Who are the Third Party Managing Agents Team?
The Third Party Managing Agents 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.
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 Third Party Managing Agents 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 Third Party Managing Agents Team actively works with the NC to monitor performance and service delivery, challenge poor standards and high costs, support residents with concerns and complaints, and escalate issues when necessary
The Third Party Managing Agents Team's aim is to make sure your neighbourhood is safe, well-maintained, and managed to a high standard.
How does it affect residents?
If you live in a consortium development:
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Your home may be managed by one organisation, such as PA Housing
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Shared areas (such as communal spaces, landscaping, or parking) may be managed jointly or by a managing agent
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Decisions about the wider neighbourhood may involve multiple organisations
This can sometimes mean more than one organisation is involved in resolving issues and responsibilities are shared across different parties.
The roles of each organisation are usually set out in legal agreements. These explain who is responsible for different services, how costs are shared and how decisions are made across the development.
What PA are responsible for
If you are a PA Housing resident, we will usually manage:
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Your tenancy or lease
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Rent and service charge enquiries
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Repairs inside your home (affordable renters only)
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Resident support and communication
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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, and the freeholder or other organisations may also have responsibilities.
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:
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To review the issue and gather evidence
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Work with the managing agent to inspect the site
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Set clear expectations and timescales for improvement
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Escalate the issue if it is not resolved
If necessary, further action may include formal legal escalation, challenging service charges and applying to replace the managing agent. We also involve the freeholder (and any resident-led groups) to ensure full accountability.
What this means for you
We are your main point of contact for housing-related matters, and if an issue sits with another party (like a managing agent), we will help direct or escalate it on your behalf.
