What Can You Do If You’re Unhappy With Your Block & Estate Management

For many leaseholders, owning a flat is an exciting milestone. Whether it’s your first home, an investment property, or somewhere you plan to stay for years to come, you expect your building to be safe, well maintained, and professionally managed.

But what happens when that doesn’t happen?

At Ellis Winters, we regularly speak with leaseholders who feel frustrated, ignored, or simply exhausted by poor block and estate management. Problems that should be straightforward to resolve often drag on for months, communication becomes inconsistent, and service charges can feel unclear or difficult to justify.

To help explain what options are available, we sat down with Tom from our sister company, Love Your Estate, to talk about the most common concerns leaseholders face… and, importantly, what can actually be done about them.

Why are leaseholders so frustrated?

While every building is different, most complaints tend to fall into three key areas.

1. Poor communication

This is by far one of the biggest issues.

Many leaseholders tell us they report maintenance problems or raise concerns, only to hear nothing back for weeks or sometimes months. Even when repairs are eventually carried out, the lack of updates leaves residents feeling ignored and powerless.

Good property management is about more than arranging contractors. It’s about communication, responsiveness, and making residents feel informed about what’s happening in their own building.

When communication breaks down, trust quickly follows.

2. Service charges that feel unclear

Most leaseholders understand that costs rise over time. Insurance premiums increase, maintenance becomes more expensive, and buildings naturally require ongoing investment.

The frustration usually comes from not understanding where the money is going.

Vague budgets, unexplained increases, or a lack of transparency around spending can leave leaseholders questioning whether they are getting value for money. And when there’s little visibility or explanation, confidence in the management company can start to disappear.

3. Delays in repairs and maintenance

From broken entry systems and damaged communal areas to more serious health and safety concerns, delays in maintenance are a major source of stress for residents.

Leaseholders want reassurance that their building is being properly looked after. When issues remain unresolved for long periods, it creates frustration… and in some cases, genuine concerns about safety and standards.

A well-managed block should feel organised, proactive, and cared for. Unfortunately, that isn’t always the reality.

So, what can you do if you’re unhappy?

The good news is that leaseholders are not powerless.

Depending on how your building is structured, there are several routes available if you feel management standards are falling short.

Start by raising concerns formally

It may sound obvious, but the first step should always be to formally raise issues with either the freeholder or the managing agent.

Clear communication can sometimes resolve problems faster than expected, particularly if concerns are shared collectively by multiple residents. Keeping records of emails, requests, and timelines can also help build a clearer picture of recurring issues.

However, if problems continue and nothing improves, there may be stronger options available.

Understanding Right to Manage (RTM)

One of the most important rights available to leaseholders is something called Right to Manage, often shortened to RTM.

In simple terms, RTM gives leaseholders the legal right to take over the management of their building without needing to prove that the current management is failing.

That’s an important point.

You do not have to go through a lengthy legal battle or demonstrate negligence. If your building qualifies and enough leaseholders support the move, control can transfer from the freeholder to the leaseholders themselves.

This means residents can:

• Choose their own managing agent
• Have greater control over budgets and spending
• Improve communication standards
• Make decisions about maintenance and repairs
• Set expectations for how the building should be run

To proceed with RTM, at least 50% of leaseholders within the building usually need to participate.

For many residents, RTM provides an opportunity to create a more proactive, transparent, and accountable approach to management.

Is the RTM process difficult?

The process itself is relatively straightforward, but it does need to be handled carefully.

There are formal notices to serve, legal procedures to follow, and strict timelines that need to be met. Small mistakes (such as incorrect details on documentation) can cause delays.

Typically, the process takes around three to six months from start to finish.

Costs are generally considered reasonable and are usually shared between participating leaseholders, making it far more accessible than many people initially assume.

Because there are technical elements involved, most leaseholders choose to work with specialists who can guide them through the process and ensure everything is completed correctly.

What if you already have control?

In some buildings, leaseholders already have a Resident Management Company (RMC), meaning residents technically control the building but appoint a managing agent to oversee day-to-day operations.

If that managing agent is underperforming, switching to a new one is often much easier than people expect.

Most managing agents operate on a three-month notice period, and onboarding with a new agent usually follows a similar timeline.

A good managing agent should handle the majority of the transition process, including:

• Liaising with the outgoing agent
• Collecting important documents and records
• Coordinating contractor information
• Setting up financial systems and communication channels

The goal should always be to make the transition smooth and stress-free for residents.

Why does choosing a local managing agent matter?

One thing we consistently hear from leaseholders is frustration with agents who are based miles away from the properties they manage.

Local knowledge makes a real difference.

At Love Your Estate, the focus is primarily on Cambridgeshire and surrounding areas. That means the team can visit sites quickly, build strong relationships with residents, and work closely with trusted local contractors.

It also means communication tends to be faster, more personal, and more accountable.

When managing agents are physically disconnected from the buildings they oversee, residents often feel like they are just another number. A local approach can completely change that experience.

“I’m just a leaseholder, so can I really make a difference?”

Absolutely.

Many of the conversations we have begin with a single leaseholder who is simply tired of poor communication or unresolved problems.

You do not need to be a director or property expert to start asking questions and exploring your options.

Whether you want advice, support speaking with other leaseholders, guidance around RTM, or simply a clearer understanding of your rights, there are people who can help.

And often, one conversation is all it takes to start moving things in the right direction.

Final thoughts

If you’re feeling frustrated with the management of your building or estate, you are certainly not alone.

But more importantly… you are not stuck.

Whether the goal is better communication, improved maintenance, greater transparency around costs, or full control through Right to Manage, there are practical and achievable steps available to leaseholders.

Sometimes, the hardest part is simply knowing where to start.

If you’d like to explore your options, Tom and the team at Love Your Estate are always happy to have a conversation and help you understand what’s possible.

To watch the Q&A video with business owners Matt Pyman from Ellis Winters and Tom Hookham of Love Your Estate, click here.