Issue 99

Tribute to an industry friend Alex Greenslade

The Magazine For Apartment Living

£4.50 Issue 99 / 2019

Key for successful Block Management: Embracing the latest technological advances can make your life easier

Fixed Charges: Beware of what you can challenge

Insurance: Tips to stay protected

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contents ISSUE 99

infocus

16 Technology can be key for block managers Embracing the latest technological advances can make your life easier, writes Aleš Špetič 18 A connected solution Arthur Online is a powerful set of tools on one tech platform 19 Is block management being left behind? Poptech should be your new secret weapon, says Clare Burroughs 21 The ups and downs of looking after your lift It pays to think ahead to secure the long term future of your lift, writes David Pickering 23 How to avoid the legal headaches of running a RMC Unveiling some of the mysteries of the Residents Management Company 24 Why you need a residents’ association If you haven’t already set up a residents’ association, it’s time to do so, urges Simon Owen 25 Beware of fixed charges you can’t challenge Mark Vinall looks at a recent tribunal case decision inresidence

news 7 New interim LEASE chair

appointed The Leasehold Advisory Service has announced that it has appointedWanda Goldwag as interim chair 9 Ban on rental fees due to become law Deposits for rental homes are to be capped and upfront fees for tenants banned under new plans 11 Landlord’s £25,000 court bill over

hot water failures A buy-to-let property tycoon has been fined £10,000 with £15,000 legal costs

13 Appointments 14 Tribute to industry friend Industry leaders remember Alex Greenslade, who died last December aged 51

insurance

27 Will your spirits be dampened by a leak? It can take years for the effects of a leak to be noticed, but will your insurance cover the cost of repair? 29 When an insurance report is not an insurance report! There’s no such thing in the lift industry, writes David Pickering

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News on the Block is the leading independent magazine providing help and advice to flat owners, landlords, managing agents and their professional advisors. www.newsontheblock.com SMS US: 0786 002 1858

FORMORE INFORMATION www.newsontheblock.com

intheknow 43 Upcoming events in the industry The Enfranchisement & Right to Manage Awards

inbox

32 Resident’s concerns

Readers ask the experts

34 Call of the month!

celebrate professional excellence in enfranchisement and right to manage.

31 New valuation ensures you’re properly insured Alan Vine

Being confused with the ambulance service

inpractice 37 Licence to alter: getting the balance right There’s a simple way way to make alterations that makes everyone’s life easier, writes Bill Pryke 39 The life of a building surveyor You may have heard of the term, but what does a building surveyor do? 41 Brexit: We are ready! Bosses at Mara Facility Services have put in place a

introduces a service that ensures block owners aren’t under-insured

inassociation

proactive plan whatever the outcome

directory 46 Help at hand A selection of companies offering help to leaseholders 45 Are you ready to embrace change? As the property management industry is the focus for improving standards, the IRPM is at the forefront

020 7430 0088 | enquiries@abbatt.co.uk | www.abbatt.co.uk

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news

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news

London new-build homes slump 15%

Molior’s latest quarterly report said its figures “make for depressing reading” for London’s new homes market. In Zone 1 there has been a 60 per cent collapse in starts over three years, to the lowest level since 2011. The report said planning delays, council and City Hall demands for more affordable housing and rising costs had curbed enthusiasm for building homes in London.

P rivate housing developments in London have slumped to the lowest level since 2013, new figures have revealed. Housebuilding fell 15% last year as developers built only

23,130 homes in the capital in 2018, according to data from analysts Molior London. They figures that 27,356 homes were constructed in 2017 compared to 33,774 in 2015.

T he Leasehold Advisory Service has announced that it has appointed a new interim chair following last year’s resignation of Roger Southam. Wanda Goldwag will lead LEASE, the taxpayer-funded executive body that provides advice to people who live in leasehold properties and park homes. Ms Goldwag will provide support to chief executive Anthony Essien and its staff for up to 18 months, the organisation revealed. She is currently chair of the Office for Legal Complaints, the board which controls the legal ombudsman service for England and Wales. Minister for Housing and Homelessness, Heather Wheeler MP, said Ms Goldwag’s expertise in previous roles would be a real benefit to leaseholders. She added: “LEASE has an important role in supporting leaseholders and helping them resolve problems, and I am pleased to appoint Wanda Goldwag as chair. The government is working hard to reform leasehold practises and ensure that the reality of home ownership can live up to the dream for those who purchase a leasehold home.” Ms Goldwag said she was delighted to be able to help LEASE as the organisation renews its aims. “I hope to ensure that LEASE is the first port of call for leaseholders, potential leaseholders and park home owners in England and Wales and that the organisation provides high quality information and initial advice to lay people,” she added. LEASE chief executive Mr Essien said: “It is a testament to the standing of LEASE that someone of Wanda’s calibre and experience sought, and has been appointed, to the role of interim chair.” New interim LEASE chair appointed

Software firm expands after acquisition A firm that provides specialist real another business. MRI Software has announced that is has bought Thesaurus Technology, a UK- based provider of cloud-based software for residential sales and lettings agents. Dermot Briody, MRI Software’s executive managing director of Europe, said: “The acquisition of Thesaurus Technology widens our comprehensive range of solutions for the UK residential sector.” estate and investment management software is expanding after acquiring

TV star’s call to protect tower block

A tower block that featured in hit BBC comedy Only Fools and Horses should be protected, the star of the show has said. Sir David Jason, who played Derek “Del Boy” Trotter, spoke out after plans were announced to demolish the 13-storey building in Acton, West London, as part of a regeneration project. The 78-year-old actor said: “Of course I think it should be a listed building. What a shame. But they are not going to listen to me are they?” “It was a proper block of flats and it was of its time, which was fine and is probably why we used it. It was great.” Plans are in place to demolish Harlech Tower as part of a £650m regeneration of the area, which will see more than 3,500 homes built.

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news

Ban on rental fees due to become law

D eposits for rental homes are to be up. The proposals for the private rental market would see deposits restricted to the equivalent of five weeks’ rent, where the annual rent is less than £50,000. FirstPort announces capped and upfront fees for tenants banned as part of a government shake-

had to hand over hundreds of pounds on unfair and uncompetitive letting fees every time they moved home. “We look forward to working with the government to do even more to strengthen the hand of the growing number of renters in a market where they have little bargaining power.”

Under the Tenant Fees bill, which was approved by MPs last month, letting fees would also be outlawed in England. Citizens Advice have hailed the move as a “landmark moment” for millions. The charity’s chief executive, Gillian Guy, said: “For too long families and other renters have

Grenfell faker jailed for £90k fraud A man who pretended to be a victim of the Grenfell Tower fire has been jailed for committing fraud of nearly £90,000. Abdelkarim Rekaya, 28, spent more than 200 nights in a four- star hotel before being provided with a flat in Chelsea. Catherine Farrelly, prosecuting, told the court that Tunisian national Rekaya claimed he was sleeping rough in the tower on the night of the blaze. She said that he had refused to answer questions about the night of the blaze because he claimed that he didn’t want to relive the traumatic event. Rekaya, who came to the UK in 2008, pleaded guilty to fraud by false representation and obtaining leave to remain by deception. He was jailed for four-and-a-half years at Isleworth Crown Court.

charity partner

P roperty management group FirstPort FirstPort has committed to matching every donation it receives for the charity, which provides have named Centrepoint as the company’s official charity partner for 2019.

support and accommodation to people between the ages of 16 and 25. Nigel Howell, FirstPort CEO, said: “It feels right that we are focusing our efforts on a charity that supports people to turn their lives around.”

LEASE boss is quizzed by MPs

T he tax-payer funded Leasehold Advisory Service (LEASE) has been quizzed about its operation by MPs as part of a Select Committee hearing. The body’s chief executive Anthony Essien faced questions including its inaction over the doubling of ground rent and leasehold houses scandals which are now being addressed by the government. He was also put under the

pointed out to Mr Essien that there had been “some pretty damning criticism of LEASE itself and the services that leaseholders receive from your organisation. She added: “One said the service they received was ‘honestly, quite appalling’.” Mr Essien replied: “Anyone who says they are dissatisfied with the service first and foremost that would concern me greatly.”

spotlight about whether the service should continue as the monopoly-funded government advisory service in the leasehold sector. Martin Boyd, chair of pressure group the Leasehold Knowledge Partnership (LKP), told the committee: “LEASE has been a monopoly service for far, far too long and it has done huge damage to the sector.” Labour MP for Dulwich and West Norwood, Helen Hayes,

ALEP welcomes commonhold reform consultation

C onsultations over “crucial” plans to reform commonhold laws have been welcomed by a professional body representing the leasehold enfranchisement sector. The Law Commission is currently seeking views from across the industry regarding commonhold – which is a freehold tenure for multi-occupancy buildings. The Association of Leasehold

“This is a consultation not to be missed and ALEP encourages all members to respond by the deadline in March 2019.”   The consultation, called “Reinvigoration commonhold: the alternative to leasehold ownership” is open until 10th March. For more information on the consultation please visit https://www.lawcom.gov.uk/ project/commonhold/#commonhold- consultation

Enfranchisement Practitioners (ALEP) said the reforms were crucial. ALEP director and committee member Mark Chick said: “ALEP welcomes the latest round of consultations concerning commonhold. The topic was widely debated by our members earlier this year and commonhold reform is crucial not only to the leasehold sector, but the wider property sector and will have implications for us all.

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news

Landlord’s £25,000 court bill over hot water failures

M ore than 100 prostitutes have been found working from a West London apartment block owned by a multi- millionaire. Undercover reporters from The Sunday Times discovered that they were able to make 40 bookings using 23 apartments in the building, which houses 670 flats. The Sloane Avenue block is owned by Tory party donor Christopher Moran, who is worth more than £400m. Investigators found that 15 of the 23 apartments being used by prostitutes are owned by Mr Moran’s company Realreed. Over 100 prostitutes working at apartment block

ex-tenants, one of whom is wheelchair bound, reported over a five-month period that hot water to the upstairs of their property was faulty. After finding Wilson guilty at a hearing in November, District Judge Justin Barron ordered her to return to court for sentencing in December. In addition to the fine, Judge Barron ordered Wilson to pay the council’s legal costs in full. She has eight weeks to pay. In a previous hearing, prosecutor Sophie Gray accused Wilson of “fabricating” attempts to fix a boiler and showing “clear disregard” for tenants Mark Manser, who uses a wheelchair, and wife Sarah Manser. Mrs Manser said the couple had no hot water or heating for five months at their home in Ashford, Kent. Water was also leaking from the ceiling.

A buy-to-let property tycoon who failed to comply with an enforcement notice ordering her to supply hot water to a disabled tenant has been fined £10,000.

Judith Wilson, 68, was also ordered to pay legal costs of almost £15,000 after appearing at Folkestone Magistrates’ Court. Ashford Borough Council served the notice after Wilson’s

New vehicle charging firm a boost for block managers

A company that specialises in efficiently lighting London’s apartments has launched a new business to deliver vehicle charging points for block management firms. Essex-based Future

Group has set up Future Fuel, which will partner with charging solutions company Wallbox to deliver charging points for electric and hybrid cars in block car parks. The wall-mounted control panel will feed up to five points that block managers can open up to residents and their guests. Bosses at Future Fuel say that the chargers can also generate revenue to block mangers as they can open one or more charging points to the public.

“Wallbox is a great product and our new offer from Future Fuel is tailored to meet the exact needs of block managers and their residents. We believe it is the best charging solution on the market.”

technology, chargers work in tandem with myWallbox, an energy management platform that connects residents to their charging point 24 hours a day. Future Group managing director Jamie Willsdon said:

Designed with state-of-the art

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DILLONS

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appointments

Property manager’s double appointment

P roperty management specialists Lee Baron have announced two appointments to manage its growing portfolio of regeneration projects across London. Zen Shaban-Rogers has joined the Marylebone-based company as senior property manager. He has more than six years of experience in residential-led mixed-use developments and is an associate of the Royal Institution of Chartered Surveryors. Zen is also a member of the Institute of

Residential Property Management (IRPM). Also joining Lee Baron is Charlie Wheaton, who

becomes a property manager. With seven years’ experience in the social house sector, Charlie has a BSc in sociology and criminology and is a member of the IPRM.

A senior consultant at Deverell Smith has moved departments to become senior consultant at the recruiter’s block and estate management team. Will Kirby joined the London-based firm almost three years ago and has played a pivotal role in the estate agency team. He has placed key negotiators and game changing directors into some of the best names in the industry. He was also instrumental in placing 50 negotiators with the market leader Foxtons within a 90-day period. As one of Deverell Smith’s most astute and successful employees, Will is planning to use his hospitality and recruitment experience to continue helping clients to meet the right people for their businesses. Before joining Deverell Smith, Will sold connectivity solutions into hotels all over Europe including the Hilton, Marriot, Hyatt, Sheraton, Crowne Plaza and IHG. Consultant makes switch at recruitment firm E mployees at property management firm FirstPort will enjoy a more enhanced experience of working for the company after two key appointments. The firm has recruited two senior members to its HR department, both of whom have experience at working at some of the UK’s biggest businesses. Emma Smith, who has worked across five countries and for firms such as Tesco and Camelot, has become of head of talent. Meanwhile, Craig Rowe has been appointed as head of HR. His experience

Law firm welcomes specialist lawyer to boost business team

matters and intellectual property. Enrique, who is a Foreign Qualified Argentinian Lawyer (Abogado), has experience in entertainment and corporate law and has worked as in-house counsel and as a contracts advisor for companies such as Anglo American PLC and Rolls-Royce.   He said: “I’m looking forward to bringing a new perspective to the team at Brethertons as I thoroughly enjoy the cases I get involved in and the exciting challenges they present to me.” Brethertons CEO and director of legal services, Shaun Jardine, said: “With the experience and knowledge that Enrique brings to the firm, this is an excellent opportunity for Brethertons’ commercial team to build on its successes and to continue to offer an exceptional level of customer care.” talented and committed people there are working for FirstPort. A key focus for me is to look at how we make best use of the behaviours, skills and experience our colleagues have that make this business really special. Craig added: “From my retail and hospitality experience, I have seen the direct impact good HR can have on customers. Engaged, supported and motivated colleagues are the key to having a high performing, loyal and happy workforce.”

A Midlands-based law firm has strengthened its services to businesses after appointing a specialist lawyer.. Brethertons LLP has welcomed Enrique Green to its company commercial team to help advise businesses on issues including terms and conditions, GDPR, contractual

Key HR appointments boosts employees

includes leading managerial training programmes at Morrisons. He also worked in strategic HR positions for disability charity Scope and restaurant chains Benugo, Cosmo and Wagamama.  Speaking of her appointment, Emma said: “I am truly impressed by how many

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news Tribute to an industry friend Alex Greenslade

14 ISSUE 99 The team at NOTB offer their deepest condolences to Anna Bailey and her family on the sad loss of her beloved brother, Alex Greenslade, who sadly passed away on 12th December 2018.

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and accessible to the leaseholders we help – and this legacy lives on, not just in our organisation, but for many who work in this sector. Alex’s exceptional contribution to our companies, our sector and the wider property industry cannot be overstated and he is gravely missed by all those who knew him. Those of us who worked with Alex on a daily basis will miss his practical jokes, his sense of humour and his somewhat fanatical obsession with the office recycling practices.” Mark Chick, ALEP Director and partner at Bishop & Sewell: “To me, Alex was always a generous and kind-hearted individual who in addition to being a determined and successful businessman also had a wonderful sense of humour. He was creative and brought the natural flair of his love of drama and theatre to his professional life with the meticulous planning that he used to ensure that presentations and events were always delivered with the maximum effect. Alex also always seemed to be able to find the right way to sum up a business or a ‘life concept’ in a handy and meaningful epithet: and his love of language and communication shone through in everything that he did. Alex was, in my view, instrumental in adapting the sort of language that we use in talking about enfranchisement. Anyone who knew or worked with him would know of his dislike of the ‘jargon’ words of enfranchisement industry. Gone were the terms ‘leaseholder’ or ‘lessee,’ and instead we were to speak only of ‘flat owners.’ Landlords were now ‘freeholders’ – and everyone he worked with was required to use language that was easy to understand. I don’t think it is too much of an understatement to say that the plain English title of the recent Law Commission Consultation, being called as it is ‘Leasehold home ownership: buying your freehold or extending your lease’ owes more than a little to Alex and his passion for clarity in communication. Alex also loved to perform and I have some wonderful memories of him singing at karaoke evenings and even at ALEP quizzes. In addition, those who knew him and worked with him in the early days shared some other excellent fun days out, including a famous ‘dip in the sea.’ Alex always made working fun and that is no doubt why he was so successful. He will be sorely missed by all those who knew him. I hope that his memory inspires others to work for the benefit of others and the continued reform of our sector.”

needed practical help as well as advice to organise an enfranchisement and, as a marketing man, he also saw the commercial possibilities there, setting up Leasehold Solutions.  Perhaps more important was his dedication to the improvement of the standard of professional services to the sector through the founding and development of ALEP. He was a larger than life character and he will be hugely missed. You always knew where Alex was in a room by the localised outbursts of laughter and animated conversation. As a born marketing man he instinctively “worked the room”; at functions I organised I never had to worry about the delegates who didn’t know anyone and were stood by themselves, I could rely on Alex finding them and introducing them around - and helping them feel they belonged. He was a great guy who did so much for the leasehold sector; he will be greatly missed.” Philip Rainey, head of chambers at Tanfield Chambers: “There can be few people in recent times who have done as much to advance the cause of enfranchisement and the rights of long leaseholders as Alex Greenslade. His drive to raise standards among those practising in the field has been invaluable; Alex’s enthusiasm and commitment will be irreplaceable.  He will be missed.” Nicholas Kissen, senior adviser at The Leasehold Advisory Service: “Alex was a dear friend of mine with whom I spent many happy hours going to Saturday matinees and sharing his great love of the theatre plus his curiosity and interest in everything. Charming and humane, his passing has left a huge gap in the lives of everyone who had the privilege of knowing and admiring him, whether on a personal level or as a dedicated professional.” Louie Burns, managing director of the Leasehold Group of companies: “Alex was a remarkable person who frustrated and delighted in equal measure. He was determined to improve the lives of leaseholders and his early presentations to leaseholders were stuff of legend.   Thanks to his foresight and vision, Leasehold Solutions was born and has gone on to support thousands of leaseholders over the past 17 years. He employed extraordinary attention to detail to everything he did. He made the complicated and dry subject of leasehold jargon-free

Within each industry sector, there are game changers and champions, and in the leasehold sector Alex Greenslade stood apart as a character of integrity and drive. His sad passing was a huge loss to our specialist sector where many had known him as a friend, as well as a colleague and sometime adversary. Alex co-founded the professional membership association ALEP with his sister Anna Bailey in 2007. Alex had worked with leaseholders since 1998, and he was also co-founder and Chairman of the Leasehold Group of companies. Alex was a regular in the NOTB Hot 100 and was presented with the ERMAs Outstanding Achievement Award in 2017. Professionals have shared their tributes to Alex, who will be missed by the sector: Clare Grove, ALEP’s Marketing & Events Manager: “Alex was a professional, a stickler for detail, a mighty intellect and a stalwart of the enfranchisement sector.  Together with Anna, he founded our association with the aim of bringing together those with expertise in this niche field, to tackle the behaviour of those he always called the ‘dabblers’ and to provide a badge of assurance to both leaseholders and freeholders. He will be much missed by all who had the pleasure of working with him over the years.” Damian Greenish, consultant at Pemberton Greenish: “When enfranchisement became a universal right, many leaseholders found it difficult to find a practitioner to help them. The professions were slow to respond to the new demand for specialist advice. Alex always promoted excellence and was determined that leaseholders should have access to the best skill levels. He founded ALEP so that leaseholders could find the right practitioners, and be confident that they possessed the necessary level of expertise. ALEP will remain a fitting tribute to his

vision; it would not have existed without him. He will be sorely missed.” Peter Haler , Leasehold Forum: “Alex made a massive contribution to the leasehold sector. He was the first to recognise that leaseholders

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infocusopinion How technology block managers can be key for

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infocusopinion

L et’s get one thing straight, block managers aren’t going anywhere! Yours are the invisible hands that keep everything working together – you are indispensable. The age of the internet has changed many industries, and property, for the most part, has been resistant to it. Yes, there are portals offering solutions for people looking to sell or rent out their properties, but from the portal, customers still end up speaking to an agent and attending a viewing. There are of course, plenty of startups looking to be the “Uber of property management” but how many times has that path been walked? The best technological advances are often the ones that go almost unnoticed – the ones that slot into our daily lives and simply make sense. Having spoken to a lot of our clients (a large chunk of which are landlords, property managers and agencies) it seems people are open to technological changes. But they want to see products that make a tangible difference to their day. Digitisation of certain processes is indeed helping, from invoice entry to bank transfers, financial technology (FinTech) developments are directly tied to PropTech ones. When payment chasing, processing and the likes were digitised, it made our lives a lot easier, cheaper and more efficient in the property world. But what of the biggest drains on a manager’s day-to-day life, and what is out there that can actually help? I’ll bet that every time the phone rings you worry that it might mean driving to another site across town to drop off some keys, let in a contractor to carry out a quick job, and then drive back. Your time is valuable, so is the vehicle that you are driving in. It’s hard to manage a block which is an hour or two’s drive away. Yes, there are calls that we like, a meet- and-greet with a new tenant is great, but how often is it to let in the plumber, painter, health and safety inspector or insurance professional? What if you could manage entry to the block remotely from the other side of town? We operate in a tiny part of the wider PropTech sphere, my co-founders and I set up Klevio for exactly that: to save time in a world where time is money. Key management for too long has taken up vast chunks of your time. Driving to meet people and open a door. People that you do the same thing for over and over again at different properties.

Embracing the latest technological advances can make your life easier and cut your bottom line at the same time, writes Aleš Špetič

For your tenant, we have provided a lifestyle product, allowing them to leave their keys at home in the same way people are increasingly doing with their bank cards. It’s proving a hit for the management world, keyless entry systems allow visitors to a property to access the building, with your permission granted from a swipe of your phone. How that person enters the property is also in your control. You can let them in with a remote swipe or they can download our app for a virtual key, which can be limited by time and location. You can see when they enter and leave, with no added stress. You will know as well as I do that there has been a changing tenant demographic over the last few years. Urban centres like London, Leeds, Manchester and more are experiencing a shift: the lack of available development space is pushing construction vertically. I would think that the blocks you manage are experiencing a sway towards a younger, on demand generation of customers. You have the opportunity with small changes to appease their technological obsessions and cut your bottom line at the same time. What seems like a trend setting move from you for them, will help you whilst keeping your tenants happy. And a happy tenant lasts longer! Imagine a day when a tenant reports a leak through an app, which pushes the job to the relevant contractor and all you have to do is swipe a button on your phone to approve the job. That day is now! Companies are already providing this, using whatever management portal you use. Now when that contractor is approved by you to carry out the works, you won’t have to drive across town to let them in. They will have a virtual key that works for the allotted time, and you can be notified of their movements in and out of the building and own that data. Block management is different to a lot of “agent” roles. Your time and relationship length is from beginning to end for a person’s stay in that building. Block managers handle the finances, the tenants, employment of staff, maintenance, compliance and to a very real extent, the building’s morale. Block managers are going nowhere fast, in a world of the consumer wanting more and wanting it now, I would suggest you have a look at the options out there.

Aleš Špetič is CEO and co-founder of Klevio

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infocusopinion

A connected solution

M ost people are now used to technology touching virtually every aspect of their lives, usually simplifying complicated tasks into a few simple stages. This is no different when it comes to managing property. The benefits of integrating various tools and the ability to communicate with different users in real time allows property management software to save its users huge amounts of time and money. More and more property managers are taking up property management software as it has changed the way they work and perceive property management. Arthur Online is one such example. A cloud- based property management software for property owners, tenants, property managers, contractors, and letting agents managing student housing, social housing, private rental, commercial lets and more. Arthur Online is a revolutionary software that has been built to facilitate unlimited interaction between multiple user groups. The platform allows those involved in property management to collaborate in one place for expediency. This powerful solution has been built to help landlords and property managers manage their portfolio effortlessly from initial viewings through to ending tenancies. The software leverages groundbreaking technology to automate tasks and communications, ensuring as much as possible is carried out automatically. Its unique property management hierarchy

HMO’s, multi-let properties, and mixed-use properties. The hierarchy permits you to handle single or multiple units simultaneously without sacrificing efficiency and accuracy. The solution is easily accessible through mobile and computer devices anywhere, anytime, giving users the freedom as well as the flexibility they need to manage rental properties regardless of where they may be. Arthur Online comes with functionality-rich mobile applications on both Apple and Android stores that offer additional mobile interfaces. Some of its main features include work order management, property financials, viewing and tenancy management, and an online tenant portal. Arthur Online is by no means reinventing the wheel. It simply serves as a platform in which to automate and streamline property management processes in one place. For example, the online messaging platform allows you to communicate easily and quickly with all stakeholders. It lets you message agents, tenants, contractors, etc. and keeps all messages in one secure place. All messages can be viewed anytime, anywhere and on any device, thereby giving users the freedom to respond promptly to any message they receive. Arthur Online also simplifies the organisation of viewings. The software allows managers and letting agents to add viewings to units. Once a viewing is added to a unit, all interested parties and occupants of the property are automatically notified

via email or text message. After this, managers and letting agents can easily convert a viewing into a prospective tenancy upon the approval of the offer by the property owner. Managing financial transactions is where Arthur Online comes into its own. Financial arrangements for tenancies can often be complex and time consuming to keep track of. By integrating with accounting packages, such as Xero and QuickBooks, Arthur Online enables property managers to effectively deal with payments and tenants agreements. It facilitates on-time payments with ease of access and complete transparency, while updating everyone automatically if something changes. Whether its basic financials, tenancy financials, owner remittances, recurring bills, or setting up tenancy statements, Arthur Online offers the right tools to accomplish the task without the hassle. Furthermore, accountants can manage multiple accounts and clients from one login. This saves time on a daily basis, quickly switching between accounts to reconcile payments or pay a landlord. The Internet of things means that a range of software can be connected, offering the most complete workflow possible. These integrations are available on the platforms offering everything from digital signatures with tools like Signable to immediate credit checks. Setting up with a property management software should be observed as an investment, paying off within a short period of time. The advantage of property management software is that it gives property managers to more time to prioritise, efficiently delegate tasks, as well as improved communication and organised documentation. Arthur Online was created by property owners and managers who understand the needs of landlords and property managers. A powerful set of tools on one tech platform that simplifies and modernises the way property businesses automate tasks and allows property managers to check in from their phones or computer – connecting you wherever you are.

makes it easy to manage blocks of flats,

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Is block management being left behind? Poptech should be your new secret weapon, reckons Clare Burroughs

W ho knows what the next decade will bring? It’s impossible to tell. But one thing is for sure: technology is here to stay – unless something really drastic goes wrong, but we’ll probably have other concerns in that case! The way that people interact with each other is changing, well, really, it’s already changed. Block management is currently at risk of being left behind. It’s seen by some as a bit old fashioned, unwilling to get its head around new trends, dismissing them as fads. Block management sometimes seems to think that the peak of new technology was the coming of email, but technology has moved on so much since then.. A widely shared and agreed upon description comes from entrepreneur James Dearsley: “Proptech is one small part of a wider digital transformation in the property industry. It considers both the technological and mentality change of the real estate industry, and its consumers to our attitudes, movements and transactions involving both buildings and cities” Proptech can seem like a buzzword but really it’s just another word for the sort of technology all businesses are embracing: automation and improvement of processes. If something time-consuming can be done by a machine more quickly, then that’s a great thing because it frees people up to do work that technology will never replace… human interaction. I’ll repeat that because it’s important – proptech is not going to take your jobs! It’s going to make your jobs more useful and valuable if you embrace it. There are some really inspiring pioneers out there who have joyfully adopted technology in their business which allows their property managers the opportunity to do the very best job possible. What does proptech mean?

also regularly shop online. Baby boomers and millennials cover the vast majority of those coming into contact with block managers (remember the oldest baby boomers are now in their 70s). They are all embracing technology in a variety of ways. So you should too! They expect to interact with all companies, including yours, online. They expect to be able to access all relevant information online and while they’re on the move. They expect to be able to report issues to you 24/7 and hear back from you as quickly as possible, not within seven to 10 working days via post. Their expectations are incredibly high and it can seem overwhelming to keep up with them. One of the most impressive things about the block management industry is the care and attention those working in it have towards those they interact with. You are clearly a people-person who loves solving problems, otherwise you wouldn’t be working in this industry. Proptech offers better repair reporting systems, software that manages accounts and administration and ways to ensure compliance is always in place; all of which means that your companies can be proactive instead of reactive. That’s why proptech is the best secret weapon you’ll ever use. It allows you to ensure that your stakeholders’ experiences are the most effective they can be. It means you can add that personal touch because your time is freed up as you’re not manually putting issues into a spreadsheet.Creating relationships can’t be done by proptech. That’s your speciality and this is your time to shine! Embrace the change Your stakeholders have expectations.

Why age matters Block management is still seen as quite traditional but the expectations of the main age groups of those interacting with it is changing. One of these groups is the millennial generation. The definition of what millennial is varies but roughly it means someone born between the early 1980s and mid 1990s. They will soon make up 50% of the workforce and by 2030 they’re expected to make up 75%. Millennials may have been slow getting on the property ladder but they are on their way up and they’re also making their way through businesses – almost certainly including yours. They’re bringing with them a passion and expectation for technology. Millennials are baffled by the fact that as a leaseholder in a block management property they often receive all information via letter. This is not how they are used to behaving. Whilst it is true there are legal obligations to deliver letters in certain cases, that doesn’t mean that’s the only way to interact. Often these letters go unread or are immediately forgotten. Email, or an online portal for documents, is different. These can be accessed by the leaseholder at anytime, are much harder to lose and harder to prove they’ve never received. At the very least, why not offer both? A letter AND an email/access to the document online. That’s just a simple starting example. Whatever you think about companies like Uber, Amazon or even online banking, these are all completely normal to this generation. And it’s rubbing off on the older generation too: 96% of baby boomers use email and they

Clare Burroughs is marketing manager at Fixflo

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inresidence

can cost over £100,000 once VAT has been factored into the equation. Of equal surprise can be the length of time required to design, manufacture and install the lift – with total project times often taking over six months. Generally, if correctly planned, the time during which the lift is out of service is limited to the site works, which can still be up to 12 weeks for a four-floor lift project. However, in the event of having to react to the terminal failure of an existing lift, the manufacturing times alone can often take up to 16 weeks, meaning the possibility of over six months without a lift. Planning for the long term future of the lift within a building can save time and cost in the long run. But there are other benefits to being proactive with lift planning. Having the opportunity to consider the design, condition and requirements of the existing lift will allow all future options to be explored and the most appropriate solution selected. While a complete replacement might often be seen as the ultimate solution to an ageing lift, modern technology is increasingly providing new opportunities to retain and modernise existing lifts. Modernising your lift can be a more cost effective method of increasing the life of your lift, bringing it up to current standards of performance and safety. Undertaking a survey of the existing lift can help establish its exact condition and determine the most appropriate solution for its future serviceability. More importantly, a survey can advise you on the remaining life of your lift to allow you the opportunity to plan for the cost. Employing an independent consultant will ensure that you get the best advice when it comes to planning for the future of your lift. David Pickering MSc MCIBSE is associate director at Ilecs Limited

Ups and downs of looking after your lift

C urrent guidelines suggest the typical operating life for an electric traction lift is 20 years, while it’s 15 for a hydraulic lift. While these are only guidelines from the Chartered Institution of Building Services Engineers (CIBSE), many lifts remain in service long after their expected lifespan. It is perhaps not surprising, therefore, that many people do not even consider the future of the lift within their building until it starts to become unreliable. Unfortunately, on many occasions, by the time this occurs the lift itself has reached a point where age and wear are irreversible and reliability becomes a continuous issue. Subsequent costs associated with ongoing repairs can become high, while the risk of a terminal failure of a critical component is increased. Older generation lifts often include components that are less energy efficient, and offer a poorer quality of travel. Many controllers will lack the type of user interface or diagnostic features that are taken as standard on more

current systems. Replacing or modernising your lift can dramatically improve both the performance and the energy efficiency, saving you money in the long run. Modern drive controls allow smoother, more controlled acceleration and travel along with more accurate floor levelling, improving safety as well as performance and energy efficiency. Hydraulic lifts were considered a cheap lift solution for low rise buildings such as apartment blocks during the 80s and 90s. But modernisation of these lifts has often been shunned because of their relatively poor energy efficiency. New developments in hydraulic means for the long term future of your lift, writes David Pickering It pays to think ahead and ensure you have the

pump and valve technology have improved the energy efficiency of hydraulics, with modern systems offering increases of up to 60% in efficiency over their predecessors, making the retention of these designs far more attractive. Along with being more efficient during operation, modern equipment will often feature hibernate modes, which switch off components after a period of non-use. Even lighting can be improved to include more efficient LED type fittings where these were once fluorescent or tungsten types. Choosing the right time to modernise or replace a lift is not an exact science but it pays to at least put in place the means to address the long term future of your lift at an early stage. Lifts wear and age differently depending upon the quality of the original equipment, intensity of use and the quality of maintenance regime in place. The cost of any modernisation or replacement project may come as a shock to some. A typical four-floor installation, inclusive of all associated works,

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inresidence

How to avoid the legal headaches of running a RMC AndrewMorgan and Yashmin Mistry unveil some

What is a Residents Management Company (‘RMC’)? Historically, a RMC is a private company limited by shares, and its main objective is to manage and maintain the common parts (entrances, lifts, car- parks, gardens as well as the main structure of the block itself) for the general benefit of the lessees. The full responsibilities of any RMC will be set out in the RMCs Constitution otherwise known as the Memorandum and Articles of Association as well as being contained in the leases themselves. The majority of RMCs are limited by shares, although some blocks favour a RMC limited by guarantee. Typically however, each flat owner will be a member or shareholder in the RMC and members will be appointed from amongst their number to become Directors. RMC’s are in turn managed by these Directors. different from an informal residents association as it has legal status being an independent legal ‘person’ in its own right. A RMC also offers greater protections for example, a member of an Advantage of an RMC A formal RMC is very

Disadvantage of an RMC There are many advantages of having an RMC; however, running a RMC is not a straightforward matter. Directors of RMCs are usually unpaid however the obligations the directors are obligated to adhere to at law they take on are extensive not to mention the statutory duties. For example, during the course of running a RMC, directors will invariably employ a variety of contractors such as caretakers, porters or gardeners. Directors will need to be familiar with the distinction between a contract for services (self-employed) and a contract of service (employee) and the different rights and duties that are attached to each form of contract. Directors may also become personally liable for breaches of their so called ‘fiduciary duties’ under the Companies Act 2006 or Trustees Act 2000 (in relation to service charge funds which are held on trust for the lessees). Running a RMC can be a complex task. The directors will need to comply with the Company Law formalities imposed by Companies House. For example, the Directors of the RMC will, among other things, need to ensure that the RMCs Memorandum and

Articles of Association are properly used and adhered to, make the appropriate filings on time, keep up-to- date the RMC’s statutory books and registers and keep Companies House updated on membership of the RMC, deal with change of name formalities and filing of certain resolutions. to comply with Companies House requirements can be potentially disastrous and could lead to the RMC being struck off the Companies Register – the management reverting back to the Landlord and Directors becoming liable for breaches, personally. Specialist legal advice should always be obtained. JPC Law Landlord and Tenant Team can assist your RMC with all the aspects of property, litigation, employment and company law that specifically affect RMCs. Our team can also ensure that you are aware of the documentation, procedures and insurance you need to run your RMC. Health warning! The consequences of failing

RMC will be entitled to take part in general meetings of the company and have their say accordingly. Further, if a member thinks the Board of the RMC has wrongfully exceeded its powers, then there are different protections and rights of action afforded to them at law. A member may also take the RMC to the First-tier Tribunal or County Court for breach of its obligations under the lease and they can do this irrespective of membership. and how RMC Directors can avoid the legal headaches that RMC Directorships can bring of the mysteries of the Residents Management Company (RMC), how they operate

Andrew Morgan is a company/commercial

partner and Yashmin Mistry is a partner and head of the property practice group at JPC Law

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