Property management

Communication comes in many forms and we have very strict requirements under our quality control accreditation (ISO 9002) in how we deal with emails, telphone calls and letters. However, that communication also extends into how we communicate to our clients in accounting for expenditure at their building and how residents' associations and clients can communicate with their fellow residents. To the left of this screen you will see the client log in. The lessee's notice board allows associations and management companies, and freeholders to place notices on our Website to be viewed by the residents. This can include Section 20 Notices, minutes of meetings as well as newsletters. If you click the log in "on line accounts" then this will provide the client, be it a residential management company or a freeholder, access to the building's accounts detailing expenditure, arrears and balance held.

We use our best endeavours to provide the highest standards of property management available, complemented by the best surveying and accounting expertise. Our continued investment in computer technology ensure we are able to produce accurate and comprehensive data without delay.

The following is a schedule of management services, all of which are included in the management fee:

1. Collection of ground rents (if applicable), insurance premiums and service charges, in accordance with the terms of the leases, and the agreed annual service charge estimate.
2. Service charge funds are required to be held in trust, in accordance with current legislation and RICS regulations. These funds would be held by Douglas and Gordon in a specially designated client account on which interest is earned and credited to the service charge fund. Similarly, specially designated reserve funds are set up, on which interest is earned and credited to the fund.
3. The authorisation of invoices and payments for approved expenditure eg, porterage, cleaning, insurance and repairs.
4. The preparation of the annual service charge account (excluding Company Secretary work), arranging for the audit, and dealing with all queries raised by the auditors. If the account indicates an additional charge or a refund due to the lesses, when compared with the annual service charge budget, we arrange for the individual calculations of either the excess or the refund, and forward details to the lessees.
5. The preparation of quarterly property management client statements.
6. The provision surveying services for 'major' works at an overall cost of 12.5% of contract value plus VAT.
7. Weekly visits to the property to carry out surgeries on the same day each week. We welcome the opportunity to attend Directors' meetings and to meet regularly so that any problems can be dealt with quickly and efficiently.
8. Weekly reports from the Head Porter via our standard report sheets.
9. Attendance at Management Company or Residents Association meetings, which can include taking and distributing Minutes (our of normal business hours).
10. Attendance by the management surveyor at any annual meeting.
11. The recruitment of porterage and cleaning staff (if appropriate) on behalf of the client (not inclusive of agency fees).
12. The employment of porterage and other staff on behalf of the client. Our Human Resources Department deals with all queries relating to wages, PAYE and National Insurance. They will also handle disciplinary matters, the National Minimum Wage and ensuring that all legislation is complied with.
13. Maintaining comprehensive computer records relating to each leaseholder, including the lease expiry date, whether interest is payable on late payments of service charge etc.
14. Ensuring residents comply with the terms of their lease and dealing with statutory requirements.
15. Ensuring that all maintenance contracts are properly set up in the name of the client, and regularly reviewing and seeking competitive tenders.
16. Dealing with day-to-day enquiries from all relevant parties regarding management matters. (Where we deal with assignments, replying to Enquiries before Contract and copying service charge information, insurance policies etc., we charge a fee which is at present £250 plus VAT, payable by the vendor).
17. We operate a substantial block insurance policy through our brokers Eggar Forrester. We would welcome the opportunity to quote for the renewal of your insurances on their expiry.
18. Ensuring compliance with current Health and Safety Legislation to include water testing, lift testing, electrical testing and compliance with the latest gas regulations.
19. We carry out regular reviews of all services provided, where we believe savings can be made without affecting the service provision. Our retained consultants advise on the best tariff and you would be entitled to benefit from Douglas and Gordon's buying power in this regard.

With Douglas and Gordon you will never have to deal with a call centre. Should you ring our out of hours' emergency number, you will be answered by an on-call property manager who will have the experience and knowledge to be able to deal with the particular problem. This service operates 24/7 and 365 days a year.

Property Management cannot be carried out from the office alone. It is vital that the property manager visits your property on a regular basis. This may be on a weekly basis, for larger buildings or monthly for the smaller. We regard these visits as surgeries and we aim to visit the property on the same day each week or month thus enabling residents to plan ahead for the visit. We frequently encounter the comment on assuming new managements that "we have never seen our property manager and we are not even sure that he/she exists." You won't get that feeling from us.

Douglas and Gordon do not have a building surveying department by choice. However, we retain a panel of practices and we try and choose the most appropriate practice for the project proposed. Certain practices specialise more in conservation projects or of a size which can require various disciplines. Other practices are more suited to modern developments or perhaps more architecturally interesting work.

In addition, we retain a full range of consultants specialising in lifts, boilers, mechanical and engineering, asbestos removal and other distinctive trades.

If you wish us to visit your property with a view to quoting, please contact pflynn@dng.co.uk to arrange a mutually convenient appointment. We look forward to hearing from you.

We use the Royal Institution of Chartered Surveyors standard form of management agreement. For more details, contact Patrick Flynn, Associate Director New Business Development, Douglas & Gordon, 67/68 Warwick Sq, London SW1V 2AR