When Sparrow isn’t your building manager
If your building is looked after by a third party—like a managing agent or freeholder—this page is here to help you understand how things work and what support you can expect from us.
So, what is third-party management?
It means Sparrow doesn’t own and manage the building you live in. Instead, we hold a lease (called a ‘Head Lease’) and your home is part of that arrangement. The building itself is owned and managed by someone else - usually a managing agent appointed by the freeholder or a management company.
• 3–41 Atherstone Heights, Salomons Grove, Tunbridge Wells, Kent
• Flats 3–4, 6–8 & 13–16 Greenfinch House, 20 Mayow Road, Sydenham, Greater London
• Hythe Lodge, 157 Boyn Valley Road, Maidenhead, Berkshire
• 12–16 (Even) Devonshire Close, Grays, Essex
• 44–50 (Even) Devonshire Close, Grays, Essex
• Flats 1–9, 25–29 Fassett Road, Kingston Upon Thames, Surrey
• Hansell Gardens, Hendley Road, Hertfordshire
• 1–2 Hedley Walk, Church Street, Kent
• Percival House, Kellet Street, Uxbridge, Greater London
• 16 Prospect Place, Fairfax Drive, Westcliff-on-Sea, Essex
• 1–11 Stephenson House, 35 Belgrave Road, Tunbridge Wells
• 17, 19, 20, 33 Sterling Square, Broad Lane, Bracknell, Berkshire
• 1–5 Bell Mead Heights
What we can do
Even though we don’t own and manage the building, we’re still here for you. We’ll:
We'll make sure your charges are fair and reasonable. If we think they’re not, we’ll challenge them.
We'll ask for safety information from the building manager—like fire risk assessments or inspection reports—where we’re allowed to.
We'll raise concerns if we spot serious safety issues or if you tell us something’s wrong. We’ll escalate it to the right people and keep pushing until it’s resolved.
If you’re unhappy with the building manager, we’ll help you escalate the issue through their complaints process or to a governing body.
What we can't do
Because Sparrow isn’t the freeholder, there are limits to what we can do.
We can’t arrange repairs or maintenance in communal areas, and we rely on the building manager to share certain documents—like inspection reports or safety assessments.
While we can’t demand these or carry out the work ourselves, we’ll always act within the legal structure we’re part of. If something’s not right, we’ll raise it, follow up, and hold the manager to account.
Need help?
If you’re unsure about who’s responsible for something in your building, or you’ve spotted an issue and need support, we’re here to help. Just get in touch with our team and we’ll guide you through what we can do, what your options are, and how we’ll follow up.