Managing agent compliance scorecard for trustees

Compare a managing agent across 15 service and compliance criteria. Rate each item from 0 to 3, review the supporting evidence and keep a clear record of your assessment.

Compare the service you can expect

A managing agent’s proposal can describe processes without showing when or how they happen. Work through each criterion with the agent, request supporting records where appropriate and note any commitments that should appear in the mandate.

Fourteen original criteria are provided, plus one optional, customizable criterion for your own scheme. Guidance can be edited and your notes and ratings are included in the downloadable scorecard.

How to score

Rate each criterion from 0 to 3. The fixed W value shows the maximum of 3 points per criterion, making the total 45.

0Cannot be evidenced

1Partially met or claimed without evidence

2Meets your agreed standard

3Exceeds the standard with evidence

Unrated criteria remain blank. A score of 0 is counted as a rating. Your progress updates as you go.

The compliance scorecard

Choose a rating for each item and record any observations. On mobile, expand “What good looks like” or “How to verify” to read or edit the guidance.

Your current score

0 / 45

0 of 15 rated

Group 1 — Compliance and service delivery
No.	W	Criterion	What good looks like	How to verify	Your notes	Rating 0–3
01	3 maximum	Quarterly Trustee Meetings with full 7-day notice	What good looks like What good looks like for criterion 1Trustee meetings are held at least once per quarter, with a formal agenda and all supporting documentation distributed to every trustee no fewer than 7 days before each meeting, in line with the STSMA.	How to verify How to verify criterion 1Request copies of the last four meeting notices and confirm that the date of distribution preceded each meeting by at least 7 days. Check that a formal agenda accompanied every notice.	Your assessment notes (optional)	Your rating
02	3 maximum	Minutes distributed within 7 days of each Trustee Meeting	What good looks like What good looks like for criterion 2Accurate and complete minutes are prepared and distributed to all trustees no later than 7 days after each meeting, with action items clearly recorded, attributed to responsible parties, and tracked to resolution.	How to verify How to verify criterion 2Request the last four sets of minutes and cross-reference the date they were sent against the date of each meeting. Check that action items are listed with named responsible parties and target deadlines.	Your assessment notes (optional)	Your rating
03	3 maximum	AGM held within 4 months of Financial Year End	What good looks like What good looks like for criterion 3The Annual General Meeting is convened within 4 months of the scheme's financial year end, with proper notice issued to all owners, all required resolutions tabled, and the meeting conducted in line with the STSMA and the scheme's registered rules.	How to verify How to verify criterion 3Confirm the scheme's financial year-end date and verify that the most recent AGM was held within the required 4-month window. Request the AGM notice and signed minutes as confirmation. Non-compliance here constitutes a direct breach of the STSMA.	Your assessment notes (optional)	Your rating
04	3 maximum	Interim levy implemented on the 1st day of the Financial Year	What good looks like What good looks like for criterion 4Where the new budget has not yet been formally adopted at the AGM, an interim levy is implemented from the first day of the new financial year without interruption, ensuring the scheme maintains consistent cash flow and can meet its financial obligations.	How to verify How to verify criterion 4Request the levy schedule and confirm that an interim levy was applied from day one of the current financial year. Verify that owners were notified of the interim levy amount in advance.	Your assessment notes (optional)	Your rating
05	3 maximum	Accurate budget provided 60 days before Financial Year End	What good looks like What good looks like for criterion 5The Financial Manager provides a complete and accurate draft budget to trustees no later than 60 days before the financial year end, giving sufficient time for review, revision, and formal adoption at the AGM.	How to verify How to verify criterion 5Request the draft budget for the most recently completed financial year and confirm the date it was issued. Calculate whether it preceded the financial year end by at least 60 days. A late budget delays AGM preparation and levy setting for every owner in the scheme.	Your assessment notes (optional)	Your rating
06	3 maximum	Draft Annual Financial Statements provided within 4 weeks of Financial Year End	What good looks like What good looks like for criterion 6Draft Annual Financial Statements are prepared by qualified accountants and issued to trustees within 4 weeks of the financial year end, providing trustees with sufficient time to review the figures before the audit process and AGM.	How to verify How to verify criterion 6Request the draft AFS for the most recently completed financial year and verify the date of issue against the financial year-end date. A delay of more than 4 weeks warrants a formal explanation from the managing agent, as it will have a cascading impact on audit and AGM timelines.	Your assessment notes (optional)	Your rating
07	3 maximum	Monthly management accounts prepared by accountants and sent by the 15th of each month	What good looks like What good looks like for criterion 7A complete set of management accounts - prepared by qualified accountants and signed off by senior management - is distributed to trustees by the 15th of every month without exception. This should include the balance sheet, income statement with budget variance, reconciliation of accounts, trial balance, debtors’ age analysis, and a copy of the municipal account.	How to verify How to verify criterion 7Request the last six months of management accounts and confirm the date each set was received. Any months missing or delivered after the 15th represent a material gap in financial reporting. Consistent late delivery is a red flag that warrants direct escalation.	Your assessment notes (optional)	Your rating
08	3 maximum	Accurate and consistent debt collection with monthly feedback to trustees	What good looks like What good looks like for criterion 8The managing agent maintains an active, consistent, and documented levy collection process, with a written arrears report and debt collection status update provided to trustees every month as part of the standard reporting cycle. Escalations are clearly communicated and followed through.	How to verify How to verify criterion 8Request the last three months of debtors' age analysis alongside the corresponding debt collection feedback reports. Confirm that the process follows a documented collections procedure and that trustees are kept informed of all escalations and legal referrals. Unaddressed arrears growing month on month is a significant concern.	Your assessment notes (optional)	Your rating
09	3 maximum	Action items are tracked weekly with feedback provided to trustees	What good looks like What good looks like for criterion 9All open action items arising from trustee meetings, owner queries, and maintenance matters are maintained on a live and structured action log. Trustees receive a weekly update on progress and resolution status, and overdue items are proactively flagged and escalated.	How to verify How to verify criterion 9Request a sample action log from the past 30 days. Confirm that items are dated, attributed to responsible parties, and updated consistently. Ask how overdue items are escalated and by whom. An undated or incomplete action log is a governance concern.	Your assessment notes (optional)	Your rating
10	3 maximum	Response time to owner and trustee queries	What good looks like What good looks like for criterion 10All queries from owners and trustees receive a substantive response within 24 hours, with a clear escalation path in place for urgent or complex matters. Owners and trustees are never left without acknowledgement or direction.	How to verify How to verify criterion 10Test the response time by submitting a query through the managing agent's standard communication channels and note the turnaround. Speak to existing trustees about their lived experience of query resolution. A response time consistently exceeding 24 hours is not acceptable.	Your assessment notes (optional)	Your rating
11	3 maximum	Portfolio Manager is not overloaded (9–14 buildings)	What good looks like What good looks like for criterion 11The Portfolio Manager assigned to your scheme manages a portfolio of between 9 and 14 buildings — a workload that allows for genuine engagement, proactive management, and the time and attention that trustees and owners deserve.	How to verify How to verify criterion 11Ask directly how many schemes your Portfolio Manager is currently responsible for. A portfolio exceeding 14 buildings significantly reduces the capacity to manage any single scheme with the care and attentiveness it requires. This is a question worth asking before signing any management agreement.	Your assessment notes (optional)	Your rating
12	3 maximum	Regular building and scheme inspections	What good looks like What good looks like for criterion 12Formal scheme inspections are conducted on a regular, scheduled basis, with a structured written report issued to trustees after each inspection. Where issues are identified, maintenance tickets are logged and followed up, with reference numbers captured in the report to give trustees full visibility that matters are being actioned.	How to verify How to verify criterion 12Request the last two inspection reports and confirm the dates, scope, and format. Verify that identified issues were followed through to resolution. Inspections communicated verbally without a written record offer trustees no audit trail and no accountability.	Your assessment notes (optional)	Your rating
13	3 maximum	Accurate and professional representation at CSOS	What good looks like What good looks like for criterion 13The managing agent ensures all CSOS returns are submitted accurately and on time, and provides well-prepared, professional representation in any CSOS dispute or adjudication process on behalf of the scheme and its trustees.	How to verify How to verify criterion 13Confirm that CSOS levies are being collected and remitted correctly by reviewing the monthly management accounts. Ask the managing agent to describe their process for handling CSOS disputes and request an example of prior representation or correspondence. Ask how many CSOS matters they have managed in the past 24 months.	Your assessment notes (optional)	Your rating
14	3 maximum	In-house legal team providing support and direction	What good looks like What good looks like for criterion 14The managing agent has access to an in-house or directly affiliated legal team that provides trustees with timely, accurate guidance on scheme rules, conduct matters, levy disputes, and STSMA compliance - without requiring the scheme to source and fund external legal counsel for routine matters.	How to verify How to verify criterion 14Ask whether legal support is in-house or outsourced, and what the cost implications are for the scheme when legal advice is required. Clarify whether legal costs are absorbed within the management agreement or billed separately. Legal costs passed to the scheme without prior disclosure or trustee approval are a red flag.	Your assessment notes (optional)	Your rating
15	3 maximum	Name your criterionOptional — add your scheme-specific requirement	What good looks like What good looks like for criterion 15	How to verify How to verify criterion 15	Your assessment notes (optional)	Your rating

Total rating0 / 45

Questions trustees may ask

What does the W column mean?

W is the fixed maximum rating for each criterion (3). The overall score is the sum of the individual ratings, without applying any additional weighting.

Can I update the guidance or leave notes?

Yes. The “What good looks like” and “How to verify” fields can be edited. You can also add observations in “Your assessment notes.” All of these fields are included in your downloaded CSV.

Can I compare different managing agents?

Yes. Complete a separate scorecard for each managing agent and compare them against the same criteria, supporting records and expectations.

Does a high score prove statutory compliance?

No. This is a comparison aid, not a legal certification. Independently confirm the applicable statutory requirements, deadlines and supporting records.

Get a copy of your completed scorecard

Enter your email address to download the CSV file. A copy of the completed scorecard and your email address will also be emailed to the FMS team for follow-up.

Email & download your scorecard

Open the CSV in Excel, Google Sheets or another spreadsheet program.

Your email address is used for this scorecard submission. Delivery requires the accompanying WordPress email plugin.

Print for your next meeting

Prefer a hard copy? Print the scorecard to review with other trustees.

This scorecard is a practical evaluation aid. Confirm legal and regulatory wording, deadlines and service commitments before publication or appointment.