A new industry framework, backed by Colliers, Knight Frank, Cushman & Wakefield and BNP Paribas Real Estate, aims to end the cycle of repetitive correspondence and streamline communication between property managers and tenant consultants.
In the world of property management, a familiar and frustrating cycle often plays out. A property manager receives a list of service charge queries from a tenant’s consultant. They reply, providing documents and clarifications. Two weeks later, a second list arrives containing the same questions, slightly reworded, alongside requests for information already provided in the original reconciliation pack.
Individually, the requests are rarely unreasonable. Collectively, however, they create a "query loop" that consumes hundreds of administrative hours, delays resolutions, and leaves tenants waiting months for clear answers.
To break this cycle, Remit Consulting’s Property Managers Forum has launched the Property Managers’ Charter for Engagement with Service Charge Consultants.
A unified front
The Charter represents a significant shift in how the industry handles scrutiny. It has already secured the backing of four of the industry’s biggest players: Colliers, Knight Frank, Cushman & Wakefield, and BNP Paribas Real Estate.
The goal is not to limit a tenant's right to scrutinise costs. Instead, it aims to professionalise the interaction.
"Service charge queries are a normal and necessary part of the job," says Lorna Landells of Remit Consulting. "But when questions arrive in fragmented stages or repeat requests for information already provided, it slows the entire process down. This Charter creates a structure so enquiries can be dealt with efficiently, ensuring tenants get the answers they need much faster."
The "One-and-Done" approach
At the heart of the Charter is a push for transparency and preparation before a single question is even asked. Under the new framework, consultants are expected to provide:
Clear credentials: A statement of professional qualifications and confirmation of their appointment by the tenant.Defined methodology:
An outline of the review's purpose and the fee basis.
Audit trail: A list of documents already in their possession to avoid duplicate requests.
Crucially, the Charter encourages consultants to submit a single, comprehensive set of queries at the start of the process rather than "drip-feeding" questions over several months.
Accountability for managers
The Charter is not a one-way street; it places strict expectations on property managers to be more responsive.
Once a completed query template is received, managing agents commit to acknowledging it and providing a clear timeframe for a full response within 15 working days. Both sides are also encouraged to appoint a single point of contact to prevent communication from becoming fragmented across multiple departments.
Martin Lovejoy of Colliers believes the initiative dissolves a friction point that has plagued the sector for years. "In most cases, everyone is trying to reach the same outcome, which is a clear understanding of the service charge," he explains.
"A more structured approach ensures that questions are addressed properly the first time, making the process work for everyone involved."
Aligning with professional standards
The framework is designed to sit alongside the RICS Service Charge Code, reinforcing existing professional standards while providing the practical steps for daily interactions.
As commercial buildings become more operationally complex and service charge costs face tighter scrutiny, the Property Managers Forum views this Charter as a vital step toward professional discipline.
By stripping away unnecessary friction, the real winners will be the tenants, who will finally see an end to the administrative delays that have historically clouded service charge resolution and drawn property managers away from more beneficial activities.
If you would like to learn more about the Charter, please contact Charlie via charlie.bolam@remitconsulting.com.