We recognise the need to discuss, listen, inform and communicate. Each client prefers a certain way of working and therefore our service is tailor-made to suit every individual client’s requirements. We believe it is vital for the agent to regularly liaise and consult with the client so that both parties are in agreement as to how the block is run and how individual problems are best solved.
Although in terms of size we may be described as a small company, we believe that we can offer a far more dedicated and tailor-made service than the larger companies. Our size gives us the flexibility to accommodate our clients’ requirements and the flexibility to respond to circumstances that require change, be it in approach, policy or administration.
The director who will attend the interview is the director who will actively and permanently take part in the management of the block, assisted by the property managers who will be dealing with the day to day management items. Whenever a client calls he will receive attention directly from the manager or the director, both of whom he will know personally, and both of whom will be fully informed of all aspects of the block and its finances.
We have an extensive panel of independent experts, (surveyors, engineers and consultants), which gives us and the client the ability to choose the best person for the job rather than being forced to use an expert on the staff
One of our strengths lies in the fact that we understand how to communicate with people and we never underestimate the importance of establishing a good working relationship with clients, lessees and contractors. We are not dogged with the high turnover of staff that many of our larger competitors experience. Our clients can therefore get to know us and in turn we can offer consistent dedication and loyalty.
Managing Agents must be unobtrusive, but always available. Our office is located in the heart of the West End making us readily accessible. Telephone calls are never blocked, and so tenants have immediate access to managers if they are in the office. All incoming letters are read by a director and outgoing letters are approved before they are despatched. To ensure comprehensive cover, Castlereagh Management operates an out of hours emergency number which is permanently manned. It is our management practice that contractors are required to provide 24 hour emergency cover for the major components of the building. In the event of an emergency we have never encountered any difficulty in getting assistance.
It is a common complaint that managing agents allow calls and letters go unanswered for long periods of time. We are aware of how frustrating this can be and so our policy is to respond to all communications in the shortest possible time. If we cannot answer a query immediately, we will ensure the client is informed that a full and comprehensive answer will be forwarded to him as soon as the relevant information is obtained.
We believe in proactive rather than reactive management. We are aware of the need to deal with repairs and maintenance works expeditiously and so it is important to plan ahead, identifying and recognising potential problem areas. This means that any future major works may be financed by the reserve fund without the necessity to raise extra levies. We have amassed an excellent panel of contractors in all areas of building, refurbishment and maintenance, and we are constantly checking to ensure that not only their work is of the highest standard, but that their prices are and remain truly competitive.
Another complaint by many residents is of their managing agent’s frequent failure to keep them abreast of information regarding repairs or changes within their building. It is our policy to keep close communications with residents so they are fully updated at all times.
Properties managed by Castlereagh Management are inspected regularly, ensuring that they are run, maintained and serviced to the highest standard. Site visits are carried out at least once per month not only for this purpose, but also to enable us to have a good working relationship with the staff employed at the block. They also give us the opportunity to meet residents and become fully acquainted with the day to day running of the block.
To be entirely effective, residential managers must have a full range of professional property skills at their disposal. Most of the large agents can boast an in-house surveyor or valuer. However, Castlereagh have a panel of a number independent highly qualified experts to cover all specialist fields such as surveyors, mechanical and electrical engineers and consultants. The client can therefore rest assured that he is receiving a truly independent report at a competitive price.
To cope with the complexities of modern residential management, and in particular to gain the maximum advantages from the increasingly sophisticated service charge provisions of modern leases requires access to swift, efficient and tailor made computer software. Castlereagh Management has aimed to stay at the leading edge of technology. In pursuit of this policy, we are equipped with the latest and most sophisticated property management system, giving every manager instant access at his or her fingertips to all necessary tenant information and records and the day to day financial data relating to the particular management.
We have a basic principle that residential management is a very labour intensive job and on these grounds we only accept management of properties within the West End and its surrounding suburbs. We have been offered managements in locations further afield but have turned these down as we feel we would not be able to offer the high level of service our clients deserve.
- Valuations
- Attendance in court
- Company secretarial services
- Trustees
- Creating a 10 year plan
- Recruitment of onsite staff
- Major works or any non-routine expenditure for which we would require the services of a surveyor. In such a case, we’d choose the surveyor whose strengths are best suited to your blocks specific requirement, maintaining stringent financial controls on your behalf.
Should the Residents Association wish Castlereagh Management to undertake the role of Secretary, we would gladly oblige at a fee of £500 + VAT per year. We can also provide the service of filing the annual returns for a fee of £75 + VAT per year.
This service would include the following:
- Attending all Residents Association meetings
- Providing minutes of these meetings
- Circulating information to all residents and leaseholders and notifying them of the Annual General Meeting
- Attending the Residents Association Annual General Meeting and administering the proceedings.
Castlereagh will also deal with any other matter within their professional expertise which is not specifically provided for within the schedule of services. This is subject to receiving written instructions from the Landlord and also agreement to any additional fees payable.
Examples are as follows:
I. Valuations
II. Town and Country planning matters
III. Attendance in Court
IV. Major works or any non-routine expenditure for which it is usual for a building surveyor to be instructed.
Castlereagh work along side a team of specialist building surveyors who will assist us to ensure that the block is maintained to the highest standard and, in consultation with the Landlord, stringent financial controls will always be maintained.
It will be our standard procedure to forward applications for payment two to three weeks before the due date.
Reminders will be forwarded a week after the due date.
Second reminders will be sent no later than 2 weeks after the first reminder.
Final warnings will be forwarded no later than two weeks after second reminders, advising that unless service charges are paid within seven days, solicitors will be instructed to recover outstanding charges due, together with interest and costs.
One week after the final warning, client’s solicitors will be instructed as detailed above.
Our procedure can be varied to suit your requirements.