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Q&A - Here are some frequently asked questions from our residents

Q&A

OUR ROLE AS THE MANAGING AGENT

Q: Where are we?

With offices across England, we aim to never be more than an hour away from the sites we manage, so we can use local contractors, services and knowledge to provide optimal services to our clients. Visit www.hmlgroup.com/find to get the contact details of your nearest HML office.

Q: What exactly do we do?

We act on behalf of our clients to make sure the communal parts of their developments and properties are well looked after. We provide clients with advice and recommendations and act on their instructions. We ensure that our clients are able to fulfil their obligations which are set out in the lease and/or transfer documents for their properties. Services such as gardening, cleaning and general repairs are arranged by us. We also arrange the relevant insurances for buildings, plant equipment and the wider estate or property. All this is done in conjunction with the clients’ instructions. For many properties…

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Q&A

SERVICE CHARGES

Q: What is a reserve fund?

A reserve fund is like a savings account for the management company. Money is paid in annually and the amount is outlined in the budget each year. This money is held until an item of unbudgeted maintenance is required or when large works, which have been agreed at an Annual General Meeting of the management company, are due to be carried out.

The money in the reserve fund will be used to cover these costs.

Q: What is ground rent?

Ground rent is a charge due to the owner of the land or building, which is paid by leaseholders. Any ground rent provisions will be detailed in your lease and are typically payable annually or twice a year.

Ground rent is payable for the duration of your lease, and it will either be fixed…

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Q&A

LEGAL DOCUMENTATION

Q: Leasehold

Leasehold means that the property owner has obtained a lease from the freeholder/landlord to use the property for a specified number of years. The leases are usually long term, often 90-120 years but can go as high as 999 years.

Q: Freehold

Freehold means that the property owner is the freeholder or landlord, owning the property and the land it stands on in perpetuity. The type of freehold ownership depends on the transfer held – part or whole.

Q: Lease

A lease is a contractual agreement between the property owner, freeholder and, in some cases, a management company, outlining the obligations of all relevant parties.

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Q&A

EMERGENCIES & INCIDENTS

Q: Preparation

Always make sure that you, your family and any visitors are aware of the evacuation procedure and the location of all available emergency exits.

It is important to follow all guidance provided regarding the communal areas and fire risks, such as keeping fire doors shut, keeping the hallways clear of personal items, etc.

Q: Report it

If there is an imminent threat to life, or of serious injury, either to the residents or the general public, contact the emergency services immediately using 999 or 112.

If the situation is non-life threatening, contact your property manager between 9am and 5.30pm or the Out-of-Hours service at all other times. The Out-of-Hours number is: 0345 601 2422.

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Q&A

GLOSSARY

Q: ARMA

Association of Residential Managing Agents – the regulatory board for the property management industry.

Q: Block/Buildings Insurance

Insurance for the common parts of your development – this is usually compulsory as per the lease.

Q: Communal areas / Common parts

Areas within your development which are shared by two or more properties – such as pathways, gardens, internal stairways, lift.

Q: Companies House

Registrars for all UK limited companies. They incorporate/dissolve companies…

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FEEDBACK

Feedback

Are you an existing HML customer? If so, we’d like to hear from you. If you could take a few minutes to leave us feedback about our service on Trustpilot, we’d really appreciate it. It’s quick and simple and you don’t need to set up an account.

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