Frequently Asked Questions

A block manager oversees the day-to-day running of a residential block — from maintenance and repairs to service charge budgets, building safety compliance, resident communication, and long-term capital planning. Think of us as the operational backbone of your building.

If your building has shared communal areas, a service charge, or leaseholder agreements, a professional managing agent ensures everything runs smoothly, legally, and transparently. Most RMC and RTM companies choose to appoint an agent to handle the operational burden.

A Residents' Management Company (RMC) is typically set up by the developer and leaseholders own shares in it. A Right to Manage (RTM) company is formed by leaseholders who have exercised their right to take over management from the freeholder under the Commonhold and Leasehold Reform Act 2002. We work with both structures.

Yes. Our 24-hour emergency number is staffed by our own team members on rotation — not a call centre. Calls are monitored around the clock and urgent issues are escalated immediately. We also have arrangements with our insurance brokers for emergencies covered by insurance, and we can provide bespoke redirect numbers for your block's specific contractors.

Yes. We can act as company secretary and nominee directors where required. We would also recommend changing the registered office to our address so we can manage filing requirements — annual returns, accounts, and Companies House submissions are all handled as part of our service.

Non-payment affects the whole block, so we take it seriously. We pursue arrears through a structured process — reminders, formal notices, and ultimately legal action where necessary. We can also take full legal action to recover unpaid service charges. Arrears are tracked on individual accounts and cannot be written off, as it would not be equitable to those who have paid.

Yes. We have considerable experience in liaising with developers on behalf of leaseholders to resolve snagging and defect issues. By consolidating multiple snagging reports and presenting them professionally, we achieve faster, more cost-effective resolutions.

Yes. As long as your existing contractors can comply with our terms and conditions for third-party service providers, we are happy to retain them. Our goal is what's best for your building — if your existing contractors are delivering quality work at fair prices, we'll keep them on.

Service charges cover the cost of running and maintaining your building — cleaning, lighting, repairs, insurance, management fees, and contributions to a reserve fund. We prepare a draft budget each year and consult with the RMC or freeholder before setting the final figures. Every item is itemised and explained in your annual statement.

A sinking fund (also called a reserve fund) is money set aside for major future works — roof repairs, lift replacement, redecorating, etc. We help RMCs determine the right contribution level based on the building's age, condition, and long-term capital plan. The fund sits in a designated client account and is only spent on authorised capital projects.

Absolutely. We provide open-book accounting with full transparency. Every leaseholder can access their service charge breakdown through the KB Portal, and annual statements are delivered with clear line-by-line explanations. We also provide scanned copies of all invoices so you can see exactly where every penny goes.

Yes, absolutely. It is a legal requirement for each managed client to have their own designated client account. We never mix client monies with our own funds or with other clients' money. All client accounts are fully reconciled and audited annually.

We encourage leaseholders to raise concerns directly with us first — most disputes are resolved through clear communication and our open-book policy. If a dispute cannot be resolved, leaseholders have the right to apply to the First-Tier Tribunal (Property Chamber) to determine the reasonableness of the charges. We provide all documentation needed to support either side.

You can report faults through the KB Portal, by phone, or by email. Non-urgent issues are acknowledged within 24 hours. For emergencies, our 24/7 line ensures someone is always available to respond. All reported issues are logged in a system visible online so you can track progress in real time.

No. We are completely independent. We never take commission or kickbacks from contractors. Our sole goal is to find the best person for the job at the fairest price. This independence is one of the core reasons our clients choose us.

We operate a 24/7 emergency line staffed by team members on rotation. Whether it's a burst pipe, a power outage, or a security issue, you'll speak to a real person who can dispatch contractors and coordinate the response immediately. Emails marked 'Emergency' and urgent voicemails are picked up and responded to promptly.

During office hours our phones are typically answered within two rings. Emails are responded to within one business day, and in most cases much sooner. All calls and reported problems are logged in an online system available for you to see, and we follow up until each issue is resolved.

We maintain a carefully vetted network of small-to-medium local contractors. We do not take commission from any of them. For electrical and maintenance work we also have trusted in-house capability to ensure standards remain high. All contractors are required to provide before-and-after photo logs of work completed.

If your RMC or RTM company has decision-making authority, the directors can appoint us directly. If you're a leaseholder looking for change, we can advise on the best route — whether that's forming an RTM company or approaching the freeholder. Visit our Switch To Us page for full details.

The full handover follows a three-stage process completed within 90 days. Stage 1 (30 days) covers information gathering. Stage 2 is handover day itself. Stage 3 (90 days) is full financial reconciliation. Most blocks see a noticeable difference within weeks.

Once contracts are signed, we can usually have your block set up in our systems and begin active management within 5 working days. If there is urgent need, we can expedite the process. The full three-stage structured handover runs alongside to ensure nothing is missed.

Yes. KB Estate Management Ltd is an appointed representative of KBE Insurance Brokers Ltd, which is authorised and regulated by the Financial Conduct Authority. This ensures the safety of your client funds and that we can legally arrange building insurance on your behalf. Never trust your building to a managing agent who is not FCA registered.

Yes. Our unique approach means we respond to emails promptly — in most cases within hours. All calls and reported problems are logged in an online system visible to you. Problems are resolved as soon as they can practicably be done, subject to funds being available. Our SLA-backed response times cover everything from routine maintenance to emergency repairs.

KB Estate Management is a member of The Property Institute and adheres to the RICS Service Charge Residential Management Code. We are FCA regulated for insurance mediation. Our team members hold ARMA qualifications and we follow best practices set by the industry's leading bodies.

The KB Portal gives leaseholders and directors 24/7 access to detailed accounting records, service charge breakdowns, fault tracking, and document management. Our team uses a full customer relationship management system that ensures every task must be seen through to completion. Integrations with Companies House, HMRC, and Land Registry streamline compliance and administration.