Notifications from your Managing Agents
Managing agents will send the Third Party Managing Agents 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.
As part of our ongoing commitment to maintaining a safe environment for all residents, we would like to remind everyone of the importance of complying with the building's fire safety requirements.
Please make sure that you do not:
- Use or place barbeques on balconies
- Leave combustible or flammable items within the communal areas
- Store any personal belongings or other items within the car park
Items stored within communal areas and the car park can obstruct access, create fire hazards, and block emergency escape routes. Barbeques on balconies also present a significant fire risk and are strictly prohibited.
If you currently have any personal belongings stored within the communal areas or the car park, please make sure that they are removed by Thursday 23 July.
Please note that, after this two-week period, we will instruct a contractor to remove any remaining items. Any belongings removed may be disposed of, and neither the freeholder nor the managing agent will accept any liability for any items that remain after the deadline.
We appreciate your cooperation in helping to keep the building safe for everyone. Should you have any questions, please do not hesitate to contact us.
We have been made aware that residents are frequently using the emergency door release pad (fire break glass) at the main entrance doors across the blocks.
Please be reminded that this is an emergency safety feature and must only be used in the event of a genuine emergency. Misuse of this device compromises the security of the building, as it leaves the entrance unsecured and allows unrestricted access for unauthorised people to enter the blocks.
This creates a serious security risk for all residents and their homes.
We kindly ask all residents to refrain from using the emergency release unless absolutely necessary and to make sure the entrance doors remain secure at all times.
Following a review of the management services we deliver at your home, we have reached an agreement with Warwick Estates, an established UK-based managing agent.
Warwick Estates manage over 25,000 homes across England, and has acquired our Property Management and supplementary businesses on 30 June.
We recognise this represents a change, and our focus is on managing it carefully, with continuity and clarity throughout. In this context, we expect your current Property Manager to remain in place, ensuring consistency in the management of your home. We are also working closely with Warwick Estates to make sure the transition is smooth.
Where residents make payment by direct debit these will be cancelled. Communication will shortly be provided by Warwick Estates outlining steps moving forward and introducing them, and their services as well as providing banking and payment details. If you have any questions please do not hesitate to contact us.
We have been proud to manage the properties and communities we have, and wish you well for the future.
Please find below a look ahead for remediation works at 12 Skerne Road starting Monday 29 June 2026.
Scaffolding erection and balcony clearance
Phase 1 scaffolding will commence on Monday 13 July. If you live in an affected flat, any balconies not cleared before Sunday 28 June are at risk of loss or damage to belongings.
Works scheduled for week commencing 29 June
Works over the next two weeks will comprise of:
- Setting up of temporary welfare facilities in the parking bays of Downton Road
- Erection of heras fencing around the large, landscaped area of the courtyard
- Trial holes within the landscaping in the courtyard
- Removal of plants and soil from the landscaped area in the courtyard
Additional information
Your Home, Your Safety residents’ campaign - The Health & Safety Executive have produced the information video below relating to residents’ rights under the Building Safety Act: watch here
Should you have any questions / queries with regards to any of the work or items above please contact Beverley John-Lobato (Fill-UK Customer Liaison). Email: [email protected].
Site Contacts
Ian Gibbs (Project Manager) email: [email protected].
We sincerely appreciate your cooperation and patience as we progress through this phase of the project. Fill UK welcomes feedback from the congregation and the local community FILL UK LTD welcomes feedback from residents and the local community: share your feedback
During an inspection on Wednesday 24 June we discovered some issues with the fountain at Causeway House.
We have sourced a specialist contractor to review solutions, including sourcing any required parts and preparing a quote for the works required. Works will begin on Thursday 2 July, but as we are still discussing the full scope and cost, we cannot yet confirm a completion date.
We appreciate that the fountain is an important amenity, particularly during the warmer months, and understand residents’ frustration. The matter is being actively progressed, and a further update will be issued once we know more.
During a recent fire safety inspection, several personal items were noted to be stored in communal areas. These items can potentially be fire or trip hazards, and storing them in communal areas can be considered a breach of tenancy.
If any of the items belong to you, please remove them and store them in your respective flats. Any items that are not collected will be removed by LND Waste on Monday 6 July 2026, and this may result in personal charges.
We appreciate your cooperation in making sure our shared spaces are safe and compliant.
Scheduled window cleaning at Causeway House (SW18 1AG) and Linton House (SW18 1AG) will take place from Monday 15 June 2026.
The contractors will be on site to clean the external windows. Access to individual flats is not anticipated to be required; however, we kindly ask residents to make sure that windows remain closed while the works are being carried out.
Please note that the duration of the cleaning may vary depending on weather conditions and site requirements.
We apologise for any inconvenience caused and thank you for your cooperation.
We appreciate and understand the concerns that have been raised regarding the current heat tariff and standing charges. On behalf of Earlsriver Ltd, we would like to thank residents who have taken the time to contact us and share their views.
Earlsriver Ltd have instructed a further review of the current tariff to take place with Insite Energy who provide metering, billing and customer account services at Garrett Apartments and Ravensbury Terrace. This is to make sure that changes remain fair, appropriate, and reflective of the costs associated with supplying and operating the heat network.
To assist residents, the key parties involved are as follows:
- Earlsriver Ltd - Heat supplier responsible for the overall heat supply arrangements for Garrett Apartments and Ravensbury Terrace
- Insite Energy - Appointed provider of metering, billing, customer account services and tariff review analysis on behalf of the heat supplied
- Strangford Management Ltd - Acts on behalf of Earlsriver Ltd in relation to management coordination, oversight of relevant contractors and resident communications
Heat Network charges are not set out in the same way as domestic gas and electricity tariffs. Charges are generally based on the actual costs of operating the network which includes:
- Incoming energy supply costs
- Operation of the plant room and infrastructure
- Servicing and maintenance
- Network efficiency and heat losses
- Metering and billing services
The review will also consider the applicable consumer protection principles, transparency obligations and relevant sector guidance. We appreciate your patience while this review is completed and will continue to update residents on outcomes.
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.
