Notifications from your Managing Agents

Encore: Omega House lift update – Friday 24 April 2026

Encore are aware of significant inconvenience caused by the block lifts at Omega House being in and out of service, and understand the impact it causes on residents and owners.

We are working alongside the lift contractor and independent consultants to bring the lifts back into full operation, and are committed to working with PA Housing to provide regular updates that will be directly communicated with you as soon as possible.

We appreciate residents' continued patience while these issues are being addressed.

Gateway: Austen House heat interface unit servicing – Thursday 23 April 2026

Insite, as the new maintenance provider for Austen House, will be carrying out heat interface unit (HIU) servicing. The servicing will take place sooner than scheduled to assess performance.

After this, servicing will return to normal spaced intervals. Insite will send communications to the property directly in order to facilitate appointments which will be held Friday 19 – Tuesday 30 June (weekdays) between 9am – 5pm (approx. 30 mins, with temporary loss of heating/hot water).

Servicing is essential for system efficiency across all homes, so please book early (limited slots). If you do not receive correspondence within good time of the scheduling then please call Gateway's Customer Service Team on 01702 443555.

If your property is sublet, then please ensure this communication is sent to your tenants.

Who are the Partnerships Team?

The Partnerships Team plays an important role in supporting how we oversee third-party managing agents across our affordable homeownership schemes. They are responsible for managing and monitoring all contracts and agreements with managing agents to help make sure services are delivered in line with expectations. 

We work with around 120 managing agents who play a key part in driving operational standards and improving the overall resident experience. To do this effectively, they work closely with our Neighbourhood Coordinators (NCs), who provide valuable on-the-ground insight into how managing agents are performing within neighbourhoods. Together, they help make sure issues are identified early, performance is monitored, and appropriate action is taken when standards are not being met. 

Understanding managing agents

Some neighbourhoods are looked after by a third-party managing agent. We know this can sometimes be confusing, so this guide explains who they are, what they do, and how we support you. 

What is a managing agent?

A managing agent (MA) is an independent company appointed to manage and maintain your neighbourhood on behalf of: 

  • The freeholder (the landowner)  

  • PA Housing  

  • You, the residents  

They are responsible for services such as: 

  • Cleaning and maintaining communal areas  

  • Arranging repairs and maintenance  

  • Managing contractors  

  • Carrying out health and safety checks  

Who owns the land?

The freeholder is the legal owner of the building or land. They are usually responsible for appointing and overseeing the managing agent. 

In some cases, freeholders are large organisations and they remain responsible for making sure the managing agent delivers the agreed services. 

What is a headlease?

A headlease is the legal agreement that sets out how the site is managed. It explains: 

  • The responsibilities of each party  

  • How services should be delivered  

  • Who the managing agent is accountable to  

In most cases, the managing agent is accountable to the freeholder (or a resident-led management company), rather than directly to PA Housing.

What is a managing agreement?

A managing agreement provides more detail about the managing agent’s responsibilities. It helps to: 

  • Clearly define who is responsible for each service  

  • Provide clear points of contact  

  • Support faster resolution of issues  

The Partnerships team uses this information to create internal responsibility guides, helping our neighbourhood teams better support you and challenge poor service where needed. 

What happens if services fall short?

We take service issues seriously. If something isn’t working as it should, the Partnerships team will work collaboratively with the NC for your area:

  1. To review the issue and gather evidence 

  2. Work with the managing agent to inspect the site 

  3. Set clear expectations and timescales for improvement  

  4. Escalate the issue if it is not resolved  

If necessary, further action may include: 

  • Formal legal escalation  

  • Challenging service charges  

  • Applying to replace the managing agent  

We also involve the freeholder (and any resident-led groups) to ensure full accountability. 

Can residents take control?

In some cases, residents can take a more active role in how their neighbourhood is managed:

  • Right to Manage (RTM) 
    Leaseholders can take over management responsibilities from the managing agent. The freeholder still owns the building, but residents have greater control. 

  • Resident Management Company (RMC) 
    Set up when a development is built, giving residents involvement from the start. 

  • Residents’ Association (RA) 
    A group that works with the managing agent and freeholder to improve communication and oversight. 

Recent changes in legislation (June 2024) mean that more residents, including shared owners, may now be able to set up a Right to Manage company. 

How PA Housing supports you

We aim to make sure that our communal areas and neighbourhoods are well maintained, and residents feel safe and secure. Neighbourhood management is a critical part of housing management, and the Partnerships team will work with our residents, NCs, managing agents and other partners working or operating in our neighbourhoods to improve and maintain high standards. 

Even where a managing agent is in place, the Partnerships team actively works with the NC to:

  • Monitors performance and service delivery  

  • Challenge poor standards and high costs  

  • Support residents with concerns and complaints  

  • Escalate issues when necessary  

The Partnerships team's aim is to make sure your neighbourhood is safe, well-maintained, and managed to a high standard. 

In summary...

  • A managing agent is a third-party company managing your neighbourhood  

  • They are usually appointed by the freeholder  

  • Their responsibilities are set out in legal agreements  

  • Partnerships team works to hold them accountable  

  • Residents may have options to take more control  

In some neighbourhoods, you may hear the term consortium used to describe how your development is managed. 

What is a consortium?

A consortium is when two or more organisations work together to manage or deliver homes and services on a development. 

Why do consortiums exist?

Consortiums are often set up when a development is large or complex. By working together, organisations can: 

  • Share costs and responsibilities  

  • Combine different areas of expertise  

  • Deliver services more efficiently  

  • Support a wider mix of residents (e.g. social rent, shared ownership, private homes)  

Who might be involved?

A consortium can include: 

  • Housing associations  

  • Private developers  

  • Managing agents  

  • Local authorities  

  • Other partners involved in delivering or maintaining the site  

Each organisation may own or manage different homes but work together on shared areas and services. 

How does it affect residents?

If you live in a consortium development:

  • Your home may be managed by one organisation, such as PA Housing

  • Shared areas (such as communal spaces, landscaping, or parking) may be managed jointly or by a managing agent  

  • Decisions about the wider neighbourhood may involve multiple organisations  

This can sometimes mean:

  • More than one organisation is involved in resolving issues  

  • Responsibilities are shared across different parties  

How are responsibilities agreed?

The roles of each organisation are usually set out in legal agreements. These explain: 

  • Who is responsible for different services  

  • How costs are shared  

  • How decisions are made across the development  

In summary...

  • A consortium is a group of organisations working together on one development  

  • Each organisation has its own role but shares responsibility for the wider neighbourhood  

  • This approach helps deliver and manage larger or more complex schemes 

What PA are responsible for

If you are a PA Housing resident, we will usually manage: 

  • Your tenancy or lease  

  • Rent and service charge enquiries  

  • Repairs inside your home (affordable renters only) 

  • Resident support and communication  

  • Handling complaints and helping escalate issues  

What may be different in a consortium

Because multiple organisations are involved, some responsibilities sit elsewhere:

  • Communal areas (e.g. gardens, corridors, parking) are often managed by a managing agent as outlined above 

  • Some services may be overseen jointly by consortium partners  

  • The freeholder or other organisations may also have responsibilities  

What this means for you

  • We are your main point of contact for housing-related matters  

  • If an issue sits with another party (like a managing agent), we will help direct or escalate it on your behalf 

Notifications from managing agents

Managing agents will send the Partnerships team all notifications relating to your scheme, with the expectation that we share this information with residents. We recognise that we need to improve how we communicate this with you. To address this, we are committed to keeping you informed in a timely and clear way. Where there is a major incident, we will send you a text message to let you know what has happened and direct you to our website for further information. In addition, when we receive letters or formal updates from managing agents that are intended for residents, we will share these with you using your preferred contact method, whether that is by email or post.