Leaseholders' guide – what you need to know - Service standards for leasehold services

Our service standards for leaseholders

We’re committed to providing a high-quality service and working closely with you.

General enquiries

• emails or letters: We aim to reply within 10 working days
• phone calls: We’ll answer as quickly as possible and aim to return messages within 10 working days.

Complex enquiries

• if your enquiry is more complicated, we may need more time
• we’ll send you an update within 10 working days and aim to give a full response within 4 weeks.

Legal enquiries

• ownership changes: processed within 10 working days
• solicitor enquiries: handled within 21 working days.

Service charges

• we follow legal timelines to prepare service charge statements
• you’ll usually get your statement by the end of September, as we need time to gather all the costs after the financial year ends.

Consultation

We’ll always aim to consult with leaseholders before starting any major works on your building, block, or estate. However, if the work is urgent and there isn’t enough time to carry out the consultation process, we may proceed without informing you first.

In such cases, we will either:

• Apply to the First-tier Tribunal for a dispensation, which allows us to recharge the cost of the work without having consulted you, or
• Limit your contribution to the cost of the work to a maximum of £250.

Find out more about the consultation process

Stay updated

Please keep your contact details (address, email, phone number) up to date so we can reach you when needed.