5. Building Management

Estates Team

The Resident Service Manager will be based on the front desk during core hours and will be the first point of contact for all residents.  The resident service manager will be able to inform you of all the services that are offered at 12 Old Street, which will include any maintenance reports/liaising with contractors/mail/deliveries/laundry/maintenance issues/health and safety/monitoring building security and access/recycling and refuse/key holding/ etc.  You can also contact the residents service manager with any tenancy agreement queries and they will raise your query to the Letting's Manager at My Estate Agent.

Letting Manger - My Estate Agent

My Estate Agent are a specialist building and property management company and are responsible for your tenancy at 12 Old Street. You will hear from the Letting Manager when it is time to renew your tenancy or in the unlikely event that you fall in to rent arrears or seriously breach the terms of your tenancy agreement. 
  • Email - Lisa.Lee@myestateagent.com
  • Phone - 020 7016 3744
  • Mobile - 07972 200 111

Resident Service Manager

Your Resident Services Manager will be based at the front desk from 7:00am to 7:00pm and will be your first port of call for any requests or queries you may have relating to your property and amenities.  When your tenancy commences, he/ she will run you through both the facilities included with your flat and the offers available to you as a resident of 12 Old Street.
  • Email - residentservicesmanager@12oldstreet.com
  • Phone - 020 7734 0300
  • Mobile - 07487 513 667

On Site Engineer

For three days a week, a maintenance engineer will be based at the building in order to be able to promptly address any maintenance issues that may occur within your flat. In order to book a repair, please contact the Resident Services Manager who will liaise as necessary with the on site engineer. For urgent issues occurring on days where the engineer is not based at 12 Old Street, an alternative engineer will be called out to progress a speedy resolution.

Out of Hours Emergencies

Out of hours assistance is available and should be contacted by you directly from 7pm to 7am daily or 24 hours on public holidays. Please note, this service should only be contacted in the case of a real emergency that cannot wait until the next working day (i.e. Monday to Friday).  Examples include:
  • Material damage to a property as a result of water, fire and other hazards; and
  • The failure of central heating in winter where there is no separate hot water supply

For the avoidance of doubt, problems with domestic appliances (dishwashers, washing machines, etc.) are not considered to be an emergency and should be reported to your Resident Service Manager who will arrange a repair during working hours.

  • Out of Hours Emergency Phone - 0203 370 9000

Emergency Services

  • Emergency - 999
  • Non-Emergency - 101

  • Emergencies - 999 
  • Non-Emergency – 101

Fire Brigade 
  • (Emergency only) - 999


If you wish to make a complaint, please contact your Letting Manager on the email address noted above under Letting Manager. Please note, My Estate Agent full complaints handling procedure is available on request.