DEAR RESIDENT,Welcome to the October issue of the Residential Management Group newsletter.

It contains news about RMG and the residential management sector as a whole.

This quarter, RMG is proud to announce the launch of a 24 hour, 7 days a week customer help service. Additionally, we have implemented an online chat facility.

Your Service Charge Invoice is also enclosed, along with information about making payments.

Hugh McGeever

Managing Director, Residential Management Group

CONTACT CENTRE NOW AVAILABLE 24 / 7

Following customer feedback, our staff are now available to assist you at all times.

This service comes at no extra cost, and covers both our customer service lines and online chat.

Customer satisfaction is always at the heart of RMG’s processes and intentions. This is what makes us one of the industry’s leading residential block management providers.

We look forward to hearing from you, no matter the issue or query.

OUR NEW PAPERLESSSERVICES

A recent customer survey indicated that you wanted to receive email correspon-dence from us. That’s why we’re excited to announce the launch of our new Paperless Service in January 2016.

You will be able to receive Service Charge Invoices, year-end accounts, statements and letters. You can also download and archive these materials for your records.

We will be in touch in January detailing how to sign up for this new service.

Please visit www.rmgltd.co.uk for more information.

RMG ROUNDUPrmgltd.co.uk

Residential Management Industry News and Updates

OCTOBER 2015

rmgltd.co.uk

The service charge for your property is now due.

Make a payment through RMG Living at www.rmgliving.co.uk. We are sure you will find this the quickest and most convenient way to manage your account.

You can also make a payment via our24-hour automated payment system. Dial our Customer Contact Centre on 0345 002 4444 and follow the instructions.

Call our Customer Contact Centre to make an immediate payment on your debit or credit card (a charge may apply if you decide to pay by credit card). You will need your customer reference number to ensure this is a smooth and quick process.

In certain circumstances, RMG can provide a relaxation of the lease terms for payment of your service charge.

As always, you have 28 days from your invoice due date to make a payment. Failure to do so may incur additional charges.

For more information, options and, where appropriate, any associated charges, please refer to the information contained on the reverse of your Service Charge Demand. Speak to one of our customer service advisors for more information.

ADVICE ON PAYING YOUR SERVICE CHARGE

RIGHT TO RENT

The Immigration Act 2014 (IA 2014) prohibits private landlords from allowing some people to occupy their properties.

This prohibition is based on the immigration status of the occupiers. Landlords have to check prospective tenants have the right to occupy the premises before granting a tenancy. Landlords must also make sure that the tenant’s right to occupy the premises does not lapse during their term.

Breaching the prohibition could lead to a civil penalty.

Landlords with any queries should seek legal advice.

Changes in regulations mean that all premises occupied under a tenancy (or licence) agreement must be equipped with a smoke alarm. Each storey of the premises with living accommodation is subject to these regulations. This requirement to fit an alarm to each storey also applies to rented residential flats comprising more than one storey.

The regulations also state that carbon monoxide detectors must also be installed in any room that is used wholly or partly as living accommodation, and contains a solid fuel burning combustion appliance. This applies to any kind of wood burning stove or an open coal fire. It will also extend to equipment, such as a solid fuel Aga, in the kitchen.

These regulations only apply to England. They do not apply to the common areas of blocks of flats or converted premises, but may apply to the flats in those types of buildings if they are rented (although there are some exemptions).

The duty holder under the regulations is the immediate landlord of the private rented residential accommodation. Where failure to comply with the regulations is proved, a civil penalty of up to £5,000 may be incurred.

Additional legal duties are imposed on the landlords. These include the requirement to ensure that smoke alarm(s) or carbon monoxide alarm(s) installed comply with the regulations and are in proper working order on the day a tenancy begins. The regular testing of any fitted devices remains the tenant’s responsibility.

If you have any further questions regarding this new legislation please contact RMG Health and Safety Department or www.legislation.gov.uk.

rmgltd.co.uk

THE SMOKE AND CARBON MONOXIDE ALARM (ENGLAND) REGULATIONS 2015

Please find details of recent legal developments that affect residential property.

Fire Safety - RMG is committed to the highest level of fire risk and health and safety compliance. The London Fire Brigade’s ‘Know Your Plan’ fire safety campaign for purpose built blocks of flats recently came to an end. For your own safety and protection, or that of your tenants, we would encourage all residents of such properties to familiarise themselves with the tenant safety messages explained on the www.knowtheplan.co.uk website, or download information from RMG at http://rmgltd.co.uk/services/private/health-safety.hmtl

Tenancy Possession - The Deregulation Act 2015 placed new restrictions upon when a landlord can serve and enforce a section 21 notice to recover possession of a property let on an Assured Shorthold Tenancy (AST). As an AST landlord you may no longer:

• Serve notice on a tenant, where the tenant has made a written complaint about the condition of the premises and there has been an inadequate or no response.

• Serve notice in the first four months of the tenancy.

• Serve notice unless you have provided the tenant with an energy performance certificate, gas safety certificate and a copy of the DCLG How to Rent Checklist.

Conveyancing - New residential leasehold property enquiry forms and lease payments forms are being introduced by the Law Society to help give prospective purchasers of leasehold property better information about their obligations as tenants during the conveyancing process.

TECHNICAL BULLETIN

CONTACT USIf you have a query, why not give us a call or use the alternative methods below?

Call: 0345 002 4444(24 hours a day, 7 days a week)

Email: customerservice@rmg.gb.com

Visit: www.rmgliving.co.uk and speak to one of our advisors via our chat service.

rmgltd.co.uk @RMGltd

NEW ONLINE CHAT SERVICE LAUNCHED

We are delighted to introduce our new Online Chat Service. With the introduction of this service, we aim to provide an instant means of communication for our clients and customers.

This is a free service for all customers,regardless of their location and operates 24 hours a day, 7 days a week.

Customers can expect immediate access to help when initiating an online chat with the RMG Customer Contact Centre agents.

Through this service you can:

• Speak to a trained advisor• Request, receive and send documents via email • Request a transcript of the chat for your archives • Raise an issue affecting you or your development • Rate your experiences of the service

You can access the chat service at any point during your visit to the RMG LTD or RMG Living website by clicking the ‘Chat Now’ button.