Attending a resident meeting last night got me thinking. In the end all discussed the usual issues: high services charges, fire safety, security at the site, maintenance, auto parking, the performance with the incumbent managing agent etc., the technicalities of leasehold law rarely came up. My point is the fact that actually all of the issues were only issues as a result of hr. And the failure to effectively manage those relations.

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It occurred to me that many of us inside the property management sector emphasise the complexity of leasehold law using the goal of encouraging leaseholders arrive at us for help and support. "Read the lease" we cry. But follow that on top of "but careful it's filled with legalese, however we can help decipher it for you". Which evidently of it isn't unreasonable. All things considered expecting lessees to understand Head Leases, Man Cos, managing agents and Articles of Association is a tall order. And understandably the sector is well placed to supply expertise and obtain appropriately paid for it.



But the more you think of it, and I supplement my thinking with Many years professional experience, typically the issues are to do with hr and human emotions.



Let's take service charges. I suspect the lay person accepts in which a services are delivered it really is reasonable to expect a bill. It's pretty simple really: get service, pay bill. But sometimes leaseholders don't pay. And usually they do not pay because they don't have the bill is "reasonable". Certainly this dispute about reasonableness is technical and is also sometimes not resolved outside court. However the real grievance with this issue is actually held by those lessees that pay from the minority that do not.



They are human emotions as well as the property owner has a role in managing them. I'd argue that that's when the home manager really earns their corn.



It's the same goes with car parking, or maintenance, or noise nuisance. Leaseholders are humans and humans attach different amounts of importance to various things. How you feel an awful noise nuisance might not bother me. I could be really precious about someone parking within my dedicated bay - you may be indifferent. And thus for that professional residential block manager the skill would be to manage each one of these different value judgements, and expectations, and deliver a consistent service that keeps everyone content.

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So, as an example, the lease may set out, in a very technical manner, the rights and responsibilities of lessees and their utilisation of the communal car parking. But the manager, when faced with someone abusing the principles, is best advised to have a quiet, diplomatic word in their ear as opposed to discussing the technical wording with the lease.