Conflict Resolution in Leasehold Living

Sinead Campbell from Flat Living Insurance explores some common causes of leasehold disputes and outline effective strategies for avoiding and resolving conflict.

Building and maintaining harmony between leaseholders, managing agents and Resident Management Company directors is not always easy. Living closely with others, making shared decisions and meeting financial obligations can sometimes lead to conflict.

From service charge disagreements to miscommunication about repairs, tensions can arise for a range of reasons. When left unresolved, these issues can escalate and affect the wellbeing of the entire community.

Common Causes of Leasehold Disputes

Disagreements in leasehold settings consistently fall into just a few recurring categories. While the details vary, the underlying issues tend to stem from communication breakdowns, misunderstandings about responsibilities or differing expectations.

The most frequent flashpoints include:

• Service charges and financial transparency

One of the most common complaints from leaseholders is that service charges are too high, poorly explained or not justified by the quality of the work carried out.

They often cite a perceived lack of transparency, delays or errors in billing, disagreements over what should or should not be included in the budgets and poor communication around the costs of major works.

• Repairs and maintenance issues

Delays in dealing with maintenance problems such as leaking roofs, broken lifts or pest infestations can cause frustration and sometimes lead to disputes.

Leaseholders may feel that repairs are being ignored, RMC Directors may feel overwhelmed or unsupported and managing agents may face delays from contractors due to unclear instructions. There is a myriad of ways in which issues can arise, especially when dealing with major works.

• Noise, parking and neighbourly disputes

Day to day issues between neighbours such as loud music, parking in the wrong space or the use of communal areas can quickly turn personal. Living in such close quarters can create a fantastic community, but it can just as easily create a lot of tension.

These disputes may be difficult for an RMC or agent to resolve directly, but failure to act or mediate can escalate the situation and lead to bigger problems.

• Poor communication

Many disputes stem not from the issue itself, but from the way it is handled. When residents do not receive timely responses or feel their concerns are being dismissed, trust begins to break down.

Poor communication in terms of timeliness, tone and clarity can lead to multiple parties feeling undervalued, ignored or criticised.

• Governance and decision making

Leaseholders may question how decisions are made, especially if they are not involved or appropriately informed. RMC directors may feel under pressure, especially when too few residents volunteer to help. Confusion over the lease, Articles of Association or voting rights can also add to tensions.

Creating Clear Communication

Create multiple, clear ways for residents to stay informed and get in touch, such as:

• Regular newsletters or email updates
• Noticeboards or online portals
• Openly available contact details for agents or RMCs with expected response times
• FAQs to clarify lease obligations, repair responsibilities, etc.

Make sure communication is accessible, polite and timely. A little clarity goes a long way.

Promote Transparency in Decision Making

When decisions are made behind closed doors or not explained properly, suspicion grows. Build trust by:

• Sharing agendas and minutes from RMC meetings
• Publishing service charge breakdowns and budgets in plain English
• Explaining major works in advance, including cost estimates and timelines
• Welcoming questions and feedback, even if the answer is “not yet” or “we don’t know”.

Leaseholders are more likely to accept decisions if they understand why they were made and how they were reached.

Provide Training and Support for RMC Directors

RMC directors are usually volunteers and may not be experienced in property management or conflict resolution. Support them with:

• Access to training
• Clear handovers for when directors step down
• Templates, guides and legal advice when needed

Well informed directors are more confident and better equipped to manage disputes.

Create a Code of Conduct

Having a simple, agreed code of conduct for meetings, online discussions or complaint handling can reduce emotion driven behaviour. Include guidelines for respectful behaviour, a zero tolerance approach to abuse and discrimination, clear routes for escalation and a commitment to fairness and inclusion.

The Importance of Conflict Resolution

Unresolved conflict does not just affect individuals but it can disrupt the entire building. Tense meetings, neighbourly disputes or ongoing frustration with management can lower morale, affect mental health and reduce overall enjoyment of living in the building.

Good conflict resolution can preserve relationships between neighbours and stakeholders and help avoid lengthy, costly legal disputes. Formal complaints can be avoided and property value can be maintained, just through appropriate mediation.

The goal of mediation is not forcing all parties to agree on everything, but to ensure that everyone listens, understands and can move forward in a constructive manner.

Mediation Techniques and Best Practices

Proven methods and strategies that can help resolve disputes and ease tension in leasehold settings run from an informal chat to independent, professional mediation.

Most issues are easier to resolve when caught early. Leaseholders and directors should first raise concerns informally,rather than jumping straight to written complaints.

A quick conversation or email can clarify misunderstandings. It is advisable to avoid accusatory language, focussing on the issue, not the person. All parties should acknowledge the concern immediately, even if it cannot be resolved there and then.

If tempers flare or communication breaks down, a neutral third party may help to preserve the peace. Mediation services offered by specialist firms or local mediation charities can help parties explore the issue calmly and confidentially.

Mediators are non-judgemental and uninvolved. They will focus on finding a workable solution for all and can help avoid expensive legal action.

Moving Forward Together

Leasehold living depends on cooperation. Leaseholders, directors and managing agents may all have different roles, but they share a common interest in maintaining the building, preserving property value and enjoying a peaceful home life.

Conflict is sometimes unavoidable, but it can be managed with empathy, clarity and a willingness to find common ground. By focusing on shared goals, even the most complex disputes can be resolved in a way that strengthens the community.

For more guidance, visit The Leasehold Advisory Service (LEASE).