Kindness & Unreasonable Behaviour Policies

Here at Principle, it is our aim to offer a great service to all our customers. In return, we ask that all our customers are polite and respectful to our staff members. We will not tolerate abusive or unreasonable behaviour directed towards our staff. To support this, we are publishing our Kindness Policy and Unreasonable Behaviour Policy.

Through these policies and the measures outlined, we have taken steps to recognise and safeguard our staff from unreasonable behaviour and thank our customers for their cooperation.



Fire Safety in your home

Our Trade Body, the Association of Residential Managing Agents (ARMA) of which our MD, Brett Williams is a past Chairman, has jointly produced this safety poster with Hampshire Fire & Rescue Service.

We think it is a really useful quick visual guide and as well as placing it on the resources page of our website, it is also to be placed on all notice boards at the developments we manage and in the documents folder on Customer Portal.

Please click Fire Safety in your home to open the poster.

Customer Portal User Guide

The Principle Estate Management Customer Portal is a great resource available exclusively to our customers which offers, amongst other things:

  • Online Card Payment of outstanding balances
  • Detailed account history
  • Access to invoices and statements relating to your account
  • Access to useful documents
  • Notification of important information relating to your property
  • Online reporting of maintenance issues

Please click on the link to open our Customer Portal User Guide for instructions on how to register and use the portal.

Coronavirus (COVID-19): Principle Business Continuity Statement

Further to Government guidance regarding coronavirus, we have reviewed our operating procedures which are summarised in the statement on the below link:

Coronavirus – Principle Business Continuity Statement

We hope that all of our Clients and Customers understand the difficult operating situation we all now find ourselves in.

Please also see document produced by our Out of Hours emergency service provider:

Covid 19 Out of Hours Emergency Guidelines

Please do look out for your neighbours and stay safe.

ARMA’s Leaseholder Library

Below is a link to the ARMA website page which is a self-service library offering guidance to leaseholders. We would recommend that you view the documents available to see if they can assist.

They cover subjects such as:

  • fire safety
  • parking
  • condensation
  • major works
  • pest control
  • anti-social behaviour
  • smoke-free regulations

and many more.

We hope you will find them to be very useful.

ARMA Leasehold Library

Leasehold consumer guides published

A series of 12 guides, together with a glossary, has been jointly published by nine cross-sector bodies to help give consumers more information about the leasehold.

Each of them is available on a separate link below:

  1. Your Guide to Leasehold
  2. What is a Lease?
  3. Who is who in a block of Leasehold Flats?
  4. Who has responsibility for what?
  5. Carrying out alterations or improvements
  6. What costs will I have to pay each year?
  7. Service charges and ground rent
  8. Reserve and sinking funds
  9. Section 20 – major works & long term agreements
  10. Shared ownership
  11. Common misconceptions about Leasehold
  12. Your Leasehold Home Making a complaint
  13. Glossary of terms

RICS Fire safety: a clear, impartial guide

The Royal Institution of Chartered Surveyors (RICS) has published clear and impartial fire safety guide for the general public which highlights the responsibilities of landlords and tenants in keeping properties safe.

You can read the guide by clicking on this link: RICS: A clear, impartial guide to Fire Safety

Advice to Leaseholders in High Rise Apartment Blocks

The Association of Residential Managing Agents (ARMA) is a trade body for firms which manage apartment buildings and which one of our Directors is a former Chairman.

ARMA produces many Guidance Notes for its Members and also Advice Notes for Leaseholders. In December 2018 the Government issued Advice Note 14 (AN14) concerning wall covering systems that do not incorporate Aluminium Composite Material (ACM). The emphasis was on combustible systems such as wood and High Pressure Laminate (HPL) installations. Although only an Advice Note, this document is causing issues in the sales and re-mortgage areas as some valuers are returning a £0 value on flats, thereby holding up sales. Please remember that by the valuer putting a £0 value doesn’t necessarily mean that a property is considered worthless, it is a technique used by valuers to place a hold on a valuation pending further information. Not all valuers and lenders are taking this approach and people trying to sell or re-mortgage would be advised to shop around at this time.

ARMA has been very active and vocal on the matter, taking the matter up with No. 10 and MHCLG. Recently a cross industry working group has been set up by RICS and the Fire Safety in High Rise Buildings Group is also engaged in discussions. We hope to have a way forward to unblock the valuations shortly, although it must be said at this point that there is no easy and obvious way forward.

ARMA has produced Advice to Leaseholders in High Rise Apartment Blocks



Advice Note on Balconies on Residential Buildings

The Ministry of Housing, Communities & Local Government has produced an Advice Note which provides advice on the risks arising from balconies on residential buildings.

This Advice Note is written for residents and building owners of residential buildings with multiple dwellings (i.e. blocks of flats), although the principles may also apply to other building types.

You can read the Advice Note here: Advice_on_Balconies_on_Residential_Buildings

Should you have any questions or comments regarding this matter, please contact us using the enquiry form on the Contacts page of our website.

What does a Managing Agent do?

The Association of Residential Managing Agents (ARMA), of which one of our Directors is a former Chairman, has excellent resources available.

Please click So what does a Managing Agent do? to read this useful booklet.

We’d be pleased to answer any questions you may have on this.

RICS Client Money Protection Scheme Rules

In accordance with the RICS requirements regarding their Client Money Protection Scheme Rules for firms Regulated by RICS, please see a link to the rules.

RICS Client Money Protection Scheme Rules

Leaseholder Library

The Association of Residential Managing Agents (ARMA), of which one of our Directors is a former Chairman, has excellent resources available.

Please click Leasehold Library for some of their useful leaflets.

Owner & Occupier Contact Details Form

If you own an apartment or house on a development managed by Principle Estate Management, please complete this form and email it to our office so that we can record your full contact details on our system.


Living in Leasehold Flats

A guide to your rights and responsibilities as a leaseholder

As a leasehold homeowner, it’s in your best interests to understand the legal nature of this type of ownership. What exactly do you own and what are the associated rights and responsibilities?

This guide aims to help you to understand residential leasehold and what your rights and responsibilities are.

You can download this excellent six page guide produced collaboratively by ARMA, ARHM & LEASE by clicking here.

Please check back regularly for more resources to be posted on this page.