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Quality standards for leasehold property management

ARMA-Q is a milestone for consumer protection in the residential leasehold management sector.

What is ARMA-Q?

ARMA-Q is the new self-regulatory regime for ARMA managing agents. It aims to raise standards and quality of service across the residential leasehold management sector - hence the 'Q' for quality. ARMA-Q places consumers at its heart. It features:

  • An independent Regulatory Panel
  • A Consumer Charter
  • Standards which are specific to managing agents

Essentially, we're boosting the standards that apply to ARMA members. For the first time, managing agents who belong to ARMA will have to comply with a Consumer Charter and bespoke Standards. So by choosing an ARMA member you get higher standards, greater confidence and more openness.

Why we have introduced ARMA-Q?

The leasehold management sector is currently unregulated so anyone can set up as a managing agent and start trading. This has led to inconsistencies in service levels and has dented consumer confidence in managing agents. The truth is that there are a lot of good managing agents out there and we want to make them stand out.

We remain optimistic that statutory regulation for all managing agents will be the long-term solution. In the meantime, ARMA-Q will benefit anyone using an ARMA member and help raise standards across the industry as a whole.

How will ARMA-Q Affect you?

ARMA-Q is designed to protect consumers in all areas of leasehold management. You will be able to measure the performance of your managing agent against a prescribed set of Standards.

So for example, if you're not happy with the level of service you are receiving, you will be able to call your managing agent to account against the appropriate ARMA-Q Standard.

Membership of ARMA is voluntary. So if your managing agent is signed up to ARMA-Q, they are showing a clear commitment to offering the best customer service when managing your property.

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