Right to Manage (RTM) – Explained

Clear, responsive resident interaction and communication is essential to effective property management. Leaseholders and residents need to feel informed, supported, and confident that issues will be addressed promptly and professionally.

We place communication at the centre of our management approach, combining modern digital tools with direct, accessible contact with our team.

Easy to Contact, Easy to Deal With

We believe managing agents should be accessible and responsive. Residents can contact us easily through multiple channels, ensuring queries and issues are handled efficiently.

Our team is approachable, knowledgeable, and committed to clear, timely communication.

Leaseholder Portal

We use a secure online leaseholder portal to provide residents with convenient access to key information and services, including:

• Reporting maintenance issues

• Viewing service charge information and documents

• Accessing insurance and compliance records

• Receiving building updates and notices

• Tracking progress of reported issues

The portal provides transparency and allows residents to engage with us at a time that suits them.

Email & Direct Team Contact

In addition to the portal, residents can email our team directly for support, queries, or guidance. This ensures:

• Clear, documented communication

• Prompt responses from knowledgeable team members

• Continuity in handling ongoing matters

We aim to respond quickly and keep residents informed throughout.

Resident WhatsApp Groups

Where appropriate and agreed with residents, we also participate in resident WhatsApp groups. These groups are used to:

• Share general building updates

• Communicate time-sensitive information

• Improve day-to-day communication and engagement

WhatsApp is used as a supplementary communication tool, alongside formal channels, to enhance responsiveness and accessibility.

Proactive Communication

We don’t just respond to issues — we communicate proactively by:

• Sharing planned maintenance updates

• Providing advance notice of works or inspections

• Issuing clear explanations of service charge matters

• Keeping residents informed during insurance claims or major works

Proactive communication helps manage expectations and reduce uncertainty.

Supporting Residents & Directors

We work closely with:

• Leaseholders and residents

• RTM company directors

• Residents’ management company directors

Providing clear guidance, practical advice, and professional support so all parties understand processes and responsibilities.

Transparency & Trust

Clear communication builds trust. We are committed to:

• Providing accurate, timely information

• Explaining decisions and processes clearly

• Maintaining professional and respectful dialogue

• Ensuring consistency across all communication channels

Our goal is to create a positive, well-managed living environment.