Questions about managing a property?

Northgate House RTM Company Limited provides practical management support for residential property and shared building areas.

This can include coordinating maintenance and repairs, overseeing communal areas, arranging contractor communication, maintaining relevant property information and handling day-to-day management matters within the agreed scope.

Enquiries may be made by property owners, leaseholders, resident associations, resident management arrangements and other persons with an appropriate interest in the relevant property.

Where an enquiry concerns a property already subject to a management arrangement, we may need to confirm the person’s connection with the property before discussing information relating to it.

Depending on the agreed scope, support can cover residential building management, maintenance coordination, contractor coordination, communal area management review, building maintenance action planning and property management administration.

The precise scope is confirmed before a service begins so that the work relates to the particular property and requirement.

Yes. Where maintenance coordination forms part of the agreed scope, we can review the reported matter, clarify available information, communicate with relevant parties, coordinate contractor contact where appropriate and maintain a record of agreed actions.

The service does not automatically include specialist technical, construction or professional advice unless that responsibility has been specifically agreed.

Contractor coordination can form part of the agreed service. This may include communicating the work requirement, sharing relevant access information, arranging attendance where appropriate and following up on the status of the agreed work.

Contractor availability, attendance times and completion dates can depend on the contractor and the nature of the work. Any such external timing is therefore treated separately from Northgate House’s own administrative timeframe.

Timeframes depend on the service selected and the information required.

These are typical service timeframes rather than guaranteed completion dates. If additional information, third-party communication or contractor attendance is required, the practical timeframe may be different.

The deliverable depends on the service selected. It may include a written management summary, maintenance action summary, contractor coordination record, communal area review, digital action plan, correspondence summary or other agreed digital documentation.

The expected deliverable is identified before the relevant work begins.

The requirement is first reviewed so that the relevant property, matter, scope and information requirements can be understood.

Before work starts, the relevant service scope, expected deliverable and typical timeframe are confirmed. Where further information is needed, this will be requested before the work is progressed.

Cancellation arrangements depend on the type of agreement and whether statutory consumer cancellation rights apply.

Where the applicable consumer cancellation rules provide a 14-calendar-day cancellation period for a distance or off-premises service contract, the cancellation right will be handled in accordance with those rules.

If a consumer expressly asks for a service to begin during that 14-day period, an amount may be payable for the proportion of the service supplied before cancellation, where permitted by the applicable rules.

Certain contracts and circumstances are subject to statutory exceptions. The applicable cancellation arrangement will therefore depend on the contract and circumstances.

Where a refund is required under the applicable contract or law, it will be processed using the applicable refund method and within the relevant legal or contractual timeframe.

For consumer distance or off-premises contracts subject to the statutory cancellation provisions, reimbursement is generally required without undue delay and normally no later than 14 days after the relevant cancellation event, subject to the rules applicable to the particular service or contract.

Where a service has already been supplied following an express request for early performance, any amount properly due for the service supplied may be taken into account where permitted by law.

Please contact us with the relevant property details, the matter concerned and the outcome you are seeking.

We will review the information provided and respond through the complaints process applicable to the service and management arrangement.

Where additional information is required to understand the matter, we may ask for it before completing the review.

Information is handled in accordance with the company’s Privacy Policy and applicable data protection requirements. We only request information relevant to the enquiry, property matter or agreed service.

Where an individual makes a valid data protection rights request, the applicable statutory response period will apply. A subject access request is generally responded to within one calendar month, although applicable rules allow an extension of up to two additional months for complex requests or multiple requests where the required conditions are met.

Longer-term residential building management can be considered where the property, responsibilities and management requirements are suitable.

The appropriate arrangement depends on the building, communal areas, maintenance requirements, contractor arrangements, resident communication and responsibilities to be undertaken.

Please contact us so that the property and required management arrangements can be discussed before any ongoing service is agreed.

Where available, it is helpful to provide the property or development name, property location, the nature of the matter, relevant dates, any existing contractor information and a clear description of what needs attention.

You do not need to provide information that is unrelated to the enquiry. If further information is necessary, we will explain what is required.