FAQ's

 

What Trinity does and why the need for a Management Company/Agent?

All apartment buildings and increasingly more housing developments have communal areas and assets that are shared and need looking after collectively. Blocks of apartments require maintenance of their structure, external fabric, internal communal areas, communal gardens, private roadways and shared equipment such as electronic gates and lifts etc. In the case of housing developments, there can be shared private grounds, private roads, drainage and security systems that need looking after collectively.

If communal areas and assets are not maintained properly, then a development can quickly deteriorate affecting your home environment, its attractiveness to future purchasers and ultimately property values.

As a managing agent Trinity's responsibility is to maintain communal areas and assets, as set out in the terms of your lease or deeds. Trinity administer a service charge or rent charge to owners in order to pay for the costs of maintaining the communal areas and assets. The proportion of service charge or rent charge that you pay is laid out in your lease or transfer document.

It is possible for management responsibilities to be carried out by owners but this can prove problematic, onerous and cause ill feeling between owners especially if either party takes the other to court for non compliance of procedure.

The management of a property requires adherence to Property and Health and Safety legislation, the arrangement of maintenance contracts, the payment of contractor invoices, the handling, accounting and collection of service charge monies and sometimes ground rent. For these reasons most apartment buildings and communal areas to housing estates are managed by professional managing agents such as Trinity.

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How often does Trinity inspect my development?

Estate Managers will visit your development on a regular cycle, usually every eight weeks and more often if there are important matters to be dealt with. During these visits a full building inspection will take place to check that the maintenance services, such as landscape maintenance and cleaning, together with any repairs have been carried out properly. Maintenance issues requiring attention will also be identified.

Other staff such as Building Surveyors will also visit your estate to carry out health and safety inspections and deal with more complex building issues.

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Are there any checks to ensure Trinity are doing things properly?

Trinity is proud of its aim to deliver a high quality management service in line with recognised best practice.

Trinity is a member of the Association of Residential Managing Agents (ARMA) which sets a Code of Practice for property managers. Trinity also complies with the Royal Institute of Chartered Surveyors (RICS) Code of Practice for residential property.

There is an extensive body of legislation concerning the management of leasehold property and accounting for service charges to which Trinity adhere. This legislation lays down requirements for how service charge is kept, collected and accounted for. Legislation also dictates the reasonableness of service charges, information that has to be provided with service charge demands and, consultation procedures that have to be followed prior to the commencement of major works.

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What do I do if I want to complain?

Trinity aims to provide an efficient and effective management service.

If you are dissatisfied with the way in which we are dealing with something, then in the first instance please ensure that you have raised your concern with Trinity preferably in writing by e-mail or letter.

If you continue to be dissatisfied, you should write to the Regional Estate Manager or Senior Estate Accountant, depending on the nature of your complaint, who will investigate the problem and ensure that you are advised of the action that we are taking. We aim to respond to complaints or advise you of the likely timescale within 10 working days.

If you continue to be dissatisfied you should write to the Customer Services Manager whose role includes intervening across Trinity to resolve significant customer service issues. The Customer Service Manager will ensure that we have given a correct and timely response to the complaint.

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