Section 20 consultations are a formal part of planning major works and certain long-term agreements in residential blocks. They give leaseholders a chance to comment before costs are committed, but they also bring legal deadlines, notices and practical responsibilities for directors to manage. While the best block management companies keep this process organised and ensure communication with leaseholders stays clear, not everyone has the same experience.
To find out what 14,289 opinions of directors of residential blocks were about Section 20 consultations, we utilised AI-driven audience profiling to synthesise insights from online discussions over 12 months, ending on August 13th, 2026, to a high statistical confidence level. The findings give a clear view of how the process is handled, where support comes in, and how directors experience consultation in practice.
Index
- Methodology and data
- Solicitors are always responsible for drafting section 20 consultation notices for 61% of directors of residential blocks, and usually responsible for drafting these notices for 22%, while managing agents are always responsible for drafting for 13% of directors, and the directors themselves are usually responsible 4% of the time
- 67% of directors of residential blocks find that leaseholders stay mostly silent in response to Section 20 consultations; however, 18% offer a mixed response, and 15% engage positively in response to these consultations
- 74% of directors of residential blocks in the UK are unsatisfied with their managing agent compared to the 17% who are very satisfied, and 9% who are fairly satisfied
- 79% of directors of residential blocks are very unlikely to seek expert help the next time they require a Section 20 consultation, and 21% are unlikely to do so
- The importance of support during Section 20 consultations
Methodology and data
Sourced using Artios from an independent sample of 14,289 opinions of directors of residential blocks in the UK across X, Quora, Reddit, Bluesky, TikTok and Threads. Responses are collected within a 95% confidence interval and 5% margin of error. Results are derived from what people describe online, from opinions expressed, not actual questions answered by people in the sample.
Who drafts Section 20 consultation notices for directors of residential blocks?
Solicitors are always responsible for drafting Section 20 consultation notices for 61% of directors of residential blocks, and usually responsible for drafting these notices for 22%, while managing agents are always responsible for drafting for 13% of directors, and the directors themselves are usually responsible 4% of the time
Section 20 paperwork is rarely left to chance:
Solicitors carry most of the responsibility for drafting Section 20 consultation notices among directors of residential blocks. They’re always responsible for 61% of our audience and usually responsible for another 22%. Section 20 of the Landlord and Tenant Act 1985 sets the statutory framework for consultation on qualifying works and qualifying long-term agreements, giving directors a clear reason to place the process with someone who understands the legal requirements.
The consequences of getting it wrong can also be significant. If the consultation requirements aren’t followed correctly, the amount recoverable from each leaseholder can be limited to £250 for qualifying works or £100 a year for qualifying long-term agreements, unless the First-tier Tribunal grants dispensation.
Managing agents are always responsible for 13% of our audience’s consultation notice drafts. Their day-to-day knowledge of the building and involvement in arranging works can make them well placed to manage the practical side of consultation.
In contrast, only 4% say directors themselves are usually responsible. Handling the process directly gives directors greater control, but it also means they personally manage the notices, deadlines, and records required for a compliant consultation.
How do directors of residential blocks’ leaseholders usually respond to Section 20 consultations?
67% of directors of residential blocks find that leaseholders stay mostly silent in response to Section 20 consultations; however, 18% offer a mixed response, and 15% engage positively in response to these consultations
Consultation doesn’t always mean conversation:
For 67% of directors of residential blocks, the usual response to Section 20 consultations is mostly silence. This can leave them moving through much of the process with little active feedback, making it difficult to know whether leaseholders are comfortable with the proposals or simply choosing not to engage.
Leaseholders have 30 days to respond to the notice of intention, so directors may spend a substantial part of the consultation period waiting to see whether any observations or contractor nominations are submitted. A limited response doesn’t shorten the formal process, even when there is little discussion around the proposed works.
Another 18% of our audience receive a mixed response. Some leaseholders may ask questions or raise concerns while others remain silent, leaving directors to manage very different levels of engagement within the same block.
The remaining 15% of directors of residential blocks’ leaseholders engage positively. Active participation can help them identify concerns early, explain the proposed works more clearly, and address questions before the consultation moves to the next stage.
How satisfied are directors of residential blocks with their managing agent?
74% of directors of residential blocks in the UK are unsatisfied with their managing agent compared to the 17% who are very satisfied, and 9% who are fairly satisfied
Service problems quickly become relationship problems:
Dissatisfaction with managing agents is widespread among directors of residential blocks, with 74% left unsatisfied. The Housing Ombudsman has identified recurring problems involving third-party managing agents, including poor communication, unclear responsibilities and delays. It has also described a wider “culture clash” around these relationships, while acknowledging that some work well.
When communication is poor, or no one is quite sure who is responsible for what, even routine issues can become harder to resolve. This can be especially frustrating when directors rely on an agent to coordinate contractors, service charges, maintenance, and communication with residents.
Conversely, 17% of directors of residential blocks are very satisfied with their managing agent. Good communication, reliable service and problems being dealt with quickly can give directors confidence that the block is being managed properly.
The remaining 9% are also fairly satisfied. While their experience is broadly positive, there may still be areas where communication, responsiveness or day-to-day service could improve.
How likely are directors of residential blocks to seek expert help for Section 20 consultations next time?
79% of directors of residential blocks are very unlikely to seek expert help the next time they require a Section 20 consultation, and 21% are unlikely to do so
The next consultation feels easier to tackle alone:
Section 20 consultations come with specific legal responsibilities, and Companies House makes it clear that directors of residents’ management companies need to comply with landlord and tenant law and consult leaseholders before certain major works. It also says boards can appoint a professional managing agent if they don’t have the right expertise.
Despite this, 79% of directors of residential blocks are very unlikely to seek expert help when they next need to carry out a Section 20 consultation,, while the remaining 21% say they are unlikely to do so. Evidently, most expect to manage the process without bringing in additional professional support.
A reputable managing agent can take much of the pressure off directors by keeping the consultation organised, managing leaseholder communication and making sure the required steps are followed. For directors unsure about any part of the process, expert support is a sensible way to avoid mistakes.
The importance of support during Section 20 consultations
These opinions show that Section 20 consultations are still heavily reliant on professional support, even when directors expect to handle more themselves next time. The process works best when responsibilities are clear, communication stays open, and directors have the right support to keep each stage on track.