This month, we’re shining a spotlight on customer service across the industry. Our contributors look at how proactive support can build trust, why human conversations still matter in an AI-enabled world, and how investing in your people can transform the service your clients receive and more!

In the News!

  • On 16th July 2026, the Department for Energy Security and Net Zero (DESNZ) published its Government Response to the Plug-in Solar Consultation, alongside an Interim Product Specification for plug-in solar panels.
  • Multi-disciplinary surveying and engineering consultancy Earl Kendrick has announced the promotion of Daniel Lane to Director, reflecting the company’s continued investment in technical excellence and specialist client services.
  • Brady Solicitors, a leading specialist property management law firm, has secured investment from LDC, part of Lloyds Banking Group, to support the firm’s next phase of growth.

Featured Articles

Mountview Estates plc v W8 Property Ltd [2026] UKUT 196 (LC) provides important guidance on how the condition of a flat should be treated when assessing the premium payable for a lease extension under the Leasehold Reform, Housing and Urban Development Act 1993 (“the 1993 Act”) – read more in the article brought to you by Bishop & Sewell.

In their article, the team at Ardent Lift Consultancy look at putting customers first and the value of independent lift consultancy services.

Imagine a leaseholder reports a leak from an unidentified source. A surveyor is sent to find the cause, a contractor attends promptly, the repair is completed, and the job is closed. On paper, that’s great service. Now imagine a different version of the same story… learn more in the latest article from Sarah Hynes, Client Services Director at Earl Kendrick Group.

In their article, the team at 4Site Consulting look at supporting building safety through resident engagement.

For leaseholders and property managers, poor service from a lift maintenance contractor can lead to frustration, increased costs, unhappy residents, and unnecessary disruption. The challenge is that customer service issues often develop gradually, making them difficult to identify until they become a significant problem. So, how can you tell whether your lift maintenance contractor is delivering the level of service your building deserves? Learn more in the article by ILECS Lift Consultants.

From the very first interaction, the way information is shared with homeowners can shape perceptions and build trust. Strong communication lays the groundwork for successful property management, particularly when it involves managing a new build development. Find out more in the article by FirstPort.

The team at Residentsline Flats Insurance look at how Artificial intelligence (AI) is becoming part of everyday life. From online banking and retail to healthcare and travel, many organisations now use AI to answer questions, automate routine tasks and provide faster customer service. The leasehold sector is no exception.

When people think about excellent customer service in residential block management, they often focus on communication, responsiveness and technical expertise. These qualities are certainly important, but there is another factor that is just as influential: the wellbeing of the people delivering the service. Find out more in the article by Flat Living Insurance.

The team at Block in a Box discuss how preventing problems before they arise really is better than focusing on problems as they arise.

For many Resident Management Companies (RMCs), Right to Manage (RTM) companies, freeholders and managing agents, insurance renewal has become one of the most challenging conversations of the year. Learn more from the team at London Flats Insurance.

Read all of these articles and more, in the latest edition of Flat Living Magazine.