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Service Level Agreement |
Block Care
200
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Block Care
500 |
Block Care
1000 |
Service Level
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from £525 per annum
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from £1,500
per annum
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min £5,000 per annum
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Block Care 500 suits investor Freeholders, non trading RMC's
Block Care 1000 suits leases with arrears billing, trading companies & sites with complex service charge schedules
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| Service charge
and reserve fund collection |
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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.
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Issue demands |
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within 21 days prior to demand date (if budget
approved in time)
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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
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5 payment methods: Cash, Cheque, Direct Debit,
Internet Banking, Credit Card |
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Insurance
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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 |
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Insurance claims - owners
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Ringley facilitates claims, owner to provide
insurer information/quotes as required
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Insurance : Processing with NHBC/Zurich/New
Build claims
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Common parts claims, 3 months, subject to loss
adjusters delays
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Communication with client
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Dedicated Property Manager/ Property Administrator
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on-line support |
*Administrator/
Manager |
Manager |
* Administrator for blocks of 10 or less units under
strategic guidance of Manager
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Escalation channel
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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.
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Direct dial to team
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refer to Site Directors |
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simultaneously rings min 3 phones
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Directors minutes distribution
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Draft typed direct onto Client web area within
3-5 days of holding meeting
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Directors minutes issued
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Estate Managers targeted via performance related
pay to action within 1 month of meeting |
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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
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Client/Director level queries by email |
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72 hours set in ISO9000 Quality Manual QP15
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Client/Director level queries by fax
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48 hours set in ISO9000 Quality Manual QP15
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Client/Director level queries by letter
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5 working days set in ISO9000 Quality Manual
QP15
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Meetings : webcam attendance facilitated for members
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extra |
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extra meetings are possible but add to base fee,
at Block Care 200 all meetings are chargeable
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Meetings attended
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extra |
* 1 per year |
* 2 per year |
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Teleconferencing facilities in-between meetings
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extra |
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FREE use of Boardroom
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extra |
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Board room hire charge £50 per hour
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Communication with owners/leaseholders |
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Dedicated Property Manager/ Property Administrator
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on-line support |
*Administrator/
Manager |
Manager |
* Administrator for blocks of 10 or less units under
strategic guidance of Manager
|
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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.
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Direct dial to team
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refer to Site Directors |
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simultaneously rings min 3 phones
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Residents/AGM minutes distribution
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Draft typed direct onto Client web area within
3-5 days of holding meeting
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AGM minutes issued
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Estate Managers targeted via performance related
pay to action within 1 month of meeting |
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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 call back |
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Owner/Leaseholder level queries by email
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72 hours set in ISO9000 Quality Manual QP15 |
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Owner/Leaseholder level queries by fax
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48 hours set in ISO9000 Quality Manual QP15 |
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Owner/Leaseholder level queries by letter
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5 working days set in ISO9000 Quality Manual
QP15 |
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Pre-sales legal packs
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premium same day service, else 5 working days |
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Leaseholder Newsletters |
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half yearly |
with demand run |
Half yearly or for Block Care 1000 with every
demand run
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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…
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extra |
extra |
extra |
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Repairs & maintenance |
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24/7 telephone response on emergencies
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via night service on 0207 428 2056 as
advertised on main switchboard number
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Common parts inspections
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As contracted according to fee
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Emergency works arranged
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Target cause of emergency solved within 24
hours
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Reactive repairs & maintenance
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80% of Purchase Orders signed off within 5
working days set in ISO9000 Quality Manual QP15
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Contract works : cleaning & gardening
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reviewed on next site visit. Site visit
dictated and available on Client web area within
3-5 days of visit
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Site Visits actioned & closed
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Estate Managers targeted via performance
related pay to action within 1 month of site visit
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More than 1 quotations for works over £500
(unless emergency**)
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1 quotation unless fee allows
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More than 1 quotation for works over £1,000
(unless emergency**)
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2 quotation for works over £1,000
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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
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Issues log |
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In 2008 this will be going on line on the
Client web area. Estate Manager to update weekly. |
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Development of routine maintenance schedule
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coming to Client web area in 2008 contractor
attendance days for routine gardening etc…
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Maintenance of specialist plant (lifts, pumping stations, communal heating, air-conditioning, water filtration)
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Arranging quotations & works for large renweals/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)
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Quarterly budget report
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Quarterly Client newsletter and links to
budget: variance report issued 1 month after quarter
end (April, July, Oct, Jan). BUT on the Client web
area the budget: variance report is available (24
hour delay from actual posting) 365 days a year. |
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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
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Service charge deficits |
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Charged to the owners when the Client has agreed the
accounts
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Own bank account + FREE BANKING |
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Copy bank statement direct to 1 Director/Client if
required |
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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
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Expenditure limit (excluding utility, insurance & Ringley fees**)
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Client instructs works & instructs payment via web
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£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 |
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Copy invoices available for inspection
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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
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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").
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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.
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Court/LVT action on debts
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debited to debtor |
debited to debtor |
debited to debtor |
If when arrears are more than £75.
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Access to in house litigation & in-house Solicitor
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Action funded by Freeholder/Client Company but added to owners debt
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On-line litigation update |
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Coming in 2008, date court action started, current stage, next stage, email Legal Caseworker
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Financial Accounts |
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Accounts : monthly management accounts
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extra charge |
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Year end accounts : Dormant Company Accounts
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£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
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choice of panel accountant |
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Year end accounts : Trading Company Accounts
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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
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Year end accounts : Obtaining 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.
more
- Handbook for employed staff
- Fire drills
- Evacuation procedures
- Bomb procedures
- Lift emergency shut down procedures
- Fire alarm testing and evacuation
procedures
- Asbestos information for contractors
- New leaseholder welcome pack
- New tenant welcome pack
- Risk assessment information for visitors
and owners
- Staff recruitment adverts
close
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extra |
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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
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extra |
extra |
extra |
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Professional Advice : access to Building Engineering
advice |
extra |
extra |
extra |
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