FAQ
Find answers to the most common questions about our services, policies, and more. If you can't find what you're looking for, feel free to contact us.
Service Charges & Payments
Q1.1: Will all residents pay the same service charges?
A1.1: Service charges are allocated in accordance with the terms set out in the lease or legal documentation for the development. Contributions may vary depending on property type, size, or agreed apportionment.
Q1.2: When will I be advised that a service charge is due?
A1.2: Service charge demands are issued in line with the agreed billing schedule for the development. You will be notified in advance with clear payment deadlines.
Q1.3: What payment methods are available for service charges?
A1.3: We offer several payment options to make settling service charges straightforward. Full details are provided with each demand.
Q1.4: How can I see how my service charge is being used?
A1.4: A detailed breakdown of expenditure is provided through financial statements and annual accounts, ensuring transparency in how funds are managed.
Q1.5: What does an “anticipated service charge demand” mean?
A1.5: This is an estimate issued at the start of a financial period, based on projected costs. It allows essential services to be funded before actual expenditure is finalised.
Q1.6: Am I required to pay ground rent?
A1.6: Where applicable, ground rent payments are a requirement of the lease. We will clearly advise if ground rent applies to your property and how it should be paid.
Leaseholder Responsibilities & Communication
Q2.1: What responsibilities do I have as a leaseholder?
A2.1: Leaseholders are expected to comply with the terms of their lease, including payment obligations, property upkeep responsibilities, and adherence to any estate rules.
Q2.2: Can I attend and vote at the Annual General Meeting?
A2.2: Eligible leaseholders are invited to attend AGMs and may have voting rights, depending on the structure of the development and lease provisions.
Q2.3: What should I do if my contact details change?
A2.3: Please notify us as soon as possible if your contact details change to ensure you continue to receive important correspondence.
Q2.4: How will communications be sent to me?
A2.4: Correspondence may be issued by post, email, or through other agreed channels, depending on your preferences and statutory requirements.
Maintenance, Repairs & Insurance
Q3.1: What if I need to report a maintenance issue?
A3.1: Maintenance issues should be reported to our management team as soon as possible so they can be logged, assessed, and addressed promptly.
Q3.2: How are insurance matters handled?
A3.2: Buildings insurance is arranged in accordance with the lease and legal requirements. Policy details and cover summaries are available upon request.
Q3.3: What should I do if there is a water leak?
A3.3:Leaks should be reported immediately. We will advise on the appropriate next steps, including emergency action where necessary.
Legal Processes & Complaints
Q4.1: What is a Section 20 consultation?
A4.1: A Section 20 consultation is a statutory process required for certain major works or long-term contracts, giving leaseholders the opportunity to be informed and provide observations.
Q4.2: What is a “Qualifying Long-Term Agreement”?
A4.2: This refers to a contract lasting more than 12 months for services or works where costs are recoverable through the service charge.
Q4.3: How do I raise a concern or make a formal complaint?
A4.3: We operate a clear and structured complaints procedure. Details are available on request, and all concerns are handled fairly and professionally.