annual report 2015–2016 - arma · 2017. 6. 9. · 2 annual eport 2015–2016 the association of...

© 2016 The Association of Residential Managing Agents Ltd

ANNUAL REPORT2015–2016

2 Annual Report 2015–2016The Association of Residential Managing Agents

“For many years ARMA has been viewed as an organisation which punches above its weight. I believe this to be more true than ever. I continue to be impressed by the regard in which the organisation is held in the sector as a whole.” Chairman, Martin Perry ma firpm


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Chairman’s Overview

ARMA Governance Chart

The ARMA Team

ARMA Governance

ARMA Regulation

Financial Report

Technical Committee Report

Membership Report Audit Report

Training Report

Ombudsman Report

Working for Members — Policy and Campaigning

Marketing Report

ARMA Independent Regulator & Panel Annual Report 2015–2016

Duties of the Independent Regulator & Panel

Introduction

Disciplinary Cases

Review of Bye-Laws and the ARMA-Q Operating Procedures for the Independent Regulator and Regulatory Panel

Challenges

Developments since May 2016

Report Contents


This has been the first complete year of operation under the new regime ushered in by ARMA-Q, that is with accredited members, independent regulation, and member audits. It's been interesting to see the changes in Council's workload which have resulted, and there is no doubt that ARMA is taking more interest in, and more responsibility for, the conduct of its members. Various issues have shaken down out of the new arrangements, and these have combined to focus our attention on ARMA's own governance and procedures. All of this has been necessary, and positive, and my view is that ARMA has matured as an organisation as a result.

This can only be to the good, and strengthens the ARMA brand which in the last year was, for the first time, the subject of targeted national advertising. I hope members were as impressed with the campaign as I was, and there were very positive results in terms of responses and enquiries. That said, national advertising is very expensive and is not something our resources will allow routinely; Council has considered the costs and benefits carefully. However, we remain committed to promoting ARMA's brand, the strength of which offers tangible commercial benefits to members.

ARMA has lost some members in the transition to our new regime, and rightly so – had we designed standards to which all members were already compliant we would have achieved little. But we also have several new members, and further applications pending. The bar has been raised, and the sector recognises this.

It has been a year of change at the top: Michelle Banks stood down in July 2015 from what we had decided was a role requiring more than one full-time appointment. For nine months our newly appointed Chief Operating Officer, Noella Morton, filled the breach and managed a very significant workload along with a number of specific challenges including staff recruitment, a complete IT review, a Conference at an untried new venue, and to top it all an office move. It is only right that we recognise here the extraordinary commitment Noella has made to ARMA in the last year, and the amount she achieved in highly pressured circumstances.

In April this year Nigel Glen was finally able to take up the role of Chief Executive. I believe we are fortunate to have someone of Nigel's calibre in this position, and as I hope members will discover he is highly committed and very keen to develop the member benefits which ARMA provides.

Sean Cahill also joined the team as Communications and Marketing Manager, and we were delighted to welcome back Diana West (Niño) as Membership Officer. The Secretariat team is in very good shape.

Both Noella and Nigel created Council vacancies, and Michael Toogood was elected to Council at the AGM. During the course of the year Matt Kirk took over as Chair of the Technical Committee, and Tony Hymers as Chair of Finance and Corporate Affairs. Council also nominated William Heneker as Chair Elect and William will take over at the 2016 AGM. My thanks go to all Council and Committee members for their contributions and commitment, all of which is given voluntarily.

Chairman's Overview Martin Perry ma firpm

“We remain committed to promoting ARMA's brand, the strength of which offers tangible commercial benefits to members.”

Martin Perry ma firpm


We were very pleased to secure a year's extension of Keith Hill's contract as Chair of the Regulatory Panel and have continued to benefit from Keith's considerable experience and judgement on all regulatory matters. The creation of any new judicial system inevitably throws up unforeseen situations and complications, and Keith's long experience in law making has been invaluable to us in addressing these issues as they have arisen.

And so to Wimbledon. ARMA secured the lease on its new offices on 26th February, and finally has a base which stands alongside our reputation without embarrassment. It is entirely fitting that this coincides with our other aims and achievements: stronger brand, higher profile, greater accountability, professional offices for a professional organisation. The excellent meeting room is now used routinely for Council and Committee meetings, as well as training days, achieving notable savings on venue hire. It is also a much nicer place for the staff to work in, and a good deal easier to get to than Battersea Park Road.

Work on a number of internal projects was ongoing as March 2016 ended, including the first revision of our Standards, comprehensive review of our Bye-laws, and the updating of the Regulator's Operating Procedures. Design and implementation of the Benchmarking project was also well underway. We also, of course, now have member audits in full swing.

We remain committed to furthering relations with other organisations and maintain close links with RICS, IRPM, ARHM, and LEASE among others. The year saw changes in personnel at DCLG and we are working to build relations with those newly responsible for leasehold, although it seems unlikely there will be any significant changes promoted by Government in the near future.

For many years ARMA has been viewed as an organisation which punches above its weight. I believe this to be more true than ever. I continue to be surprised by the calibre and commitment of those who work for ARMA, paid or not, I continue to be impressed by the regard in which the organisation is held in the sector as a whole, and I also believe that we genuinely have cause to be impressed by our membership's responsible, committed and forward-thinking response to the challenge presented by accreditation and audit.

Thank you for your support of ARMA, and my very best wishes to you for the year ahead.

Martin Perry ma firpm

Chairman

Chairman's Overview (cont.)

“ARMA secured the lease on its new offices on 26th

February, and finally has a base which stands alongside our reputation without embarrassment. It is entirely fitting that this coincides with our other aims and achievements: stronger brand, higher profile, greater accountability, professional offices for a professional organisation.”


ARMA Governance ChartAs at April 2016

ARMASOLICITORS

Laceys LLP

ARMAAUDITORS

HartleyFowler LLP

CONFERENCE COMMITTEE

Sue Petri (Chair)

Firstport Bespoke Property

Service Ltd.

Daniel BurkinshawBurkinshaw Block Management

Michael LeeHML Shaw & Co Ltd.

Michael Maunder TaylorMaunder Taylor

FINANCE AND CORPORATE AFFAIRS COMMITTEE

Tony Hyners (Chair)

Burlington Estates


William HenekerLamberts Charted Surveyors

Michael LeeHML Shaw & Co Ltd.

Michael ToogoodKnight Frank LLP

TECHNICAL COMMITTEE

Matt Kirk (Chair)

Rendall & Rittner Ltd.

Karl ArdernWarwick Estates Property

Management Ltd.

Vanessa Brandham Rendall & Rittner Ltd.

Sue PetriFirstport Bespoke Property

Services Ltd.

Daniel PotterMainstay Residential Ltd.

James Tarr Andrew Letting and Management

Michael Maunder TaylorMaunder Taylor

Lisa WarrenResidential Management Group Ltd

COUNCIL

Martin Perry* (Chairman)

MA(Cantab), FIRPMWest of England Estate

Management Co Ltd.


Michael ToogoodBSc Hons, AIRPM Knight Frank LLP

Maxine Fothergill MIRPM, AssocRICS

AMAX Estates & Property Services Ltd.

William Heneker* BSc(Hons) MRICS MIRPM

Lamberts Chartered Surveyors

Tony Hymers FIRPM, MRICS

Burlington Estates

Ben Jordan* (immediate past chairman)

FIRPMPremier Estates Ltd.

Matt Kirk BA (Hons), FIRPM, AssocRICS


Michael LeeBSc(Hons), MRICS, RICS

registered valuerHML Shaw & Co Ltd.

Sue Petri BA Hons FIRPM

Firstport Bespoke Property

Services Ltd.

* These members also form the Executive Committee


The ARMA Team

Dr. Nigel Glen, Chief Executive Officer, works with and is supported by the following team members:

Chief Operating Officer Noella Morton

Technical adviceHelen Christie Geraldine Shortall (part time)

TrainingGeraldine Shortall (part time)Yen Ly Helen Christie

Communications, marketing and eventsSean CahillYen Ly

Membership servicesDiana West (Niño)

Office ManagementSharon CoretteYen Ly

Clerk to Regulatory PanelJane Forsyth (part time)

FinanceAndrea Kibble (consultant) Susannah Dora Majlati (part time)

HR adviceSchofield HR (consultant)

Dr. Nigel Glen ba (hons)(oxon), ma (hons)(oxon), d.phil (oxon), mirpm

EDUCATION COMMITTEE

Matt Kirk (Chair)


William HenekerLamberts Chartered Surveyors



ARMA Governance

The Association of Residential Managing Agents was established as a company limited by guarantee in 2004. It is governed by an elected Council of 12 members, all of whom have to be principals or senior managers of member firms. As Council members they are also directors of ARMA Limited.

The Council's powers and responsibilities are set out in the Memorandum and Articles of Association, underpinned by the Company Bye-Laws. Council members may serve for up to two three-year terms. The Council elects a chair and vice chair and an Honorary Treasurer from among their number, who will normally serve in that capacity for two years, which may be in addition to their two terms as Council members. By convention, the vice chair normally succeeds to the chairmanship.

Council members are appointed as volunteers and receive no remuneration (other than reimbursement of necessary and reasonable expenses).

During 2015 Jonathan Smith and Noella Morton resigned from Council. They had both given enormous commitment during their service. To ensure an orderly succession in appointments to the Board, the Council appointed a nomination committee, chaired by Martin Perry, current chair.

The Council sought nominations from members. The committee interviewed nominees against set criteria and taking account of the benefits of diversity. It also checked that nominees were able to devote sufficient time and commitment to the role.

Following this process, the Council nominated two candidates to the AGM for appointment to the Council. Members at the AGM voted to approve these appointments. The Council may delegate its business to committees or working groups. In the report year, these were the Technical Committee, the Conference Committee, and the Finance and Corporate Affairs Committee.

In the report year the full Council met three times, Technical Committee met twice and the Conference Committee met four times. The AGM was held on 4th November 2015, ahead of the Members' annual dinner that night and the Annual conference the following day. (5th November.)

The Council Chair, vice chair and the immediate past chair make up an Executive Committee, which takes day-to-day management decisions on behalf of the Council, such as approving membership applications. The Council’s work is supported by the ARMA Secretariat, based in Battersea, southwest London during the current reporting year. It was headed by Michelle Banks, Chief Executive Officer, until her retirement in July 2015.

Following the announcement to retire by Michelle Banks, Council decided to split the role of ARMA Chief Executive into two: a Chief Operating Officer with a membership focused role, responsible for the day to day management of ARMA and the overall performance of the organisation and delivery of member services; and a part-time Chief Executive with an external facing role leading ARMA’s policy development and strategic vision for the future.

Noella Morton was appointed to the role of Chief Operating Officer in July 2015 and was joined by a Chief Executive early in 2016, Dr Nigel Glen.


ARMA Regulation

The regulation of ARMA members is now completely independent and no longer undertaken by ARMA itself. (The Practice Committee, which used to perform this function, has been disbanded). This means greater confidence for consumers in the accreditation of ARMA members and handling of complaints.

ARMA members are regulated by an independent regulator — the Right Honourable Keith Hill — supported by a panel of eight independent members, each with relevant professional expertise. No-one on the panel is connected with ARMA or its members and, importantly, leaseholders themselves are represented.

The role of the Panel is to:

• Determine disciplinary outcomes of cases brought before the Panel• Review the operation of the regulatory regime and report to ARMA's

Council on its effectiveness with recommendations for improvement in the light of experience

• Advise Council on adjustments to standards in the light of experience and lessons learned

• Oversee the accreditation of existing and new members• Submit an annual report to ARMA's Council on the operation to the

regulatory regime and any decisions on disciplinary cases

Since the ARMA-Q go live date the Regulatory Panel now manage the disciplinary function for the association. Any disciplinary cases are determined by reference to the ARMA-Q Consumer Charter and Standards.

The Council published a set of operating procedures which are published on the members' area of the ARMA website.

The third Annual Report from the Regulator is published at the end of this document (page 25).

The Regulatory Panel

Rt Hon Keith Hill, ChairFormer Minister for Housing and Planning

Claire Andrews Barrister

Carolyn CarterChartered Accountant

Judith Goulden Solicitor

Paul JacksonFormer Senior Civil Servant and Lay member of the Bar Standards Board (Resigned April 2016)

Alun JonesBarrister Alan WalkerRMC Director and leaseholder

Steve WinfieldCompany Director

“Our members’ accreditation process, ARMA-Q (launched in May 2013) has to date boosted the Association’s reserves by £170,000 and we agreed last year that the intention was to invest in a large marketing campaign to raise the corporate profile of the Association and therefore aid our members.”


The Association’s aim is to provide good quality membership services at a cost that represents value for money.

The Association has traditionally three main income streams: membership subscriptions; training courses; and the annual conference. In this current year we have also continued to receive other income from members ARMA-Q Accreditation and consultancy fees, as well as ARMA-Q Audit fees, which are effectively a disbursement for the costs of work carried out by the RICS.

Training course income has continued to increase due to the demand for more courses and the promise to add even more to the 2015–16 programme. Our in-house courses, where possible, have also remained very popular with member firms to assist with their staff development and CPD requirements. Now the Association has moved to larger premises, with the added benefit of a bespoke training facility, we are able to offer smaller group training courses for beginners on request.

Whilst it aims to build up some reserves as a contingency against unforeseen expenses, ARMA has listened to its members and used the operating surplus to support member services specifically in the form of raising the profile of ARMA and its members. This last year has been an exceptional one for the Association, with a large number of projects being put in place to position the Association for future growth, some of which are set out in more detail below.

This year the Secretariat took the brave decision, given the ever-increasing demand for tickets to attend the Association’s annual conference, to change venues to increase the capacity from 450 to 700. After several years at the Queen Elizabeth II Conference Centre, a new venue, Central Hall Westminster was chosen. Income for the conference has increased and we are pleased to confirm that the event was a success with an overall gross profit for the conference of 21% (2015: 22%). I am pleased to report that a decision has been made to move the conference again in 2016 to a larger venue, The Grand Connaught Rooms in central London. We believe this to be a more convenient location, which will incorporate the AGM, annual dinner and conference all in the one place, making this easier for members attending all functions.

Our members’ accreditation process, ARMA-Q (launched in May 2013) has to date boosted the Association’s reserves by £170,000 and we agreed last year that the intention was to invest in a large marketing campaign to raise the corporate profile of the Association and therefore aid our members. We are pleased to confirm that £98,000 has been spent in 2015–16 on advertising and marketing initiatives, including our first nationwide marketing campaign featuring press coverage, website updates and a strong social media campaign. This work will continue in 2016–17 to “raise our voice” within the sector.

As mentioned above, the Association finally moved offices in April 2016 to a larger premise complete with a training room, which is also used for Council and other committee meetings. The old offices in Battersea Park Road were no longer fit for purpose, but as is the case in any move after such a long time in one place, this meant larger rental and service charge costs. The new office is now more conducive to that of a growing Association which has a clear intention to make its mark in the sector.

Other changes in the year have been in the area of staff recruitment after the retirement of Michelle Banks as the Association’s CEO. In July 2015, Noella Morton was appointed as COO, a new marketing specialist Sean Cahill in January 2016 and a new CEO, Nigel Glen was appointed in April 2016. These new staff members all add to strengthening the Secretariat team and help with the future growth of the Association.

Financial Report Tony Hymers firpm, mrics

Tony Hymers firpm, mrics


In general, expenditure was up on last year with increased direct costs of training courses and conference costs (in line with budget) external marketing assistance for the 2015 conference, rent and service charge costs, related office move costs and staff recruitment fees.

As a result of these investments in the future of ARMA, the results this year show a deficit of £71,507 compared with the previous year’s surplus of £214,198.

The Finance and Corporate Affairs Committee (FACAC) has continued to meet throughout the year with Tony Hymers as (Chairman), Daniel Burkinshaw, William Heneker, Michael Lee, and Michael Toogood. The meetings are also attended by Noella Morton (COO) and Andrea Kibble, ARMA’s external consultant accountant. The Committee provides strategic decision-making along with robust and inquisitive monitoring of the finances of ARMA in addition to corporate affairs, which has worked well over the year. FACAC will be meeting shortly to agree a strategy to prevent future deficits, yet continue to promote the Association through marketing initiatives.

The Association continues to prepare statutory financial statements, which are then audited by Hartley Fowler LLP. These are available on the members’ only section of the website, but if hard copies are needed please contact the office.

So moving forward into 2016–17 the Association continues to have a strong balance sheet, which will assist in the funding of any special projects as they arise. With continuing growth in membership and increased revenue in other areas we look forward to a successful year and exciting times for both the Association and its members.

For the year ended 30th April 2016

“The Committee provides strategic decision-making along with robust and inquisitive monitoring of the finances of ARMA in addition to corporate affairs, which has worked well over the year.”

2014–2015

£101,788

£174,020

£82,143

£98,400

-

£386,579

£22,098

£ 865,028

Expenses 2015–2016

Membership servicesConference costsTraining course costsARMA-Q Regulatory Panel costsARMA-Q Audit costsSecretariat & Office costsCorporation tax

Total

£232,882

£244,682

£115,554

£75,925

£98,448

£461,174

£17,723

£ 1,246,388

£ 1,079,226

2014–2015

£479,405

£223,530

£177,693

-

£131,075

£66,109

£1,414

Total £ 1,174,881

Members subscriptionsConference incomeTraining course feesARMA-Q Audit feesARMA Accreditation feesOther incomeInterest received

Income 2015–2016

£423,948

£313,620

£219,862

£94,971

£16,995

£103,796

£1,689

“I would like to record our thanks to the members of the committee who all give their time and efforts freely, allowing ARMA’s membership to benefit from their expertise and experience.”


It has been yet another busy year for ARMA’s Technical Committee (also known as Techcom), encompassing the usual work of drafting, revising and approving the ARMA Guidance Notes available to Members and as advertised on each weekly Members’ Circular. As well as ensuring there is an unrivaled wealth of knowledge to our members we also have 43 free Advice Notes for consumers on the public side of our website which Techcom has also been working on during the year.

On behalf of ARMA I would like to record our thanks to the members of the committee who all give their time and efforts freely, allowing ARMA’s membership to benefit from their expertise and experience. Our thanks go to Karl Ardern, Vanessa Brandham, Michael Maunder Taylor, Sue Petri, Daniel Potter, James Tarr, and Lisa Warren for their sterling contributions. As ever, the committee is also supported, assisted, (and sometimes cajoled), by ARMA’s Technical Officer Helen Christie. There are now over 100 Guidance Notes. The subjects for Guidance Notes are continually under review and the committee along with Helen are always reviewing which ‘new’ subjects may require a Guidance Note to ensure that the membership is well served and has access to relevant and helpful information. By way of example the Guidance Notes worked on this year included Construction (Design & Management) Regulations 2015, Pest Control and Money Laundering. The work plan for Techcom ensures it is methodically working through the Guidance Notes that require review and revision, as well as producing new Guidance Notes. Along with updating and drafting new Guidance Notes and Advice Notes, Techcom also reviewed all the existing Guidance Notes to include applicable reference to the ARMA Standards and as we did with the Advice Notes in the previous year, all Guidance Notes were rebranded and published on a new, more user friendly template.

This was a huge job that took considerable time but the feedback has been incredibly positive. The membership can now easily identify the Standards to comply with in each area of residential long leasehold management without the need for cross referencing to other publications.

Technical Committee Report Matt Kirk ba (hons), firrm, assocrics

Matt Kirk ba (hons), firrm, assocrics


As a reminder to Members, the Guidance Notes relate to all aspects of residential long leasehold management and they are accessible via the member’s area of the ARMA website (under the Documentation Library tab) and cover the following categories:

Section A Landlord & Tenant Legal MattersSection B Health & SafetySection C Maintenance/Contractors/ConstructionSection D Clients: Companies & AccountingSection E Property AdministrationSection F Business ManagementSection G Miscellaneous (items falling outside of the above categories)

As well as Techcom members, ARMA draws on the expertise of its Health & Safety Consultant, Mark Snelling, as well as the ARMA Health & Safety Forum, again made up of ARMA members working together to share knowledge, help other ARMA members, and to help shape wider public policy where possible. A member of the H&S Forum also sits on Techcom. More generally, whilst every effort is made to ensure the Guidance Notes and Advice Notes are comprehensive and correct, if you believe that they could be improved (or even corrected in some respect!) please do not hesitate to get in touch. We are here to assist you as the membership and wish to produce Guidance Notes and Advice Notes that are useful for you and your consumers and are of the highest professional quality. Also, if there is an area that you feel would benefit from a new Guidance Note or Advice Notes on a topic we do not as yet cover, again please let us know. We hope the membership continues to find the Guidance Notes and Advice Notes useful and valuable. We look forward to continuing to serve you in the forthcoming year.

Health & Safety

During the year, Mark Snelling was appointed Health & Safety Advisor for ARMA. Mark is a Director of Safetymark Consultancy Services and has a wealth of experience to assist members with their queries. He provides support for our technical officers and works with us to identify developments in Health & Safety law and practice that affect members' businesses.

Matt Kirk BA (Hons), FIRPM, AssocRICSChair of ARMA Technical Committee

“Techcom also reviewed all the existing Guidance Notes to include applicable reference to the ARMA Standards and as we did with the Advice Notes in the previous year, all Guidance Notes were rebranded and published on a new, more user friendly template.”


During this reporting period we again continued to see a fluctuation in membership. The main reason for this being that a number of firms who were previously corporate members chose to accept, on a short term basis, Associate status but then unfortunately did not go on to convert to Member within the agreed timescales and therefore were removed from membership. However, a number of these firms are now applying for membership as a new member, which is very positive news.

Members

‘A company successfully trading as a managing agent in residential long leasehold management for at least two years’.

The number of Members at year-end 30th April 2016 was 251. As ever, the greatest concentration of portfolio size/units managed remained in the 501 – 2,000 banding (110 firms). Whilst there was not much distribution movement between the other size bandings, interestingly the number of smaller firms joining noticeably increased over the previous year, 4% in the <500 managed units banding and 4% in the 501 – 2,000 banding. 10 member firms resigned during the year; five due to internal restructuring of the group company, two of which were subject to the buy-out of a larger company, two due to compliance issues and one with no reason given.

Member Portfolio

One RICS member firm joined during the year bringing the total of ARMA Members who are also members of RICS to 83; 33% of ARMA membership, a slight decrease from previous years. Only one RICS member firm resigned during the year.

Membership Report

“As ever, the greatest concentration of portfolio size/units managed remained in the 501 – 2,000 banding (110 firms).”

Number of Members

Units Managed

120

100

80

60

40

20

0

<500

501 –

2,0

00

2,001 –

4,0

00

4,001 –

8,0

00

8,001 –

20,0

00

20,0

01 – 5

0,000

50,0

01 – 10

0,000

>100,0

01


Associates

‘Managing agents working towards becoming a Member, but who don’t yet meet the two year trading rule’.

The number of Associates at the year-end was 19, all of which are due to convert to Member status within two years.

Affiliates

The total number of Affiliates as at 30th April 2016 was 82 and can be broken down as follows:

• Commercial service provider (e.g. accountancy firms, solicitors, developers etc): 58.

• Non-commercial company or organisation (e.g. landlord, RMC, RTM, Residents’ Associations): 21.

• Housing Associations acting only in their capacity as registered providers: 3.

Housing associations

Historically, housing associations have only been able to join ARMA as Affiliates, but with the introduction of self-regulation and a shift which now sees housing associations engaging directly in the management of residential long leasehold property, from August 2015 they were also eligible to join ARMA as either Members or Associates. A total of 12 housing associations belong to ARMA; one Member (with a further Member application received and being processed), eight Associates (two of which are in the process of converting to Member and the remaining 10 of which are due to convert to Member within two years) and three Affiliates.

Membership applications

During the period to 30th April 2016, 13 of the applications received for Member were not fully processed and remain ‘in play’ as further information or explanation was requested from the applicant firm and therefore are not reflected in the above figures.

“With the introduction of self-regulation and a shift which now sees housing associations engaging directly in the management of residential long leasehold property, from August 2015 they were also eligible to join ARMA.”


This year we saw the introduction of the ARMA audit. The overall aim of the audit being to provide an assurance to ARMA, its members, clients and leaseholders that accredited members of ARMA are complying and continue to comply with the ARMA Consumer Charter and Standards.

Why have an audit?

During accreditation firms pledge to maintain the highest level of customer service and demonstrate that they comply with the ARMA Standards and the principles of the Consumer Charter. This is done by submitting documentary evidence such as the management agreement and year-end service charge accounts, for a sample proportion of the clients they manage, based on the total number of leasehold units managed. Additionally, firms also submit for accreditation, the company procedures within which they operate, for example how a firm deals with repairs and maintenance. Through the audit, an integral component of self-regulation, ARMA is looking to test this to ensure that across the entire firm, in simple terms, a member doesn’t just talk the talk but they can demonstrate they also walk the walk.

ARMA firmly believes that the audit process will help raise standards across the managing agent sector and protect the public. By being open to scrutiny in this way, ARMA members are distinguishing themselves from competitors through a commitment to deliver high quality work and customer service for their leaseholders and clients.

At all times, ARMA’s aim is to help members maintain compliance with the ARMA Standards and if the audit finds that a member is not perfect, the advice and report that follows should be seen as a helpful tool to raise standards and not necessarily to punish members for any perceived wrong doing.

Why are ARMA & RICS working together?

We commissioned the RICS Regulation team to carry out the ARMA audits for us. ARMA has retained overall control of the scope and frequency of the reviews. The audit covers all the Standards and looks at issues that are not related to client money for jointly regulated firms.

ARMA shares a common interest with RICS to raise standards across the industry and a significant proportion of ARMA members, currently around 33%, are also Regulated by RICS. This joint approach removes duplication of audit activity and reduces the costs and inconvenience of overlap for the firms that might otherwise have been subject to two separate reviews and of course two sets of costs.

RICS has established a large and capable regulatory team that has built up skills and expertise over the last 25 years. By using the RICS team, ARMA also benefits from being able to use an established and efficient approach, and avoided the set-up, training and maintenance costs of a dedicated audit team of its own. It also gives the flexibility to develop a more focused approach to audit once we have analysed the results from our first three-year cycle of audit.

“ARMA firmly believes that the audit process will help raise standards across the managing agent sector and protect the public. By being open to scrutiny in this way, ARMA members are distinguishing themselves from competitors.”

Helen Christie firpm, assocrics

ARMA Technical Officer

Audit Report Helen Christie firpm, assocrics


“ARMA’s aim is to help members maintain compliance with the ARMA Standards.”

What will ARMA do with the audit reports?

Following the audit, both the member and ARMA receives a findings report from RICS that documents any issues raised, their seriousness and the recommended actions to remedy if applicable. Members should remember that at all times, ARMA’s aim is to help members maintain compliance with the ARMA Standards and the report, if not perfect, should be seen as a helpful tool to raise standards and not necessarily to punish members for any perceived wrong doing.

The vast majority of issues found in the audit process and the recommendations made can be resolved by the member without further action by ARMA. We cannot say it often enough that ARMA’s aim, as well as improving the standards for leaseholders, is to help members maintain compliance with the ARMA Standards.

If it appears there are compliance gaps, then further actions may be requested by ARMA, such as additional training. For example, if it is identified there is a lack of expertise within a company in the interpretation of leases resulting in non-compliance of a particular Standard, say 3.5.b where a member should in relation to alterations avoid imposing any restrictions that are not provided for within the lease, ARMA may require employees to attend a course on the topic of “Reading leases”. Other possible actions include re-review after a stipulated time period.

However, if a highly significant issue is found, for example illegal activity, fraud, major deviation from the ARMA Standards, ARMA reserves the right to take further action. Such cases will be passed to the independent Regulatory Panel to consider whether a disciplinary investigation is appropriate. The only exception to this is where there is a client money issue concerning a RICS regulated firm in which case RICS would take action.

To help members improve, just one of the aims of ARMA and self-regulation, ARMA will annually issue all members with a general summary of themes of the most common risk areas. Keep an eye out for the summary of findings for year 1 which analyses the results and findings of the 75 audits carried out that year. This gives ARMA the ability to develop a more focused approach to audit once the results have been analysed after the initial three-year period, early 2018, whereby all members will have had at least one audit and a fair testing of the scopes has been completed. Additionally, it will ensure that all members know what they need to focus on to comply with the ARMA Standards, and to provide a higher quality service to leaseholders.

Geraldine Shortall firpm

ARMA Technical Officer


Having happily pronounced 2014–15 a ‘bumper year’, I am delighted to report that 2015–16 has been an even bigger ‘bump’ and set out below a comparison chart.

Training ReportGeraldine Shortall firpm

“Plant & Utilities and Property Transfers proved equally popular — a member firm commented: “I attended the Property Transfer course in London late last year and it was excellent.”

Two courses were cancelled due to insufficient bookings, which incurred a small cancellation loss. As seen above, TC1 Introductory Course continued to reign as number one in the attendance charts (this would seem to indicate an expanding sector given this course is specifically for new entrants) and, yet again, TC11 Service Charge Accounting was the runner-up.

Given the appearance of the revised CDM Regulations and Heat Networks legislation in the year in question, two of the four new courses were dedicated to these subjects (both sold out on release). Plant & Utilities and Property Transfers proved equally popular — a member firm commented: “I attended the Property Transfer course in London late last year and it was excellent. As a result, we have changed our in-house procedures making things more streamlined, which have definitely increased efficiency and profitability with sales enquiries and notices of assignments, etc. So the course more than paid for itself.”

ARMA/Brethertons Webinars

A total of 17 webinars were run during the year (25 the previous year but this of course was boosted by the uncertainty of Phillips v Francis at the time which now has a final outcome). The most popular webinar in 2015–16 was ‘Understanding Residential Long leases’ with 88 registered, close runner-up ‘Block Insurance’ had 81 registered and hot on its heels ‘Challenging Insurance Provisions’ with 80. Least popular was ‘Insolvency with 19 registered.

2014–2015 2015–2016

Courses run

In-house

Attendees

TC1 delegates

TC1 numbers run

TC11 delegates

TC11 number run

New courses

39

11

783

204

11

145

8

2

49

13

1046

216

12

202

8

4


Although it has been a legal requirement since 1st October 2014 for all managing agents to belong to one of the three approved redress schemes only Ombudsman decisions involving ARMA members are reported to us.

In the year 2015–16 Ombudsman Services: Property (OSP) and The Property Ombudsman (TPO) reported a total of 114 case decisions (116 last year). Property Redress Scheme had no ARMA member cases to report.

Of the reported cases, 33 were ‘no award’ outcomes effectively finding in favour of the agent. Of the awards made, the lowest was £24 and the highest £3,380.40.

“It is a legal requirment for all managing agents to belong to one of the three approved redress schemes.”

Ombudsman Report


Part of ARMA’s commitment to its members is to keep them informed of developments that will affect them: whether these spring from Government policy and legislation, from court judgements, or from commercial initiatives.

Section 20

One of the recommendations made by the Competitions and Market Authority (CMA) in December 2014 was that “DCLG review/revise Section 20 of the Landlord and Tenant Act 1985”. On 23rd March 2015 the Government published its response to the CMA study, which amongst other things, indicated DCLG’s willingness to review Section 20 and in particular consider increasing the trigger for qualifying works of £250 (and £100 in respect of Qualifying Long Term Agreements).

ARMA hosted two round table meetings during the current reporting period to consider options for making Section 20 more effective with both being attended by officials from DCLG. Before any changes can be put to Government an impact assessment needed to be prepared and in order to do this data would need to be collected from within the industry about the operation of Section 20 in its current format.

ARMA undertook to conduct a survey of its members to gather evidence on the number and nature of consultations undertaken under Section 20 during the preceding 12-month period.

The survey was conducted electronically and launched on 18th August 2015 and closed in September 2015. The survey questions were designed to capture the fullest picture regarding the Section 20 activity of members and therefore covered a range of subjects relating to all aspects of the consultation.

The aim of the review was to achieve a balance between protecting leaseholders and raising the threshold that triggers consultation to a more effective level.

From the survey ARMA was able to compile a report that posed a number of questions for consideration and a review meeting was held in January 2016 and attended by a cross section of the industry, government and leaseholder representative bodies. The report and the conclusions were then provided to DCLG in February 2016.

LPE1 and LPE2

ARMA also formed part of the working group comprising the UK’s leading experts involved in the revising of the Leasehold Property Enquiries form (LPE1), along with the introduction of a new buyers leasehold information summary (LPE2) following recommendations in the CMA report that a standard set of questions are used as part of the conveyancing process to ensure that the prospective leaseholder has sufficient information to make an informed decision on the purchase. The second edition of the LPE1 form and the new LPE2 form were released on 1st October 2015.

ARMA was fully supportive of the attempts to standardise the process and raise standards. The improvement of the LPE1 and additional LPE2 will assist in working towards greater consistency and providing quality information to the consumer in the buying process.

ARMA was one of 12 organisations to sign a Memorandum of Understanding in October when the new forms were released. The group represented all leading organisations in conveyancing, estate agency, property and leasehold, with all the organisations endorsing the new form and recommending it for use.

Working For Members Policy & CampaigningNoella Morton firpm, assocrics

“From the survey ARMA was able to compile a report that posed a number of questions for consideration and a review meeting was held in January 2016 and attended by a cross section of the industry, government and leaseholder representative bodies.”

Noella Morton firpm, assocrics

ARMA Chief Operating Officer


Both the LPE1 and LPE2 forms are available to download from the Leasehold Library on the ARMA website:

• LPE1 is the Leasehold Properties Enquiry Form, which requires responses from the landlord, RMC, RTM Company or managing agent to detail pre-contract enquiries.

• LPE2 is a summary of information for buyers. It is filled out by the party completing the LPE1 form and sent to the buyer by their solicitor.

Advice for leaseholders

Another area recommended by the CMA included the publication of an information sheet for prospective leaseholders to help educate buyers about the nature of leasehold and the rights and obligations of leaseholders. November 2015 saw the launch of the information sheet for prospective leaseholders by LEASE. Estate agents selling a leasehold property are obliged to provide information to prospective leaseholders.

ARMA was one of the stakeholder organisations involved in the production of the information sheet ‘Things to know before you buy a flat’ and this is available on the Leasehold Library section of the ARMA website. The sheet contains a link to a two-page document ‘Thinking of buying a flat’, which goes into more detail on the distinction between freehold and leasehold properties.

In April 2016 the CMA provided an update of what had been achieved to date and what further work remained in progress. Much had already been achieved particularly with regard to improvements in pre-purchase information and redress, as well as significant developments in relation to the non-statutory codes. In addition, it looked forward to outcomes from DCLG’s work in relation to Section 20 with the ARMA-led work having been fed back to DCLG and which will inform the department’s priorities with regard to revising the notice.

Flood Re

ARMA continues to work with other organisations and leaseholder groups and one particular area of concern is the controversial new flood scheme that came into effect across the UK on 4th April 2016. The scheme is intended to ensure the availability of affordable flood insurance for an estimated 350,000 homes at risk of flooding. However, Flood Re does not cover most leasehold flats.

Homes which are excluded are:

• Homes built on or after 1st January 2009.• Small business and leasehold properties (4+ residential units).

Government granted a concession whereby leasehold blocks of three units or fewer will now be included, yet a requirement for the freeholder to live on site and be the purchaser of insurance only serves to make this ineffectual.

The Flood Reinsurance (Scheme and Administer Designation) Regulations 2015 and the Flood Reinsurance (Scheme Funding and Administration) Regulations 2015 implement Flood Re. Under the scheme a levy will be imposed on home insurance, with insurers making an annual contribution to a centrally managed fund.

ARMA, along with other stakeholder and leaseholder organisations, are concerned about the groups that fall outside its scope. Those groups contain several million property owners, residential leaseholders and the private rented sector landlords and we will continue to lobby Government.

“ARMA was one of the stakeholder organisations involved in the production of the information sheet ‘Things to know before you buy a flat’ and this is available on the Leasehold Library section of the ARMA website.”


Regional Briefings

Six regional briefings were held between May and June 2015 in Birmingham, London (2), Southampton, Manchester, Exeter and London and attended by 433 members.

The briefings offer the chance to network with fellow members over lunch, followed by an afternoon of updates on ARMA initiatives and current hot topics, including common building defects, combined heating and power, technical and legal round-ups and a breakout session.

Conferences and events

ARMA enjoyed a successful RESI 2015 Housing Conference in September 2015. The three-day conference, which aims to facilitate cutting edge housing debate, attracted over 800 delegates and provided the opportunity to raise the profile of the Association and advise delegates on appointing an ARMA member.

At the National Housing Group conference in October 2015, ARMA provided an explanatory letter and guide to joining the Association in all delegates’ bags.

In October 2015, ARMA took part in the National Leasehold Conference. This event is aimed at housing associations and Chairman, Martin Perry, participated in a panel session along with other sector luminaries.

Five ARMA members attended a round table chaired by LEASE in January 2016 to discuss improving collaborative working between managing agents and housing associations to achieve better management of sites.

Following on from this ARMA attended and exhibited at the LEASE Annual Conference 2016 in February 2016 in central London.

In recognition of its position as experts in leasehold management, ARMA was invited to a Companies House event in Brighton in February 2016 to help RMC directors gain a greater understand of their role and responsibilities. Technical Officer, Geraldine Shortall, attended to answer queries and raise the profile of ARMA and Council member Daniel Burkinshaw provided an excellent presentation on the role of RMC/RTM directors.

Marketing video

In October 2015, ARMA produced a marketing video as part of its ongoing support for members. The video outlined the importance of using an ARMA member and the unique benefits that membership and independent regulation bring. The video is available for members to embed within their own company websites, or to download in a slideshow format for use as part of business presentations.

Annual Conference 2015

ARMA’s 20th Annual Conference, entitled ‘Bigger, Better, Stronger’, was held on 5th

November 2015 at Central Hall Westminster and attended by a record 700 delegates, sponsors and exhibitors.

The day was moderated by award-winning broadcaster, journalist and author Gavin Esler, who also presented a session on the political context of the residential property market.

Marketing ReportSean Cahill

“In recognition of its position as experts in leasehold management, ARMA was invited to a Companies House event in Brighton in February 2016 to help RMC directors gain a greater understand of their role and responsibilities.”

Sean CahillARMA Communications & Marketing Manager

SETTING THE STANDARDSIN PROPERTY MANAGEMENT

Appoint an ARMA accredited residential leasehold management specialistand you can be totally confident of getting the best possible servicefor your service charge. To earn ARMA accreditation, a member has toachieve an exacting, ongoing professional standard covering everythingfrom service and communication to financial transparency.

So look for the ARMA logo for accreditedManaging Agents who are compliant, audited,independently regulated and transparent.

For more information on the advantages of

working with an accredited ARMA member visit:www.arma-raisingstandards.co.uk

@ARMAleasehold


Sessions included: Simon Rubinsohn, Chief Economist at RICS, speaking on the key trends in the housing market; Steve Michaux, Director at A2Dominion Housing, addressing delegates on the changing market of mixed tenure; Katie Bond, Director of Notting Hill Home Ownership spoke about the relationship between housing associations and managing agents; Karl Ardern, from ARMA’s Technical Committee, provided an entertaining and extremely useful technical update; Barrister Justin Bates and solicitor Cassandra Zanelli gave a legal round-up for managing agents; Chris Smith from the National Measurement and Regulation Office gave a detailed presentation on The Heat Network (Metering & Billing) Regulations; and Maggie Cowing from the Chartered Institute of Loss Adjusters advised delegates on coping with disasters.

2015 marketing campaign

A major marketing campaign was undertaken during November 2015 to raise awareness of ARMA and its members through an integrated campaign comprising press and online advertising, the creation of a microsite (www.arma-raisingstandards.co.uk) and social media. The target audiences were RMC directors, landlords, developers and housing associations and leaseholders in general.

Campaign effectiveness was measured through standard analytical tools: • The microsite achieved 18,720 hits from online display and Google Pay Per Click

(PPC) advertising • 84% of website traffic came from online banner ads on approximately 80 consumer

and trade websites • 5% of website traffic was delivered by PPC • 6% came direct when typing in the full URL • 5% from Googling ARMA, managing agents, property management, etc• Six membership enquiries were received• 179 Twitter followers were gained• 336 tweets over the period.

The statistics give a strong indication that the online element of the campaign was successful; particularly display advertising, although it is more difficult to measure the effectiveness of traditional press advertising. Anecdotal evident suggests that the ads were seen and noted by members.

Awards

ARMA was shortlisted in two categories of the Association Excellence Awards 2016: Best Advancement of a Cause — recognising ARMA-Q’s role in promoting and implementing self-regulation; and Overall Best UK Association.

Although ARMA did not pick up a first prize on the day, the Awards acknowledge excellence and exceptional achievement in trade and professional associations and it was an achievement in itself to have achieved a place on the shortlist.

Member communications

We continued to provide industry news and updates during the reporting period via a weekly Members’ Circular and this is supplemented by our quarterly AQD newsletter. We are active on social media – Twitter and LinkedIn.

“The statistics give a strong indication that the online element of the campaign was successful; particularly display advertising.”

Advert and online banner

ARMA Microsite

The Association of Residential Managing Agents Ltd3rd Floor, 2–4 St George's Road, Wimbledon, London SW19 4DP Company Limited by Guarantee Registered in England No. 5128635 at the above address

VAT Number: 707 3118 58

Contact Us

Telephone 020 7978 2607

[email protected]

@ARMAleasehold

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ARMA INDEPENDENT REGULATOR & PANELANNUAL REPORT 2015–2016


Duties of the Independent Regulator & Panel

Under the ARMA-Q self-regulatory regime, the duties of the ARMA Independent Regulator and Panel are as follows:

(a) To determine disciplinary outcomes of cases brought before the Panel;(b) To review the operation of the regulatory regime and report to ARMA's Council on its effectiveness with recommendations for improvement in the light of experience;(c) To advise Council on adjustments to Standards in the light of experience and lessons learned;(d) To oversee the accreditation of existing and new members; and(e) To submit an annual report to ARMA's Council on the operation of the regulatory regime and any decisions on disciplinary cases.

Introduction

The past year has seen steady progress in the operation of the regulatory regime. The number of disciplinary cases undertaken and brought to a conclusion has been limited. However, the system has proved its flexibility (as demonstrated in the pre-application hearing of the FirstPort Retirement Property Services Ltd cases). It has also been obliged to demonstrate its resilience in the face of unprecedented challenge, although this has placed significant strain on the regulatory machinery. Important work has taken place in revising the Regulatory Panel’s operating procedures to make them better fit for purpose. Finally, arrangements for the succession of a new Regulator have been completed in a timely fashion. It should be noted that, whilst most of the following covers the normal reporting period (April 2015 to May 2016), on this occasion for greater completeness in the light of the impending retirement of the current Independent Regulator the Annual Report is extended to record developments to the end of July 2016.


Disciplinary Cases

Between April 2015 and May 2016 five new complaints relating to ARMA members were notified to or originated by the Regulator and recorded in the Case Log. Of these, two are ongoing, two have been concluded as a result of the acknowledgement and rectification of error after the initial stage of investigation and one has been closed at a preliminary stage, being outside the Regulator’s remit. However, three cases originating in 2014 and earlier in 2015 have been heard and determined in this period.

There have been no new cases notified to or originated by the Regulator and recorded in the Case Log during the period post May 2016 to July 2016, although two ombudsman decisions are currently undergoing preliminary review.

Interestingly none of these cases originated as ARMA member complaints against other ARMA members, which was a much remarked aspect of some of the earliest cases dealt with under the new self-regulatory regime. On the other hand, in a new development two of the cases resulted from the new post accreditation RICS audits of member firms and drawn to the attention of the Regulator by ARMA secretariat. These and other cases concerned failures to meet ARMA-Q Standards or Bye-Law requirements in block management procedures. The Panel also dealt with health and safety issues and the inappropriate use of the ARMA logo. Adverse determinations are posted on the ARMA website.

The flexibility of the regulatory system was demonstrated in the pre-membership application hearing of the complaints against FirstPort Retirement Property Services Ltd (FRPS) on 29th February 2016. The decision to carry out this investigation was agreed by ARMA Council, FRPS and the Regulator. ARMA would have been the object of criticism if it had accepted FRPS into membership without scrutiny of well-publicised complaints. Equally ARMA would have been placed in a difficult position if a newly accepted FRPS had been immediately subjected to sanction as a result of regulatory investigation. The decision to hear the case as a pre-requisite to consideration of FRPS’s application for membership was an appropriate decision in exceptional circumstances.

As usual the relatively small number of cases coming to a panel hearing is noteworthy and as usual ought to be a source of reassurance to ARMA about improving standards amongst its membership. However, it remains the case that a very large number of complaints continued to be notified to the Regulator’s office during this period. To take an illustrative example entirely at random, at the regular monthly meeting of the Regulator with the Clerk to the Panel (Jane Forsyth) in March 2016 whilst progress and follow-up on eight formally logged past and present cases was discussed, an equal part of the meeting was devoted to consideration of seven serious complaints by leaseholders against ARMA companies. These were merely the more substantial of the many complaints recorded by the Clerk. By dint of informal advice and approaches on behalf of the Regulator most if not all of these complaints were and are likely to be resolved without recourse to formal proceedings. Nevertheless the high level of complaints continued to be a demand on the Clerk during the period and it is helpful that procedures have now been revised to ensure leaseholder complaints are not generally dealt with by the Clerk in the first instance.

“None of these cases originated as ARMA member complaints against other ARMA members.”


Review of Bye-Laws and the ARMA-Q Operating Procedures for the Independent Regulator and Regulatory Panel

The opportunity to participate in the review of the bye-laws and operating procedures was very much welcomed as was the very wide level of agreement between the ARMA Council bye-laws working party and the Regulator on the amendments proposed. The Regulatory Panel recognises the overarching authority of the bye-laws in its activities. The bye-laws are the contract ARMA members sign up to. It is important that the bye-laws should provide a narrative for and validation of the Panel’s regulatory activities and disciplinary sanctions. It is the bye-laws which legitimise the Panel’s operating procedures.

It is vital, therefore, that there should be no contradictions between the bye-laws and operating procedures. Without being necessarily word-for-word identical the two documents need to be consistent. This is especially true of the more sensitive areas of regulatory activity where the voluntary regime verges closely on statutory rights. This applies particularly with respect to appeals where there are actual statutory rights involved and obvious issues of natural justice and reputational risk. Moreover, the Panel’s more recent consideration of the appeals procedure had identified potential contradictions with the bye-laws in the operating procedures as well as potential litigation risks. Specifically, it seemed right to amend the operating procedures to include the wider grounds for appeal set out in the bye-laws.

In the light of these considerations the Regulator and the working party agreed a number of substantial amendments relating to the structure of appeals. In addition, various amendments have provided greater clarity on the questions of costs and fines. An annexe to the operating procedures will clarify the procedure for a determination by consent. These changes will be reflected in the new version of the operating procedures. Finally, it was also thought sensible to include in the bye-laws a formal recognition and endorsement of the operating procedures and confirmation that in the event of a conflict between the bye-laws and the operating procedures, the bye-laws shall prevail.

Challenges

ARMA benefits from a high calibre Regulatory Panel and staff. However, the past twelve months have imposed a significant strain on the regulatory machinery which in its normal operation comprises a part-time Clerk and a part-time Regulator. The system can only work if member firms play by the rules. Of course, the Regulator and Panel also need to abide by the rules which they clearly have done. The Regulatory Panel has always acted reasonably and in the constructive spirit required by the operating procedures. If, however, from time to time it considers it necessary to act with some robustness this must be accepted. The bye-laws and the operating procedures envisage a range of sanctions and sometimes they will be deployed. Member firms sign up to this when they sign up to the bye-laws. An inordinate amount of time has been consumed this year in responding to challenges external to the bye-laws and operating procedures.

“Wide level of agreement between the ARMA Council bye-laws working party and the Regulator on the amendments proposed.”


Developments since May 2016

(a) Accreditation Oversight

The Regulatory Panel carried out its second scrutiny of the ARMA-Q accreditation process in July 2016. The Panel looked in particular at the post-accreditation audit arrangements, improvement plans and issues linked to self-certification.

The Panel continued to take the view that there is a good structure in place for accreditation, whilst recognising the system is still very new. It was appreciated that there were potential problems of accurate reporting in the self-certification system and also that those responsible for accreditation had a huge amount of information to monitor. Nevertheless, it was considered that the combination of improvement plans and audit seemed to offer a robust means of avoiding excessive risk. The learning process of accreditation application together with the three-yearly audits encourage the expectation that member firms will have their houses increasingly in order over time.

(b) Succession Planning

With the present Independent Regulator’s term of office ending in November 2016, timely arrangements were put in place for a choice of successor. The vacancy was advertised on the ARMA website, via two networks of former MPs and also to members of the Regulatory Panel. Terms of Reference and a Person Specification were also prepared and circulated with the application packs. There were twenty-four expressions of interest in the post from which a highly credible shortlist was selected for confirmation of appointment in July 2016.

The Right Honourable Keith HillARMA Independent Regulator August 2016

“The learning process of accreditation application together with the three-yearly audits encourage the expectation that member firms will have their houses increasingly in order.”

The Association of Residential Managing Agents Ltd1 3rd Floor, 2–4 St George's Road, Wimbledon, London SW19 4DP Company Limited by Guarantee Registered in England No. 5128635 at the above address

VAT Number: 707 3118 58

Contact Us

Telephone 020 7978 2607

[email protected]

@ARMAleasehold

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