Q+A
Who do I contact for repairs?
- Inside your flat: You are responsible for arranging your own contractor (unless it is part of your warranty defect period in which case please contact the developer).
- Communal areas (hallways, lifts, roof, external walls, car park, etc.): Please report this to the Managing Agent.
- In an emergency (e.g. major water leak affecting multiple flats), contact us immediately.
What is the difference between building insurance and contents insurance?
- The Managing Agent arranges buildings insurance (structure of the building).
Residents are responsible for arranging their own contents insurance to cover personal belongings, flooring, and internal improvements.
Why do I pay a service charge?
Service charges cover the cost of maintaining and managing the building, including:
- Cleaning of communal areas
- Lift maintenance
- Gardening / grounds maintenance
- Buildings insurance
- Repairs to structure and communal parts
- Managing agent fees
- Health & safety compliance
Can you fix my washing machine / boiler / light bulbs?
No, internal appliances and fittings inside your flat are normally your responsibility unless your lease states otherwise.
There is a leak in my flat, who is responsible?
- If it is from your own pipework/appliance: you are responsible.
- If it is coming from another flat: the owner of that flat is responsible.
- If it is from the roof, communal pipe stack, or structure: the building may be responsible.
Please report leaks immediately so we can help identify the source.
How do I get a copy of the building insurance policy?
You can request a copy from us or find it on our Portal. A summary is usually provided annually with service charge documentation.
I’ve lost my fob/key, what do I do?
Contact us to order a replacement. Charges usually apply.
Can I make alterations to my flat?
Most leases require written consent (Licence to Alter) before:
- Removing walls
- Changing flooring to hard surfaces
- Altering plumbing/electrics
- Replacing windows
Always check with us before starting works.
Why are there contractors on site?
Contractors may be carrying out:
- Routine maintenance
- Health & safety checks
- Fire alarm servicing
- Lift servicing
- Repairs
We aim to give notice where possible.
I’m a tenant, can I contact you directly?
Yes, for communal issues.
However, for matters relating to your tenancy agreement, rent, or internal repairs, you must contact your landlord or letting agent.
How do I complain about noise from a neighbour?
- Try speaking to your neighbour first (if safe to do so).
- Report persistent issues to the local council’s Environmental Health team.
- If it is a breach of lease (e.g., flooring rules), notify us in writing.
Can I install CCTV, a Ring doorbell, or a satellite dish?
Permission is usually required for anything affecting:
- External walls
- Communal areas
- Building structure
Please contact us before installation.
Why has my service charge increased?
Costs may increase due to:
- Rising contractor costs
- Insurance premium increases
- Major works
- Inflation
- Utility price increases
An annual budget breakdown is provided for transparency.
What are “major works”?
These are large-scale works such as:
- Roof replacement
- External redecorations
- Lift replacement
- Structural repairs
Leaseholders are consulted under Section 20 legislation (where applicable).
Who is responsible for balconies and windows?
- Please refer to your lease.
What do I do if I smell gas?
Call the National Gas Emergency Service immediately on 0800 111 999, then notify us if the issue may affect communal systems.
Where can I find my lease?
You can obtain a copy from:
- Your solicitor (if recently purchased)
- HM Land Registry
- Your landlord (if you are a tenant)
Can I add screening to my balcony?
- Not this is not permitted as per your lease.