Block management plays a vital role in how people experience and enjoy their homes. From resolving maintenance issues to ensuring financial transparency, the quality of block management services can directly impact residents’ daily lives.
In London, where property types, tenant needs, and service expectations vary widely, knowing what matters most to residents offers a powerful lens into what defines truly exceptional block management.
To explore this in detail, we used AI-driven audience profiling to synthesise online discussions from 27,373 UK-based residents over the 12 months leading up to 9 June 2025. This allowed us to identify consistent patterns and priorities with high statistical confidence, offering a clear, data-backed view of the traits, behaviours, and services that define the best block management companies in London.
Index
- Best overall block management companies in London, UK 2025 – Wilson Hawkins
- 100% feel neutral about services like repairs and fixes
- 100% are neutral about a block management company’s responsiveness
- 50% have mixed or inconsistent experiences with flat management services, but are still extremely satisfied
- 25% say on-site meetings are the best way to communicate with management companies
- For 50%, reliability during issues is quite important in building trust in a management company
- Only 26% feel their concerns are generally acknowledged
- 100% agree a strong reputation makes a management company stand out
- Transparent decisions help 100% feel more connected to their management company
- 50% say being approachable and friendly is an absolute essential in an ideal management team
- Personal recommendations are often the way that 31% hear about great property management companies
- Community connection is absolutely essential in an ideal living situation for 87%
- Property inspections are an absolutely crucial service area for 77%
- A property management company being easy to contact is absolutely essential for 34%
- 25% say that their ideal block manager is fast to respond
- What Good Block Management Really Looks Like
- Methodology
Best Overall Block Management Companies In London, UK 2025 – Wilson Hawkins
Wilson Hawkins stands out for its comprehensive, client-focused approach and proven expertise. Offering a full range of services, from property management and maintenance to financial oversight and legal compliance, every aspect of block management is handled efficiently and transparently.
With over 50 years of experience in the sector, we now manage more than 3,000 units across more than 150 blocks, proving that a commitment to clear communication and responsive service builds strong relationships with residents and leaseholders, and establishes trust and satisfaction.
Wilson Hawkins understands the unique challenges of managing blocks in the city and delivers tailored solutions that protect and enhance your property value. A proactive approach to maintenance and cost control helps minimise unexpected expenses while maintaining high standards.
For London property owners seeking a reliable, professional, and approachable block management partner, Wilson Hawkins has the expertise and dedication needed to keep properties running smoothly and communities thriving.
Which Of These Wilson Hawkins Services Is Most Important To You?
100% feel neutral about services like repairs and fixes
Opinions about which Wilson Hawkins services matter most showed no strong sentiment:
When it comes to which services are most important, repairs and fixes received a 100% neutral response across the board. This may suggest that routine maintenance is often taken for granted and is expected to run smoothly without drawing strong opinions.
But even when it’s not front of mind, maintenance remains a critical part of block management. Between August 2023 and June 2024, the Health and Safety Executive issued £43.6 million in fines for maintenance failures. Beyond financial penalties, non-compliance also carries the risk of prison sentences, contractual breach, reputational damage, and even psychological consequences for those held responsible.
What Quality Matters Most In A Block Management Company?
100% are neutral about a block management company’s responsiveness
Perceptions of key qualities in block management are non-committal:
Of the qualities that matter most in a block management company, 100% of our audience is neutral about responsiveness. That may suggest it’s treated as a baseline expectation, noticed more when it’s lacking than when it’s delivered well.
Even so, acting quickly remains a fundamental part of the role. UK legislation, including the Landlord and Tenant Act 1987 and the Commonhold and Leasehold Reform Act 2002, outlines key responsibilities for managing agents, many of which depend on timely communication and fast action. Whether or not it generates strong opinion, responsiveness is written into the legal framework of effective block management.
How Would You Describe Your Experience With Flat Management Services?
50% have mixed or inconsistent experiences with flat management services, but are still extremely satisfied
Service satisfaction levels vary, as do experiences with flat management services:
There’s a clear 50/50 split in the opinions of our audience when evaluating their current experiences with flat management services. Half say they have yet to have experience with them and are somewhat dissatisfied because of this, while the other half say they are extremely satisfied, despite having mixed or inconsistent experiences.
These statistics point to a significant opportunity for flat management services to better educate and engage potential users while continuing to improve consistency and reliability for existing customers.
How Do You Prefer To Communicate With Your Management Company?
25% say on-site meetings are the best way to communicate with management companies
Residents have different preferences for staying in touch with their block management company:
How people prefer to communicate with their block management company varies, but the data points to a clear divide. On-site meetings were seen as the best way to communicate by 25% of our audience, while it’s not their first choice for an equal 25%. Email communication was rated as a good option by 25%, and phone support was also not the first choice for 25%.
These results echo broader UK consumer attitudes toward communication. A recent study found that 63% of UK consumers worry about missing vital information in digital messages, and 59% find it hard to gauge the importance of those messages. That may help explain why some leaseholders still favour in-person meetings, especially when the issue involves their home.
The same study also found that 62% of UK consumers prefer companies to engage with them through multiple channels, highlighting the value of offering choice. For block management firms, that means ensuring residents can switch between email, phone, and face-to-face contact as needed, not just defaulting to one format.
What Do You Think Builds Trust With A Management Company?
For 50%, reliability during issues is quite important in building trust in a management company
Trust in block management can stem from different qualities, depending on where people place the most value:
Trust in block management appears to depend more on performance under pressure than on financial clarity. 50% of our audience described reliability during issues as quite important, while 50% felt transparent billing was not very crucial. This suggests that how a company responds when things go wrong carries more weight than how clearly they present charges.
More than 22,300 build-to-rent homes were completed in 2024, marking a record year for the sector. This has created steady demand for property management services, but also intensified the need to stay competitive. In such a crowded market, reliability is a key differentiator in building and maintaining trust.
How Often Do You Feel Your Concerns Are Acknowledged?
Only 26% feel their concerns are generally acknowledged
Feeling heard is crucial when paying for a service, yet it doesn’t always happen:
Communication plays a major role in the satisfaction and success of block management, but for our audience, there’s a worrying trend. Only 13% say their concerns are always acknowledged, and the same number says they are usually acknowledged.
Conversely, 12% are usually acknowledged but sometimes ignored, as are another 12% who are rarely acknowledged. What’s even more alarming is the 17% who are rarely acknowledged, sometimes ignored, and never acknowledged. This means that largely 51% of our audience have concerns that go unheard.
These statistics reveal a significant gap in effective communication and responsiveness that could undermine trust and overall service quality.
What Makes A Management Company Stand Out To You?
100% agree a strong reputation makes a management company stand out
Views on standout qualities in block management showed clear alignment:
With such poor acknowledgement of concerns, it’s understandable that reputation emerges as a defining factor. 100% of our audience strongly agrees that it’s what sets a block management company apart. That reflects its role across the property sector.
Reputation matters in building trust with clients, especially when dealing with high-stakes decisions like property or leasehold management. It also plays a part in attracting business opportunities, as developers and partners are more likely to work with companies known for professionalism and reliability.
In a saturated market, a strong reputation offers a competitive edge, and when challenges do arise, it helps companies handle issues more effectively by giving clients reason to trust their intent and follow-through.
What Helps You Feel More Connected To Your Management Company?
Transparent decisions help 100% feel more connected to their management company
There’s unanimity in what drives the connection between residents and their management company:
Feeling connected to a management company often depends on how openly decisions are communicated. Again, 100% of our audience agrees that transparency in decision-making plays a key role in strengthening that connection.
In residential settings, the impact of decisions is shared, from maintenance schedules to financial planning. When those decisions are explained clearly, residents are more likely to feel included and considered. That openness creates a stronger sense of partnership and trust, helping people feel more engaged with the way their building is managed.
How Would You Describe Your Ideal Management Team?
50% say being approachable and friendly is an absolute essential in an ideal management team
What defines an ideal management team reflects a balance of style and substance:
An ideal management team is expected to be both welcoming and capable. Approachability and friendliness are absolutely essential for 50% of our audience, while 29% prioritise high professionalism at the same level, with another 21% viewing it as preferable. This combination points to the importance of interpersonal ease alongside operational excellence.
That expectation aligns with the structure of the sector itself. Administrative services account for the largest share of revenue in the property management sector, which means much of the day-to-day work involves coordination, compliance, and resident support. To be effective, a management team must handle complex responsibilities with confidence and approachability.
How Do You Usually Hear About Great Property Management Companies?
Personal recommendations are often the way that 31% hear about great property management companies
The routes through which people hear about great property managers highlight where trust really lives:
Personal recommendations stand out as the most common way people hear about great property management companies. For our audience, 31% often rely on this source, while 28% always do. This aligns with broader UK behaviour. Research from Smart Money People shows that 84% of UK consumers trust customer reviews. That’s more than any other source. In property management, as in many sectors, trust is often built through shared experience.
Other sources appear far less influential. Property agents are often a source for 11%, while 16% never hear about great companies this way. Leaflets or mailers are always a source for 15%, suggesting some continued engagement with printed materials. Overall, the data reinforces the importance of authentic, peer-based recommendations in shaping reputation and visibility.
What Feeling Best Describes Your Ideal Living Situation?
Community connection is absolutely essential in an ideal living situation for 87%
There’s an overwhelming consensus on what people want from where they live:
The feeling that most clearly defines an ideal living situation is community connection, with the majority of our audience (87%) rating it as absolutely essential. In announcing the theme for the 2025 Mental Health Awareness Week as “community”, the Mental Health Foundation made the point that people who are more socially connected to their community are happier, physically healthier, and live longer, with fewer mental health problems than those who are less well connected. That insight reflects why community ranks so highly, as it supports both emotional wellbeing and everyday quality of life.
Other feelings played a far smaller role. Peace of mind was rated absolutely essential by 5% and important by 2%, showing limited emphasis overall. Reliable service was seen as important by 3%, while trust in management and a strong support system were each marked as important by just 2%. Overall, the data suggests that connection with the wider community is the clearest emotional foundation for how people define a fulfilling living environment.
Which Area Of Service Matters Most To You?
Property inspections are an absolutely crucial service area for 77%
One key service clearly stands out in the eyes of most UK residents:
Among the areas of service that matter most, property inspections clearly take priority, with 77% viewing them as absolutely crucial. This strong emphasis reflects growing awareness of the role inspections play in preventing problems before they escalate.
As highlighted in Flat Living, today’s inspections are being transformed by tools like AI-driven defect detection, real-time monitoring, and digital reporting systems. These all help block managers address issues earlier, reduce emergency call-outs, and improve transparency.
Maintenance scheduling was rated important by 23%, suggesting that while planned works still matter, the ability to spot and act on problems proactively is viewed as more essential.
What Do You Value Most In A Property Management Company?
A property management company being easy to contact is absolutely essential for 34%
Residents value a broad mix of qualities in a property management company:
Being easy to contact ranks highest when our audience considers what they value most in a property management company, with 34% rating it as absolutely essential. In a sector where timely responses can make or break trust, this finding reinforces just how important direct access and clear communication are to residents.
At 31%, local expertise followed closely behind. Residents clearly value teams who understand the area, its regulations, and its nuances. That’s an asset when navigating everything from maintenance logistics to local contractor networks.
A well-organised team is absolutely essential for 19%, reflecting how much professionalism and structured service delivery impact daily experience. Meanwhile, dependable service, rated essential by 16%, highlights the importance of consistency. Residents want to know their issues will be resolved, not just acknowledged.
How Would You Describe Your Ideal Block Manager?
25% say that their ideal block manager is fast to respond
There’s a four-way split in what describes the attributes of an ideal block manager:
The idea of an ideal block manager looks remarkably balanced across four core qualities. A fair and consistent approach was rated absolutely essential by 25% of our audience, as was proactive handling of issues. Another 25% highlighted strong knowledge of regulations as absolutely essential, while a further 25% said fast response times were highly desirable.
This even spread points to the complex and multifaceted nature of block management. As NextGen Learning explains, block managers are responsible for everything from maintenance to legal compliance under acts like the Landlord and Tenant Act. That legal knowledge is why a quarter of residents prioritised regulatory expertise.
Fairness and consistency matter just as much, ensuring that processes feel transparent and decisions are made without bias. Proactive support helps prevent small issues from becoming larger disruptions, and fast responses build trust when problems do arise.
What Good Block Management Really Looks Like
Opinions are clear about what defines outstanding block management. From fair and consistent leadership to easy contact, local expertise, and a strong sense of community, the priorities are strikingly aligned.
The best block management companies don’t just maintain buildings. They help residents feel heard, supported, and connected. These insights shine a light on what people value most, offering a clear benchmark for excellence in an industry where trust, professionalism, and everyday service really matter.
Methodology
Sourced using Artios data from an independent sample of 27,373 block residents’ opinions in the UK United Kingdom across X, Reddit, TikTok, LinkedIn, Threads, and BlueSky. Responses are collected within a 50% confidence interval and a 5% margin of error. Results are derived from opinions expressed online, not actual questions answered by people in the sample.
About the representative sample:
- 49% of our audience is aged 65 and over
- 69% identify as female and 31% as male.
