What to Do When Your Building Manager Won’t Listen: The Power of Collective Complaints

Building managers—whether property management companies or freeholder-appointed agents—are responsible for maintaining communal areas, managing service charges, and ensuring smooth operations. However, when complaints are ignored, maintenance is neglected, or unjustified charges are imposed, leaseholders and residents can feel powerless.

Why Collective Complaints Work

When individual concerns are dismissed, collective action is often the best way to hold building managers accountable. A united group of leaseholders or tenants can:

• Apply Greater Pressure – A group complaint signals widespread issues rather than isolated incidents.
• Challenge Service Charges – Property managers rely on service fees; a collective challenge demands transparency.
• Strengthen Legal Standing – Regulatory bodies and tribunals take group complaints more seriously.

According to the Leasehold Advisory Service (LEASE), leaseholders have legal rights to challenge poor management, but many are unaware of how to escalate complaints effectively.

Common Issues with Building Management

• Excessive Service Charges – Sudden increases with little to no breakdown.
• Neglected Maintenance – Ongoing issues with lifts, heating, or communal areas.
• Lack of Transparency – Unclear financial records and vague contract details.
• Unfair Major Works Costs – Expensive refurbishments imposed without consultation.

A Competition and Markets Authority (CMA) report found that leaseholders frequently experience poor service, excessive charges, and limited management options, leading to both financial strain and frustration.

Case Study: Leaseholders Take Action Against Poor Management

Across the UK, disputes over high service charges and lack of transparency are common. While some past cases have been removed from official sources (often due to property resale concerns), leaseholder groups on Facebook remain a crucial platform for discussions and collective action.

A March 2025 Guardian report highlights leaseholders facing £8,000+ annual service charges who took legal action after years of unresolved issues, including:

• Delayed Repairs – Residents endured months without heating or working lifts.
• Hidden Costs – Sudden service charge hikes with no financial justification.
• Ignored Complaints – Emails and calls were repeatedly left unanswered.

How Residents Fought Back

• Formed a Leaseholder Group – Created WhatsApp groups and shared complaint trackers.
• Demanded Financial Transparency – Officially requested service charge breakdowns.
• Involved Local Media – News coverage increased pressure on the management company.
• Took Legal Action – Brought their case to a First-tier Tribunal (Property Chamber), successfully reducing some charges.

How to Escalate a Complaint Against Your Building Manager

1. Follow the Internal Complaints Process – Submit a formal written complaint outlining your concerns.
2. Request Financial Transparency – Leaseholders have the legal right to access:
   • Service charge accounts.
   • Third-party contracts (e.g., cleaning, security).
   • Justifications for major works costs.
3. Escalate to a Redress Scheme – Managing agents must be registered with a redress scheme. If ignored, escalate to:
   • The Property Ombudsman (TPO)
   • The Housing Ombudsman
   • The Property Redress Scheme (PRS)
4. Challenge Unfair Charges in a Tribunal – Leaseholders can dispute excessive service charges through a First-tier Tribunal.
5. Consider the Right to Manage (RTM) – If dissatisfied, leaseholders may be eligible to take over management through an RTM application.
6. Organise a Collective Complaint – Strength in numbers can make all the difference:
   • Set up a Residents Space to enable communications across leaseholders, and other residents
   • Gather complaints in a shared document.
   • Submit a joint complaint to management and relevant legal authorities.

Next Steps

Building managers often respond only when faced with collective pressure, legal action, or media attention. If you’re dealing with unfair service charges or poor management, don’t go it alone—organise, escalate, and take control.

If your building doesn’t already have a centralised space for residents to discuss issues, consider setting up a dedicated online hub. Platforms like ResiHub provide a free space for leaseholders to track complaints, share updates, and collaborate on solutions—all in one place. It’s a simple way to stay informed, coordinate action, and ensure transparency in your building’s management.

Would you like to connect with other leaseholders in your building to take action? Start by forming a discussion group, exploring your legal options, and making use of tools that help residents stay organised.