Frequently Asked Questions

As QMS was only founded in July 2020 our customer base is relatively small. However, because we maintain a small customer base, we are able to be more agile and adaptive in responding to Leaseholder requirements, driving greater quality and value for money. QMS’s portfolio consists of 4 blocks:

• St. Bede’s House – 4 units
• Arlington Court – 6 units
• Empire Court – 14 units
• Load Street – 4 units
• Cardinal Way – 5 units

QMS have 2 directors that work full time in the day to day running of the business and are responsible for the quality and value each Leaseholder receives from every supplier and QMS.

We do not charge VAT at present, however, should QMS grow throughout the financial year to the point where we must add VAT to our management fees, we would adjust our fees proportionally to keep the fees the same for you. Please note, any services paid for that are applicable directly to the service charge may carry VAT.

Please refer to the Privacy Policy for any third party that QMS may work with.

Professional Indemnity = up to £50,000
Employers Liability = up to £10,000,000
Public Liability = up to £1,000,000

Reviewing work and ensuring quality is a QMS main directive. Hence a QMS representative visits an estate at least once a month, to coincide with contractor visits so that QMS can review performance and keep a presence.

QMS have payment terms of 30 days. Due to weekends and at time delays in which funds can take to clear accounts, we allow 7 days to receive payment.

On the 37th day as such, if no payment has been received, we make written and verbal contact to the lessee to remind them of their obligation to pay, when it was due, and agree a date in which they shall pay. QMS shall specify that if payment is not received within 14 days then we shall place an administration charge on them. At this point we shall also attempt to find a resolution and payment plan.

At the end of the 14-day period, if no resolution has been reached, the admin fee is added, and the Lessee has an additional 7 days in which to pay both the admin fee and their outstanding service charges.

If at the end of the final 7 days, the admin fee and the service charge is not paid, then we pass the debt on to a debt collection agency.

QMS manage planned maintenance by first building out a Statement of Work the RTM directors are happy with and then negotiating it with the QMS supplier base or whoever the directors may want to consider too. QMS then contract for the work and inspect on a monthly basis each contract that is put in place for a continued service and for individual one-off planned maintenance, check before and after the work is performed so the desired quality is met.

QMS also look to reduce costs by actively engaging the Residents of the estate to reduce call out fees and charges. For example, instead of tenants fly tipping large items and having to pay single callout charges, as councils collect 5 items at a time, QMS shall reach out to other residents to dispose of other large items to take advantage of the free pick-ups, thus preventing future fly tipping.

As a diligent and proactive managing agent QMS are responsible for not only looking after your building’s needs today, but also providing for its future requirements. This may come in the form of cyclical maintenance such as redecorations and carpet replacement, or lifecycle replacement of other major items such as lifts, window frames or roofs. As such, QMS create 5- and 10-year plans and get quotes for the work to be performed in order to get an accurate figure in which to plan the budgets against. The required budget is then split out over the years until the work is performed so that the reserve fund has enough time to increase in size.

QMS manage cash flow by invoicing for the Service Charge and for their management fees on a quarterly basis. Not only does quarterly invoicing allow for QMS to ensure the funds are available to pay for services, but it also allows for Leaseholders to manage their cashflow better. QMS actively go further to help Leaseholder’s cashflow if there are unexpected expenses.

i.e. Conduit Road, a block managed by QMS in August identified an unpaid invoice of c£800 and yet the service charge only had a balance of £200. QMS negotiated a payment plan with the supplier to spread the payments and held off the invoicing of their management fee to ensure the service charge remained in a positive balance.

Heron and Sovereigns Quay suffered from a managing company that would not be held accountable for their poor performance and charged excessive fees. Harvey Robjohn set up the HQSQRA, achieving >90% membership, which provided the basis for which RTM was achieved and FirstPort removed.

Arlington Court suffered from excessive management fees. The insurance and grounds maintenance were both costing £2,000 each year which QMS reduced to £485 and £750 respectively. By reducing costs and staggering cash flow and payment plans, the service charge reduced in half for the Leaseholders.

Our service charges are held in secure ring-fenced client account, any interest earned is kept in the same client account.

Yes we do, as well as Half Yearly and Quarterly payments. Leaseholders can pay the fees online in addition to the bank through cheque.

QMS shall communicate to Leaseholders and Residents with the use of letters and emails for general day to day messages, invoices or formal notifications. Further to this QMS offer quarterly zoom meetings where we can review feedback and issues residents are facing that we may not be aware of.

QMS deal with anti-social behaviour the same way the police deal with crime, using the three sides of the crime triangle, Environment, Perpetrators, Victims.

For example Fly tipping – The QMS approach would be to do the following: Environment – Put cameras in place to increase security and remove the blackout zones for fly tipping, also create Neighbourhood Watch reach out process where the residents are notified about large item collection disposals on a monthly basis to which all can contribute £5; Perpetrators – With the use of cameras, identify and attribute the large item disposal charges to Tenant’s Landlord; Victims – Include in Grounds Maintenance contract for the contractors to prepare the bins prior to each collection day.

QMS have not had to deal with any complaints due to the continued level of services provided. However, QMS have installed a complaints procedure should a Leaseholder feel the need to escalate management issues. The complaints process consists of a 3-tiered system.

Complaint reviewed with Property Manager – at this stage we review what has been performed so far, what needs to be done to rectify the situation, how we can improve so the situation does not reoccur.

Complaint reviewed with Director – Again a similar step as with the first one however the issue is escalated internally for a resolution to be found if one is not during the first stage of the complaint procedure.

Complaint escalated to the Property Redress Scheme – If we are unable to resolve the complaint internally then we shall provide you with the contact details for the Property Redress Scheme.

QMS follow a similar process to the collection of outstanding service charges in arrears when dealing with a Lessee who has breached their lease.

Contact the Lessee and inform them of the lease and their obligations. If no action is taken within the next 14 days to rectify the situation,

Send written direction for the Lessee to rectify the situation within 14 days or action would be taken to enforce the lease. If no action is taken within the next 14 days to rectify the situation,

Apply to the First Tier Tribunal for confirmation of the Lease of breach and their confirmation and direction on the Lessee to rectify the breach.

QMS shall communicate with the RTM Companies by 4 methods

1. WhatsApp Group – Day-to-Day communications and quick response
2. Email – Formal instructions and provision of SoWs/ tenders for review
3. Quarterly Meetings – Review budgets, feedback and improvements.
4. Phone calls, Letters, and the Property Management Website – Resident