Leasehold Management

At Empowered Leaseholder Property Management Services Ltd, we put residents at the heart of everything we do. Our priority is ensuring your building is not only safe and fully compliant with all safety regulations, but also that we keep service costs transparent and controlled. We engage residents at every step—providing regular, clear updates, inviting input, and ensuring everyone feels informed and heard. By balancing compliance with cost management, we Empower leaseholders to take control of their community’s future.

Empowered Leaseholder was created to focus on you, and to Empower you by giving you choice on how your building is managed.

As a leaseholder, recognised residents committee, RMC Director, RTM Company or Freeholder you will have full transparency of your buildings operational and financial operations via our on-line portal.

Our role as your agent is to deliver building services in accordance with the terms of the lease.

We will answer emails and telephone calls, we will come to site, we will be visible and we will be proactive.

We are friendly and accommodating and take pride in supporting you and deliver on ownership, transparency, and reliability.

• Management of banking facilities within RICS code of practice, S42 of Landlord & Tenant Act 1987 (held in trust) and general financial regulation (FCA/Anti Money Laundering)

• Accounting and financial Reporting in line with RICS code. (Ethical, Technical & Financial) Ensure all data protection controls around sensitive financial data is maintained.

• Ensure service charge and other demands are issued with required supporting notices.

• Handle all administration charges in line with legislation.

• Maintain a robust credit control and arrears collection process.

• Maintain a robust and efficient contractor payments process.

• Ensure timely allocation of leaseholder service charge payments.

• Adhere to rules surrounding the handling and correct treatment of reserve funds.

• Provide quarterly budget reviews (Tracking Spend)

• We will inform you on insurance renewal timelines and take your instructions on renewals.

• We will manage any complaints according to "The Property Ombudsman"

Resident Engagement

Engagement through effective communication is vital in property management. We ensure that all leaseholders and residents feel considered, understood, valued, and informed, addressing any concerns promptly.

Communication is key to fostering a positive living and engaging environment.

At Empowered Leaseholder we put resident engagement at the core of our approach. We create regular opportunities for residents to interact, from open forums and Q&A sessions to community events like social gatherings or volunteering projects. We actively seek resident feedback, using surveys and suggestion platforms to shape our services. We also facilitate resident-led initiatives, providing support for book clubs, gardening groups, or local safety campaigns. By staying consistently accessible, transparent, and open to collaboration, we foster a strong sense of belonging and ownership, ensuring that the community thrives together, with residents at the heart of every decision.

In addition to our direct engagement efforts, we leverage the Dwellant portal as a central hub for communication and participation. Dwellant allows us to easily share updates, event calendars, and surveys so that residents can engage anytime, from anywhere. It also helps us enforce best practices. Residents can track ongoing initiatives, raise concerns, and provide feedback directly within the platform.

By integrating Dwellant into our processes, we ensure that engagement is not only frequent but also structured and responsive, creating a transparent, well-connected community where every voice can be heard and acted upon.

We want to offer social value that fosters a positive and supportive community vibe.

Property inspections

At Empowered Leaseholder, we conduct regular, scheduled property inspections—typically monthly or quarterly, depending on the lease terms and resident needs. Our team visits each property, checks communal areas, and assesses safety and compliance (like fire safety, structural integrity, and general upkeep). After each inspection, we produce a detailed report with photos, observations, and any issues noted. We then create a task list, prioritising actions needed, whether that’s arranging repairs, notifying contractors, or planning future works. We ensure that these reports and task lists are uploaded to the Dwellant portal, so residents can view them transparently and stay informed about the progress.

Property maintenance

At Empowered Leaseholder, we ensure property maintenance is handled through a clear, structured process. After each inspection, any maintenance tasks identified are logged in the system. We provide a detailed record of the required works, assigning them to trusted, vetted contractors. Each task is tracked from initiation to completion, and all work is documented with dates, contractor reports, and photos of the completed job. We also maintain a digital record in the Dwellant portal, so leaseholders can see exactly when tasks were done. For payments, we link all invoices directly to the service charge accounting, and we provide a full breakdown so that residents see how their service charge funds are being used, ensuring transparency and accountability at every step

Emergency repairs

At Empowered Leaseholder, we have a dedicated 24/7 out-of-hours service.

For any emergency repairs, residents or managers can contact our emergency hotline, which is staffed 24 hours a day. Once a call is received, we prioritise the situation, dispatching an approved contractor immediately if it’s a critical safety or structural issue.

Every emergency is logged, with timestamps, actions taken, and follow-up steps, ensuring we have a full record. Whether it’s during business hours or in the middle of the night, we ensure that urgent issues are addressed swiftly and that all residents are kept informed every step of the way.

The "Out of Hours" service (OOH) is optional and chargeable at a minimal cost per unit per year. The benefits far outweigh the costs!

Financial reporting

At Empowered Leaseholder Limited, we provide transparent and detailed financial reporting for all service charges. Each month, we reconcile all income and expenditure, ensuring every cost is accurately recorded. We produce monthly or quarterly financial statements, which break down service charge income, operational costs, and reserves. These reports are uploaded to the Dwellant portal, so residents can review them in real time. We also facilitate an annual service charge audit, ensuring all financial records comply with regulations. Our goal is to give residents a full, accurate picture of how their contributions are being used, with clear explanations of every cost and future projections.

In addition to financial reporting, Empowered Leaseholder Limited ensures full legal reporting compliance. We keep meticulous records of all service charge calculations, ensuring they align with lease agreements and the Landlord and Tenant Act. We document all consultations, major works, and statutory disclosures, ensuring residents have access to all required legal information. This includes providing formal summaries of rights and obligations, ensuring deadlines for demands are met, and facilitating resident queries about legal aspects. This way, we ensure both financial and legal accountability, giving residents peace of mind that all statutory and contractual obligations are being met.

Included......

• Responding to Lease enquiries.

• Managing Lease breaches

• Managing and processing solicitor sales enquiries (LPE1&2)

• Financial Management - Via our support partner (B-Hive Solutions)

• Budget Reviews – Are you getting value for money?

• Budget Creation

• Service Charge, ground Rent & Reserve Fund Collection.

• Recovery of Service Charge Arrears

• Financial Reporting - Budget versus Actual cost reviews – Tracking spend in real time.

• Creditor and Debtor Reporting

• Preparation and issue of audited year end accounts (Section 21 Landlord & Tenants Act 1985).

• Accounting and financial Reporting in line with RICS accounting practices.

• Management of banking facilities within RICS code of practice, S42 of Landlord & Tenant Act (held in trust)and general financial regulation (FCA/Anti Money Laundering)

• Quarterly operational and financial budget reviews (Tracking Spend)

• We will inform you on insurance renewal timelines and take your instructions based on on renewal options .

• We will manage complaints ethically and in line with our complaints proceedure and are members of The Property Ombudsman.

Asset Management & Compliance Activities

At Empowered Leaseholder, we take a proactive approach to asset management by regularly reviewing the condition and performance of the buildings we manage. We create long-term asset plans, identifying when refurbishments or upgrades will be needed, and we ensure all assets are maintained at their best.

On the compliance side, we implement a rigorous schedule—ensuring all safety certificates (like gas, electrical, and fire safety) are up to date, and that we stay ahead of changing regulations. Every compliance task, whether it’s a statutory inspection or a certification renewal is scheduled and documented.

We keep a digital record in the Dwellant portal so residents can see that all asset performance and compliance measures are up to date, providing reassurance that their property is safe, well-managed, and fully compliant.Building Safety, H&S and Compliance Activities.

Regulations.......

Building Safety Act 2022

Fire Safety (2005 Fire Safety Order)

Electrical Installations (Regs 1989)

Water (APOC)

Lift Inspections (LOLER 1998)

Gas Safety Installation and Use 1998

Health & Safety at Work Act 1974

Health & Safety Compliance

Empowered Leaseholder will manage health and safety through a structured schedule of routine inspections. We conduct regular fire door checks to ensure they close properly, have no obstructions, and meet fire safety standards. Communal areas are inspected routinely for cleanliness, lighting, and potential hazards—like trip risks or blocked fire escapes. In addition, we carry out general safety inspections, checking for things like electrical safety, structural integrity, and any signs of wear. Each inspection is thoroughly documented, with reports detailing findings, corrective actions, and follow-ups. These reports, along with certificates (like fire risk assessments), are uploaded to the Dwellant portal, so residents can review them, ensuring full transparency and confidence that their building is safe and compliant at all times.

By prioritising health and safety, We ensure that your property remains a secure environment for residents, staff, visitors and contractors.

We manage staff H&S awareness and record keeping and undertake regular "Tool Box Training" sessions.

Special Projects

At Empowered Leaseholder Limited, we bring specialised expertise to all major projects. For capital expenditure (CAPEX) planning, we work with leaseholders to forecast long-term investments—identifying upcoming needs, like roof replacements or façade repairs—and ensuring budgets are realistic. We conduct detailed site surveys and condition surveys to assess the state of the building, pinpointing potential risks or deterioration. We also plan cyclical maintenance programs, ensuring that regular upkeep—like painting, window inspections, or M&E servicing—is scheduled and budgeted. And for Section 20 consultations, we guide leaseholders through the legal process—providing detailed cost breakdowns, timelines, and formal consultations—ensuring all major works that exceed thresholds are fully transparent and approved in line with the law. In this way, we ensure expert oversight and a clear, compliant process for all.

By combining these specialised surveys, long-term planning, and a structured consultation approach, we ensure that leaseholders have both the expertise and the transparency they need, so every special project is executed smoothly, on budget, and fully compliant.

Mobilisation & Handovers

At Empowered Leaseholder Limited, we handle mobilisation and handovers of new developments—especially new builds—through a structured, phased approach. We align with the Gateway 3 process, ensuring that all safety, compliance, and financial checks are completed before handover. This includes final inspections, ensuring all certificates (like building regs and warranties) are in place. We also use the ATPI process for business-to-business transitions—providing clear, step-by-step documentation and formal agreements between developers, contractors, and leaseholders. Once all checks are complete, we organize a formal handover, ensuring all residents receive welcome packs, clear service charge structures, and a full briefing on how their property will be managed. This ensures a smooth, compliant handover from construction to day-to-day management, giving businesses and residents full confidence in the process.

In addition to the structured handover process, we place a strong emphasis on validating the digital handover. This includes ensuring full compliance with Regulation 38, which mandates that all critical building information such as plans, safety data, and risk assessments be handed over digitally and kept updated. We also ensure that the “Golden Thread” of information, an accurate, consistent digital record of building data is fully established for high-rise buildings.

This digital validation ensures that all safety and operational information is accurate, traceable, and accessible, providing a vital backbone for safety, risk management, and long-term compliance in line with the latest high-rise regulations.

We use Risk Base and C-Site for site snagging and building safety checks and can load floor plans and tag assets at an additional charge and assuming the date is provided in the digital handover.

Not all buildings meet the requirements of High Rise buildings (HRB's) but must follow a detailed and documented handover process.

Empowered Leaseholder Limited will ensure that any biodiversity net gain achieved is actively maintained for 30 years. This will be done in line with the agreed agricultural or land-use strategy, ensuring that the planted habitats, green spaces, and ecological features are preserved and enhanced. We’ll regularly monitor the biodiversity metrics, conduct site visits, and keep detailed records. These are all reported back to stakeholders, ensuring that the biodiversity gain is not only achieved at the start but sustained throughout the next three decades, in full alignment with the strategic plan.Please enquire if you want to discuss further.

Contractor and contracts Management

Evaluation and review are crucial components of our contracts management. We regularly assess key performance indicators such as response times, quality of work, and resident satisfaction, ensuring contractors consistently meet or exceed expectations. We also monitor service level agreements, verifying that agreed standards, like response times or completion rates are consistently met. In addition, we conduct detailed cost reviews, ensuring that all charges align with budgets and that we identify any inefficiencies. These ongoing evaluations allow us to refine our approach, drive continuous improvement, and ensure that both service quality and value for money remain at the forefront of everything we do.

Our online portal allows you to see the varying work stages from issuing the works order to paying the suppliers invoice.

You can also advise who you want working at your property. All we ask is that they are professional, insured and meet our supplier onboarding criteria.