Most cases that end up in front of an ombudsman are related to a lack of communication or incorrect communication. Knowing the best way to engage with leaseholders can be difficult, but it pays dividends in positive engagement, reduced phone calls, and goodwill if and when things go wrong.
As Executive Chair of The Property Institute, Nigel Glen has experience with what can happen when communication between block managers and leaseholders breaks down. He shares his insight on why this happens, how to avoid it, and why better communication is essential for everyone.
"About 90% of all ombudsman cases come back to poor communication, so it's vital that people stop and think. It's easy to see communicating with leaseholders as nothing more than extra work. But the reality is clear and effective communication can help you as much as it does them."
"Communication can be one of your greatest tools when things go wrong. Imagine a lift breaks down in your building, and the repair will be delayed due to a part coming from overseas — how would you communicate that with your leaseholders? Letting them know about the issue via email would most likely be your first port of call. However, in most cases, that is no longer sufficient. In a post-Amazon and Domino's-pizza-tracker world, people expect more granular detail and regular updates on the progress of orders that affect them," Nigel explains.
You should let your leaseholders know as soon as upcoming works or repairs are confirmed. If there are changes to the timeframe, it's important to communicate these as soon as possible. Similarly, if things are going to plan, it helps to update leaseholders every 7-10 days. With the right repair reporting software, you can even automate updates on individual repairs, keeping residents informed without adding to your workload.
Well-informed leaseholders are less likely to bombard you with questions about ongoing works. Putting together an email update saves you hours on the phone, and people appreciate being kept in the loop.
"The best advice is to put yourself in their shoes. What would you like to hear if you were the leaseholder? Transparency is one of the key things that comes to mind. Always try to be open and honest, even when things go wrong. Leaseholders understand not everything is under your control, and they will appreciate having all the information up front," Nigel adds.
"Always be professional, and avoid oppositional language. If someone asks to challenge their service charge, encourage it. Clear, open communication can easily turn their request into an opportunity for positive interaction that allows you to demonstrate your value."
"It's absolutely vital that you keep everything above board. Any communication you have should be suitable for being read aloud in court. People become emotive because it's their home. It's very personal, and we have to be sensitive to that. If you have a good existing relationship, then there will be much less conflict if and when things go wrong, or something breaks down,” Nigel advises.
You’ll need to engage leaseholders regularly on everything from Section 20 notices to service charge requests, making strong communication an essential part of the job. Establishing a positive professional relationship makes life easier for everyone.
The items block managers engage leaseholders on can be difficult to process. Putting together a monthly newsletter is a great way of driving engagement and keeping people informed,as it re-contextualises the relationship you have with leaseholders in a more positive way.
"You can send bulletins out via email and provide a hard copy for common block areas. With regular updates, you can inform people about upcoming checks, repairs and temporary measures such as scaffolding, so everyone is in the loop, and you have a paper trail to prove it,” Nigel affirms.
There are a couple of things you should keep in mind when putting together your newsletter. Here are Nigel's top tips:
Don't let poor communication hold you back. Our software automates communication with leaseholders, so you can keep them informed and satisfied with your services. You’ll spend less time on routine communications and have more time to talk about the issues that matter to your residents. Book a demo to discover more.