Frequently Asked Questions

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FAQs

Here, we have compiled a list of frequently asked questions to provide you with valuable information about our comprehensive property management, maintenance, and facilities management services.

Whether you’re a property owner, landlord, or part of a residential or commercial development, we aim to address your queries and help you make informed decisions.

Browse through our FAQs to discover how BNS can assist you in achieving seamless property management and maintenance solutions.
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What is property management?

Property management involves the administration, maintenance, insuring, and management of the overall operation of communal areas of properties on behalf of property owners. It includes various tasks such as maintenance coordination, health and safety compliance and regular upkeep of communal areas.

What are the benefits of instructing a property managing agent?

Instructing a property managing agent like BNS can provide numerous benefits, including efficient property maintenance, access to professional expertise, compliance guidance, effective financial management, improved tenant satisfaction, and reduced stress for property owners. 

What sets BNS apart from its competitors?

BNS stands out from its competitors through its diverse service offerings, independent and flexible approach, in-house maintenance capabilities, experience within the industry, excellent customer service, and a commitment to delivering high-quality, bespoke solutions for each client. 

What property management services does BNS provide?

BNS provides comprehensive and bespoke property management services to apartment blocks, housing estates and both private and public premises including maintenance, financial services, compliance management, health and safety, and 24/7 emergency response. 

What associations and professional bodies are BNS part of?

BNS is a member of reputable associations and professional bodies, including TPI and NAPIT. This demonstrates our commitment to industry best practice and high standards. Find out more here.

Where is BNS based and what areas do you cover?

BNS is based in Bristol and provides services throughout the South and South West of England and Wales. Our coverage extends to areas such as Bristol, Exeter, Gloucester, Cheltenham, Malvern, Cardiff, Newport, Taunton, Bridgwater, Bath, Nailsea, Weston-Super-Mare, Swindon, and all of the surrounding regions.

Why should I choose BNS?

There are several reasons to choose BNS, including our diverse service provision, independent and flexible approach, in-house maintenance capabilities, personable services, experienced senior management, and our comprehensive online platform for effective communication: MyBNS. 

You can find a more in-depth answer to this question in our blog post: Ten Reasons to Choose BNS for Your Property Services

What is MyBNS?

BNS utilises a bespoke online portal which has been designed in-house to match the communal property management industry. Engagement and research with our customers have moulded the system to suit our client’s needs. The system is called MyBNS, which allows leaseholders to access real-time property management information and gain pro-active communication on matters concerning their development. Through MyBNS, leaseholders can view and update their details, access financial statements, report maintenance issues, view progress updates, review meeting minutes and property photos, make service charge payments, and correspond with the BNS team. Directors also have access to additional features, such as approving service charge estimates and minutes, viewing statements of other company members and reviewing job quotations.

What types of properties does BNS manage?

BNS manages various types of properties, including residential properties, housing estates, commercial units, apartment blocks, community centres, assisted living facilities, and social housing. We have experience managing properties of all shapes and sizes. 

Can BNS assist with emergency situations?

Yes, BNS provides 24/7 emergency response services to handle urgent situations such as maintenance electrical issues, plumbing emergencies, security breaches, and other property-related emergencies. We also offer out of hours service packages for other property agents and landlords. Our dedicated team is always ready to assist. 

What is facilities management?

Facilities management encompasses the management of multiple services and processes required to ensure the functionality, safety, and efficiency of a building or facility. It includes tasks such as maintenance, cleaning, security, and overall operations management. BNS has an in-house facilities team who can assist your development by having a qualified and experienced analysis of your service delivery and can check items such as quotes and invoices to ensure they represent value for money.  

What maintenance services does BNS provide?

BNS offers a wide range of maintenance services, including general building work, plumbing, electrical services, gas boiler servicing, fire alarm services, and garden and landscaping work.  

What electrical services does BNS provide?

BNS offers a comprehensive range of electrical services, including fault finding, electrical/lighting upgrades, testing and inspection (EICRs, PAT), full and partial re-wires, fire alarm maintenance, CCTV installation and maintenance, and data cabling. 

Can anyone utilise the maintenance services provided by BNS?

Yes, BNS offers maintenance services to a wide range of clients, including property owners, landlords, commercial units, and property developers even if BNS do not manage their property fully. 

Can BNS handle large-scale projects or developments?

Absolutely! BNS has the capabilities to handle large-scale projects and developments. Our experienced team and network of trusted local subcontractors and suppliers can efficiently manage and coordinate all aspects of the project, ensuring its successful completion. 

How does BNS demonstrate corporate responsibility?

BNS demonstrates corporate responsibility through various initiatives, such as charitable donations, sustainable business practices, community engagement, and supporting local causes. We strive to make a positive impact on society and the environmentfind out more here.

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Estate Management FAQs

Who are BNS and what services do they provide for our estate?

BNS is a managing agent that acts on behalf of the Residents Management Company or Freeholder. BNS charges an annual fee for our services in accordance with their agreement with the client. These services cover an all-encompassing management service covering administration and secretarial work, site visits and meetings, maintenance management, insurance management, accountancy management, compliance management and health & safety management. You will find details of how much this is within the annual budget you receive with your service charge invoice.

What is the role of the Residents Management Company?

Most housing developments will have a Residents Management Company set up who are tasked with the management responsibility of the Company and communal areas. It is common for all owners to have membership to the Company and an equal share in some cases. Directors who act on behalf of the resident’s management company are appointed to make key decisions after due consideration to BNS’ advice and are involved in agreeing the annual service charge level and items of larger expenditure giving the owners control and security over the running of their development.

How do I know what I am paying for within the service charge?

The annual budget you receive will detail what you are paying for by way of service charge. It will detail the area of cost e.g. gardening or maintenance, and the amount that has been estimated to be spent in that area in the year. You will be paying an apportioned amount of that annual cost in line with your Property Transfer, this is sometimes likely to be the same percentage as other owners benefitting from the same use of the open communal spaces.

What works are undertaken at my development?

The service charge budget outlines each element of works undertaken. Landscape maintenance in accordance with the Landscape Management Plan is usually the main element of work undertaken on your development and is crucial in upholding the condition of the development and ensuring its longevity in line with ecological requirements. Ad-hoc maintenance is also usually undertaken alongside any tree works to uphold the value of your development.

Why do I pay for these communal costs when I pay council tax?

Many local authorities no longer adopt certain areas of private land with the legal responsibility of the maintenance, insurance and administrative aspects of these areas being given to the homeowners of the development.

Some areas of the estate such as the roads and street lamps are sometimes adopted depending on what development you reside in. Council tax would still be payable as well as a service charge to maintain the communal spaces.

I have received an invoice for a year end adjustment. What is this for?

The Service Charge Invoice you may have received will have been based on an estimate of what BNS and the Freeholder or Directors of the Management Company believed would be spent in that year. At the end of the year, service charge accounts will be completed which detail the exact amount that was actually spent compared to the estimate. If required by your Transfer Deed or TP1, a year end adjustment will be made so that the amount collected matches the amount spent. Therefore, if there has been an overspend you will receive an invoice to cover the shortfall. Similarly, if there has been an underspend, your service charge account will be credited. The amounts will be proportioned as per the contribution outlined in your Transfer Deed/TP1.

I live in a newly built development and the managed areas are yet to be handed over, what will happen with the money I have paid already if services have not yet been rendered?

In many instances on a new build development, you will pay a proportion of service charge as part of your completion statement, typically to the end of the respective financial year. The communal areas may not be formally handed over by the developer when you have moved in and in these instances it is likely that a credit will be issued back to all owners once the service charge accounts have been finalised and show a surplus compared to the annual budget. Until this is undertaken the funds will sit within the Management Company’s account.

What is BNS' complaints procedure?

You can find our complaints procedure here.

Where can I read BNS' unreasonable behaviour policy?

You can read our unreasonable behaviour policy here.

Service Charge FAQs

What is a Service Charge and when is payment due?

A service charge is an amount payable in accordance with your Lease or Property Transfer towards the upkeep of the managed communal areas and associated administrative costs of the development.

The funds paid go towards the day-to-day running costs of your development and is used to cover items such as buildings insurance, maintenance, repairs, gardening and communal facilities and administrative costs. The amount is due in line with your Lease/Property Transfer with the dates applicable outlined within your invoice. Typical periods the service charge invoice covers are annually, half-yearly or quarterly. Please check your service charge invoice for confirmation.

How do I know what I am paying for within the service charge?

The annual budget you receive will detail what you are paying for by way of your service charge. It will detail the area of cost e.g. gardening or cleaning, and the amount that has been estimated to be spent in that area in the year. You will be paying an apportioned amount of that annual cost in line with your Lease (if Leasehold) or Property Transfer document (if Freehold).

How are the costs worked out?

The service charge is considered in depth by BNS and their management, accounting and compliance teams with a proposal and supporting justification given to their client for their approval.

The costs consider future planned works, reserves needing to be saved towards planned larger items of expenditure, one off works for the financial period, maintenance contracts for the development and electrical and insurance costs for the industry. Financial trends are considered for all items of expenditure with a requirement to cover costs with a realistic and reasonable budget required at all times to uphold the value of your property.

Where does my money go?

The service charge monies are paid by using your unique reference number to properly allocate your payment to the interest-bearing client account held on trust for your development in accordance with the Landlord and Tenant Act. The funds are then expended where required in line with the Lease/Property Transfer and in accordance with any expenditure limit in accordance with the agreement BNS have with their Residential Management Company client or freehold client.

There is an element of reserve fund in the service charge budget I have received. What is this for?

If permitted by your Lease or Transfer Deed money will be collected to be put aside into a reserve fund. This is a fund set up to pay for planned and cyclical larger works due on the development in the future such as roof replacement, external decoration, flooring replacements for Leasehold properties or  replenishments of equipment/surfaces, trees/hedgerows etc for estate managed properties.

Who are BNS and what fees do they receive?

BNS is a managing agent that acts on behalf of the Residents Management Company or Freeholder. BNS charges an annual fee for our services in accordance with their agreement with the client. These services cover an all-encompassing management service covering  administration and secretarial work, maintenance management, insurance management, accountancy management, compliance management and Health & Safety management. You will find details of how much this is within the annual budget you receive with your Application for Payment.

I have received an invoice for a year end adjustment. What is this for?

The Application for Payment you may have received will have been based on an estimate of what BNS and the Freeholder or Directors of the Management Company believed would be spent in that year. At the end of the year, service charge accounts will be completed which detail the exact amount that was actually spent compared to the estimate. If required by your Lease or Transfer Deed, a year end adjustment will be made so that the amount collected matches the amount spent. Therefore, if there has been an overspend you will receive an invoice to cover the shortfall. Similarly, if there has been an underspend, your service charge account will be credited. The amounts will be proportioned as per the contribution outlined in your lease/transfer deed.

What happens if I do not pay my service charge?

If you do not pay your service charge we will start our debt collection procedure. This will incur further fees being added to your account and could lead to Solicitors being appointed to act in the recovery. All service charge monies are legally due and owners have entered into a legal agreement to pay them when purchasing their property. Failure to pay promptly could result in serious legal and financial implications for the respective debtor.

Can I legally withhold payment of my service charge?

You are not legally permitted to withhold payment of service charge. If you believe the charges to be unfair, you will need to apply to the First-tier Tribunal (Property Chambers) for them to make a decision on the reasonableness of these charges. Failure to pay your service charge may result in essential items not being able to be addressed at your property resulting in the development being devalued and higher risk placed upon yourself as the defaulting homeowner.

If I make a service charge payment, when will it show on my Tenant Statement?

Payments you make may not show straight away as the bank account paid into will need to be reconciled by our accounts department. This may take up to four weeks. Should you require confirmation of receipt in the meantime, please let us know and we can check this for you.

Is my service charge likely to increase?

BNS and the client look at the level of service charge on an annual basis. We look at whether the cost of any services such as cleaning or gardening is likely to change and what works are due to be carried out on the development of the next year and estimate their costs. Due to this the amount of service charge you are asked to pay can go up or down.

The budget is always approved by the Freeholder or Directors of the Management Company before being sent out to all homeowners.

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Find out more

Want to find out more? Get in touch! We'll be happy to answer any questions you might have.
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