In the world of property management, few relationships are as crucial as the one between leaseholders and freeholders. Both parties share the same goal: to protect, maintain and add value to their building. Yet, in practice, communication breakdowns and differing expectations can sometimes turn this shared goal into a source of tension.
That’s where a great managing agent makes all the difference.
At Presence & Co., we believe in building trust, fostering communication and creating harmony between everyone involved.
Understanding Both Sides
The relationship between leaseholders and free holders can be complex, because each has different priorities.
– Freeholders are often focused on the long-term value and compliance of the building.
– Leaseholders want transparency, fair service charges and confidence their home is being looked after properly.
A skilled managing agent understands both perspectives and bridges that gap with professionalism, clarity and empathy.
Communication Is the Key
Communication is the key to great management. When an issue arises, whether it might be a leak, insurance claim or a query about budgets, frustration usually comes from not being heard. A great managing agent ensures that everyone feels informed and listened to.
At Presence & Co., our approach is simple. We keep conversations open and communicate in a way that’s transparent and human, providing updates, explaining processes and ensuring everyone know what’s happening and why.
Transparency Builds Trust
Trust is the foundation of every successful management relationship. That means clarity around finances, decision making and responsibilities.
From service charge budgets to planned works, transparency prevents misunderstandings and builds long term confidence.
At Presence & Co., we take these things so seriously. Making sure our clients have access to information, understand where their money is being spent ad feel comfortable asking questions. There is no such thing as “too much information” when it comes to someone’s home.
Resolving Issues Before They Escalate
A great managing agent doesn’t wait for problems to become crises. Its about being proactive and ready for anything.
That might mean spotting potential safety or maintenance issues before they turn into costly repairs or stepping in early when communication might start to slip between parties.
Our team prides itself on early intervention and practical solutions. By coordinating work efficiently, arranging fire safety assessments and narrowing down complex lease terms, we can ensure that we are organised and working to prevent any future issues. We act as a neutral but committed partner, ensuring fairness and understanding on all sides.
Empathy Matters
While property management is full of technical detail, from compliance certificates to contractor schedules, it’s also deeply personal. These are people’s homes.
At Presence & Co., we never lose sight of the human side. We know that a service charge query can be stressful, a leak disruptive, and a lack of communication frustrating. Our goal is to take that stress away, not add to it.
That’s the difference between a good managing agent and a great one.
Our portfolio spans a range of residential and mixed-use developments across the South East, but our approach remains the same:
· Clear, consistent communication
· Transparency in financial reporting
· A proactive attitude to maintenance and compliance
· A people-first mindset
By staying connected with both leaseholders and freeholders, we bridge the gap that too often causes conflict or confusion. We believe that strong management creates strong communities, and that’s what we strive for in every project we take on.
Why It Is Important
A managing agent’s true value is not measured by how many buildings they manage, it’s measured by the relationships they build within them.
Bridging the gap between leaseholders and freeholders is about communication, empathy and integrity. When done right, it creates smoother operations, happier residents and a stronger sense of trust all around.
At Presence & Co., we are proud to play that role bringing people, buildings and communities together through great management.
