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


Following government guidance and in an attempt to keep our colleagues safe we have moved our staff to homeworking where possible. To ensure safety to our team and the wider community we have taken the decision  that our offices should no longer be open to the public and we would request that you do not visit our offices but communicate with us via telephone or email.

It is our intention to keep any disruption to our services to a minimum, however, as colleagues comply with the government directive to self-isolate the inevitability of staff illness and therefore absenteeism means that some disruption is anticipated. It is our considered opinion that delays should be expected and we would therefore ask our clients and leaseholders to be as understanding as possible during these tough times for all.

We continue to experience delays and disruption with the postal service, therefore if you have not already opted to receive all correspondence from us by email, we would strongly recommend that you contact us at providing your permission to ensure you are safely receiving all critical correspondence.

To ensure your calls continue to come through to us we have made some changes to our phone system. In order to get through to your key contact please note the extension numbers below for our property teams. 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 Dave Wheeler & Margaret Vernam use Ext. 556

For Natasha Haisaid & Virginia Contreras use Ext. 558

For Lizzy Ellis & Tim Richards use Ext. 504

For Linda Clarke & Rasa Mestre use Ext. 555

For Richard Payne & Emma Preston use Ext. 553

For Tim Townsend & Donna Vernam use Ext. 552

For the latest government advice, please visit

We would thank you in advance for your understanding and cooperation.