Highs & Lows! Swings & Roundabouts

So, there was this block of flats of which some of the owners bought the freehold, and the directors decided it would be a good idea if they took care of the management. After all, the managing agents had been truly awful and how difficult could it be? So, for two years, the directors muddled through. But the service charges went up, they treated the accounts as corporate accounts rather than property accounts, the sinking fund was mixed up with freehold money – the list goes on, and I’m sure you get the picture anyway.

About 12 months ago the directors were falling out and bored and decided agents would be a good idea after all. During the past 10 months, we have valiantly strived to put right the wrongs, sort out their staffing problems with porters, and generally handle matters properly and professionally – again, you get the gist.

Well, the owners are delighted and say nice things, most of the directors are happy but some of those previously involved are not. The situation culminated with a series of abusive emails from the previous directors accusing us of reporting them to an authority because they received notification of their failure to do something!

All this has got me thinking. Perhaps we ought to have our own version of those posters in tube stations that warn of the consequences of attacking staff! Generally, if you provide good service, and are open and honest, customers are fine. But there are always a few who seem to spend their lives at the wrong end of the stick. However no one can argue against the fact that ranting, and taking your frustrations out on other people makes you feel better in the short term, so maybe they are just people like you and me!

Oh, by the way, at the other end of the scale, we received a totally unsolicited email from a buy-to-let owner enthusing with gratitude on what a good job we’re doing at a block that had suffered appalling neglect before we took over. And this from a block where I’m told absentee owners don’t care! So perhaps a little tender loving care does go a long way and is appreciated after all.

That’s what makes it all worthwhile!