Were you outside the 12 months when you first reported the problem? Can you claim on the block policy perhaps? Have you shown a copy of the independent report to the management agent? Apologies if you are clear on the difference, but has the management company directors been made aware of the problem? If not, the agent may not be acting on their explicit advice. You can find out who your directors are from the CRO if the management agent is not forthcoming. Sorry about all the questions!