Whether leaseholders or freeholders, many people who live or own property in residential blocks rely on block managing agents to ensure their buildings are clean, safe, well-maintained, and compliant with relevant legislation. While the best block management companies in London do this well, others are sources of frustration for some directors of residential blocks, prompting them to consider switching agents.
To find out what 57,213 opinions of directors of residential blocks in the UK were about switching block management agents, we utilised AI-driven audience profiling to synthesise insights from online discussions over 12 months, ending on the 29th June, 2026, to a high statistical confidence level. The results pinpoint current sentiments and trends, revealing the factors that drive directors to change agents, what they value most in a replacement, and how they evaluate potential providers.
Index
- 38% of directors of residential blocks are very satisfied with their current block managing agent, and 31% are satisfied; however, 15% are dissatisfied, and another 15% are very dissatisfied
- 35% of directors of residential blocks agree that their managing agent’s fee structure is very clear; yet 33% find it unclear, and another 33% say it’s very unclear
- 28% of directors of residential blocks’ managing agents are excellent at handling compliance, and 27% are good; however, a worrying 28% are poor in this regard, and 17% are very poor
- 54% of directors of residential blocks rate their agents’ contractor management as poor, and a further 46% rate it as very poor, indicating a major gap in delivery
- A lack of compliance knowledge is a major reason 50% of directors of residential blocks are considering switching managing agents, and somewhat of a reason for 21%, poor communication is a deciding factor for 12%, while high or unclear fees contribute to 5% of director’s decisions, 2% cite slow repairs or maintenance as a tipping point, and other reasons motivate a further 10% to make the switch
- 64% of directors of residential blocks agree that a managing agent’s compliance expertise, such as knowledge about BSA, is somewhat important, and 36% feel that this expertise is very important
- 91% of directors of residential blocks took 3 to 6 months for their last managing agent switch, but 9% have never switched agents before, so they have no experience here
- 39% of directors of residential blocks never involve leaseholders in decisions to switch managing agents, 8% excluded them from these decisions only, 26% say they are usually involved but did not participate, and another 13% agree they are rarely involved; by comparison, 8% said leaseholders were fully involved, while 5% and 4% reported that leaseholders were fully involved because they are always or usually included in decision-making
- 77% of directors of residential blocks currently use AI tools to research new agents, 4% use them to monitor compliance updates, and 3% to review or analyse budgets, while 15% don’t use AI tools at all
- 68% of directors of residential blocks are very open to using an AI-supported managing agent, 10% are somewhat open, and 3% are neutral; however, 9% are hesitant about an AI agent, and 11% are not open to the idea at all
- The bigger picture behind block management decisions
- Data and methodology
How satisfied are directors of residential blocks with their current block managing agent?
38% of directors of residential blocks are very satisfied with their current block managing agent, and 31% are satisfied; however, 15% are dissatisfied, and another 15% are very dissatisfied
Satisfaction levels are not consistent:
Our audience of directors of residential blocks has vastly different levels of satisfaction with their current block managing agents. 38% are very satisfied with their current agent, and 31% are satisfied, which means more than two-thirds are happy with what their agents are doing for their buildings and residents.
However, the remaining third of our audience isn’t happy with their current agents. 15% are dissatisfied, while another 15% are very dissatisfied. This suggests that routine maintenance isn’t carried out, repairs are delayed, and that regular, clear communication with directors and residents isn’t forthcoming.
How clear is the block managing agent’s fee structure to the directors of residential blocks?
35% of directors of residential blocks agree that their managing agent’s fee structure is very clear; yet 33% find it unclear, and another 33% say it’s very unclear
Fee structures lack clarity:
Management fees are intended to cover the managing agent’s overheads, such as office space and staffing, and to provide the managing agent with a reasonable profit. Given the many different charges involved, it’s essential that block managing agents’ fee structures are clear enough for the directors of residential blocks to know exactly how their buildings’ residents’ money is being used.
Only 35% of our audience says their managing agent’s fee structure is very clear. 33% describe their managing agent’s fee structure as unclear, while another 33% as very unclear. This means the majority of our audience doesn’t really know how their money is being spent, making it difficult for them to determine whether they’re really getting as much value from their agent as they could be.
How do directors of residential blocks rate their managing agent’s handling of compliance?
28% of directors of residential blocks’ managing agents are excellent at handling compliance, and 27% are good; however, a worrying 28% are poor in this regard, and 17% are very poor
Compliance is not always handled well:
Handling compliance is a critically important aspect of a block managing agent’s job, and some are much better at doing this than others. The most important compliance requirements include health, safety, and fire safety tasks such as fire risk assessments, communal area maintenance, and ensuring up-to-date asbestos registers and Legionella risk assessments for common parts.
Managing agents may have duties under section 156 of the Fire Safety Order (FSO), Regulation 22 of the Higher-Risk Buildings (Management of Safety Risks etc.) Regulations, and Part 4 of the Building Safety Act for higher-risk buildings.
In addition, block managing agents need to ensure compliance with financial and service charge regulations, which cover client money protection, Section 20 consultation processes, and service charge accounting. They also need to ensure compliance with data protection and consumer laws, such as the General Data Protection Regulation (GDPR), redress schemes, and they must enforce the obligations defined in individual property leases.
A disparity in compliance management
28% of directors of residential blocks think their block managing agent is excellent at handling compliance, while another 28% opine that their agent’s handling of compliance is poor. 27% say their agent is good at it, and 17% reckon theirs is very poor. Those whose agents do not handle compliance well undoubtedly are aware that the consequences of non-compliance aren’t limited to fines or legal repercussions. They also include serious risks to the safety of residents and their property.
How would directors of residential blocks rate their managing agent’s contractor management?
54% of directors of residential blocks rate their agents’ contractor management as poor, and a further 46% rate it as very poor, indicating a major gap in delivery
Contractor management is at an across-the-board low:
Contractor management is another important aspect of a block managing agent’s job. Whether the contractors are regular service providers, such as landscapers or cleaners, or are employed for specific work for occasional repairs or maintenance, they need to be approached for quotes, booked, paid a deposit if required, and dealt with when they arrive on-site. Their work also needs to be inspected before sign-off, and they need to be paid the balance or the full amount of what they’re owed.
Our audience’s online conversations reveal unsatisfactory experiences in this regard across the board. 54% rate their agent’s contractor management as poor, while the remaining 46% rate their agent’s contractor management as very poor. This emphasises the need for improved management on all levels.
Why are directors of residential blocks considering switching managing agents?
A lack of compliance knowledge is a major reason 50% of directors of residential blocks are considering switching managing agents, and somewhat of a reason for 21%, poor communication is a deciding factor for 12%, while high or unclear fees contribute to 5% of director’s decisions, 2% cite slow repairs or maintenance as a tipping point, and other reasons motivate a further 10% to make the switch
Reasons for switching vary:
Given their dissatisfaction with their managing agents, it’s understandable that everyone in our audience is considering switching agents. Taking a closer look at their reasons, we find that 50% say their agent’s lack of compliance knowledge is a major reason why they’re considering switching to another one. 21% have a similar complaint; however, they say this is only somewhat of a reason.
4% mention poor communication as a major reason, while this is somewhat a reason for 8%. Some directors of residential blocks mention other reasons, although these are either somewhat a reason (5%) or not really a reason (5%). High or unclear fees are somewhat a reason for 5%, while slow repairs and/or maintenance are a major reason for the remaining 2%.
These various complaints don’t necessarily mean our audience’s block managing agents are incompetent. The real reason they’re dropping the ball on compliance, communication, repairs, and maintenance may be that agents are overworked because their block management companies are understaffed. According to the Landlord Association, the majority of property management businesses in the UK are small, with around 81% employing four or fewer staff, while only 0.9% employ 50 or more.
How important is compliance expertise to directors of residential blocks?
64% of directors of residential blocks agree that a managing agent’s compliance expertise, such as knowledge about BSA, is somewhat important, and 36% feel that this expertise is very important
Compliance expertise is in demand:
For block managing agents, compliance is usually thought of in terms of BSA, FSO, and other legislation. However, it’s also a legal requirement in England for all property management companies to be members of a redress scheme. According to Lambeth Council, only two redress schemes are approved by the government, namely the Property Redress Scheme and the Property Ombudsman.
These schemes offer a free, independent service for resolving disputes between property management companies and landlords or tenants. Property management companies and their agents must cooperate with any investigations conducted by these schemes, and the decisions made by the schemes are binding on all parties. Agents who do not comply with this law can be fined up to £5,000.
Compliance gives a reason for change
If directors of residential blocks aren’t happy with their agent’s compliance expertise because their non-compliance is putting property and lives at risk, they don’t necessarily need to approach one of the schemes mentioned above. They also have the option of switching agents.
Given what we’ve seen so far, the question now is one of how important agents’ compliance expertise is to our audience. 64% indicate that it’s somewhat important, while 36% weigh in that it’s very important. Again, this is understandable, given the risks associated with non-compliance.
How long did the last block managing agent switch take for directors of residential blocks?
91% of directors of residential blocks took 3 to 6 months for their last managing agent switch, but 9% have never switched agents before, so they have no experience here
Most directors have had a switch-over period:
The time it takes to switch from one block managing agent to another varies depending on a range of factors. According to The Property Institute, one of the most influential aspects is the notice period and handover arrangements set out by the management agreement.
Residential building directors and managing agents need to agree on dates for the handover of documents, funds, and keys. Directors also need to consider the insurance arrangements after handover, who will notify contractors and suppliers, whether any contracts are specific to the current agent (as these may terminate on handover), the collection of outstanding arrears, and a timetable for handing over service charge money (which the agent should agree to).
For 91% of our audience, the last agent switch took between three and six months. This is likely because of the notice periods stipulated in their agreements. The remaining 9% have never switched block managing agents, so time periods don’t apply.
Did directors of residential blocks involve leaseholders in the decision to switch managing agents?
39% of directors of residential blocks never involve leaseholders in decisions to switch managing agents, 8% excluded them from these decisions only, 26% say they are usually involved but did not participate, and another 13% agree they are rarely involved; by comparison, 8% said leaseholders were fully involved, while 5% and 4% reported that leaseholders were fully involved because they are always or usually included in decision-making
Leashholders are not always involved in decision-making:
Leaseholders have three main options under UK law for removing their block’s managing agent. This includes exercising the right to manage, appointing a new managing agent, or challenging poor management. However, these decisions do not always involve the leaseholders’ input.
The majority of directors of residential blocks in our audience did not involve leaseholders in their decision to switch block managing agents. 18% indicate that, while leaseholders are always involved in various decisions, they weren’t involved in this one. 13% had a similar experience with leaseholders who are usually involved not participating in this decision.
This tells us that these residents may have complained to the director about various aspects of the agent’s management of their block enough for the director to know that switching agents was the only viable way forward. Another 13% say that leaseholders weren’t involved in the decision because they’re rarely involved in decision-making, while 39% explain that leaseholders in their block are never involved.
Understanding leaseholder involvement in agent selection
There’s nothing strange or untoward about the lack of leaseholder involvement, as they’re not automatically required to be involved in these decisions. Whether they’re involved depends on the management setup and lease structure. In situations where the freeholder (landlord) or a resident management company (RMC) holds the contract, they usually make the decision to switch agents.
In contrast, leaseholders at the blocks of 5% of our audience were fully involved in the decision, as they’re always involved in making decisions for the block. 4% posted online that the leaseholders at their blocks are usually involved in decision-making, and in this case, were fully involved. The remaining 8% weigh in that, even though leaseholders in their block are rarely involved, they were fully involved in the decision to switch agents.
How do directors of residential blocks use AI tools in block management?
77% of directors of residential blocks currently use AI tools to research new agents, 4% use them to monitor compliance updates, and 3% to review or analyse budgets, while 15% don’t use AI tools at all
AI use centres on one main use case:
Despite the rise of AI across almost every sector, directors of residential blocks are still making limited use of AI tools in block management. 77% use these tools solely for researching new agents, while 15% don’t use AI at all. In comparison, just 4% use AI tools for monitoring compliance updates, and the remaining 3% use them for reviewing or analysing budgets.
Whether researching new agents, monitoring compliance updates, or analysing or reviewing budgets, no one in our audience is taking full advantage of AI tools’ capabilities. In addition to these functions, AI can also support predictive maintenance and risk assessment, and handle tenant communications, such as using chatbots to answer tenant queries and service requests.
How open are directors of residential blocks to an AI-supported block managing agent?
68% of directors of residential blocks are very open to using an AI-supported managing agent, 10% are somewhat open, and 3% are neutral; however, 9% are hesitant about an AI agent, and 11% are not open to the idea at all
AI agents are not everyone’s choice:
Despite the many ways AI can support block management, not all directors of residential blocks are open to appointing an AI-supported agent. While 68% are very open to it, 11% aren’t open at all. 10% are somewhat open to a managing agent who is supported by AI, and 9% are hesitant to appoint an agent who uses this technology. The remaining 3% are neutral on this issue.
This slightly less than a third of our audience are either not open, somewhat open, or hesitant ties in with YouGov’s findings that only 18% of UK adults trust AI systems to make decisions or take actions, while 72% wouldn’t trust AI to act on their behalf without approval. The market research company also found that no business sector had a net positive trust score for AI use.
The bigger picture behind block management decisions
These statistics provide a fascinating look at the experiences of directors of residential blocks when switching block management agents. While many are satisfied with their current provider, the findings also highlight recurring themes around fee transparency, compliance management, and contractor oversight that continue to influence switching decisions.
The research suggests that directors place significant value on clear communication, reliable service delivery, and strong operational performance when evaluating managing agents.
As regulatory requirements continue to evolve and expectations grow, these factors are likely to remain central to how residential blocks assess and select their management partners.
Data and methodology
Sourced using Artios from an independent sample of 57,213 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.