From maintaining communal spaces and handling repairs to managing finances and ensuring compliance with safety regulations, block management companies play a crucial role in residents’ daily comfort and peace of mind. Yet, experiences can vary widely depending on the provider’s responsiveness, communication, and reliability.
To find out what 31,575 people living in flats in the UK’s opinions were, we utilised AI-driven audience profiling to synthesise insights from online discussions for a full year, ending 10th October 2025, to a high statistical confidence level. These insights reveal what residents value most, where frustrations arise, and other current trends and sentiments.
Index
- Why Wilson Hawkins Is The Best Block Management Company In London
- 31% of people living in flats first heard about block management companies through recommendations made by other residents
- Responsiveness to residents’ needs is a moderately important factor for 67% of people living in flats
- 100% of people living in flats say a proven track record and testimonials would make them trust a block management company
- 50% of people who live in flats say they have difficulty finding reliable block management companies
- 100% of people living in flats value resident communication and updates most
- 20% of people who live in flats in London say having a local presence for their block management company is important for trust and responsiveness
- 29% of people living in flats say they usually evaluate potential companies by visiting properties they currently manage
- 67% of London flat residents say slow response times are the most frustrating aspect of dealing with management companies
- 100% of people living in flats say stronger accountability would improve the block management industry for residents
- 55% of people who live in London flats say their ideal company would be experienced with proven reliability
- 100% of people living in flats say neglected maintenance would make them switch from one provider to another
- 84% of Londoners who live in flats say they would not recommend Firstport
- 52% of people living in flats say strong online reviews and reputation would make a block management company stand out
- Immediate responses to issues or complaints are moderately important to 56% of people who live in flats
- 17% of people living in flats are definitely not located in West London
- Evolving Expectations of London’s Flat Residents
- Methodology
Why Wilson Hawkins Is The Best Block Management Company In London
Wilson Hawkins stands out as one of London’s most trusted and effective block management companies, renowned for its transparent, proactive, and reliable approach. Since 1970, the company has been dedicated to creating thriving residential communities through forward-thinking, hands-on management. With offices across London and a team of seasoned professionals, they combine local presence with strong financial expertise to deliver consistently high standards.
Wilson Hawkins’ comprehensive five-pillar methodology covers every aspect of block management from service charge optimisation and predictive maintenance to full leasehold compliance and active resident engagement. The in-house 10-year CAPEX planning tool also ensures long-term maintenance and cost control, keeping buildings in excellent condition while avoiding unnecessary expenses. Plus, residents and directors benefit from complete transparency through a secure digital portal that offers real-time access to budgets, contracts, and management updates.
If you live in a flat in London and expect clear communication, efficient maintenance, and trustworthy management, Wilson Hawkins is the best choice.
How Did You First Hear About Block Management Companies In Your Area?
31% of people living in flats first heard about block management companies through recommendations made by other residents
Local block management companies’ information comes from various sources:
Our audience heard about block management companies in their areas from various sources. For 31%, the source was recommendations from other residents. However, 29% say that, while they heard about companies from other residents, what they heard wasn’t a recommendation.
This highlights the power of word-of-mouth advertising, revealing that people who live in flats in London value the opinions of others more than they value traditional advertising. The appreciation of recommendations is in keeping with several studies, which found that word-of-mouth is more effective than print, radio, or television advertising, as people are more likely to trust others who speak from experience.
That said, not everyone heard about block management companies through word of mouth. 20% say they found out about companies in their area through local community or social media groups, while another 20% say they were introduced to providers through Google or other online searches.
Given the continued popularity of social media and the ease of using search engines, it’s not surprising that these platforms introduced a significant percentage of our audience to block management companies.
What Factors Most Influence Your Decision When Choosing A Provider?
Responsiveness to residents’ needs is a moderately important factor for 67% of people living in flats
Two factors influence decisions when choosing a block management company:
Choosing a block management company isn’t a decision to be made lightly, so it makes sense that some factors will have more influence on this than others. For 67% of our audience, a company’s responsiveness to resident needs is a moderately important factor. This shows that, for this segment, the proof of the proverbial pudding is in the eating – they want a block management company that’s on the ground, present, and active.
However, for 33% of Londoners who live in flats, property management experience is a highly important and influential factor when choosing a provider. Whether we consider a company with an active and responsive presence or with years of experience, its effectiveness comes down to the right skills. Without these skills, a block management company that’s active and present to residents, as commendable as this is, isn’t likely to be particularly effective.
What Qualities Would Make You Trust A Block Management Company?
100% of people living in flats say a proven track record and testimonials would make them trust a block management company
The qualities that inspire trust in block management providers are the same for everyone:
People living in flats in London are clear about which qualities would make them trust a block management company. 100% of our audience says a proven track record and testimonials are the best indicators of a trustworthy company. Again, this suggests they pay attention to other people’s experiences and appreciate evidence of management companies’ work.
The emphasis placed on testimonials reflects a wider trend among consumers. Trustmary revealed reviews and testimonials have become so essential that e-commerce sites that feature them have a higher conversion rate (67%) than those that don’t.
What Challenges Have You Faced When Searching For A Block Management Company?
50% of people who live in flats say they have difficulty finding reliable block management companies
There’s an even split regarding the challenges faced when searching for block management companies:
Finding a block management company can be a challenging experience. For 50%, the biggest challenge was the difficulty involved in finding reliable providers. This highlights that, while London is home to several block management providers, some providers are decidedly less reliable than others.
The remaining 50% say that limited local expertise is their biggest challenge. This could be because some residents moved to London recently and don’t know enough about providers in their area, or because the providers they found have limited local expertise.
It’s worth mentioning that limited local expertise can impact a provider’s reliability initially, although this can change as the provider gains more experience. However, even some of the most experienced companies can be unreliable – and, in this case, unreliability may have more to do with company culture and individual work ethic than local expertise.
If people who live in flats choose an unreliable provider, they could find themselves facing a variety of issues, such as poor communication, exorbitant costs, neglected responsibilities, inefficiencies such as unnecessary delays in responding to residents’ concerns, inaccurate financial reporting, and other mismanagement.
What Type Of Services Do You Value Most?
100% of people living in flats value resident communication and updates most
Everyone agrees on which services they value most:
When it comes to the types of block management company services that people who live in flats in London value most, our entire audience is in agreement. 100% say they place the most value on updates and other communication with residents. For them, regular communication is key.
However, communicating with all residents in a block of flats can be challenging for block management companies. One reason for this is the wide variety of communication channels. Another is residents’ preferred communication methods.
With challenges like these, putting together a communication plan that achieves the highest levels of engagement isn’t easy. According to Rental Housing Journal, effective communication requires a mix of traditional, digital, and in-person communication, such as e-blasts, paper flyers, social media posts, and text messages.
How Important Is Having A Local Presence For Your Block Management Company?
20% of people who live in flats in London say having a local presence for their block management company is important for trust and responsiveness
Opinions differ about the importance of block management companies having a local presence:
While our audience doesn’t agree on the finer points when it comes to the importance of their block management company having a local presence, it’s clear that, to most Londoners who live in flats, it is important. 20% say a local presence is important for trust and responsiveness, while another 20% say it’s essential but not a dealbreaker.
20% say they have neutral feelings about their block management company having a local presence, provided they receive high-quality service. Yet another 20% say a local presence isn’t important if the company communicates effectively. For the remaining 20%, a locally present company is somewhat important for accessibility.
This shows that our audience, while aware of the fact that a local presence isn’t strictly necessary for effective communication, leans toward companies that are present locally. It’s much easier to reach a provider who has an office, team, or representative in the area, just as it is easier for a provider to respond to residents’ issues quickly and effectively.
How Would You Usually Evaluate Potential Companies?
29% of people living in flats say they usually evaluate potential companies by visiting properties they currently manage
There are different approaches to evaluating block management companies:
Once Londoners who live in flats have found potential block management companies, they need to evaluate them so they can choose the best provider for the job. Unsurprisingly, our audience has differing opinions on how to do this. 29% say they usually evaluate potential companies by visiting properties they currently manage, proving they aren’t prepared to simply accept what a company’s marketing materials say.
24% say they usually assess potential providers by comparing proposals and fees, suggesting they are concerned about choosing a provider who offers value for money. Another 24% say their evaluation process involves interviewing multiple providers. This gives them the opportunity to ask specific questions and compare providers’ responses. The remaining 24% use referrals from other residents in their evaluation of potential block management companies.
All but one of our audience’s responses come down to seeing and evaluating evidence of providers’ performance. The question, then, is which KPIs should people who live in flats pay attention to?
According to MRI, the most important key performance indicators for property managers can be divided into financial, operational, asset management, and risk management. Financial KPIs include net operating income (NOI), occupancy rate, and rental arrears, while operational KPIs include tenant retention rate, maintenance costs, and ticket response times. Asset management KPIs should cover return on investment (ROI), cap rate, and valuation, while risk management KPIs include compliance rate, insurance coverage, and safety incident rate.
What Is The Most Frustrating Part About Dealing With Management Companies?
67% of London flat residents say slow response times are the most frustrating aspect of dealing with management companies
Two major sources of frustration emerge when dealing with block management companies:
According to the majority of our audience (67%), slow response times are the greatest frustration when dealing with management companies. Considering their emphasis on clear, effective communication and local presence, it’s not surprising they dislike slow, inefficient communication.
The remaining 33% mention inconsistent maintenance quality, although their feelings about this are neutral rather than negative. The issue of maintenance can be somewhat complex, especially among people who rent rather than own flats.
In the UK, the landlord or block management company is responsible for repairs to the property structure and exterior, basins, baths, sinks, pipes, drains, hot water and heating, gas appliances, flues, pipes, and ventilation, electrical wiring, and any damage they cause when attempting repairs. Tenants can only carry out repairs if allowed by their tenancy agreement. Additionally, they’re responsible for paying for repairs if they damage another tenant’s flat.
The neutrality regarding inconsistent quality is possibly because they know the management company probably appointed contractors to make repairs. Even if the company signed off on the repairs, the contractors are responsible for the quality of the work.
What Improvements Would Make The Block Management Industry Better For Residents?
100% of people living in flats say stronger accountability would improve the block management industry for residents
The answer is unanimous for how the block management industry can improve:
Every single person has the same opinion about what would make the block management industry better for residents. 100% say the greatest improvement would be stronger accountability for service quality. This touches on the above statistic, indicating an awareness of inconsistency in terms of repair and maintenance quality.
The issue of accountability among letting and managing agents in England has caught the attention of the government. Interestingly, these agents are not regulated. In 2017, then Secretary of State at the Ministry of Housing, Communities and Local Government, Sajid Javid, announced that his ministry would take action to regulate these agents.
Little has happened in the interim, with Housing Minister Matthew Pennycook announcing in November 2024 that the government would toughen property managing agent regulation by setting standards for mandatory professional qualifications.
How Would You Describe Your Ideal Block Management Company?
55% of people who live in London flats say their ideal company would be experienced with proven reliability
Opinions differ about the ideal block management company:
While people who live in flats in London mention three different factors when describing their ideal block management company, their opinions are neutral.
55% say their ideal company would be experienced and have proven reliability, while 23% say their ideal company would be community-focused and approachable. The remaining 23% say their ideal company would be professional and results-driven. Again, we see mentions of experience, approachability, and results, suggesting these factors might be emphasised by our audience because of unpleasant past experiences with other management providers.
It’s worth noting that letting agents would deliver on these and other factors if they took pains to uphold the Property Ombudsman’s Code of Practice for Residential Letting Agents. According to the code, agents should provide a service to landlords and tenants consistent with integrity, fairness, and best practice. Additionally, agents should not attempt to drum up business using dishonest, deceitful, or manipulative methods.
What Would Make You Switch From One Block Management Company To Another?
100% of people living in flats say neglected maintenance would make them switch from one provider to another
One reason is enough to change block management companies:
When it comes to what would make them switch from one block management provider to another, our audience is of one mind. 100% say they would leave their current provider for another if property maintenance were neglected.
Again, we see the issue of maintenance coming up, indicating that many people have had dissatisfactory service from block management companies. According to IBIS World, property management service revenue is expected to dip at a 1.3% compound annual rate to £33 billion over the five years through 2024/25.
One reason for this is the number of new owners choosing to manage their properties themselves. This is possibly due to dissatisfaction with the quality of service provided by block management companies.
Which Other Block Management Companies Would You Recommend?
84% of Londoners who live in flats say they would not recommend Firstport
Recommendations differ for other block management companies:
Our audience has strong opinions about other block management companies, especially when making recommendations (or not). The majority (84%) say they do not recommend Firstport. However, not everyone feels the same way, with some saying they would recommend (4%) or highly recommend (4%) the company. This indicates that at least some have previous experience with Firstport or have seen or heard poor reviews of the company.
Another 4% say they do not recommend Rendall & Ritner, although 3% say they would highly recommend HML Group. The remaining 1% say they wouldn’t make any recommendations due to uncertainty or lack of experience with other providers.
What Would Make A Block Management Company Stand Out To You During Your Initial Research?
52% of people living in flats say strong online reviews and reputation would make a block management company stand out
Different factors are important when researching block management companies:
We saw earlier how our audience looks for block management companies, with a percentage saying they use social media or online searches. As helpful as these platforms can be, they often yield a significant number of results, with few companies really standing out from the others. This begs the question of what would make providers stand out to Londoners who live in flats?
52% say strong online reviews and reputation would make one provider stand out from the others during their initial research, again highlighting the importance of customer experiences. blah
26% say a company will stand out from the others if it provides evidence of local property management experience. Taking a somewhat different approach, 22% say clear and detailed service descriptions would be moderately important for making providers stand out during their initial research.
This ties in with Trustpilot research on the role reviews play in fuelling business growth in the UK. The research reveals 91% of respondents agree that positive online reviews can encourage revenue growth, while 85% agree that online reviews can help businesses enter new markets successfully.
What Type Of Communication Do You Value Most From A Block Management Company?
Immediate responses to issues or complaints are moderately important to 56% of people who live in flats
Opinions vary about the type of block management company communication valued most:
Communication has come up a few times in these statistics, so it’s not surprising to see our audience more or less agreeing on the type of communication they value most from a block management company. While our entire audience mentions immediate responses to issues or complaints, 56% think this was only moderately important, while 44% said it is highly important.
Whether they place greater or less emphasis on this type of communication, that our whole audience mentions it highlights the fact that they want to know they’ve been heard and their concerns are being taken seriously by their block management providers.
Where In The UK Is Your Block Of Flats Located?
17% of people living in flats are definitely not located in West London
Our audience includes people who live in flats in different parts of the capital:
Our audience is comprised of people who live in flats in different parts of London. While 17% are definitely not located in West London, others are possibly (10%) or not likely (6%) to be located in this area. We also know 12% definitely do not call South London home, which may also be the case for 6%. However, this area is the possible (10%) or definite (4%) location for others.
Among those who mention North London, 10% are possibly located here, 6% are unlikely to live in this area, and 7% definitely aren’t located here. Greater London is the possible (6%) or definite (5%) location of the rest of our audience.
Incidentally, the average price gap between houses and flats is at its widest since property website Zoopla started keeping records 30 years ago. According to reports, the average flat price is £191,300, while the typical house price is £319,500, making for a 67% difference. The huge difference in price makes it more difficult for people to buy a house, which helps explain why millions of Londoners live in flats, whether purchased or rented.
Evolving Expectations of London’s Flat Residents
The trends revealed in this data provide a clear indication of what residents living in London flats value most from their block management companies. Communication, accountability, and reliability consistently emerge as the strongest priorities, while slow response times and neglected maintenance remain ongoing frustrations. The importance of trust, transparency, and genuine responsiveness reflects a broader desire for service providers who are both proactive and locally engaged.
Overall, these insights suggest that today’s residents are discerning, informed, and value evidence of performance over promises. For block management companies, the message is clear: success lies in building lasting relationships rooted in trust, responsiveness, and accountability.
Methodology
Sourced using Artios from an independent sample of 31,575 people in the UK living in flats, opinions across X, Reddit, TikTok, LinkedIn, Threads, and BlueSky. Responses are collected within a 65% confidence interval and a 10% margin of error. Results are derived from opinions expressed online, not actual questions answered by people in the sample.
About the representative sample:
- 42% of people in the UK living in flats are between the ages of 45 and 64.
- 78% identify as female and 22% as male.