Frequently Asked Questions

  • Our office is in Durham city centre, allowing us to manage properties across the Northeast and North Yorkshire.

  • NIAM Property oversees all aspects of managing your residential building, estate, or block. Our responsibilities include:

    • Collecting and managing service charges and ground rent.

    • Setting and reviewing service charge budgets.

    • Testing and maintaining critical safety systems, such as fire alarms.

    • Servicing shared infrastructure, including lifts.

    • Keeping communal areas clean and well-maintained.

    • Arranging necessary building maintenance and repairs.

    • Organizing suitable insurance coverage.

    • Conducting risk assessments.

    • Managing any employed on-site staff.

    • Ensuring proper waste collection.

    • Handling emergencies as they arise.

    • Communicating with residents and coordinating stakeholder meetings.

    • Managing qualifying and major repair works.

    • Fulfilling company secretarial duties.

  • We oversee and coordinate all services as outlined in your residential management agreement. Some tasks are handled in-house, while others are outsourced to trusted service providers.

  • Fees are set based on the specific requirements of each property. Generally, larger properties incur higher fees. We review fees annually. Some services fall outside our standard management fee and may incur additional charges, either to individual leaseholders or through the service charge, depending on the nature of the service. Our goal is to provide the best value for our clients.

  • We are members of Client Money Protect, ensuring that all service charges and sinking funds are securely held in a protected bank account.

  • A sinking fund is separate from the service charge and is reserved for major one-time expenses, such as roof repairs or significant capital projects. Contributions are usually collected alongside the service charge and held in trust. Planned maintenance schedules help determine the necessary contributions from leaseholders.

  • Service Charge: A contribution from leaseholders to cover the costs of maintaining the building, ensuring safety, and providing essential services. An annual report details how the funds have been spent. If there’s a shortfall, leaseholders may be required to contribute more. We work to ensure value for money while delivering services as per the lease and management agreement.

    Ground Rent: A fixed amount paid annually to the landlord/freeholder for the land on which the property stands and access to communal areas. Not all leases include ground rent, and some may only require a nominal "peppercorn" rent. Leases granted after 30 June 2022 do not include ground rent.

  • Your lease agreement will specify responsibilities, but generally, leaseholders are responsible for everything inside their flat. Front doors that serve as fire doors may fall under the landlord’s or management company’s responsibility due to safety regulations. If you’re unsure about your lease terms, contact us for clarification.

  • You should have received a copy from your solicitor when you purchased the property. Alternatively, you can obtain one from your landlord, mortgage lender (if applicable), or the Land Registry. We request copies of all leases when onboarding a property.

  • Changing managing agents depends on your lease terms and who is responsible for block management. This could be the landlord (freeholder), a Resident Management Company, or a Right to Manage Company. If your block has a recognised Tenants Association, they must be consulted before any change is made. If you’re unsure about your governance structure, feel free to contact us for guidance. We can advise on the best course of action if you wish to switch managing agents. Most contracts last 12 months or less and should be reviewed regularly.

  • If you’re struggling with payments, please contact us to discuss possible solutions. While we are obligated to collect service charges on behalf of the management company or landlord, we are happy to explore options that may help you avoid additional costs like legal or debt recovery fees. However, we cannot reduce or waive payments. Failure to pay service charges or ground rent may constitute a breach of your lease.

  • Leaseholders paying variable service charges must be consulted before a landlord undertakes significant works or long-term service agreements.

    Qualifying Works: Repairs, maintenance, or improvements costing any individual leaseholder more than £250 (including VAT).

    Qualifying Long-Term Agreements: Contracts lasting over 12 months, with costs exceeding £100 per leaseholder (including VAT).

  • We do not directly employ on-site staff, but we make regular visits to properties and handle emergencies. Larger properties may have staff, such as concierges, employed by the management company.

  • Call 0330 789 0962. In some larger properties, we arrange out-of-hours emergency services, and leaseholders receive the relevant contact details.

  • Andrew is an Associate of The Property Institute, and NIAM Property has applied for company membership of The Property Institute.

  • Yes, we are members of The Property Redress Scheme for Residential Leasehold Management. Complaints must first go through our internal Complaints Policy before being escalated to this scheme.

  • If you have concerns, please contact our office, and we will work to resolve them. If you are still not satisfied, follow our Complaints Policy.