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Our complaints procedure

If you’re not completely happy with our service, we’d like to hear about it so we can put it right.

We want to:

  • make it easy for you to tell us about your complaint
  • give your complaint the attention it deserves
  • resolve your complaint without delay
  • make sure you are satisfied with how your complaint was resolved

If you’re not satisfied with any aspect of our service, contact our Managing Director, Martin Bikhit.

You can write to:

Martin Bikhit
Managing Director
Berkshire Hathaway London Kay & Co | Marler & Marler.
24-25 Albion Street
London W2 2AX
or This email address is being protected from spambots. You need JavaScript enabled to view it.

We aim to solve your concern straight away, but we may need to investigate your complaint internally first. We will acknowledge receiving your complaint in writing within three working days.

In most cases, complaints are dealt with within 15 working days, when we will send you a letter explaining the outcome. If you’re still unhappy, you can ask for your complaint to be reviewed at a higher level within Berkshire Hathaway HomeServicesBerkshire Hathaway London Kay & Co | Marler & Marler. The Chairman will review your complaint and will aim to give you a full response within 15 working days. If the investigation is likely to take longer, he will keep you fully informed of his progress.

Write to the Chairman at the address below. Give the details of your complaint and what you would like us to do to resolve matters.

The Chairman
Kay & Co.
24/25 Albion Street
Hyde Park
London W2 2AX

Please see our full Complaints Policy here.

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Tailored block and estate management solution

It is rare these days to find really good block management. Perhaps that's because it demands skill, experience and a different attitude. Good management is about making life better for residents through planning and understanding how a building works. It's about a true sense of service, aiming to solve any issue, however small, immediately. Fundamentally, it's about protecting and enhancing your asset.

If you aren't seeing those qualities from your current management company, we would like to hear from you. At Berkshire Hathaway HomeServices London Kay & Co | Marler & Marler we bring an entirely fresh approach with new thinking, methods and technologies. As a specialist company offering a bespoke range of block management services rather than a 'one size fits all' solution, we demonstrate time and again that family values are at our core.

We care with a passion about our clients and delivering a first-class service. When you have a problem, you want to know that someone is dealing with it and that they won't stop until the job is done. That's what we do, 24 hours a day, seven days a week, 365 days of the year.

We are members of the Association of Residential Managing Agents (ARMA) and are proud holders of their ARMA-Q accreditation, the gold standard for residential leasehold management. We are also winners of the ARMA Smaller Managing Agent of the Year Award 2018.

We are entrusted with more than 1,000,000 square feet of prime London residential space, and we collect rent and service charges in excess of £10,000,000 every year. Our clients include high-end developments that require VIP services and discretion for tenants.

Our Block Management department is made up of a dedicated team of professionals who are on call 24 hours a day, 7 days a week, in order to meet your needs.

Audited Complaint Procedure

There is a statutory need to operate an audited complaint procedure in the event of client dissatisfaction. We absolutely adhere to that requirement and a copy of our procedure can be found here.

Property Management

Our team is here to take away all the concerns and pressures of managing a building. When you call us, be reassured that a property management expert will be available to assist you.

We believe in establishing a long term relationship with clients. We listen to their requirements, in order to provide the correct service for each instruction. All our clients are different, and the Berkshire Hathaway  London Kay & Co | Marler & Marler team will adapt management services and fee to suit the need of each client.

Proactive Maintenance

We provide an out-of-hours service to our clients to assist with incoming queries, whether it’s the evening, weekend or bank holiday. We have a pool of contractors that have passed our exacting standards, and ensure competitive rates; this means that all our residents and clients can be reassured that we spend their money wisely. If you want to establish a limit on spending in order to have total control of expenditure, we can easily arrange for that to happen.

Out of Hours

You always have 24-hour emergency access to a member of our team. We are members of Fixflo, a system which allows maintenance issues to be reported online. It is simple to use and helps us carry out repairs more quickly.

For emergency out of hours support, please call 03452 604882


At Berkshire Hathaway HomeServices, we offer a concierge service; this is designed to give you peace of mind, especially if you are not living in your home full-time. Should there be an emergency, or granting access to contractors such as cleaners, builders or decorators, we are there to assist. It also allows us to pay regular visits, deal with mail and check that all is secure and safe. Should we notice anything untoward, we will report back immediately with any issues and resolutions.

If you are looking to add a concierge service to your building, we are happy to make all the arrangements. From general day-time concierge, to a five star blue riband team of professionals, Berkshire Hathaway HomeServices  London Kay & Co | Marler & Marler will help find a service suitable for the resident’s needs and budget. To discuss in more detail, please call us.


Berkshire Hathaway HomeServices  London Kay & Co | Marler & Marler are regulated by the FCA and work through our Insurance Brokers to offer you the best arrangements for your property.

Health and Safety

Health & Safety is a key commitment for Berkshire Hathaway HomeServices  London Kay & Co | Marler & Marler and is a priority for all our employees. We use an independent consultant to undertake annual fire and building risk assessments, with regular reviews.

Property Managers provide ongoing support and advice for on-site staff and clients, in order to ensure that all potential risks are controlled and managed.

Contractors on our approved list have all submitted documentation to confirm that they are properly accredited for the work they do and comply with current legislation.

Debt Collection

At Berkshire Hathaway HomeServices  London Kay & Co | Marler & Marler, we prides ourselves on our strong financial control and debt management. We deal with the collection and management of your service charge funds effectively and sensitively.

Company Secretarial Services

We offer company secretarial admin duties which include:

  • Streamlining transfer of shares/membership on a property sale.
  • Maintaining statutory books.
  • Maintaining a registered office at our company address.
  • Attendance at Board/AGM meetings when required.
  • Issuing relevant notices.
  • Minuting meetings.
  • Preparing and filing Annual Returns.

How to Change Managing Agents

Are you currently engaged with another managing agent and would like to hear more about how we could improve your building or estate?

It takes only 3 steps to switch:

1. Get in touch for a no obligation proposal – simply click here to start the process.

2. If you decide to change managing agents, you will have to give notice to your existing agents.

3. We will begin advising you well before the agreed handover date and liaise with all parties to ensure a smooth transition.

We work strictly within ARMA guidelines and ensure that all documents and records are transferred in good order, so we can start managing your property properly from day one.

No matter if you are a residential management company, a right to manage group or a freeholder, our Block Management team are ready to deliver.

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We pride ourselves on a dedicated team of Block Management professionals

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Katy Williams


Paula Orlowska