The Consumer Charter is for you – whether you are a leaseholder, residents’ management company director, freeholder, developer or landlord. It sets out how ARMA members must deal with clients and the standard of customer service you can expect.

ARMA-Q members must:

  • Be honest, fair, open and transparent and provide a timely and professional service with access to the information needed.
  • Act with skill, care, diligence and without discrimination.
  • Make sure that all their staff are appropriately trained and knowledgeable.
  • Have written terms of business.
  • Provide their complaints handling procedure specifying the ombudsman scheme to which they subscribe.
  • Comply with all relevant legal requirements and relevant codes of practice.
  • Avoid conflict of interest.
  • Maintain clear, accurate and up-to-date financial records.
  • Ensure that any client money is held separately from the managing agent’s other monies.
  • Hold appropriate professional indemnity insurance.

Any member who falls short of the Charter may be subject to disciplinary action. For further information e-mail

Company Limited by Guarantee

Registered in England No. 5128635

COVID-19Update 19th July 2021

Following the latest round of restriction easing, we can confirm that our offices remain closed to the public for the continued safety of our team. We will continue to facilitate contractor key collections.

Our teams have been exceptional throughout the pandemic, working tirelessly to ensure continuity of service to our clients, demonstrating a resilience and positive attitude under unprecedented circumstances and we are sure our clients recognise and appreciate their efforts.

Many of our team will continue to work from home for the foreseeable future as they have throughout the pandemic, however restrictions on meetings have been eased as long as our team are able to follow our COVID policies safely. Otherwise, it is very much business as usual.

We will continue to regularly review our policies in line with any national or local guidelines and professional advice.

In order to get through to your management team, please note the extension numbers below. Simply enter the extension number on your phone when prompted.

For Andrew Hargadon & Imani Robinson use Ext. 554

For Brian Collins & Sebastian Perry-Symes use Ext. 550

For Natasha Haisaid & Virginia Contreras use Ext. 558

For Chloe Gallagher & Rafaela Ribeiro use Ext. 559

For Kim Head & Tim Richards use Ext. 504

For Linda Clarke & Rasa Mestre use Ext. 555

For Richard Payne & Emma Preston use Ext. 553

For Andrew Hargadon, Donna Vernam and Karolina Stadnik use Ext. 552

For the latest government advice, please visit

We would also like to take the opportunity to thank all of our clients for their continued support throughout the pandemic.