Compare our services: at a glance
| Service Level Agreement |
Block Care 200 |
Block Care 500 |
Block Care 1000 |
Service Level |
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from £525 per annum |
from £1,500 per annum |
min £5,000 per annum |
Block Care 500 suits investor Freeholders, non trading RMC's |
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| Service charge and reserve fund collection | ||||
| Draft service charge budget circulated to Client |
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within 4 weeks of end of service charge year. For Block Care 200 if you don’t upload a budget we will apply a 10% increase to last years. |
| Issue demands |
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within 21 days prior to demand date (if budget approved in time) |
| On-line budget calculator & reserves fund estimator |
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| Reserve fund : Annual reserve plan review |
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Reserves plan is benchmarked to the lease and posted on the Client web area |
| 5 payment methods: Cash, Cheque, Direct Debit, Internet Banking, Credit Card |
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| Insurance | ||||
| Competitive insurance - Up to 20% off with our block policy |
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| Insurance claims - common parts |
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Common parts claims, 3 months, subject to loss adjusters delays |
| Insurance claims - owners |
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Ringley facilitates claims, owner to provide insurer information/quotes as required |
| Insurance : Processing with NHBC/Zurich/New Build claims |
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Common parts claims, 3 months, subject to loss adjusters delays |
| Service Level Agreement |
Block Care 200 |
Block Care 500 |
Block Care 1000 |
Service Level |
| Communication with client | ||||
| Dedicated Property Manager/ Property Administrator |
on-line support |
*Administrator/ Manager |
Manager |
* Administrator for blocks of 10 or less units under strategic guidance of Manager |
| Escalation channel |
refer to Site Directors |
Service & Ops Manager |
Group Property Director |
Escalation channel advised on every email footer. Quality tracking system to ensure closure on difficult issues. |
| Direct dial to team |
refer to Site Directors |
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simultaneously rings min 3 phones |
| Directors minutes distribution |
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Draft typed direct onto Client web area within 3-5 days of holding meeting |
| Directors minutes issued |
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Estate Managers targeted via performance related pay to action within 1 month of meeting |
| Client/Director level queries by phone |
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A team member should be available, calls can be put through to mobile or 24 hours for call back |
| Client/Director level queries by email |
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72 hours set in ISO9000 Quality Manual QP15 |
| Client/Director level queries by fax |
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48 hours set in ISO9000 Quality Manual QP15 |
| Client/Director level queries by letter |
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5 working days set in ISO9000 Quality Manual QP15 |
| Meetings : webcam attendance facilitated for members |
extra |
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extra meetings are possible but add to base fee, at Block Care 200 all meetings are chargeable |
| Meetings attended |
extra |
* 1 per year |
* 2 per year |
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| Teleconferencing facilities in-between meetings |
extra |
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| FREE use of Boardroom |
extra |
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Board room hire charge £50 per hour |
| Communication with owners/leaseholders | ||||
| Dedicated Property Manager/ Property Administrator |
on-line support |
*Administrator/ Manager |
Manager |
* Administrator for blocks of 10 or less units under strategic guidance of Manager |
| Escalation channel |
refer to Site Directors |
Service & Ops Manager |
Group Property Director |
Escalation channel advised on every email footer. Quality tracking system to ensure closure on difficult issues. |
| Service Level Agreement |
Block Care 200 |
Block Care 500 |
Block Care 1000 |
Service Level |
| Direct dial to team |
refer to Site Directors |
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simultaneously rings min 3 phones |
| Residents/AGM minutes distribution |
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Draft typed direct onto Client web area within 3-5 days of holding meeting |
| AGM minutes issued |
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Estate Managers targeted via performance related pay to action within 1 month of meeting |
| Owner/Leaseholder level queries by phone |
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A team member should be available, calls can be put through to mobile or 24 hours for callback |
| Owner/Leaseholder level queries by email |
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72 hours set in ISO9000 Quality Manual QP15 |
| Owner/Leaseholder level queries by fax |
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48 hours set in ISO9000 Quality Manual QP15 |
| Owner/Leaseholder level queries by letter |
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5 working days set in ISO9000 Quality Manual QP15 |
| Pre-sales legal packs |
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premium same day service, else 5 working days |
| Leaseholder Newsletters |
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half yearly |
with demand run |
Half yearly or for Block Care 1000 with every demand run |
| Company Secretarial Service |
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| Full Company Secretarial service |
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| Run your company, deal with companies house. |
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| Administer ownership registers, transfer/issue share certificates etc. |
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| Arrange meetings, proxy forms, take minutes |
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| Structural changes to M & A, eg; lease extensions… |
extra |
extra |
extra |
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| Repairs & maintenance | ||||
| 24/7 telephone response on emergencies |
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via night service on 0207 428 2056 as advertised on main switchboard number |
| Common parts inspections |
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As contracted according to fee |
| Emergency works arranged |
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Target cause of emergency solved within 24 hours |
| Service Level Agreement |
Block Care 200 |
Block Care 500 |
Block Care 1000 |
Service Level |
| Reactive repairs & maintenance |
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80% of Purchase Orders signed off within 5 working days set in ISO9000 Quality Manual QP15 |
| Contract works : cleaning & gardening |
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reviewed on next site visit. Site visit dicatated and available on Client web area within 3-5 days of visit |
| Site Visits actioned & closed |
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Estate Managers targeted via performance related pay to action within 1 month of site visit |
| More than 1 quotations for works over £500 (unless emergency**) |
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1 quotation unless fee allows |
| More than 1 quotation for works over £1,000 (unless emergency**) |
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2 quotation for works over £1,000 |
| No. Quotations for works over Section 20 threshold (unless LVT dispensation granted**) |
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3 quotation for works over Section 20 Consultation Limits |
| Issues log |
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In 2008 this will be going on line on the Client web area. Estate Manager to update weekly. |
| Development of routine maintenance schedule |
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coming to Client web area in 2008 contractor attendance days for routine gardening etc… |
| Maintenance of specialist plant (lifts, pumping stations, communal heating, air-conditioning, water filtration) |
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| Arranging quotations & works for large renewals/repairs > £5,000 |
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extra |
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| Budget monitoring, quarterly reporting & cash management |
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| Daily expenditure listing |
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see cheques/payments made on the Client web area (24 hour delay from actual posting) |
| Quarterly budget report |
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Quarterly Client newsletter & links to budget: variance report issued 1 month after quarter end (Apr, Jul, Oct, Jan). BUT on the Client web area the budget: variance report is available (24 hour delay from actual posting) 365 days a year |
| Service charge surpluses |
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Credited to the owners when the Client has agreed the accounts, unless the Client instructs a transfer to reserves |
| Service Level Agreement |
Block Care 200 |
Block Care 500 |
Block Care 1000 |
Service Level |
| Service charge deficits |
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Charged to the owners when the Client has agreed the accounts |
| Own bank account + FREE BANKING |
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Copy bank statement direct to 1 Director/Client if required |
| RICS protection scheme to protect Client funds |
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RICS Client Money Protection Scheme invalidated if Client/Director wants to be a 2nd signatory |
| Expenditure limit (excluding utility, insurance & Ringley fees**) |
Client instructs works & instructs payment via web |
£1,000 ** |
£2,000 ** |
£1,000 inappropriate for larger Block Care 1000 Clients & for Block Care 200 the Client authorises every expenditure item on line as this is an administered service not full management |
| Copy invoices available for inspection |
Client holds invoices |
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In 2008 contractors e-business is being launched meaning many copy invoices will be on the Client web area, copy & time charge applies for posting copy invoices to Client |
| Accounting to multiple service charge schedules |
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For blocks/estates where more than one service charge fund is maintained (e.g. "day-to-day fund" and "pond maintenance fund"). |
| Systematic arrears collection |
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| Demand, polite reminder, final notice |
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| Letter before action |
debited to debtor |
debited to debtor |
debited to debtor |
Generated when debt is 45 days old. |
| Court/LVT action on debts |
debited to debtor |
debited to debtor |
debited to debtor |
If when arrears are more than £75. |
| Access to in house litigation & in-house Solicitor |
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Action funded by Freeholder/Client Company but
added to owners debt |
| On-line litigation update |
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Coming in 2008, date court action started, current stage, next stage, email Legal Caseworker |
| Financial Accounts |
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| Accounts : monthly management accounts |
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extra charge |
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| Service Level Agreement |
Block Care 200 |
Block Care 500 |
Block Care 1000 |
Service Level |
| Year end accounts : Dormant Company Accounts |
£50 + Vat |
£50 + Vat |
£50 + Vat |
Dormant company accounts if no ground rent is collected, no income (apart from service charge received) all money is held in a Ringley Client Account and no disposals/acquisition of assets |
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Year end accounts : Service Charge Accounts (provide information / liaise with accountant) |
panel accountant |
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panel or nominated accountant |
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Year end accounts : Trading Company Accounts (provide information / liaise with accountant) |
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Your company will probably be trading if you collect ground rent and/or own the Freehold |
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Year end accounts : Corporation Tax Returns (provide information / liaise with accountant) |
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| Year end accounts : request tax return exemptions |
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| Management of Staff |
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| Employed Staff : Management of employed staff |
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| Employed Staff : Dealing with recruitment, HR policy |
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| Employed Staff : Payroll administrated & amounts advised to external payroll accountant |
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| Employed Staff : Documented appraisals |
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Block management blueprint |
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This individually tailored manual gathers
essential information and helps our blocks/estates
run as smoothly as possible.
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extra |
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| Service Level Agreement |
Block Care 200 |
Block Care 500 |
Block Care 1000 |
Service Level |
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| Engineering, Legal, Valuation advice |
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| Professional Advice : access to advice on Lease Extension / Freehold Enfranchisement matters / Selling Shares in Freehold |
extra |
extra |
extra |
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| Professional Advice : access to Building Engineering advice |
extra |
extra |
extra |
