Homeowner FAQs

An estate charge relates to services shared across a wider area or multiple buildings, such as grounds maintenance, playgrounds, or communal open spaces.  

At the start of each  financial year , we estimate your service charges based on  previous  actual costs and  anticipated  changes (for example inflation or known works). These are an estimate and may change once actual costs are finalised.  

We have a legal duty to ensure service charges are reasonable. Costs are:  

• Independently audited each  year  

• Supported by invoices and financial  records  

• Only charged where they are  permitted  under your  lease  

If you believe a charge is not reasonable, you have the right to challenge it.  

Your lease will confirm your  financial year . Typically, this is either:  

• 1 April to 31 March, or  

• 1 January to 31 December   

Yes - you must pay any undisputed amounts while we investigate your query.   

If you raise a dispute:  

• We will investigate and respond (usually within 28 days)  

• We will adjust charges if an error is  identified  

• If you  remain  dissatisfied, you can escalate  externally  

The First Tier Tribunal (FTT) is an independent body that resolves disputes between leaseholders and landlords about service charges and other leasehold matters.   

You can apply to the Tribunal if:  

• You believe charges are  unreasonable  

• A dispute cannot be resolved with  us  

If works will cost you more than £250, we must consult you under  Section 20 of the Landlord and Tenant Act .  

This includes:  

• Notifying you  of the proposed works  

• Inviting your comments (minimum 30 days)  

• Allowing you to suggest  contractors  

• Sharing tender results and decisions  

In most cases, there is no upper limit on major works costs .    

However:  

• Right to Buy/Right to Acquire leases may have caps in early  years  

• These limits are based on your original purchase  documentation  

We appoint contractors through a fair and transparent process:  

• Competitive tendering for major works  

• Assessment of quality, experience, and financial standing  

• No conflicts of interest are  permitted  

If we do not select the lowest bid, we will explain why . 

This charge covers the removal of dumped or fly-tipped rubbish in communal areas (not your household waste collected by the council) .    

Where possible, we will recharge the person responsible. Otherwise, costs are shared in line with your lease.  

You must get permission before replacing windows.   

In most cases:  

• Changes require a formal variation to the  lease  

• All leaseholders in the block may need to  agree  

• Unauthorised changes may need to be reversed at your  cost

This depends on your lease:  

• Shared ownership properties: subletting is not  permitted  

• Other leases: subletting may be allowed with  conditions  

You must:  

• Notify  us  

• Inform your lender and  insurer  

• Provide a UK correspondence  address  

Short-term lets (e.g. Airbnb) are not allowed.   

Please contact us so we can put things right.   

If you are not satisfied with our response:  

• You can use our formal complaints  process  

• You can escalate to the  Housing Ombudsman Service  once we have completed our  process

What are my rights as a leaseholder?

As a leaseholder, you have a number of legal rights, including:

• The right to challenge service charges if you believe they are unreasonable or have not been charged correctly. 
• The right to be consulted on certain major works and long-term agreements that may affect the charges you pay. 
• The right to information, including access to relevant documents and details about service charges and building management. 
• The right to make a complaint if you are unhappy with the services we provide.

For more information about your rights as a leaseholder, you can seek independent advice from Citizens Advice or a legal professional.

How do I raise a concern or complaint about services, charges or building safety?

If you are unhappy with any aspect of our service, including service charges, repairs, building safety or the management of your home, please contact us in the first instance so we can investigate your concerns.

We are committed to investigating reports of damp, mould and other health and safety hazards promptly, taking appropriate action where required and keeping you informed throughout the process.

If you remain dissatisfied, you can use our complaints process and, where appropriate, seek independent advice or refer your complaint to the relevant ombudsman service.

We are committed to being transparent, fair and accountable in how we manage your building and charges.

Where can I get independent advice?

You can seek independent advice from:

• Citizens Advice 
• Age UK (where appropriate) 
• A solicitor or Law Centre (fees may apply) 
• The Leasehold Advisory Service (LEASE), which provides free and impartial advice to leaseholders