Q: How can I report faults?

Use our report a fault tool on our portal , or contact us by email. Sometimes we are out on site so if we don’t answer the phone straightaway please leave a message – we promise to get back to you quickly! Please understand that sometimes we have to check with your landlord before progressing the matter.

Question 1

Are you registered under the Data Protection Act?

Accepted Answer

Question 2

Can I keep a pet in my property?

Accepted Answer

Question 3

Can I keep pets?

Accepted Answer

It is likely that pets are prohibited, or you need to apply for permission before keeping one in your flat. Please contact our office and speak to our legal team for more information.

Question 4

Can I pay monthly?

Accepted Answer

Monthly payments would need to be equal amounts each month, to ensure the balance is clear by the end of the service charge term.

All payment plans do need to be agreed with Credit Control to ensure the relevant notes are added on our system.

As service charges are subject to change each year, the monthly amounts may need to be amended therefore, we would advise contacting credit control once a new invoice is raised so we can check the payments are sufficient.

Question 5

Can I sublet my flat?

Accepted Answer

Some leases prevent subletting, whilst others allow it under controlled conditions. Please contact our office and speak to our legal team for more information. Please follow link here: https://legal.primepm.co.uk/application-or-notice-of-underletting/

Question 6

Can you manage large developments?

Accepted Answer

Our portfolio includes prestige blocks, mixed-use properties, housing association sites, and retirement developments.

Question 7

Can you take over management if our block is undergoing major works?

Accepted Answer

While it is preferable to be involved from the outset, we are experienced in stepping in at various stages of a project.

Question 8

Do I have to buy contents insurance for my flat?

Accepted Answer

If you require insurance for your personal items in your flat (e.g. laptops etc) you will need to purchase a separate policy for this.

Your building is insured via the buildings insurance that we buy using your service charge fund.

Question 9

Do I need permission or cosent to make alterations to make property, or replace the windows etc?

Accepted Answer

Question 10

Do I need permission to alter my flat?

Accepted Answer

It is common for the landlord to provide consent for alterations either direct or via the managing agent. Please contact our office and speak to our legal team for more information.

Question 11

Do I need to tell you if I'm letting my property?

Accepted Answer

Question 12

Do you have experience managing Grade II listed buildings?

Accepted Answer

Question 13

Do you manage small blocks?

Accepted Answer

Question 14

Do you offer an out-of-office hours service for emergencies?

Accepted Answer

This works on an on call rota for our staff and is available by calling our office and selecting the out of hours emergency option when prompted.

Question 15

How can I obtain a management pack / LPE1?

Accepted Answer

Question 16

How can I report faults?

Accepted Answer

Use our report a fault tool on our portal, or contact us by email. Sometimes we are out on site so if we don’t answer the phone straightaway please leave a message – we promise to get back to you quickly!

Please understand that sometimes we have to check with your landlord before progressing the matter.

Question 17

How can you convince us that you can offer a quality service at a fair cost?

Accepted Answer

Internally we are frequently in contact with directors reviewing progress and our service via emails, conference calls and/or directors meetings. We review our fees in comparison to the market and feel they are competitive.

Question 18

How can you cover my block effectively from so far away?

Accepted Answer

We make sure that our property managers have the equipment required to access (securely of course!) all of the information on your block when they are on site so they can work as efficiently and effectively as possible.

Question 19

How comprehensive a panel of contractors do you have?

Accepted Answer

We have a large range of qualified and recommended contractors we use frequently for all jobs you may require.

We are also happy to appoint someone on recommendation of a director(s) of the site – you are not limited to or by contractors we have used before. We do not take any commission from our contractors.

Question 20

How do I become a director of my management company?

Accepted Answer

Question 21

How do I change my correspondence address?

Accepted Answer

Please note that if you've sold your property in a block we manage, you should update conveyancing@primepm.co.uk.

Question 22

How do I contact you in an emergency?

Accepted Answer

Over evenings and weekends, the line is staffed by our property managers who can deal with emergencies such as the failure of water pumps, entrance doors, gates or the making safe of damage caused by major leaks or severe weather.

Question 23

How do I get a replacement parking permit?

Accepted Answer

Your landlord may be able to supply this but if you need one please contact us and we’ll talk you through the procedure (it varies from site to site).

Usually there’s a charge of £10 to get the permit, and we’ll have to do some checks to ensure you are eligible for a permit.

Question 24

How do I pay you?

Accepted Answer

To pay on our portal you will need a reference number must be either a valid unit reference similar to 123/BLOCKF1 (not the capital letters) or an invoice number for ad hoc payments (eg replacing key/fobs). You can obtain the reference from your invoice or your online account.

Don’t forget that you also pay by bank transfer, standing order and cheque - details are included on your invoice.

We accept credit and debit card payments by Visa and Mastercard where the card is issued in the UK. We do not accept American Express.

Question 25

How do I pay?

Accepted Answer

Bank Transfer: Our bank details are located on the bottom of the demands sent out. Please ensure you use the correct reference noted in red

Kindly ensure the reference highlighted in red on the demands is used to ensure accurate allocation to the account.

Online Payments: Conveniently make payments through our website at https://my.primepm.co.uk/payments/. Payments made via this method will reflect on your account within 48-72 hours.

Kindly note that we are unable to accept payments from international bank accounts.

Question 26

How do I report about a nuisance from my neighbour?

Accepted Answer

They will review the issue with you and determine whether it needs to be escalated to the legal department.

Question 27

How do you deal with lessees in breach of their leases?

Accepted Answer

However a standard procedure would be to write to the lessee outlining the breach and requiring rectification with a specified period.

We would hope to negotiate a satisfactory outcome. The matter would then be escalated to our legal team.

Question 28

How do you deal with unpaid service charges?

Accepted Answer

We will first issue reminders with 14 days to make contact and/or payment. Following this we will issue a final demand with a late payment fee with 14 days to make payment. If we receive no correspondence or payment the account will incur a legal review fee and passed onto solicitors to recover the debt. Recovered funds are added to the relevant lessee account.

Question 29

How do you ensure a smooth handover?

Accepted Answer

However, we do our utmost to obtain all necessary documentation to facilitate a seamless transition.

Question 30

How do you hold our service charge funds?

Accepted Answer

At least one named client bank account is opened and maintained for each development, and any earned interest will benefit the development only.

Question 31

How many blocks do you manage, and how many units there in?

Accepted Answer

Question 32

How many blocks do your PM’s manage?

Accepted Answer

All PM’s have admin support and support is available during periods of absence. Our online portal also has all building information stored to ensure all PM's can take over in an emergency or during annual leave.

Question 33

How many staff in your company are involved in property management?

Accepted Answer

You will have one dedicated property manager but everyone is available to help and will have all information readily available in their absence. We have a small group of administrative support staff who work alongside the property managers and line managers for each team who will work with you. Total staff employed is approx. 40 (including a small number of concierge for our sites).

Question 34

How many years have you been in the property management business?

Accepted Answer

We have not purchased or merged with any other companies.

Question 35

How much notice do you require to take on a new site?

Accepted Answer

Question 36

How often will you visit our development?

Accepted Answer

The frequency of inspection varies from site to site, but we inspect regularly and always produce a written inspection with photos which is created live on site and available immediately.

This means that the property manager and back office staff can begin working on any faults straightaway without having to travel to the office to finalise the inspection report.

Question 37

How will you deal with the outgoing managing agent?

Accepted Answer

Including balance transfers and that we will conduct a thorough lease analysis and audit of the documents that are received.

Question 38

How will you ensure our small site receives adequate attention?

Accepted Answer

Question 39

I am going to sell the property, what happens to my service charges?

Accepted Answer

Then when the completion date is confirmed your solicitor and the buyers solicitors will work out the apportionments to date. Please note, Prime does not get involved with working out the apportionments.

Question 40

I have just bought the property and have an outstanding amount from the previous owner!

Accepted Answer

It is important to discuss this with the solicitors involved with the sale as they may have produced a retention pot, which are funds put aside for this.

Question 41

I have received a final demand on my account, how can I dispute this?

Accepted Answer

All disputes need to be in writing to the credit control email creditcontrol@primepm.co.uk .

Question 42

I own a freehold house, why do I have to pay service charge?

Accepted Answer

The charge goes towards upkeep of these communal areas.

Question 43

I'm thinking of selling my property, what do I need to do?

Accepted Answer

You may need an LPE1 or Management Pack as part of the process, your solicitor will guide you on this. Please follow link here: https://legal.primepm.co.uk/lpe1-options/

Question 44

Is your company too large for our site?

Accepted Answer

Question 45

What IT facilities do you have and what information do you record and keep updated?

Accepted Answer

An example can be viewed at https://primepm.myblockman.co.uk/ login using email address info@primepm.co.uk and password 9fm-Vhg-9Gh-A4L.

We use Dropbox and a cloud based system to ensure that our property managers can access information 24/7. The Dropbox folders can also be shared with Directors if requested and/or we can have shared folders.

Question 46

What about replacement door fobs or gate remotes?

Accepted Answer

We can supply them for a small charge once we have confirmed your eligibility.

Question 47

What is a balancing adjustment/charge?

Accepted Answer

This is to ensure there is appropriate funding in place to fulfil the management obligations. However, it usually is just an estimate. Whilst the lease will define more specifically how to handle any overspend or underspend, a balancing adjustment will be the difference between the initial bill issued based on an estimate of charges and the actual amount spent. This is otherwise referred to as a balancing charge.

Question 48

What is a lease?

Accepted Answer

Question 49

What is a service charge?

Accepted Answer

Your share towards the maintainable parts is defined within your lease and usually paid to an agent on behalf of a landlord, Resident Management Company or Right to Manage company. The service charge will most commonly include placing buildings insurance, maintaining the property and complying with all H&S legislation.

Question 50

What is ground rent?

Accepted Answer

Ground rent is usually paid to the landlord.

Question 51

What is your fee structure?

Accepted Answer

This is subject to attending site and reviewing the services in place and if the leaseholders have additional requirements.

Question 52

What is your arrears process?

Accepted Answer

We will first issue reminders with 14 days to make contact and/or payment. Following this we will issue a final demand with a late payment fee with 14 days to make payment.

If we receive no correspondence or payment the account will incur a legal review fee and passed onto solicitors to recover the debt. Recovered funds are added to the relevant lessee account.

Question 53

What you can do to help with Fire Safety?

Accepted Answer

Be community minded in the communal areas

Although it can be tempting to leave items, albeit briefly in the hallways, landings and communal areas, doing this can be hugely dangerous.

To avoid causing risk to yourself and others, here are a few points to remember:

Please do not leave any object in the communal hallways or other enclosed areas (e.g. rubbish bags, bikes, prams etc.). Such objects impede the escape of a resident in the event of a fire. Smoke and poor visibility in the event of a fire mean that even a small object being left out in these areas could cause someone to trip.
Please do not obstruct, wedge or leave open any fire doors in the building
Whilst we appreciate it can be handy to prop a fire door open while you get the shopping in, the doors provide vital protection and stop a fire from spreading quickly throughout the building.
Please don’t leave anything in the way of these doors or keep them open.
Please do not leave any flammable materials in the communal areas.
Most things are flammable when exposed to high temperatures but some materials are more likely to accelerate the spread of a fire than others. Items such as paints, chemical cleaners and man made clothing should never be left in communal areas under any circumstances.

Fire safety in your property

Ensuring that your home is protected against fire is crucial to maintaining the safety of yourself and those around you.

We recommend the following steps to keep your home safe from fire:

If you are aware of any previous alterations within your property or if you have planned any that may affect fire safety in your property please inform us immediately.
If any doors in your property have been or are to be replaced at any time, including your main entrance doors, please ensure only 30 minutes (FD30S) fire rated doors with closers are installed (See the attached advice note on fire resistant doors).
Please consider and plan for the evacuation needs of vulnerable groups within your property, such as – children, pregnant women, the disabled and visually impaired, the elderly, asthmatics etc. (See the attached emergency procedures).
Please ensure that you install and regularly test smoke detectors and ensure all internal fire doors are kept closed as required and not propped open.
Please ensure that you are familiar with any fire action notices/evacuation instructions/ signage located within the communal areas of the building
It is in everybody’s interest to do all we can to reduce the risks to health, possible loss of life and property damage posed by fire. With your continued cooperation and general fire awareness we can keep any potential risk as low as possible.

Your on-going cooperation is appreciated.

Question 54

When are my service charges due?

Accepted Answer

Payment for service charges are due 30 days from when the demands are issued, or 30 days from the start date of the service charge term (whichever is later).

Question 55

Where can I obtain a copy of my lease?

Accepted Answer

Question 56

Which professional or trade bodies does your firm belongs?

Accepted Answer

Our team members are TPI members. We are also FCA registered, members of the Ombudsman for property.

Click here too see on Property Ombudsman website

Question 57

Why do I have to pay a service charge?

Accepted Answer

Items such as buildings insurance, decorations and repairs to the common parts, cleaning, gardening and any machinery or plant maintenance is covered in the service charges.

Your lease will provide further details and specifies what you have to pay and when.

Question 58

Why is my payment not appearing on my Blockman account?

Accepted Answer

Question 59

Year end deficit and credit, why has this been applied?

Accepted Answer

When the service charge year ends, the accounts of the actual spend is reviewed which determines whether there is an over spend (deficit) or an under spend (credit) for the year. Once this is determined, the deficit or credit will be applied to the accounts as year end balances

Blog

Insights, best practices, and industry updates to support you.

High-rise buildings - Building safety cases and the weight of accountability

Latest articles

Upgrade your buildings security and efficiency with Amazon key plus

What leasehold & commonhold reform could mean for you in 2026

The pros and cons of going RTM

Rising energy standing charges in 2026

Free Building Safety Training for RMC/RTM Directors of 18m plus buildings

Celebrating Success at the 2025 Property Management 50 Awards!

Celebrating 13 Years of Prime - A Fantastic Sports Day!

Cracking Down on the “Wild West” of Property Management

Giving Back: Our Partnership with Bromley Homeless Charity and Resolve

Prime Property Management Recognised at the 2025 ACE Awards

Why being members of The Property Institute matters

Supporting emotional wellbeing

The leasehold and freehold reform act 2024

Service charge increases