our service
Tailor-made service. We recognise the need to discuss, listen, inform and communicate. Each client prefers a certain way of working and therefore our service is tailor made to suit every individual client's requirements. We believe it is vital for the agent to regularly liaise and consult with the client so that both parties are in agreement as to how the block is run and how individual problems are best solved.

Quality of staff. One of our strengths lies in the fact that we understand how to communicate with people and we never underestimate the importance of establishing a good working relationship with clients, lessees and contractors. We are not dogged with the high turnover of staff that many of our larger competitors experience. Our clients can therefore get to know us and in turn we can offer consistent dedication and loyalty.

Availability. Managing Agents must be unobtrusive, but always available. Our office is located in the heart of the West End making us readily accessible. Telephone calls are never blocked, and so tenants have immediate access to managers if they are in the office. All incoming letters are read by a director and outgoing letters are approved before they are despatched. To ensure comprehensive cover, Castlereagh Management operates an out of hours emergency number which is permanently manned. It is our management practice that contractors are required to provide 24 hour emergency cover for the major components of the building. In the event of an emergency we have never encountered any difficulty in getting assistance.

Efficiency. It is a common complaint that managing agents allow calls and letters go unanswered for long periods of time. We are aware of how frustrating this can be and so our policy is to respond to all communications in the shortest possible time. If we cannot answer a query immediately, we will ensure the client is informed that a full and comprehensive answer will be forwarded to him as soon as the relevant information is obtained.

Planning. We believe in proactive rather than reactive management. We are aware of the need to deal with repairs and maintenance works expeditiously and so it is important to plan ahead, identifying and recognising potential problem areas. This means that any future major works may be financed by the reserve fund without the necessity to raise extra levies. We have amassed an excellent panel of contractors in all areas of building, refurbishment and maintenance, and we are constantly checking to ensure that not only their work is of the highest standard, but that their prices are and remain truly competitive.

Communication. Another complaint by many residents is of their managing agent's frequent failure to keep them abreast of information regarding repairs or changes within their building. It is our policy to keep close communications with residents so they are fully updated at all times.

Block Inspections. Properties managed by Castlereagh Management are inspected regularly, ensuring that they are run, maintained and serviced to the highest standard. Site visits are carried out at least once per week not only for this purpose, but also to enable us to have a good working relationship with the staff employed at the block. They also give us the opportunity to meet residents and become fully acquainted with the day to day running of the block.

Professional Skills. To be entirely effective, residential managers must have a full range of professional property skills at their disposal. Most of the large agents can boast an in-house surveyor or valuer. We, on the other hand, have a panel of a number independent highly qualified experts to cover all specialist fields such as surveyors, mechanical and electrical engineers and consultants. The client can therefore rest assured that he is receiving a truly independent report at a competitive price.

Information Technology. To cope with the complexities of modern residential management, and in particular to gain the maximum advantages from the increasingly sophisticated service charge provisions of modern leases requires access to swift, efficient and tailor made computer software. Castlereagh Management has aimed to stay at the leading edge of technology. In pursuit of this policy, we are equipped with the latest and most sophisticated property management system, giving every manager instant access at his or her fingertips to all necessary tenant information and records and the day to day financial data relating to the particular management.

Location. We have a basic principle that residential management is a very labour intensive job and on these grounds we only accept management of properties within the West End and its surrounding suburbs. We have been offered managements in locations further afield but have turned these down as we feel we would not be able to offer the high level of service our clients deserve.

management
1 Collection of ground rent and service charges in accordance with the terms of the lease.

2 Production of annual service charge estimates.

3 .In accordance with current legislation, service charge funds are required to be held in trust, and these funds would be held by Castlereagh in a specially designated client account in the name of your block, on which interest would be earned and credited to the service charge fund. Similarly, a specially designated reserve fund would be set up, again in the name of the block, on which interest would be earned and credited to the fund.

4 The payment of outgoings relating to approved expenditure. e.g. porterage, cleaning, insurance and repairs.

5 The preparation of the annual service charge account and company accounts (including company secretary work), arranging for them to be audited, and dealing with all queries raised by the auditors. If the account indicates that there is an additional charge or a refund due to lessees when compared with the annual service charge estimate, we would arrange for the individual calculations of either the excess or the refund, and forward details to the lessee.

6 The preparation of a quarterly property account on 24th March, 24th June, 30th September and 25th December in each year, or as may be required.

7 Regular visits by the property manager, whose duties will include supervision of day to day repairs, and meeting residents who wish to discuss management matters. We propose that the property manager would attend the building once per week for the purposes of inspection and meetings with residents and staff. We would also encourage regular meetings with Directors from the Freehold Company. Action reports will be compiled with each visit and copies may be sent to Directors if required.

8 Daily contact with head porter/building manager.

9 Receive, consider and act on weekly report sheets from staff.

10 Attendance at management company meetings which would include taking and distributing Minutes.

11 The employment of porterage and cleaning staff on behalf of your block, to include the payment of wages, PAYE and national insurance. This includes dealing with all queries relating to these matters, including employment law.

12 The recruitment of porterage and cleaning staff on behalf of your block.

13 Maintaining day to day records relating to leases.

14 Ensuring compliance with lease terms and statutory requirements.

15 Ensuring that all maintenance contracts are properly set up in the name of your block, regularly reviewing and seeking competitive tenders as necessary.

16 Dealing with day to day enquiries from all relevant parties regarding management matters, which will include assisting on queries relating to assignments.

17 Where damage is caused as a result of an insured peril having occurred, Castlereagh will make a claim on behalf of the Landlord and will assist lessees to process a claim where appropriate.

18 Ensuring compliance with current Health and Safety Legislation to include water testing, lift testing, electrical testing and compliance with the latest gas regulations.

19 A periodic review of the building will be carried out by our appointed surveyor in order to assist with the good management of the property, and proper financial planning.