I am a leaseholder occupier. We have just done an RTM, time consuming but worth it. OM (mis)managed our property from day 1 over ten years ago. The mean time for estate manager was less than one year so there was no continuity of management and we never even met the last two EMs. OM had no interest in our building other than boosting the profit they could make out of us. Our new insurance premium with a European Top 20 ins co is less than 1/3 the really special rate that OM previously negotiated. The excess alone was equivalent to more than 10% of the service charge. Their other many fiddles are probably impossible to prove. Life is too short. Get rid of them and move on.