The Hidden Challenges Leaseholders Face with Large Block Management Companies

When it comes to managing a residential block, many leaseholders assume that choosing a big, well-known management company will guarantee efficiency, professionalism, and peace of mind. After all, size often suggests experience and resources. But in reality, many leaseholders find that the opposite is true.

While large block management firms may offer national coverage and glossy marketing materials, the day-to-day experience for leaseholders can be far from ideal. Below, we explore some of the most common challenges leaseholders face when their building is managed by a massive block management company.

1. Lack of Personal Service

One of the most frequent complaints from leaseholders is the feeling of being “just another number.”Large management firms often handle hundreds, even thousands, of properties, meaning that individual attention to smaller blocks can easily slip through the cracks.

When you raise a maintenance issue or service charge query, it may take days (or even weeks) to receive a response. You may find yourself passed between departments or dealing with ever-changing property managers who don’t truly understand your building or its residents.

2. High Staff Turnover and Poor Continuity

With large firms, staff turnover can be high. The property manager who understands your building’s quirks, residents, and maintenance history may leave, and their replacement will need months to get up to speed.

This lack of continuity can lead to repeated mistakes, delayed projects, and frustration among leaseholders who have to explain the same problems over and over again.

Smaller, independent managing agents often pride themselves on consistency. You know who to call, and they know your building inside out.

3. Overcharging and Hidden Fees

It’s no secret that many leaseholders feel overcharged for services under large management companies.

From inflated service charges to “administration fees” for basic tasks, the costs can add up quickly. Because these firms often have in-house contractors or preferred suppliers, there’s less incentive to seek out competitive quotes.

In contrast, smaller block managers typically work with trusted local tradespeople and can offer better transparency when it comes to budgeting and invoicing.

4. Slow Response to Maintenance Issues

When you’re dealing with a burst pipe, a broken lift, or an urgent health and safety concern, speed matters. Unfortunately, big firms often have rigid procedures and layers of approval that slow down action.

Leaseholders can be left waiting while emails circulate between departments. Meanwhile, problems worsen and frustration builds.

Independent firms usually operate with shorter chains of command, allowing them to act faster and communicate directly with contractors.

5. Limited Communication and Accountability

Large block management companies often rely heavily on ticketing systems or generic email inboxes. While this may seem efficient, it can feel impersonal and unresponsive.

When no one takes ownership of an issue, accountability gets lost, leaving leaseholders unsure who is responsible for resolving their concerns.

Smaller firms tend to offer a more personal relationship, where you can pick up the phone and speak directly to your property manager, not a call centre.

6. Misaligned Priorities

Finally, it’s worth remembering that large block management firms are often driven by scale and profitability.

Their priority is maintaining a high volume of contracts, not necessarily ensuring that every block receives tailored care. For leaseholders, this can mean cookie-cutter service rather than bespoke management that truly suits their building’s needs.

The Alternative: Personal, Transparent, and Accountable Management

For leaseholders who feel overlooked or frustrated by large block management companies, there is an alternative.

Smaller, independent managing agents can offer a more personal, transparent, and responsive service. They tend to build long-term relationships with leaseholders, take ownership of issues, and treat each building as unique, not just another line on a spreadsheet.

At the end of the day, good management isn’t about the size of the company. It’s about care, communication, and commitment.

Final Thoughts

If your block is currently managed by a large company and you’re unhappy with the service, you’re not alone. Many leaseholders across the UK are making the switch to more personal, resident-focused agents who genuinely value their clients.

Changing managing agents may feel daunting, but it can make a world of difference to your building’s maintenance, finances, and overall quality of life.

Leaseholders can often benefit from using local block management companies.