Choosing help to take over from a poor previous agent

Most schemes discover their managing agent is underperforming only when something breaks publicly—a compliance deadline missed, a financial discrepancy uncovered, or a crisis handled badly. By then, weeks or months have been wasted. The real mistake isn't spotting the problem; it's switching without a proper handover plan. A rushed exit leaves gaps in records, confusion over who owns what responsibility, and an incoming agent starting blind. Getting this transition right matters as much as choosing better the second time.

Planning the exit without creating chaos

Before terminating, check your management contract for notice periods and exit clauses. Most require 30 days' written notice, though some demand longer. Serve notice in writing—email is fine, but keep proof of delivery. Don't wait until the last moment to find a replacement; start hunting once you've decided to change, so there's overlap time for proper handover.

Make a handover checklist with the outgoing agent and incoming provider present, even if only via email. This should cover: all trust account records and bank statements for the past three years, levy payment schedules and arrears records, insurance policies and renewal dates, maintenance contracts and warranties, minutes from all trustee meetings held in the past two years, compliance certificates (electrical, water, gas, lifts), and keys or access codes to common areas and system passwords. Don't assume they'll hand over willingly; request items in writing and set a deadline.

If the outgoing agent refuses to cooperate or delays, escalate to your trustee board chair and consider legal advice—particularly if financial records are at stake. A scheme's financial history is its backbone, and you cannot afford to lose it.

Spotting red flags in a replacement agent

Because you've lived through one bad relationship with a managing agent, you'll recognise some warning signs faster than a first-time buyer. Look for these during your evaluation:

• Vague answers about how they handle arrears collection or dispute resolution
• No clear process for raising and approving special levies
• Reluctance to provide references from other schemes they manage
• Overpromising quick fixes or claiming they'll "cut your costs significantly" without understanding your scheme's specifics
• Inability to explain how they stay compliant with PPRA regulations (if relevant to your province) or how they manage trust accounts
• No written service agreement offered upfront, or a contract that lacks detail on response times and escalation procedures

A good replacement agent will ask detailed questions about why you left the previous one, what went wrong, and what your scheme prioritises now. They'll offer a transition meeting and a handover timeline. They'll be clear about their fee structure and what's included. And they'll provide at least two references you can actually contact.

Making continuity your priority

The first 60 days with a new agent are critical. Assign a trustee liaison—someone who'll check in weekly, not monthly. Ask the incoming agent to flag any anomalies they spot in the inherited records: unexplained transactions, arrears that weren't flagged by the previous agent, or maintenance issues suddenly becoming urgent. This isn't about blame; it's about understanding what you're inheriting and setting a clean baseline.

Request a full report within 30 days of appointment. It should cover the scheme's financial position, compliance status, outstanding maintenance issues, and any disputes or arrears. Use this as your reference point to measure the new agent's performance. If they can't produce a coherent picture within a month, you may have chosen poorly again.

Don't make the mistake of assuming the new agent will automatically know your scheme's culture or priorities. Schedule a quarterly meeting for the first year. Your scheme's needs are specific, and an agent who engages directly with trustees—not just collecting fees from a distance—is worth keeping.

When you're ready to make the move, Strove's verified property management providers in your area can help you find agents with transparent records and real reviews from other schemes. Start your search early, overlap your handover properly, and commit to active oversight in the first months. That's how you break the cycle.