Taking on the Right to Manage is a big win for many blocks, but day-to-day management can quickly turn into a headache. Understanding what a professional managing agent actually does can help your RTM company decide whether it is time to get expert support.
Right to Manage in plain English
Right to Manage, or RTM, is a process that lets leaseholders take over the management of their building from the freeholder, without needing to prove fault. Instead of the freeholder or their agent making decisions, an RTM company run by leaseholders takes charge.
In practice this means the RTM company becomes responsible for arranging building services, dealing with contractors, setting and collecting service charges, and keeping communal areas safe and compliant. It gives residents more control, but it also brings real responsibility and time pressure.
Common RTM pain points after the handover
Many RTM directors start out with enthusiasm, only to find the workload far higher than expected. The building still needs professional care, even if the decision making is now in residents' hands.
Typical challenges that crop up within the first year include:
Chasing contractors for quotes, attendance dates and completion of works
Managing communal repairs, from broken lights and leaks to roof issues and lifts
Keeping documentation organised, such as inspection reports, warranties and compliance records
Resident communication, especially when service charges, noise issues or delays to repairs are involved
Time pressure on directors who are volunteers with busy jobs and families
On top of that, emergency situations such as flooding, fire alarm faults or security issues can arrive at the worst possible moment, and not every RTM company has a clear plan for dealing with them.
What a managing agent actually does for an RTM company
A good managing agent works for your RTM company, not the other way round. They handle the practical day-to-day work while directors focus on decisions and oversight.
Regular site checks and building inspections
Rather than waiting for complaints, a proactive agent will schedule regular visits to your block. During these visits they check communal lighting, cleanliness, bins, grounds, signage and general safety issues.
They record their findings, often with photos, and use these inspections to plan routine maintenance before problems escalate into expensive repairs or health and safety risks.
Maintenance planning and communal repairs
Managing agents help build a maintenance schedule for the year, covering items like lift servicing, fire safety checks, gutter cleaning and plant room servicing. This helps keep the building compliant and reduces surprise costs.
When something breaks, the agent organises quotes, instructs contractors once the RTM directors approve, and follows up to ensure works are completed properly. They should also keep residents informed about what is happening and when.
Trusted contractor network and vetting
One of the big advantages of using a managing agent is access to a network of vetted contractors. A competent agent will check insurance, references, qualifications and health and safety practices before sending anyone to site.
Because they place regular work, managing agents can often secure faster response times and more consistent pricing than a single block could achieve alone.
Incident response and emergencies
Leaks, fire alarm activations and security issues rarely happen during office hours. A professional managing agent puts in place an out-of-hours process so residents are not relying solely on volunteer directors in the middle of the night.
This typically includes a 24/7 number, clear instructions for residents, and pre-agreed emergency contractors who can attend quickly. Afterwards, the agent should report back to directors with what happened, what it cost and any next steps.
Clear reporting and support for RTM directors
Directors need visibility to make informed decisions. A good agent supplies regular reports covering ongoing works, upcoming maintenance, contractor performance and budget status.
They should also provide copies of key documents such as inspection certificates, risk assessments and warranties, stored in an organised way so the RTM company can access them when needed.
Key questions to ask when choosing a managing agent
Not all agents operate in the same way, so it is worth asking detailed questions before you sign a contract. Focus on how they will work with your RTM company in practice.
Communication and meeting rhythm
Ask how often you will receive updates and in what format. Will there be monthly email reports, quarterly meetings or an online portal you can log into?
Clarify who your main point of contact is, how quickly they respond to queries, and how they communicate with residents on everyday matters and major works.
Out-of-hours and emergency handling
Request a clear explanation of their out-of-hours arrangements. Who answers the phone at night and weekends, and which situations count as emergencies?
Check how they keep directors informed after an incident and how costs are authorised when urgent works are needed.
Evidence of works and transparency
Good agents are happy to show what has been done. Ask how they evidence completed works, for example using job sheets, photos, sign-offs or inspection reports.
You should also understand how they present costs, whether invoices are itemised, and how directors can query or challenge charges.
Contractor vetting and performance
Find out how they select and review contractors. Do they have minimum insurance levels and qualification checks? How do they deal with poor performance?
If you already have trusted contractors, ask if they are willing to work with them, subject to appropriate vetting.
Managing routine communal tasks
Day-to-day tasks such as cleaning, gardening, bin management and minor repairs make a big difference to residents. Ask how they specify these services and measure quality.
It is also useful to understand how often they carry out site inspections, what they check, and how quickly they act when standards slip.
Simple handover checklist when switching from self-management
Preparing properly for a handover makes your new agent's job easier and helps avoid confusion. Before you switch, try to gather:
Copies of existing service contracts, warranties and insurance documents
Recent inspection reports, fire risk assessments and compliance certificates
Details of current contractors and any ongoing works or disputes
Service charge budgets, accounts and any reserve fund information
Contact details for RTM directors and a clear summary of any known building issues
Agree a target handover date, decide how you will introduce the new agent to residents, and make sure everyone knows how to contact them from day one.
Next steps for your RTM company
Running an RTM block can be rewarding, but it should not feel like a second full-time job for volunteer directors. A reliable managing agent can take on the workload while keeping you firmly in control of decisions and standards.
If you would like to explore professional support for your block, visit the HITS Facilities Management Ltd block management page to see how our services work in practice, or get in touch via our contact form to talk through your building's needs. You can also call HITS Facilities Management Ltd on 01293 320 806 to discuss the best way forward for your RTM company.
