Frequently Asked Questions (Private Sector)

Q. What time are RMG offices open?

Our offices are open Monday to Friday between 8:00am and 6.00pm. We also operate an emergency out-of-hours service after 6.00pm and at weekends. This service is for urgent repairs and health & safety issues only.

Q. Are RMG my Management Company?

No. We are the agents who have been appointed by your Management Company , Developer or Freeholder to administer the day to day running of the buildings and grounds maintenance. Other responsibilities include preparation of budgets for the day to day running of the building, collection of any charges due to the Management Company, appointing/organising payments to contractors.

Q. Why do I pay a service charge?

This is to cover the provision of services which are detailed in the terms of the Lease. This can include window cleaning, gardening, communal electricity, minor repairs, buildings insurance, agent management and accountancy fees. For a more detailed explanation, please refer to your annual service charge budget which is issued each year by your Property Manager.

Q. Why do I pay ground rent?

Leaseholders may be obliged under the terms of their Lease to pay a rental charge to the Freehold owner of their property. This for the land upon which the property is built and for the rights of access across the communal gardens and surrounding areas. Ground rent is collected on behalf of the freeholder by RMG and is separate to any other charges which are used for the management of your development.

Q. How do I pay my service charge?

Once you have received your service charge demand you will need to pay your service charge as soon as possible. The quickest and most effective way to pay your service charge is online through RMG Living where you can also view your statement of account and up to date balance. You can also pay by cheque, bank transfer (BACS) or over the phone by calling our Customer Services Team. On some developments, payment terms may vary; please see your invoice for full details of all the options available to you.

Q. Why do you charge me for paying online?

We use the online payment gateway provided by Barclaycard to accept payments to your Management Company. Barclaycard issue a transaction charge for using their service.

Q. How do I change my correspondence/billing address?

If you are changing your correspondence address, please contact us so we can amend our records. If we are not notified of your address change, we cannot notify you of any important issues at your development. In addition we will not be able to send your service charge invoices to the correct address. Please note under certain circumstances an admin charge may apply.

Q. What happens if I do not settle my account or withhold payments?

If you do not pay charges on time which are allocated to you under the terms of your lease, then the following may occur. Services to the property or planned works may be suspended pending receipt of outstanding or due monies. The management company may instruct the managing agent (us) to take steps to legally recover the outstanding debt. If you have a query or payment difficulties, please contact us at the earliest opportunity. We will always endeavour to assist with additional information or advice. However, we do not have the authority to reduce the individual charges that apply.

Q. Why do I pay building insurance in my charges?

Under the terms of your lease, it is likely that you are responsible for contributing to the cost of ensuring the property has adequate Buildings Insurance. If the responsibility for this falls to the management company, then you are liable for your share of the contribution to the cost of the insurance policy through them. N.B. Please note that if buildings insurance is paid through the Management company, you do not need to arrange separate buildings insurance yourself. However you will still need to arrange separate contents insurance.

To make a claim on your buildings insurance, you will need to contact your buildings insurance provider directly. If you are unsure as to who provides your Buildings Insurance Policy, please contact us.

Q. Why do I pay extra for major works such as external redecoration?

The service charge budget is primarily designed to budget for the day-to-day costs of managing your property. Often a sum of money is allocated to a ‘reserve’ which is used to fund unexpected costs or major works. Even where such a provision exists, it may not be enough to cover all eventualities. On these occasions, the costs of major works will need to be apportioned and charged as a separate item.

Q. How do I report a fault/repair?

To report any faults or repairs for communal parts please contact our Customer Services Team.

Q. How do I arrange for the removal of bulk refuse, old furniture etc?

You should call your Local Authority to determine where your nearest waste disposal/recycling depot is located. You can find out more information on the upmystreet.com website.

Q. Where is my allocated parking bay?

Please refer to the plan that was provided to you with your lease when you purchased your property. If you do not have a copy, please contact us and we may be able to either provide you with one, or point you in the direction of where you can obtain one.

Q. How do I report an abandoned vehicle?

You should contact us with full details of the vehicle. Please ensure you provide as much detail as possible as we cannot facilitate any requests without: make, model, colour, tax expiry date, and location of the vehicle.

Q. How do I report problems of noise/nuisance caused by other residents?

In the first instance we always ask residents to try and resolve any issues with their neighbours directly. Should the problem persist please contact your Local Authority's Environmental Health Officer.

Q. I am buying/selling a property at an RMG managed development - how do I or my solicitor obtain information?

If you are in the process of selling or purchasing a property managed by RMG,  please contact us and we will be able to advise further. It is important that all sales and purchases are notified through RMG due to legal requirements which may differ dependant on the terms of the lease.