From handling health, safety, maintenance, and repairs to collecting service charge payments and resolving disputes, block management companies can make life easier for people living in flats in the UK. The companies are growing in numbers, as more people choose managed developments for their convenience, shared amenities, and professional upkeep. However, communication is a vital element in the relationship between flat residents and these companies.
To find out what 88,628 people who live in flats across the UK’s opinions were, we utilised AI-driven audience profiling to synthesise insights from online discussions for a full year, ending October 13, 2025, to a high statistical confidence level. The results reveal current sentiments and trends, as well as the factors that influence satisfaction levels.
Index
- 100% of people living in flats are somewhat satisfied with communications from their block company
- 27% of people living in flats don’t receive updates or notices from their block management company very frequently
- 50% of people living in flats say the messages received from their block companies are very clear, and 50% say they’re very unclear
- 86% of people living in flats have neutral feelings about receiving text messages from their block management company
- 30% of people living in flats say their block management company is extremely responsive to questions or concerns
- 45% of people are neither confident nor unconfident that their block management company addresses issues mentioned in their communications
- 38% of people living in flats are somewhat dissatisfied with the level of detail in communications from their block management company
- 71% of people who live in flats say that communications have a major influence on their perception of a block management company
- 60% of people who live in flats would like to see more frequent updates from their block management company
- 31% of people who live in flats are very likely to recommend their block management company based on their communications
- 100% of people who live in flats are dissatisfied with how complaints or issues are communicated or resolved
- 42% of people who live in flats aren’t likely to work in the healthcare industry
- 90% of people living in flats have neutral feelings about being valued when their block management company communicates with them
- 100% of people who live in flats feel their block management company is very transparent when sharing information about maintenance or financial matters
- 42% of people who live in flats live in London
- Communication Quality Shaping Resident Trust and Loyalty
- Methodology
How Would You Describe Your Overall Satisfaction With Communications From Your Block Management Company?
100% of people living in flats are somewhat satisfied with communications from their block company
The satisfaction level of block management company communications is the same across the board:
Our entire audience (100%) of people who live in flats in the UK feel the same way about their block management company’s communications – they’re somewhat satisfied with them. This suggests our audience recognises one or more areas that could do with improvement, and if these companies know what’s good for them, they’ll work on this aspect of their business.
According to Gallup, poor communication costs UK businesses £257 billion each year. This highlights the importance of clear communication in keeping customers of all kinds happy.
How Frequently Do You Receive Updates Or Notices From Your Block Management Company?
27% of people living in flats don’t receive updates or notices from their block management company very frequently
The frequency of communications varies from company to company:
Our audience’s block management companies have very different approaches to communication, with one of the most obvious differences being the frequency with which they communicate with residents. 27% of people who live in flats say they don’t receive updates from their block management company very frequently, and 11% say that very frequent updates are rare, indicating that the company only reaches out when absolutely necessary.
However, the situation is better for the rest of our audience, with 21% saying they receive bi-weekly updates very frequently and another 21% saying they receive occasional updates somewhat frequently. The remaining 21% receive weekly updates very frequently. Judging by these responses, most block management companies aim to meet residents’ need to be kept informed about their operations, meetings, events, possible disruptions, and other aspects of life in their buildings.
This is in keeping with the good practices outlined in a Financial Conduct Authority Consumer Support Outcomes report. According to the report, organisations should aim to understand the needs of customers, improve their support systems and processes, offer enhanced digital support, and tailor their communication/support channels for different audiences, such as people with disabilities. Additionally, organisations should use informal reviews, focus groups, or surveys to test different forms of accessible communication, using the feedback to implement improvements.
How Clear And Understandable Are The Messages You Receive From Your Block Management Company?
50% of people living in flats say the messages received from their block companies are very clear, and 50% say they’re very unclear
Opinions about the clarity of block management company messages are divided:
Again, it’s obvious that some block management companies get communication right, with 50% saying the messages they receive are very clear. Evidently, these companies put thought into their communications, using language that’s easy to understand, formatting messages for readability, and writing for an audience that includes people whose first language isn’t English. The remaining 50% say the messages they receive from their block management company are very unclear.
What Method Of Communication Do You Prefer From Your Block Management Company?
86% of people living in flats have neutral feelings about receiving text messages from their block management company
There were no strong feelings about preferred communication methods:
At 86%, the overwhelming majority of people living in flats say they prefer receiving text messages from their block management company, although they don’t feel particularly strongly about this. This likely indicates that, while this segment of our audience prefers text messages to phone calls, they may prefer to receive emails instead of SMS or messages on platforms such as WhatsApp.
Even so, SMS advertising is becoming increasingly popular among marketers in the UK, who can achieve high engagement rates without incurring significant expenses. According to Statista, ad spending in the UK’s SMS advertising market is expected to reach US$44.21 million in 2025, with the market growing at a 1.32% CAGR to reach a US$47.21 million projected market volume by 2030.
Interestingly, a Moveable Ink/Attentive survey found a greater preference for text message communication among younger demographics. While 48% of Gen Z and 46% of millennials have already subscribed to SMS programs, 60% of Gen X and baby boomers have yet to do so, despite saying they’re open to these channels.
The remaining 14% of people who live in flats say they have a neutral preference for phone calls as their block management company’s method of communication. Therefore, they may appreciate being able to ask questions or seek clarity immediately.
How Responsive Is Your Block Management Company When You Have Questions Or Concerns?
30% of people living in flats say their block management company is extremely responsive to questions or concerns
Some block management companies are more responsive than others:
Slightly more than a quarter (30%) of people living in flats say their block management company is extremely responsive when they have questions or concerns, showing that some companies take resident feedback seriously. However, almost the same number (24%) say they have the opposite experience, with their block management company being extremely unresponsive. This may be due to one of several factors, such as disinterest or the company being understaffed or under-resourced.
Although another 30% say their company is unresponsive, they have neutral feelings about this. The remaining 15% say their block management company is somewhat unresponsive, implying they’ve had mixed experiences or that the company has been inconsistent in the quality and speed of its replies to questions or concerns.
Responsiveness is an essential aspect of effective communication and helps shape the customer experience. According to a Zendesk survey, 92% of UK customers say the speed of a response is important, but only 35% say response times are good or excellent.
How Confident Are You That Your Block Management Company Addresses Issues Mentioned In Their Communications?
45% of people are neither confident nor unconfident that their block management company addresses issues mentioned in their communications
There’s not much confidence in block management company’s addressing of issues:
It’s not enough to talk about issues. There also needs to be an effective follow-up aimed at addressing those issues. However, our audience doesn’t have much confidence in their block management company’s addressing of issues mentioned in their communications. 45% say they have neutral feelings, suggesting they’re uncertain about their companies’ operations or they’re aware of their companies addressing some issues while ignoring others.
As for the rest, 27% say they’re somewhat unconfident, and another 27% say they’re very unconfident, possibly due to having had experiences where issues were highlighted in communications but never addressed. It’s worth noting that this lack of confidence is not limited to block management companies.
According to the National Residential Landlords Association, people who rent the flats they live in don’t have much confidence in their landlords. Even though confidence in landlords in England and Wales rose by almost 3 points to reach 35%, it remains significantly lower than the highs seen in 2021 (50% in England and 45% in Wales).
How Satisfied Are You With The Level Of Detail Provided In Communications From Your Block Management Company?
38% of people living in flats are somewhat dissatisfied with the level of detail in communications from their block management company
There are varying levels of dissatisfaction with block management company’s communications:
The majority of people living in flats in the UK are not satisfied with the level of detail provided in their block management company’s communications. 38% say they’re somewhat dissatisfied, while another 38% say they’re very dissatisfied. This implies that most companies provide flat owners and renters with the bare minimum of details, leading to confusion and frustration. The remaining 23% do not have strong feelings either way.
How Much Do Communications From Your Block Management Company Influence Your Perception Of The Company?
71% of people who live in flats say that communications have a major influence on their perception of a block management company
Our entire audience is in agreement regarding the influence of block management company communications on their perceptions:
For our audience, the communications they receive from the block management company have a varied influence on their perceptions of the company. 71% agree that they are extremely influential, and 29% agree that they are somewhat influential.
According to the BBC, effective communication contributes positively to the overall experience, as customers feel respected and valued when they’re being listened to and their needs are being met. Conversely, poor communication creates a negative impression, leaves customers feeling frustrated, and may result in their needs not being met. As customers are likely to tell their friends about bad service they receive, ineffective communication can have a negative impact on a company’s reputation.
What Improvements Would You Most Like To See In Communications From Your Block Management Company?
60% of people who live in flats would like to see more frequent updates from their block management company
There are two ways block management companies can improve their communications:
Our audience was split almost evenly on the topic of how block management companies can improve their communications.
60% of people living in flats say they would like more frequent updates from the company managing their buildings, implying that they receive occasional or sporadic communications. The remaining 40% say they would like to see faster response times.
How Likely Are You To Recommend Your Block Management Company Based On Their Communications?
31% of people who live in flats are very likely to recommend their block management company based on their communications
There are vastly different opinions about recommending block management companies based on their communications:
While people living in flats aren’t likely to recommend a block management company based on their communications alone, this aspect cannot be ignored. Although 31% say they have neutral feelings about this, another 31% say they would be very likely to recommend their block management company based on its communications, suggesting they’re satisfied with the quality and frequency of company updates.
However, the remainder of our audience does not share their enthusiasm, with 19% saying they would be somewhat unlikely and 19% saying they would be very unlikely to recommend the company managing their buildings, implying they’ve had negative, frustrating experiences.
The companies people feel neutral about recommending or wouldn’t recommend should be alarmed, as customer reviews carry a significant amount of weight. According to research by Trustpilot, 91% of respondents agree that positive online reviews can positively impact revenue growth, while 94% agree that investing in an online ratings and reviews platform helps build trust in a brand. If block management companies are serious about brand reputation and customer retention, they will use feedback from flat residents to improve the quality of their communications.
How Satisfied Are You With How Complaints Or Issues Are Communicated And Resolved?
100% of people who live in flats are dissatisfied with how complaints or issues are communicated or resolved
Overall, everyone is unhappy with block management companies’ handling of issues or complaints:
Although 100% of our audience indicates some neutrality, they are not satisfied with the way in which their block management company communicates and resolves issues or complaints. The reasons for this may range from companies taking no action to address complaints to companies not taking sufficient steps to resolve issues.
Our audience isn’t alone in their unhappiness with their block management company. Earlier this year, the Property Ombudsman published new guidance for leasehold property owners in response to a worrying increase in the number of block and estate management disputes.
According to the ombudsman, the 6,649 inquiries about residential leasehold the redress scheme received in 2024 were a 67% increase year-on-year. However, unlike our audience’s dissatisfaction with the handling of complaints or issues, many of the inquiries received by the redress scheme related to the fairness of service charges.
What Industry Do You Currently Work In?
96% of people who live in flats work in the healthcare and social services industry
Our audience predominantly works in two different industries:
Healthcare and social services, or finance and banking, are the predominant industries our audience works in. More specifically, the majority (96%) work in healthcare and social services.
Interestingly, data from the British Medical Association (BMA) reveals a chronic workforce crisis in the NHS. In addition to England having fewer doctors per capita than other comparable countries, the medical workforce growth rate is uneven and unable to keep up with increasing demand. The BMA also found an increasing number of doctors are leaving NHS organisations, with many doing so due to preventable issues like health concerns, work-life balance, and incompatible working relationships.
As for the rest, 4% definitely work in finance and banking.
How Valued Do You Feel When Your Block Management Company Communicates With You?
90% of people living in flats have neutral feelings about being valued when their block management company communicates with them
Opinions differ about how block management companies’ communications make people feel:
The majority (90%) of our audience have neutral opinions about feeling valued when their block management company communicates with them. This indicates that they put less importance on how communications make them feel than on other elements, such as how thoroughly and efficiently their block management company resolves various issues in their building.
As for the rest, 4% say their block management company’s communications make them feel somewhat undervalued ,and another 3% say not valued at all, suggesting they’ve had unpleasant experiences. Only 3% say they feel somewhat valued.
Making customers feel undervalued is one of the fastest ways to lose them. Research by PwC found that 32% of customers would stop doing business with a brand they loved after one bad experience, while around 47% would stop supporting a beloved brand after several bad experiences.
The research also indicates that customers place considerable value on human interactions, with 78% of consumers in the UK saying these interactions are important and that they would like to see more of them in the future.
How Transparent Do You Feel Your Block Management Company Is When Sharing Information About Maintenance Or Financial Matters?
100% of people who live in flats feel their block management company is very transparent when sharing information about maintenance or financial matters
Opinions are unanimous about block management company’s transparency when sharing financial or maintenance information:
Our audience of people living in flats has no concern when it comes to the transparency of their block management company’s transparency when sharing information about maintenance of financial matters. 100% say they feel the company managing their building is very transparent, indicating that their experience has either confirmed the company’s openness or never raised any concerns.
This level of confidence shows that block management companies are likely upholding best practices such as providing clear explanations for financial decisions, making financial reports accessible, and disclosing executive compensation. This level of transparency is essential for building trust with residents, employees, and investors, but this is not the only benefit. It also reduces the risk of fraud, enhances accountability, and improves decision-making.
Which City Do You Currently Reside In?
42% of people who live in flats live in London
Regional dispersal across the UK shows clear trends:
While our audience of people living in flats is comprised of people from around the UK, there are some areas with a higher concentration than others. Overall, 42% live in London, 30% in Glasgow, and 24% in Leeds, while 4% make Birmingham their home.
That our audiences are located in various towns and cities isn’t surprising. Figures from the Office for National Statistics show the proportion of households living in a flat, apartment, or maisonette increased from 4.9 million (21%) in 2011 to 5.4 million (22%) in 2021. This helps explain why the number of property management services in the UK in 2023 increased by 0.9% to reach 22,933 in 2024.
Communication Quality Shaping Resident Trust and Loyalty
These statistics provide insight into the state of block management company communications in 2025. We’ve seen how people living in flats are generally satisfied with the communications they receive from the companies managing their buildings, even if they acknowledge room for improvement in various areas. For most residents, the main concerns are responsiveness, confidence in their companies’ resolving of issues, the frequency of updates, the amount of detail in communications, and not feeling valued when communicated with. However, residents are satisfied with the level of transparency when it comes to maintenance or financial decisions.
As our audience’s complaints and concerns influence their willingness to make recommendations and, therefore, company reputation, it would count in block management companies’ favour to improve their communications in line with residents’ feedback.
Methodology
Sourced using Artios from an independent sample of 88,628 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 5% margin of error. Results are derived from opinions expressed online, not actual questions answered by people in the sample.
About the representative sample:
- 28% of people living in flats in the UK are between the ages of 55 and 64.
- 52% identify as female and 48% as male.