Directors rate Jennings & Barrett’s service 4/5 as 88% say quality is the best yet

The report draws on the 2026 Directors’ Feedback Survey, carried out in summer 2026, and offers a snapshot of the views and experiences of Directors across developments managed by Jennings & Barrett. It is the second year the survey has been run, giving the company a baseline for measuring its impact year on year.

High ratings for the Named Property Manager model

Clients of the flagship service model, where blocks of more than 10 units have a Named Property Manager, rated the service an average of 4 out of 5 in four areas:

• Trust in their Named Property Manager

• Overall experience of the Property Management Team

• Overall experience of the Accounts Team

• Contractors used across their developments in the previous 12 months

The scores were extremely similar to those in the 2025 survey. Jennings & Barrett’s Executive Directors, Richard Bould, Joanna Bould and Jonian Duka, said:

“Though year-on-year comparisons between 2025’s report, and 2026’s report, shows extremely similar numbers for ratings of trust and overall experience – which proves we’re delivering a consistently high quality service – we’ve seen a great leap in the number of clients who report that they believe our service has improved since they first began using us for their Managing Agent.

We believe this reflects the key improvements that implementing new systems and processes has made to service delivery.”

Directors face challenges Managing Agents recognise

The survey also asked Directors about the challenges in their own roles. Twenty per cent said they struggle with resident engagement and behaviour, and a further 16% cited Director alignment as a key barrier to success. Jennings & Barrett noted a surprising overlap with the challenges Managing Agents face themselves.

The findings raise two questions for the sector. With compliance and legislative responsibilities increasing, how can Managing Agents deliver value for Leaseholders and clients while also educating residents about their duties, and about the benefits of getting involved in managing their building as Directors? And what resources exist to help Directors of Resident Management Companies and Right to Manage Companies understand their responsibilities without putting them off taking them on?

Directors play an important role in the successful management of their developments, and their relationship with their Managing Agent depends on communication, understanding and a shared focus on the needs of the development.

The full 2026 Directors’ Feedback Report is available on the Jennings & Barrett website.