Managing agents

Some of our homes are in buildings or developments managed by another organisation, known as a managing agent. 

We know it can sometimes be confusing to understand who is responsible for looking after different parts of your building or development. This page explains what managing agents do, how we work with them and who you should contact if something goes wrong. 

What is a managing agent?

A managing agent is a company appointed to look after the shared areas and services within a building or development. 

These are often areas used by everyone who lives there, rather than individual homes. Depending on the arrangements for your building, a managing agent may be responsible for: 

  • Cleaning and maintaining communal areas, such as corridors, stairwells and entrances
  • Looking after shared gardens and outdoor spaces
  • Maintaining lifts, communal lighting and entry systems
  • Arranging repairs to shared parts of the building.
  • Managing certain building safety checks and maintenance
  • Organising major works to shared areas of the building

Not every managing agent provides the same services. Their responsibilities depend on the agreement for each building. 

Why does my building have a managing agent?

Some of our homes are part of larger developments where several landlords or property owners share responsibility for the buildings and surrounding areas. In these cases, the freeholder (the person or organisation that owns the building or land) might appoint a managing agent to look after the shared areas and services. 

Although Gateway is your landlord, we may not be responsible for managing every part of your building. We work with managing agents to help make sure the services they provide meet the needs of our residents. 

Who is responsible for what?

Understanding who looks after different parts of your home and building can help you get the right support when you need it. 

Our responsibilities 

As your landlord, we're responsible for providing the services set out in your tenancy agreement or lease. Depending on your agreement, this might include: 

  • Repairs and maintenance within your home
  • Managing your tenancy
  • Responding to your enquiries and complaints
  • Keeping you informed about matters affecting your home
  • Working with managing agents when issues affect our residents. 

Where a managing agent is responsible for an issue, we'll help you understand who is dealing with it and what happens next. 

The managing agent's responsibilities 

Managing agents are responsible for the services and areas covered by their management arrangements. These might include:

  • Communal cleaning
  • Grounds maintenance
  • Shared repairs
  • Some building safety responsibilities
  • Some major works
  • Contractors working in shared areas. 

The exact responsibilities might change depending on where you live and what your agreement is. 

The freeholder's responsibilities 

The freeholder owns the building or land and may have responsibilities for maintaining and managing shared areas. In some cases, the freeholder appoints a managing agent to carry out these duties on their behalf. 

Your responsibilities

You also play a part in keeping your home and building safe and well maintained. 

This includes:

  • Looking after your home
  • Reporting repairs or safety concerns as quickly as you can
  • Following the terms of your tenancy agreement or lease. 

If you're not sure about your responsibilities, please contact us. 

  • By email: customer.services@gatewayhousing.org.uk
  • By phone: 0208 709 4300
  • Letter or in person: Gateway Housing Association, 409-413 Mile End Road, London, E3 4PB 
  • MyHome Portal
How we work with managing agents

We want everyone living in a Gateway home to feel safe, comfortable and confident that where they live is being looked after. 

Where another organisation manages your building, we work with them to raise concerns, request information and seek updates on matters affecting our residents. This might include: 

  • Raising concerns about repairs or maintenance
  • Requesting updates on outstanding work
  • Asking for information about planned major works
  • Reviewing information about proposed costs where appropriate
  • Helping residents understand who is responsible for particular services. 

We can't always make decisions about work managed by another organisation. But we'll raise concerns when we can and keep you informed when we have updates to share. 

Major works and service charges

Sometimes, managing agents need to arrange larger repairs or improvements to a building. These are known as major works. 

Major works might be:

  • Roof repairs
  • External decorations
  • Replacing communal facilities. 

Depending on your tenancy agreement or lease, you may be asked to contribute towards the cost of certain services or works. 

Where consultation is required, you may receive a formal notice explaining the proposed work and estimated costs. This is sometimes called a Section 20 Notice.

Read our FAQs for more information

If you receive information about proposed major works and are unsure what it means, please contact us. We'll help you understand the information and explain what we can do to support you. 

Who should I contact?

If you have a problem with your home or building, please let us know. You can contact us by:

Concerns about a managing agent

If you're unhappy with a service provided by a managing agent, you can contact us to explain your concerns. 

We will:

  • Review the information you provide
  • Explain what we can do
  • Raise the matter with the managing agent.