Resident FAQs

At lpm we fully understand how difficult it can be to access relevant advice and information quickly and when you most need it. To make life easier, we have collated the answers to the questions most frequently asked by our Residents. Simply, click on the question to reveal the answer.

Should your question not be listed please contact us for an immediate response.

lpm Doing it the right way

  • You can find your username on the email sent to you when your My lpm account was initially authorised.  Otherwise, please contact our office by email at clientservices@lpmonline.co.uk or telephone, to confirm your username.  Please do not try to re-register.

  • You can click on ‘Reset My Password’ at the log in page on My lpm.  When you input your details, an email will be sent to you confirming a new password.

  • You can find your username on the email sent to you when your account was initially authorised.  Otherwise, please contact our office by email on clientservices@lpmonline.co.uk or telephone to confirm your username.  When you know your username, you can click on ‘Reset My Password’ at the log in page on My lpm.  When you input your details, an email will be sent to you confirming a new password.  Please do not try to re-register.

  • Once you have logged into your My lpm account online, you can click on ‘Add Property’, (found on the right hand side of the screen below our email address) to link other properties.

    Manage Multiple Property Management Accounts online

  • Firstly, please ensure you have received confirmation that your My lpm account has been authorised.  The username and password are case sensitive so please check the details are being input in the correct format.  Please contact our office by email at clientservices@lpmonline.co.uk if you are still experiencing difficulty.  Please do not try to re-register.

  • Once you have logged into your lpm account online, you can click on ‘Add Property’.  If an error is generated, please call our office on 0333 240 8325 for help.

  • Please advise our office immediately, if at any time you can see a document relating to another development.

  • The My lpm App is free to download from the Apple Store and Google Play Store

  • Visit the Life Property Management website homepage and follow the My lpm link to Register to use our client web portal My lpm and to set up your username and password.  Once authorised you will be able to access My lpm and the My lpm App using the same login details.

  • Yes. Once logged on to the My lpm App, select the Make a Payment option which will lead you to the Sage Pay payment screen.  Payments made via the My lpm App are immediately recorded on your account.

  • Contractor invoices for your service charge account can only be viewed at the main My lpm client web portal via www.lpmonline.co.uk

  • Yes. All development news blogs are viewable on the My lpm App keeping you up to date with what's happening within your development.

  • No. Currently development documentation, providing information in relation to your development, can only be viewed at the main client web portal My lpm

  • Yes. lpm will send a notification to your device to let you know a news blog has been updated, making it easy for you to keep up to date with what's happening within your development.

  • Yes. A notification will be sent to your device to let you know a new invoice is due for payment.

  • Yes! Payments can be made online at My lpm by Debit Card or Credit Card* using our secure payment facility operated by Sage Pay.

    Sage Pay is Europe’s leading independent payment service provider and accepts most major credit/debit cards. Should you wish to make payment online, you will be asked to enter your Customer Reference Number. This can be found at the top right of your invoice.

    * Surcharges may apply to Debit Card and Credit Card payments.

    From Friday 1st January 2016, no administration fee is applied to Debit Card payments made online at My lpm. 

    Administration charges continue to be applied to payments made by Credit Card online and to all Debit Card and Credit Card payments made by telephone. 

    Manage your account online at My lpm

    lpm Doing it the right way

  • My lpmallows you to view invoices and pay and control your account online and in real time. You can also view and download development specific information such as Estates Manager Monthly Site Inspection Visit Schedules, Financial Information, Contracts and Specifications, Contractor Reports, Insurance Documentation and Client Notices. 

    Documents available within these categories include: 

    10 Year Maintenance Programme

    Provides information on the anticipated programme planned for long term maintenance works within the Development.

    AGM Minutes

    Details the items discussed at and the actions arising from, the Residents’ Annual General Meeting.

    Budget

    Details the anticipated spend for the current year for a Development.

    Buildings Insurance Policy Wording

    The standard Policy wording provided by the Insurer, giving detail on the insurance cover provided within the Development Policy.

    Buildings Insurance Schedule

    The Development Insurance Schedule for the current year, detailing the Annual Premium and the Statement of Fact from the Insurer.

    Car Park Gates Inspection Report

    The report submitted by the Car Park Gate Engineer following routine visits.

    Car Park Ventilation Inspection Report

    The report submitted by the Ventilation Inspection Engineer following routine visits.

    Cleaning Site Report

    The report submitted by the Cleaning Contractor following routine visits.

    Cleaning Specification

    The specification details the standard requirements of the Cleaning Contractor in fulfilling the Cleaning Contract.

    Client Notice

    Development specific communication providing information regarding items affecting homeowners.

    Commercial Buildings Insurance Schedule

    The Commercial Insurance Schedule for the current year detailing the Annual Premium and the Statement of Fact from the Insurer.

    Committee Meeting Minutes

    Details items discussed at and the actions arising from, the Residents’ Committee Meetings.

    Development Deeds

    The Deeds registered within the Land Register for the Development, detailing the burdens imposed on the co-proprietors.

    Electrical Testing Report (5yr/10yr)

    The report submitted by the Electrical Contractor following their routine visits.

    Emergency Call System Inspection Report

    The report submitted by the Emergency Call, System Engineer following routine visits.

    Fire Safety Report

    The report submitted by the Fire Safety Contractor following routine visits.

    Ground Maintenance Specification

    The specification details the standard requirements of the Grounds Maintenance Contractor, in fulfilling the Grounds Maintenance Contract.

    Grounds Maintenance Site Report

    The report submitted by the Grounds Maintenance Contractor following routine visits.

    Gymnasium Inspection Report

    The report submitted by the Gymnasium Inspection Contractor following routine visits.

    Insurance Renewal Letter

    The annual renewal letter detailing the new Insurance Premium for the forthcoming year, along with the comparable quotations received during the tendering process.

    Legionella Testing Report

    The report submitted by the Legionella Testing Contractor following routine visits.

    Lift Engineering & Inspection Reports

    The report submitted by the Lift Engineering Contractor following routine visits.

    Lift Service Reports

    The report submitted by the Lift Service Contractor following routine visits.

    Playpark Inspection Report

    The report submitted by the Playpark Inspection Contractor following routine visits.

    POL Policy Wording

    The Property Owners Liability standard Policy wording provided by the Insurer providing detail on the insurance cover provided within the Policy.

    POL Schedule

    The Property Owners Liability Insurance Schedule for the current year detailing the Annual Premium and the Statement of Fact from the Insurer.

    Portable Appliance Testing Report

    The report submitted by the Electrical Contractor following their routine visits.

    Roof Anchor Inspection Report

    The report submitted by the Roof Anchor Contractor following their routine visits.

    Site Specific Committee Requests

    Details any site specific information that has been requested by a Development Committee.

    Site Visit Schedule

    Details the monthly dates the Estates Manager is due to carry out a site inspection.

    Statement of Fees & Costs

    Details the various fees and costs associated with a Development including the billing arrangements, management fee, insurance commission, debit/credit card fees, late payment fees, early termination fees etc.

    SUDS Service Report

    The report submitted by the SUDS Engineer following their routine visits.

    Valuation Report

    The latest valuation survey carried out by the appointed Surveyor for a Development.

    Water Pump Service Report

    The report submitted by the Water Pump Service Engineer following their routine visits.

    Yearend Accounts – Advanced Billed Developments Only

    Provides the yearend accounts for the preceding year detailing the actual spend versus budget for the Development.

     

  • No. Due to data protection laws, we are unable to provide invoices for certain costs incurred, for example legal costs for the pursuit of debt.  However, the majority of contractor invoices in relation to the repair and maintenance of the development are available for you to view.

  • No. Contractor Invoices are only viewable from the August 2016 and November 2016 service charge invoices.

  • No. Currently you are not able to view Contractor Invoices for advanced billed developments.  We are working to develop this capability for future release.

  • To view Contractor Invoices you will require a current version of Adobe Acrobat Reader.

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  • We aim to always have documents available to view online for a period of one year.  Outwith this period, the records are archived.  This allows you to view the most recent and relevant documentation only.

  • By logging ontoMy lpmand accessing the Documents area you will find the documents available for your development.  Within the Insurance Documentation drop down menu you will find the Insurance Renewal Letter detailing the accepted quotation for your development and the next two keenest quotations received.  If you would like a full list of all insurance companies approached to tender, please contact our office atenquiries@lpmonline.co.uk 

  • By logging onto My lpm and accessing the Documents Area you will find the documents available for your development.  Within the Client Notices drop down menu you will find all information notices issued to the development.

  • Doing it the right way – lpm is going paperless.

    lpm can now send all client correspondence by email. 

    To register for e-billing, simply provide your email address to enquiries@lpmonline.co.uk

    When emailing, please remember to quote your lpm unique eight digit reference number, which can be found at the right hand corner of your invoice.

  • By logging onto My lpmand accessing the Documents Area you will find the documents available for your development.  Within the Key Development Information drop down menu, you will find the most recent AGM minutes available.

  • lpm has a dedicated Estates Manager for each Development and as such we fully understand your Development. You will always speak to an individual who has great knowledge of your location and visits your Development on a regular basis.

    Unlike other Property Management Companies, lpm have an out of hours Emergency Control Centre ready to take emergency calls 24 hours, 365 days a year. The centre is staffed with Property Professionals capable of dealing and escalating emergency calls. 

    lpm set up Trust Accounts in the name of the Residents of the Development. This means that your funds belong to you and are not classed as an asset of lpm. Other Property Managers may hold Owners' funds for all Developments in one account. With Development Trust Accounts all interest earned by the Account is returned to the Residents.

    lpm invoice the Development Trust Account for our Management Fee just the same as we do for a Contractor completing work on the Development.

    Once a Development is completed lpm arrange a Residents' meeting. We do not wait until problems arise before arranging meetings. In some cases developments may be handed over in phases, which may result in phased meetings with owners through to completion.

    We operate a Proactive Debt Recovery procedure. Why should the regularly paying residents suffer as a result of bad debtors? This is why lpm are proactive in debt recovery. Our remit is to sustain the funds available for the maintenance of the development to continue therefore, we have to be proactive in recovery of the required sums.

    lpm is highly experienced in all types of Residential and Commercial Building Designs and the property maintenance required by current designs.

    Our proactive approach to maintenance programmes, rather that reactive approach saves Developments longer term costs. Monthly Estate Manager Development visits and ten year Maintenance Programmes are the lpm standard.

  • Unless otherwise stated in the Deed of Conditions – YES. However, previous Developments that have chosen to self factor have returned to lpm because they have:

    • experienced problems collecting debt from Residents
    • been charged higher contract costs 
    • had difficulties arranging Insurance such as Buildings & Public Liability Insurance Policies
    • not realised the extent of the workload involved in the management of the Development

  • ‘No Service Charges’ Draw - Conditions

    Free service charges for a year* includes costs involved in the day to day running of your development i.e. management fee, grounds maintenance, general repairs etc however, below are examples of costs which are not included in this offer:

    Exclusions *

    • Full Insurance Excess

    • Resale Fees

    • Replacement Fobs/Keys

    • Replacement Parking Permits

    • Residents Association Fee

    • Valuation Costs

    • Large Scale Improvement Works

    • Unrepresented Cheque or Standing Order Fee

    * This list is not exhaustive

    This offer ends 14th November 2015

  • Although lpm maintain common areas, we are not responsible for building the properties or installation of landscaped areas. However, as we liaise regularly with all our Developer Clients, if any common area defects are highlighted we will co-ordinate between Residents (Residents Associations & Committees) and the Developer to attempt to resolve the matter.

    The only involvement lpm have within Clients Properties is for Buildings Insurance, e.g. storm damage, fire, water and vandalism damage. lpm are not responsible for defective installations within properties, this is the Developers remit. lpm will attempt to assist residents with liaison with Developers for common area defects.

  • The Deed of Conditions will confirm the initial contract period, i.e. 2 to 3 years from date of sale of the last Property by the Developer. Thereafter the Residents, by majority vote via a properly convened meeting as stated above have the right to continue or dismiss the Property Manager. If no meeting or Residents Association is set up the contract will continue.

  • You can find your lpm unique eight digit reference number at the right hand corner of your invoice.

  • On completion of a Development and full occupation of all properties, the Property Manager will call a Residents Meeting as per the timescales laid down in the Deed of Conditions. If at the meeting there is a sufficient majority of Residents (majority percentage is detailed in the Deed) in favour of setting up a Residents Association, then a Committee will be formed of interested Residents to make decisions regarding maintenance and costs for the Development. An lpm representative will meet with the Committee once a quarter to discuss the Development Issues.

  • This is the land within a development which has not been attached to the title of a property and is effectively common to all owners who live on the development.

  • The Deed of Conditions is the document produced by the developer’s solicitor which identifies the responsibility of owners in regard to any common land within the development. This document is legally binding and should be discussed with your solicitor at the point of purchasing your home.

    When Property Owners are signing their Title Deeds with their Solicitor, the solicitor will discuss in detail the responsibilities of residents as per the Deed of Conditions. This confirms their responsibility to the upkeep of common areas within their Development. The Deeds will confirm the regulations involved in communal living. It will also confirm Residents responsibility to ensure the Factor has all the correct contact details for them and for ensuring invoices are paid.

  • A float is a deposit which is used to pay contractors who have carried out work within your development.  If you sell the property, or lpm no longer factor your development, the float would be refunded to you less any outstanding balance.

  • It’s in accordance with your deeds that your final invoice is generated at the next billing period for your development. 

    Your float is offset against the final charges and therefore sufficient time is required to collate the charges and prepare your final account. 

    If you have not done so already, please send your email address to enquiries@lpmonline.co.uk. You can then quickly contact lpm for any refund due on the account. 

  • Your standing order payments have not been sufficient to cover the cost of your invoice.  This may be because you haven’t made enough standing order payments or it could be because there have been additional costs due to work that hasn’t been accounted for within your estimated service charge budget.

  • Unfortunately, lpm are not in the direct debit scheme. However, you can set up a monthly standing order.  Please contact a member of our Finance Department who will advise on the recommended monthly amount.

  • lpm act on behalf of your development to manage the factoring process however all costs relating to the development, including legal expenses,  are the responsibility of all homeowners.  Any legal costs that are successfully recovered will be refunded to you on your service charge invoice as ‘legal income from recovery of debt’.

  • Any person or company who owns or uses property has a legal duty to provide a safe environment for visitors and any other person legally on the premises – visitors, contractors, the postman etc. 

    If you fail in this duty of care, the residential management company could be held legally liable for the injury resulting in huge costs and damages being awarded against you. Property owners’ liability will protect you against these costs.
This type of claim is, in fact, quite common. We often see claims for such things as tripping on cracked pavements, slipping on wet floors and even apparently small injuries can result in claims well over £1,000.  

    It’s also worth noting that if you are insured, the insurers will pay to defend you against spurious claims.

    Did you know you can be held liable if a trespasser or burglar hurts themselves whilst illegally on your property?

    Get more information on Property Owners Liability Insurance at Deacon

    Established more than 25 years ago, Deacon are one of the UK’s largest insurance brokers specialising in Blocks of Flats insurance. 

    lpm work closely with Deacon to ensure claims are dealt with in a timely and efficient manner and conduct regular management information reviews to track and progress insurance claims.

    lpm Doing it the right way

  • In blocks of flats, water damage is the biggest cause of claims (over 70% of claims). We often see situations where water damage has been caused, but the source of the water leak is not apparent. 

    To find and solve the cause of the loss can be a time-consuming and expensive process. It could involve dismantling walls and drilling holes in floors throughout a building. 

    If you have ‘trace and access’ cover, the costs of finding the leak and repairing the damage made while finding it will be covered. This is essential cover for a block of flats.

    For more information on ‘Trace and Access’ Insurance, contact Deacon

    Established more than 25 years ago, Deacon are one of the UK’s largest insurance brokers specialising in Blocks of Flats insurance. 

    lpm work closely with Deacon to ensure claims are dealt with in a timely and efficient manner and conduct regular management information reviews to track and progress insurance claims.

    lpm Doing it the right way

  • Public Liability Insurance covers the common areas within the development and insures the homeowners against any legal action taken due to an accident occurring within these common areas.

  • We would be very surprised if an insurance policy did not cover this. Most policies will cover damage caused by such things as burst pipes due to freezing, leaking pipes on a washing machine or overflowing baths due to a one-off accident or worn sealant. In fact, water damage represents over 70% of the claims we handle for our clients.

    Although it is covered, the existence of insurance should not lead to poor maintenance of the property. If you have many claims, you will soon see the premiums shoot up, or increased excesses imposed.

    It is essential for all leaseholders to look after their property properly.

    For more information on Water Damage and Pipe Insurance, contact Deacon

    Established more than 25 years ago, Deacon are one of the UK’s largest insurance brokers specialising in Blocks of Flats insurance

    lpm work closely with Deacon to ensure claims are dealt with in a timely and efficient manner and conduct regular management information reviews to track and progress insurance claims.

    lpm Doing it the right way

  • Yes! If you have a parking scheme at your development, Life Property Management can send your permits directly to your tenant or letting agent?  If you wish to take advantage of this service, please complete the Residents Enquiry form or email enquiries@lpmonline.co.uk

  • If the caller is an owner:We would ask that all requests for replacement permits are either emailed to enquiries@lpmonline.co.uk or the Resident Enquiry Form on our website is completed.  The company we use for parking schemes charge a £10 administration fee for replacement permits, which would be charged on your next service charge invoice.

    If the caller is a tenant or letting agent and not named as an authorised person on the account:We will require a written request from the owner of the property before we can issue a parking permit.

  • The grounds maintenance ‘growing season’ commenced on 1st April and will run until the end of October.  During this period, all residents should expect to see extreme growth, which is good news as its means that your shrubbery and grass are in healthy condition. The worst of the growing season is traditionally between May and July of each year and starts to slow down between August and October. Based on the resident enquiries, lpm offer some clarity on what to expect throughout the season.

    1. How often do our grounds get maintained?
    Throughout the growing season grounds are maintained by the appointed grounds maintenance contractor twice per month and once per month during the winter months from November to March.

    This equates to a 20 visit maintenance programme and the works included within the contract price, is detailed on the standard specification.  The specification can be found at My lpm and clarifies contractor duties.   If a mild autumn, it is likely that one extra cut will be arranged, which is a cost out with the existing contract.

    The grounds maintenance specification is in place to advise the contractor what is required over the 20 visit programme therefore not all items on the specification will be undertaken during each visit.

    2. How many grounds maintenance staff should be working?
    The number of grounds maintenance staff working at any one time does not affect the amount of work being undertaken.  Staff allocation is commensurate with the requirements of the agreed maintenance programme.

    3. How do we know if the grass has been cut?
    It is often practically impossible for grounds maintenance contractors to move jobs around to enable cutting grass in dry weather, as the teams are carrying out jobs back to back every day of the week and so lawns can end up being cut in wet weather.

    Using powerful commercial machinery with wide collecting hatches means that no lasting damage is done to grass; even muddy tracks are just an aesthetic effect that soon recovers.  Effects may include small clumps of damp grass, a yellowing to the tops of the grass blades, or a slight blackening of the grass. 

    Grounds maintenance contractors will always choose the most appropriate technique to get the best results, but sometimes the aesthetic finish will just not be as good which cannot be avoided.  For contractors to miss cuts would mean breaching the grounds maintenance contract in place with lpm.

    4. Is the grass being cut short enough?
    The first cut of the season will generally just take the tips off the grass, with the blades gradually being lowered over the first 2 to 3 cuts to achieve the desired height.  This is important so as not to stress the grass.  In very wet or very dry conditions the grass may not be cut as short as normal for the same reason.

    5. How do we know if the grass is dead?
    During the summer months, brown patches can appear on the grass which is due to dry weather.  Homeowners can attempt to reduce this by watering the grass or installing a sprinkler system.   The grass usually does revive after the next spell of rain; however it can take a bit of time to fully recover.

    6. Are the Shrubs, Hedges and Trees overgrown?
    Pruning is carried out as per the lpm specification for the development, which is usually a summer and winter prune.  The grounds maintenance contractor chooses the time of year to ensure the maximum benefit, which prevents the shrubs and hedges becoming overgrown in between cuts.  

    Tree lopping works falls out with our standard specification and should such works be required, lpm would generally appoint a tree surgeon to assess and provide a cost to undertake such works. Depending on the species of tree being considered, this work may need to be carried out at specific times of the year, which the tree surgeon will identify in advance.

    7. What is Woodland Mix and why is the area planted by the builder so bare?
    Woodland Mix areas are a mix of shrubs and trees, which takes between 3 and 5 years to establish ground cover.  In the initial period, weed growth is addressed twice per annum.  All residents should accept this will be the case in the initial 5 years. 

    8. How do we get rid of moss from pathways/car park areas?
    The grounds maintenance contractor is responsible for removing moss from small areas such as steps and entrances to pathways.   In order to treat and ‘kill off’ moss in areas such as car parks or larger path areas, it requires a Tender process whereby contractors will be invited to assess the condition of the moss and provide a cost estimate to treat and remove.  This falls out with the grounds maintenance contract.

    9. How do grounds maintenance operatives weed the shrub beds?
    Weeding is carried out in many different ways as it is not always practical for one garden tool to be utilised.  Hand forks, dutch hoes, spring-tine rakes and stone rakes are used at many developments. The preferred tool will be utilised at the discretion of grounds maintenance operatives to ensure weeds are dealt with as quickly as possible.  At some developments, chemical weed killers may also be utilised to help retain the week growth.

    On new build developments, newly installed shrubs, trees etc. can take between 2-5 years to establish the kind of ground cover required to slow weed growth.

    10. What happens if shrub beds need additional planting?
    Additional planting works fall out with the 20 visit grounds maintenance contract.  If areas of shrub beds are bare, the grounds maintenance contractor and Estates Manager will co-ordinate for planting to be priced accordingly.  Robust planting is usually carried out at the bare root season during November/ December.  Floral planting is usually considered during spring or early summer.

    When shrubs are planted they usually go into shock and can take time to bed their roots.  This can create slow growth for the initial period of time and it could look as though the shrub is dead.  The grounds maintenance contractor will attempt to nurture newly planted shrubs to stimulate growth.

    On occasion, some plants may not survive which could be due to the conditions of the ground, the shrub having been damaged or animals having trampled, or dug it up.  

    11. How do grounds operatives remove leaves from the development?
    Grounds maintenance contractors will generally use leaf blowers to remove leaves from developments.  Whilst leaf blowers can be used incorrectly, the grounds maintenance companies train their operatives to use them properly.

    The usual process involves blowing into large piles and then collecting these.  This may be done more than once, particularly over the duration of the 20 visit schedule.  Once there is only dust left this may be blown into a bed – this last stage can be mistaken for the operatives blowing everything into the beds.  This is not the case and would not help the operatives as they would have to remove the debris eventually.

    lpm Doing it the right way

  • Unfortunately, we can’t take this change over the telephone as we require all changes to be made in writing.  You can update your personal profile information by emailing enquiries@lpmonline.co.uk or completing the Resident Enquiry Form on our website.

  • The sale of your property is a legal transfer of ownership therefore, as part of the sale process your solicitor will contact lpm with a standard letter confirming the sale and provide all relevant information including date of sale. 

    If no resale letter is received – Unfortunately, we haven’t heard from your solicitor yet. I would suggest contacting them to give them a reminder to notify us of the sale.  You will receive your final invoice at your development’s next billing period.

    If the resale letter is received – Your solicitor has already advised us of the sale.  You don’t need to do anything else.  You will receive your final invoice at your development’s next billing period.

  • As this is a change of ownership, lpm need legal confirmation from your solicitor of the new owner’s details and confirmation of the date of sale.

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Registered Name: Life Property Management Ltd. Registered in Scotland SC253869. VAT Reg No 827 5010 46. Property Factor Reg No PF000203. Registered Office: 11 Somerset Place, Glasgow G3 7JT. Life Property Management Ltd is an appointed representative of Arthur J Gallagher Insurance Brokers Limited which is authorised and regulated by the Financial Conduct Authority.  Registered Office: Spectrum Building, 7th Floor, 55 Blythswood Street, Glasgow, G2 7AT.  Registered in Scotland.  Company Number SC1089909.