing agent is not just a postbox for service charge demands—they have statutory and contractual obligations to deliver essential services fairly and transparently.
Their Responsibilities Include:
- Maintenance and Repair:
This covers communal lighting, gardening, cleaning, refuse, and building fabric repairs. - Health & Safety Compliance:
Agents must conduct fire risk assessments, manage lift servicing, and ensure common areas meet all relevant safety regulations. - Financial Transparency:
Budgeting, collecting service charges, and reporting on spending with full audit trails. - Compliance with Professional Standards:
Reputable agents should be accredited by ARMA, IRPM, or The Property Institute. We recommend always checking an agent’s credentials.
Learn more about our team and ethos by visiting Our Company Mission Statement.
What’s the Difference Between a Leaseholder and a Freeholder?
Definitions:
- Leaseholder:
Owns the right to occupy a flat for a fixed term, pays ground rent and service charges. - Freeholder:
Owns the land and structure of the building. May appoint a managing agent. - Right to Manage (RTM) Company:
A company formed by leaseholders to take over management from the freeholder under the Commonhold and Leasehold Reform Act 2002.
Example Scenario:
A group of leaseholders in a poorly managed block exercised their RTM rights and appointed a new managing agent. Within six months, service charge accounting was regularised and response times to maintenance issues improved dramatically.
Learn how to switch your managing agent through RTM.
How Do I Raise a Complaint About My Block Management?
Disputes are unfortunately common in leasehold arrangements—but there are structured ways to resolve them.
Step-by-Step Approach:
- Informal Resolution:
Contact the agent directly, ideally in writing, and keep a record of correspondence. - Use the Agent’s Complaints Process:
All regulated agents must have a formal complaints policy. - Contact the Freeholder or RTM Board:
Raise the matter with the landlord or the RTM directors if resolution stalls. - Tribunal Escalation:
You can apply to the First-tier Tribunal (Property Chamber) to resolve issues such as service charge disputes, management standards, or rights breaches. - Seek Mediation or Advice:
Organisations like LEASE and Citizens Advice provide guidance. For complex issues, legal advice may be necessary.
If you’re unsure how to proceed, contact our team for guidance. More on managing Agent Complaints.
Can I Change My Managing Agent?
Yes—under certain conditions.
- Via the Freeholder:
If the agent was appointed by the freeholder, you can campaign for a change. - Via an RTM Company:
Leaseholders may legally take over management via the Right to Manage route. This is now easier under provisions introduced in the Leasehold and Freehold Reform Act 2024, which simplified the qualification criteria and application process.
FAQs: Your Block Management Rights, Answered
Can I see what my managing agent is spending?
Yes. You have the right to request a breakdown of costs, inspect invoices, and question charges.
Who decides my service charge?
Typically, the managing agent proposes it based on expected costs. You can challenge it through formal channels.
What if nothing gets fixed?
If repeated requests are ignored, escalate through the agent’s complaints procedure or to the tribunal.
Can I vote on decisions?
You may be able to if your block has a Residents’ Association or RTM company. In all cases, consultation is required on major works.
Where Can I Get Independent Help as a Leaseholder?
Final Thoughts
Leasehold living need not mean living in the dark. Armed with knowledge, you can challenge poor management, demand transparency, and shape the service you receive. Legislative reform is on your side—and so are reputable, regulated block management firms.
If your block deserves better, take the first step. Contact us, know your rights, and take back control.
Visit our homepage for block management in Plymouth and book your free leasehold consultation today.
About the Author
Mark Christie, MInstLM AIRPM
Managing Director, Plymouth Block Management
Mark has over 30 years’ experience in the property sector in the South West. He built Plymouth’s largest independent residential lettings agency before founding RBMG, which trades as Plymouth Block Management.
He champions industry regulation, wellbeing, and professionalism. Mark believes every block deserves a qualified, transparent, and resident-first management approach—one that reflects not just property, but people.