Block
Management.
Your questions
answered.
Contents
Illustration:
Q1:
Q2:
Q3:
Q4:
Q5:
Q6:
Q7:
Q8:
Q9:
Q10:
Q11:
Q12:
Q13:
Q14:
Q15:
Q16:
Q17:
Q18:
Q19:
Q20:
Q21:
Q22:
Q23:
Q24:
Q25:
Q26:
Q27:
Appendix 1:
Appendix 2:
Appendix 3:
Appendix 4:
Appendix 5:
Appendix 6:
Appendix 7:
Appendix 8:
How we work together to manage your property
P2
How can you convince us that you offer a quality service at a fair cost?
P3
Can you provide all your relevant company details?
P4
Will your fees carry VAT?
P4
From which office would you service our property?
P4
How many years have you been in the property management business?
P4
How many staff in your company are involved with management?
P5
How many blocks do you manage, and how many units therein?
P5
What similar properties that you manage in this area?
P5
Can you supply references from properties you manage?
P6
What is your fee structure?
P6
How comprehensive a panel of contractors do you have?
P6
Do you charge a fee for contractor selection?
P6
What selection criteria do you use for contractors on your panels?
P7
How often does a representative of your company visit blocks you manage?
P7
What IT facilities do you have, and are you registered under the Data Protection Act?
P7
Where do you keep service charge monies, how are they administered?
P8
What’s the format of financial information you will use for our estate?
P8
How do you deal with unpaid service charges? What is the procedure for non-paying lessees? P8
How do you deal with lessees in breach of their leases?
P9
What is your complaints procedure? (Available on request)
P9
Do you offer an out-of-hours service for emergencies?
P9
What length of notice period do you require?
P9
Who are the staff we are likely to liaise with?
P9
What professional or trade bodies is your firm a member of?
P10
Can you supply full details of your Professional Indemnity insurance? (Available on request) P10
Can you provide proof of your financial probity? (Available on request)
P10
Can you provide a copy of a standard contract you use? (Available on request)
P10
Sample properties and references (available on request)
References (available on request)
Sample budget
Complaints procedure (available on request)
Organisation chart (available on request)
Professional Indemnity insurance (available on request)
Accounts (available on request)
Management agreement (available on request)
1
You and your fellow leaseholders
are together a limited company,
who instruct:
Block
Management.
Your questions
answered.
Who, on behalf of the Management Company:
Issue invoices,
and collect monies due
Correspond with
residents
Liaise with auditors
and accountants
Take action to rectify
any payment defaults
Arrange and monitor
repairs to
building fabric
Appoint gardening
contractors
Monitor contractors’
performance and pricing
Verify and pay service
and contractor invoices
Reconcile accounts at
the end of the service
charge period
Monitor development’s
general appearance
and condition
Appoint cleaning
contractors
Appoint
window cleaners
Arrange block buildings
insurance
Deal with solicitors’ enquiries regarding the
sale of properties, and any company matters
2
Administer Management
Company’s bank
Q1:
How can you convince us that you
offer a quality service at a fair cost?
Block
Management.
Your questions
answered.
Omnia Estates Limited was created to offer a local highly focused property management service to property
owners.
Our philosophy is that our managed properties must be within 1 hour’s drive time of our head office, to enable
us to provide a fast, efficient, cost effective and pro-active service.
All our buildings have a dedicated web site set up that acts as an information site for all visitors, with a
password protected back up site, that contains, accounts, insurance details, minutes of meetings etc, all of
which can be downloaded. Furthermore, all documentation including purchase invoices, bank statements etc.,
are always made available upon request.
When competing with national management companies we regularly achieve service charge budget savings, and
rarely exceed budgets. We achieve this by competitive management charges, no hidden extras, regular
comparisons against budgets, large purchasing power, and the use of competitive local suppliers.
As members of ARMA (Association of Residential Managing Agents) we are required to conduct our business
within strict guidelines open to audit and scrutiny.
We are members of the Surveyors Ombudsman Scheme who oversee our complaints procedure; to date we have
no complaints registered against our company.
Over and above any individual qualifications all our staff are trained, or in training with ARMA, relating to their
field of expertise.
Our client list varies from small management companies with ten apartments, management companies with 187
properties to large investment companies holding large property portfolios. Our portfolio is diverse and covers
every property type. This diversity gives us a broad range of skills all directed at efficient property management.
See Appendix 1 for sample properties. References for any of these properties are available upon request.
We employ our own team of maintenance staff who are on call 24/7, and have a large contractor base made up
mainly of local companies, whose charges and levels of service are audited regularly.
As a local privately owned company our reputation is very important to us. All staff members are fully
committed to delivering high levels of customer service and all staff, including directors, are contactable at all
times.
3
Block
Management.
Your questions
answered.
Q2:
Can you provide all your relevant
company details, including the names of
directors?
Omnia Estates Limited, Omnia One Queen Street, Sheffield S1 2DU
Telephone: 0114 279 2840 Fax: 0114 279 2840 Email: [email protected] Website: www.omniaestates.com
Directors: Sebastian Brown, Jayne Brown.
Q3:
Will your fees carry VAT?
Yes.
Q4:
From which office would you service our property?
Our head office: Omnia Estates Limited, Omnia One Queen Street, Sheffield S1 2DU.
Q5:
How many years have you been in the
property management business?
Since 2004.
4
Block
Management.
Q6:
How many staff in your company are
Your questions
involved with management?
What are their names and qualifications? answered.
17 staff members.
Name
Position
Sebastian Brown
Managing Director
Peter Revell
Property Manager
Bsc Honours, Quantity Surveying, IRPM
Darren Williamson
Maintenance Manager
Electrical Installation, City & Guilds Plumbing, CITB Health & Safety, Erection of Scaffold, First Aid
Beth Calvert
Maintenance Admin/Health & Safety/Insurance PSB Diploma in Building Maintenance, NEBOSH Diploma in Health & Safety
Kate Fenton
Maintenance Admin
PSB Diploma in Building Maintenance
Joe Lacey
Maintenance Admin
PSB Diploma in Building Maintenance
Shane Williams
Maintenance Operative
NVQ Level 2 Engineering, Working at Heights, Asbestos, Manual Handling
David Collins
Maintenance Operative
City & Guilds Electrical Engineering, Working at Heights, Asbestos, Manual Handling
Liam Simpson
Maintenance Operative
NVQ Levels 2 & 3 Heating & Ventilation, Working at Heights, Asbestos, Manual Handling
Donna Hardman
Head of Service Charge Accounts
MAAT, FCCA, IRPM
Alex Wild
Service Charge Accountant
AAT
Kelly Biney
Service Charge Accountant
Lyndsey Woodward Service Charge Accountant
Qualifications
AAT
Key:
MAAT:
Member of AAT (Association of Accounting Technicians)
IRPM:
Institute of Residential Property Management
Q7:
How many blocks do you manage,
and how many units therein?
40 buildings, circa 2,000 units.
Q8:
Can you supply a list of similar properties
that you manage in this area?
See Appendix 1: Sample properties and references (available on request).
5
Q9:
Can you supply name and email address
of chairman/secretary of the
residents’ association or board of
directors of these properties?
Block
Management.
Your questions
answered.
See Appendix 2: References (available on request).
Q10:
What is your fee structure?
Our standard fee structure is £165 per property per annum, this may vary dependant on the specific property,
please refer to the covering letter for your bespoke quotation.
Q11:
How comprehensive a panel of contractors do you have?
We employ our own team of first line maintenance contractors who are on call 24/7. From there we have a
large database of trusted contractors covering all disciplines. Wherever possible contractors are locally based,
the benefit being, speed of service and cost. Regular reviews are held with contractors.
Q12:
Do you charge a fee for contractor
selection, and/or a percentage of their
charges, for contractors chosen
by you or us?
No. All our costs are included in our management fee. The only time we would seek additional charges would be
if we were specifically asked to undertake additional work by the directors. We don’t take any commissions
of any description.
6
Q13:
What selection criteria do you use
for contractors on your panels?
Block
Management.
Your questions
answered.
Location. We ask these questions: Are they known to us? Have they been recommended?
What price do they charge? What are their resources?
Q14:
How often does a representative of your company visit
blocks you manage and check on how your contractors
fulfil their obligations?
We have regular informal checks carried out by our maintenance team, a formal monthly check by a property
inspector, which includes a written report, which in turn is uploaded onto the website. A six monthly check by a
senior manager and an annual check by a senior manager / director along with directors of the management
company.
Q15:
What IT facilities do you have and what
information can you record and keep
updated? Are you registered under the
Data Protection Act?
We operate a property management software system called Property Manager, which records and archives all
relevant property, owner and financial information. As well as Property Manager, we use Sage for financial
management.
Yes, we are registered under the Data Protection Act.
7
Block
Management.
Q16:
Where and how do you keep service
charge monies, how are they administered Your questions
answered.
and who receives any interest?
All our client accounts are with HSBC held for the benefit of the owners, we operate two bank accounts, one for
day to day activities and one to hold reserve fund monies. The accounts are trust accounts, which means the
money is fully protected. All interest is accrued in the clients’ bank accounts. Accounts are administered by our
accounts staff.
Q17:
Can you supply an example of the format of financial
information you will use for our estate?
We produce and distribute an annual budget, along with audited accounts.
See Appendix 3: Sample budget.
Q18:
Describe how you deal with unpaid service charges?
What procedures are in place to deal with
non-paying lessees?
To run any development effectively and fairly, service charges must be paid on time. Once invoices have been
issued, we send one gentle reminder letter giving 7 days to pay. If this fails, we send a final letter informing the
leaseholder that the matter will be placed in the hands of solicitors, at which time they will incur additional
charges. We use specialist law firms who chase the arrears, and all costs are added to the leaseholders’ bill.
8
Q19:
How do you deal with lessees in breach
of their leases?
Block
Management.
Your questions
answered.
Any breach of lease is dealt with by informing the leaseholder of the breach and giving them time to remedy it.
Constant breaches would be dealt with in consultation with the directors and legal advice sought if necessary.
Q20:
What is your complaints procedure?
See Appendix 4: Complaints procedure (available on request).
Q21:
Do you offer an out-of-hours service for emergencies?
If so, please provide details.
Yes. We offer a 24/7 emergency service. Our main office number: 0114 279 2840, diverts to our on-call
maintenance operatives.
Q22:
What length of notice period do you require?
An initial 12 month contract, followed by a 3 month notice period.
Q23:
Who are the staff we are likely to liaise with?
See Q6 for the management team members, and Appendix 5: Organisation chart (available on request).
9
Block
Management.
Q24:
What professional or trade bodies is your Your questions
answered.
firm a member of?
ARMA: The Association of Residential Managing Agents www.arma.org.uk
BCA: The Business Centre Association www.bca.uk.com
Q25:
Can you supply full details of your Professional
Indemnity insurance?
See Appendix 6: Professional Indemnity insurance (available on request).
Q26:
Can you provide proof of your financial probity?
See Appendix 7: Accounts (available on request).
Q27:
Can you provide a copy of a standard contract you use?
See Appendix 8: Management agreement (available on request).
10
Block
Management.
Appendix 3:
Sample Budget
Your questions
answered.
Appendix 3: Sample Budget
Service Charge Budget for the year
1 January 2014 – 31 December 2014
Appendix 3: Sample Budget
Service Charge Budget
The following service charge budget has been prepared for the new service charge
accounting year 1 January 2014 to 31 December 2014. All departments within Omnia
Estates have worked closely and pragmatically in putting an accurate budget together.
It is imperative to understand however, the difficulties and potential uncertainties in
producing a service charge budget, due to factors such as major building issues and
unforeseen costs that may arise during the year. Where a maintenance contract is not in
place, we have estimated the costs for works against other similar size properties we
manage.
The current budget has been created against previous years’ budgets’ and accounting
information. Slight cost increases can be as a result of annual inflation, VAT increases and
increases in contractors costs.
With all service charge budgets the actual costs may vary at year end with either a surplus
or deficit showing on the account. Where a deficit shows the responsibility and liability lies
with the Leaseholder as outlined in the Lease, bills to cover the deficit will be raised. If the
account shows a surplus, this will be transferred into the reserve fund.
We act in accordance with the ARMA (Association of Residential Managing Agents) codes
of practice and will always endeavour to keep the costs in line with the budget. There are
however a number of external factors that can impact on the budget that can be out of our
control. Our accounts team alongside the Property Manager will be carrying out periodic
account reviews during the forthcoming financial year.
Appendix 3: Sample Budget
Notes to Accompany Service Charge Budget
1. Day to Day Maintenance
Provides for minor repairs and items of maintenance as required from time to time. As this is day to day
maintenance, it is difficult to forecast the expenditure in a financial year.
2. Fire Risk Assessment/Signage
Fire Risk Assessment carried out annually, in accordance with the Regulatory Reform (Fire Safety) Order
2005. The assessment is carried out by an independent company.
3. Fire Extinguisher Maintenance
Allows for maintenance of portable fire extinguishers in accordance to BS 5306 Part III 2000. Testing
carried out by a specialist Fire Maintenance Company.
4. Pest control
Allowance for a specialist Pest Control Contract to be put in place to control and prevent unwanted
pests around the development.
5. Buildings Insurance
To cover the cost of the building insurance. Reviewed annually with our broker to obtain best market
value.
6. Terrorism Insurance
Additional cover under the policy that protects the building from an act of terrorism.
7. CCTV Maintenance.
Allows for the routine maintenance of the CCTV in addition to costs to repair/investigate faults on the
system as and when required.
8. Communal Cleaning
Provisions for a cleaner to keep the communal areas clean. The frequency of visits is determined on the
size and requirements of the development.
9. Window Cleaning
Allowance has been made for the windows to be cleaned. The frequency of the cleaning is based on the
size and requirements of the development.
10. Carpet Cleaning
Allows for the periodic cleaning of the carpets as and when required.
11. Bin Store Cleaning
Allows for cleaning of the bins and bin store on an on-going basis.
12. Landscaping and Ground Maintenance
Appendix 3: Sample Budget
Anticipated costs to keep the grounds in good order and maintained by a gardener. The frequency of
visits by the gardener will be based on the size and requirements of the development.
13. Waste disposal
Allowance for the periodic removal of large bulky items left in the bin store which Veolia Environmental
Services will not take on normal bin collections.
14. Landlords Water Supply
Provision has been made to cover likely expenditure on the landlord supply for items such as watering
of the communal gardens, cleaners’ use and cleaning of bin stores. Actual expenditure may vary
significantly, according to consumption.
15. Water Pump Maintenance and Tanks
Allows for routine maintenance and cleaning and disinfection of the water tank system to ACOP L8 and
BS6700. Testing carried out by a specialist company.
16. Communal Electricity
The estimated costs for the supply of electricity to the common parts of the building. The cost is
reviewed annually to ensure the best unit costs are achieved. Actual expenditure may vary slightly,
according to consumption.
17. Consumables and Light Bulbs
This allows for the replacement of bulbs as and when they are required.
18. Door Entry System
Costs for maintenance of the door entry system. This does not cover the costs that may be incurred for
the replacement of specialist parts.
19. Dry Riser Maintenance
This allows for the dry riser to be maintained annually and statutory testing of the inlets. Testing carried
out by a specialist Fire Maintenance Company.
20. Fire Alarm Maintenance
This item is intended to cover the costs associated with routine maintenance of the fire alarm in
accordance to BS5839. Testing carried out by a specialist Fire Maintenance Company.
21. Emergency Lighting
This item is intended to cover the costs associated with the statutory tests to the emergency lighting
system.
22. TV/Satellite Maintenance
This item is to cover the costs for maintenance of the TV/Satellite system
Appendix 3: Sample Budget
23. Smoke Ventilation
Allows for maintenance and periodic statutory testing of the smoke vent system in accordance to
BS5588-12 and BS7346. Testing carried out by a specialist Fire Maintenance Company.
24. Mansafe Inspection
Allows for annual inspection of the mansafe system.
25. Lighting Conductor
Allows for annual inspection/testing of the conductor in accordance with BS EN 62305 (Parts 1-4).
26. Health and safety
This item is intended to cover the costs associated with the health and safety regulations.
27. Lift Maintenance
This item covers the annual contract put in place for routine maintenance and statutory testing of the
lifts by a specialist lift maintenance contractor.
28/29 Lift Insurance/Inspection
It is a statutory requirement that each lift is inspected and tested every 6 months. This is carried out by
an independent mechanical engineer – Allianz. This inspection is separate to the inspections carried
out by our contract engineer. Separate insurance cover is in place for any damaged caused to the lift.
30. Lift Emergency Phones
This item covers the costs for line rental, calls and maintenance of the emergency phone system.
31. Management Fees
The costs to carry out the services as Managing Agent, as outlined in the Management Agreement.
32. Audit Fees
To allow the accounts to be independently financially reviewed at the Service Charge Year End.
33. Bank Charges
To cover the costs of any bank charges against the management companies accounts in accordance
with banking regulations.
34. Company Secretary
To cover the costs for regulatory company secretary duties in accordance with Companies House.
Appendix 3: Sample Budget
35. Sinking Fund
This is to cover costs for future renewals/major works. The purpose of such funds is to build up a sum of
money to cover the cost of irregular and expensive works such as plant replacement, structural repairs
or lift replacement. Costs for such works would be subject to review and discussed always with Directors
of the Management Company.
Appendix 3: Sample Budget
SERVICE CHARGE BUDGET
1 JANUARY 2014 TO 31 DECEMBER 2014
Notes
Description
2014
2013
Maintenance
1
Day to day maintenance
2
Fire risk assessment/signage
3
Fire extinguisher maintenance
4
Pest control
5
Buildings insurance
6
Terrorism Insurance
7
CCTV maintenance
8
Communal cleaning
9
Window cleaning
10
Carpet Cleaning
11
Bin store cleaning
12
Landscaping and grounds maintenance
13
Waste disposal
14
Landlords water supply
15
Water pump maintenance & tanks
16
Communal electricity
17
Consumables and light bulbs
18
Door Entry System
19
Dry riser maintenance
20
Fire alarm maintenance
21
Emergency lighting
22
TV/satellite maintenance
23
Smoke ventilation
24
Mansafe Inspection
25
Lighting Conductor
26
Health and safety
Maintenance Total
£0
£0
Lift Maintenance
27
Lift maintenance/annual service
28
Lift insurance
29
Lift inspection
30
Lift emergency phones
Lift Maintenance Total
£0
£0
Management and Administration
31
Management fees
32
Audit fee
33
Bank charges
34
Company secretarial
Vat on audit and management fees
Management and Administration Total
£0
£0
Contribution to Reserves
35
Renewal sinking fund
Contribution to Reserves Total
£0
£0
Total
£0
£0