The Most Common Issues in Residential Blocks – and How to Avoid Them

Understanding the most frequent pain points is the first step towards fostering a harmonious and well-maintained living environment. This article explores four common issues and offers practical ways to steer clear of them.

1. Communication Breakdown

Poor communication is arguably the root of many problems in block management. Residents may feel uninformed about upcoming works, unclear on who to contact for issues, or frustrated by unanswered emails and calls. This lack of transparency can breed mistrust and lead to minor queries escalating into major complaints.

How to avoid:

• Establish Clear Channels: Define precisely how residents should report issues (e.g., dedicated email address, online portal) and who the primary contact is.

• Regular Updates: Implement a schedule for regular communication, such as a quarterly newsletter or email updates. Utilise notice boards for important announcements. An online portal can be invaluable for sharing documents and updates instantly.

• Proactive Information: Do not wait for residents to ask. Provide advance notice of planned maintenance, explain any potential disruption, and share updates on ongoing projects.

• Set Expectations: Clearly communicate expected response times for different types of enquiries (e.g., emergency vs. routine).

• Agent Accessibility: If using a managing agent, ensure they provide clear contact details and maintain open lines of communication with both residents and RMC directors.

2. Delayed Repairs and Maintenance

Few things cause more dissatisfaction than maintenance issues left unresolved. Whether it is a leaking pipe, a broken entry phone, or lifts frequently out of service, delays inconvenience residents and can lead to further deterioration of the building fabric, potentially increasing long-term costs and even posing safety risks.

How to avoid:

• Robust Reporting System: Ensure the process for reporting repairs is simple and efficient, with acknowledgements sent upon receipt.

• Approved Contractor List: Maintain a list of vetted, insured, and reliable contractors for various trades. This speeds up the process of obtaining quotes and scheduling work.

• Planned Preventative Maintenance (PPM): Implement a PPM schedule for key building elements (e.g., lifts, pumps, fire safety systems, roof inspections). Regular servicing is often more cost-effective than reactive repairs and minimises unexpected breakdowns.

• Clear Timelines: When a repair is reported, provide residents with realistic timelines for inspection, quotes, and completion, managing expectations effectively. Keep them informed of any unavoidable delays.

3. Service Charge Scrutiny

Service charges are a frequent source of contention. Residents understandably want value for money and may question costs if they perceive a lack of transparency or feel charges are unreasonably high. Disputes can arise from unclear budgets, unexpected increases, or poorly communicated expenditure.

Unexpected increases in service charges can also strain residents financially, often leading to frustration, formal complaints, and disputes over affordability and justification. For instance, in March 2025, it was reported that some UK homeowners faced service charge hikes of up to 262 per cent since 2020.

How to avoid:

• Transparent Budgeting: Issue clear, detailed annual budgets well in advance of the service charge year, explaining anticipated costs section by section. Accompany demands with explanatory notes.

• Regular Financial Reporting: Provide periodic updates on expenditure against the budget throughout the year. This helps residents understand where their money is going.

• Section 20 Consultation: Strictly adhere to the statutory consultation requirements for major works (qualifying works) to ensure transparency and resident input on significant expenditure.

• Competitive Tendering: Demonstrate value for money by obtaining multiple quotes for significant contracts (e.g., cleaning, gardening, insurance, major works).

• Explain Variances: If actual expenditure differs significantly from the budget, provide clear explanations in the year-end accounts.

4. Neglected Communal Areas

The state of communal areas – hallways, gardens, bin stores, entrances – significantly impacts residents' quality of life and the overall impression of the block. Neglect, such as infrequent cleaning, overgrown landscaping, or overflowing bins, can quickly lead to resident dissatisfaction and devalue the property.

How to avoid:

• Clear Specifications: Develop detailed specifications for cleaning and gardening contracts, outlining frequencies and standards expected.

• Regular Inspections: Ensure the managing agent or RMC directors conduct regular site inspections to monitor standards and identify issues proactively.

• Resident Feedback: Encourage residents to report any concerns regarding communal areas promptly.

• Enforce Lease Covenants: Address issues like improper storage of items (e.g., bikes, prams) in common parts by politely but firmly reminding residents of their lease obligations.

• Adequate Waste Management: Ensure bin collection schedules are appropriate for the block's size and that bin stores are kept clean and accessible.

The Importance of Proactive Management

Avoiding these common pitfalls hinges on proactive and professional block management. Whether managed by an RMC or a reputable managing agent, the key lies in anticipation, clear processes, and consistent communication. A collaborative approach, where residents, directors, and agents work together, fosters understanding and helps maintain the property to a high standard.

By addressing communication, maintenance, finances, and communal standards proactively, residential blocks can become better places to live, protecting the value of residents' homes and ensuring the smooth running of the building for years to come.

Emily Dodd, Outreach Coordinator, Tilious Press