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Talking to our Leaseholders
We talked to our Leaseholders about our Leasehold Charges Policy - asking for their honest feedback and views.
Here's what was said
Your say
You told us the policy focuses too much on leaseholder responsibilities and does not clearly set out leaseholder rights.
Our response
The policy includes the key legislative rights and responsibilities affecting both the landlord and leaseholder. It already outlines a range of leaseholder rights, including:
- Access to service charge information and accounts within set timescales
- The right to good standards of repair in the building
- Benefit from buildings insurance
- Rights to manage, enfranchise, and extend the lease
- Statutory consultation rights
- The ability to sublet (where permitted)
- Opportunities to be involved in decision-making
- The right to raise complaints when things go wrong
Additional rights may vary depending on individual leases, such as parking or pet ownership.
We welcome feedback on any specific leaseholder rights you believe should be added to the policy
Your say
Concerns were raised about administration fees.
Our response
We consulted with the leasehold forum in 2024 regarding admin fees. Following this, a full list of fees was published on our website and has now been incorporated into the policy. This ensures greater transparency and consistency.
Your say
You told us that arrears action should not be taken where charges are in dispute.
Our response
We always work with leaseholders to resolve disputes. Guidance is provided in the leaseholder handbook, which explains that if you are not satisfied with our decision, you have the right to challenge charges through the First Tier Tribunal. Any decision made by the tribunal is binding on both parties.
Your say
You asked for clearer information about the benefits of being a leaseholder and how service charges are used.
Our response
As a leaseholder, you can take part in a range of focus groups and engagement opportunities.
We employ qualified and well-trained staff to manage buildings in line with building and fire safety legislation, ensuring homes are safe and well maintained.
We are committed to keeping service charges fair and transparent. We do not make a profit from service charges and only recover the actual cost of services and their management.
Your say
You asked for clearer information about what sinking funds can be used for.
Our response
Sinking fund contributions are calculated based on the expected lifecycle and replacement costs of key building components. However, these funds are not ringfenced solely for those items and may be used for all necessary works within the block.
For example, funds may be used for unexpected but essential repairs such as drainage issues, even where full replacement was not anticipated.
We also recognise that leases differ between properties. If you are unsure about responsibilities within your building, you may wish to seek independent legal advice.
Your say
You told us it can be difficult to access detailed information about individual buildings.
Our response
When a leasehold property is sold, we provide a management pack with detailed information about the building to the acting solicitors. During the sales process, further enquiries can also be raised and answered.
If you have specific questions about your building, please contact us and we will do our best to provide the relevant information.
Your say
You told us that communication is poor and meetings are infrequent.
Our response
We recognise that communication is not always perfect. While meetings are one way of engaging with customers, we also use a range of other communication methods that may be more convenient and cost-effective.
We must balance the cost of organising meetings with the value they provide. We continue to improve communication by learning from complaints and feedback, and we welcome ongoing input from residents to help shape our services.