If you manage residential blocks in the UK, this article is for you.
Receiving a service charge invoice with no context is one of the most frustrating experiences a leaseholder can have. It is not an isolated complaint either: the UK Government itself acknowledges the problem as part of its leasehold reforms. Good service charge software can fix it, and this article explains how.
Service charges have risen sharply. According to the Hamptons Service Charge Index, the average service charge for a flat in England and Wales rose 11% during 2024 to £2,300 a year, more than four times the rate of CPI inflation over the same period (2.5%). Between 2019 and 2024 the cumulative increase was 33.9%.
But the amount is not the only problem. In its 2025 consultation, the Ministry of Housing, Communities and Local Government (MHCLG) explains that under current rules landlords usually do not have to share budgets or detailed plans for the building. As a result, leaseholders often do not understand what they are being asked to pay for, and may only learn about major works a few months before they start. When it published its response to that consultation in July 2026, the government repeated the point: many leaseholders find it difficult to understand the charges they pay or to access information about their building.
That lack of visibility is where many questions and disputes begin. A leaseholder who receives a £1,800 demand with no context will reasonably ask where the figure comes from, who approved the spending, and why it is higher than last year. For the managing agent, every one of those questions is unbillable administrative time.
Legislation is moving in the same direction. Under the Leasehold and Freehold Reform Act 2024, the government confirmed in July 2026 that it will introduce a standardised service charge demand form, an annual report on the condition of the building and planned major works, and stronger rights for leaseholders to request information. These measures are not yet in force: according to LEASE, the regulations are expected later in 2026, with leaseholders starting to see the changes during 2027. Managing agents who already work transparently will be better prepared.
The idea behind PropLinker is simple: the leaseholder always knows what is coming.
Before any invoice is issued, the leaseholder can already see in their portal the approved annual budget, the charges that follow from it, and any maintenance works that have been voted on. When the demand arrives, it is not a surprise. It confirms something they already knew.
Take a typical example. If the approved budget for the year includes a roof inspection and a lift maintenance contract, the leaseholder can see both lines, and their share of each, months before the first quarterly demand. When the demand arrives, the figure matches what they have already seen.
This improves the leaseholder's experience, because they understand what they are paying and why. It also reduces the managing agent's workload, because the information that used to be explained by email is available before the question is ever asked.
Every leaseholder gets their own personal login to PropLinker:
Everything updates in real time. When the managing agent records a payment or uploads a document, the leaseholder sees it straight away. A leaseholder portal like this turns service charge software from a back-office tool into a shared, transparent record for everyone in the building.
With PropLinker's voting module, leaseholders vote on major works and budgets before they are carried out.
For the leaseholder, this means a real say in decisions that affect their wallet. For the managing agent, it means documented evidence of who voted, when, and with what result.
To be precise: a vote does not replace the statutory Section 20 consultation. In England and Wales, that consultation is required when qualifying works would cost any one leaseholder more than £250, under the Landlord and Tenant Act 1985 and the Service Charges (Consultation Requirements) (England) Regulations 2003. A vote complements it by creating a clear record of leaseholder participation. We cover the legal requirements in detail in our Section 20 consultation guide.
PropLinker is block management software built for the three main models of residential block management in the UK:
We explain the differences between these models in our article on managing agents vs Scottish property factors.
Transparency with leaseholders depends on solid service charge accounting underneath. PropLinker includes full UK GAAP accounting:
Collection is automated too. With Stripe and GoCardless Direct Debit, charges are collected automatically on the due date. We compare the options in GoCardless vs standing orders, and cover the accounting side in our service charge accounting guide.
When a payment is missed, the arrears report shows it immediately. Our service charge arrears and credit control guide explains how to handle it.
Maintenance sits in the same platform: jobs, contractor quotes, compliance certificates and scheduled maintenance. Arrears, Collection, Expenses, Maintenance, Unit Statement and Audit Log reports are generated instantly.
PropLinker is available from £24 per month, with a 30-day free trial, no credit card and no contract. You can bring in your buildings, units and owners using our bulk import template.
Because when the leaseholder trusts, the managing agent works better.
Sources: Hamptons, Service Charge Index 2024 · MHCLG, Strengthening leaseholder protections over fees, charges and services (consultation, 2025) · MHCLG, Government response to the Strengthening leaseholder protections consultation (July 2026) · LEASE, Service charges and building management reforms · Leasehold and Freehold Reform Act 2024 · Landlord and Tenant Act 1985, s.20 · Property Factors (Scotland) Act 2011
PropLinker handles service charges, GoCardless payments and accounting — built for UK RTM companies.