Frequently Asked Questions

Our Partners have been in the property management industry since the early 2000s, with over 20 years' combined experience in leasehold and freehold estate management. They have worked at some of the UK's leading managing agents before launching Pearl Property Partners in January 2024.

Every Pearl client is managed directly by a Partner, one of our own principals, who personally oversees your building. We keep our workloads sustainable so each client receives the attention their building deserves. We are also powered by B-hive Property Solutions, which provides institutional-grade compliance and financial infrastructure behind our personal, hands-on service.

We cover Greater London and the Home Counties, including Bedfordshire, Hertfordshire, Buckinghamshire and Essex, with coverage extending into the South East and South West. If your block is outside these areas, please get in touch, we may still be able to help.

Pearl Property Partners is a member of The Property Ombudsman. We are powered by B-hive Property Solutions (a trading name of HML PM Limited), which is authorised and regulated by the Financial Conduct Authority. Client funds are held in fully ring-fenced designated trust accounts in compliance with client money regulations.

Residents can submit maintenance requests through our interactive online portal, by email, or by phone. Your dedicated Partner personally handles all requests. We aim to respond within 48 hours and prioritise urgent issues to ensure resident satisfaction and safety. All requests are logged and tracked so you can follow progress through the portal.

Yes. We provide a 24/7 emergency contact service for urgent issues outside business hours. Building emergencies such as flooding, security breaches, and fire safety concerns are handled immediately, ensuring residents always have support when it matters most.

We operate a rigorous vetting process that covers insurance, qualifications, references, and work history. We prioritise local contractors for faster response times and cost-effectiveness. If your block has preferred contractors you would like us to use, we are happy to work with them, subject to the same vetting standards we apply to all contractors on our approved list.

Visit frequency is agreed with each client based on the size and requirements of the building. As a minimum, we conduct regular scheduled inspections. Many of our blocks receive monthly or bi-monthly visits. During major works or periods of heightened activity, visit frequency increases as needed.

Our clients receive comprehensive management reports on a regular basis. These include expenditure reports showing all spending against budget, budget vs actual comparisons, aged debtor reports covering outstanding service charge payments, and property tracker summaries of operational activity on the building. All financial data is also accessible through the resident portal at any time.

Yes. All client funds are held in designated trust accounts, fully ring-fenced from Pearl's operating funds. This means your service charge money is always protected and accounted for separately. This arrangement complies with RICS Client Money Regulations through our B-hive partnership, providing an additional layer of security and regulatory oversight.

We develop a comprehensive handover checklist in consultation with the outgoing agent. A dedicated Partner leads the transition, establishing a clear timeline of actions and keeping directors informed at every stage, before, during, and after the handover. Residents receive an introduction letter explaining the change, portal access is set up from day one, and we arrange a residents' meeting to introduce ourselves and build a proactive plan of action for the building. For a full overview, see our Why Choose Pearl page.

It is simpler than most people think. If your block has an RMC (Resident Management Company) or RTM (Right to Manage) company, the directors have the authority to appoint a new managing agent, typically subject to the notice period in the existing management agreement. If your block does not have an RMC or RTM company, the Right to Manage may be an option. We handle the entire transition process so directors can focus on the decision rather than the logistics.

Your Partner maintains regular communication with the board through meetings, calls, and email. All leaseholders have access to our interactive resident portal for submitting maintenance requests, viewing financial information, and receiving building updates. We also schedule regular board meetings, typically quarterly or as agreed, to discuss ongoing issues, review performance, and plan ahead. Our approach is proactive: we keep you informed rather than waiting to be asked.

We follow a structured complaints procedure. All complaints are acknowledged promptly and investigated thoroughly. We work to mediate conflicts, ensure resolutions are fair and documented, and prioritise open communication throughout the process. As a member of The Property Ombudsman, we adhere to their Code of Practice, and residents have access to the Ombudsman's independent dispute resolution service if they feel their complaint has not been resolved satisfactorily.