Frequently asked questions
Below is a quick reference guide to some of the more commonly asked questions regarding leasehold properties:
How can I report and / or chase a repair?
By ringing the freephone number 0800 074 0263 and selecting the appropriate option.
How can I make a payment?
To pay ground rent, service charges and major works invoices, open the payment page, then select 'housing and garage rents' and have your 10 digit reference number to hand. Alternatively, you can also ring 0300 300 8030 and select option 5.
When can I expect my next bill?
Bills are raised quarterly, in advance, so you should receive them in March, June, September and December.
Why have I received five bills this year when I have previously only received four?
Following a review conducted on the leasehold service, with a view to easing understanding, it was decided that supplementary bills (or the "fifth bill") would be raised for any shortfall from the previous year, from 2013/14 onwards. Previously, this shortfall was added to the October and January quarters of the year.
What is a Section 20 Notice?
A Section 20 Notice (S20) is a notice to tell you that we intend to carry out work or provide a service that leaseholders will have to pay towards. We must serve a S20 on any leaseholder who will be affected where the cost of the works will be more than £250.00 per leaseholder, or £100.00 if it is a long-term contract (over 12 months).
The S20 will include information about what we plan to do and how much it is estimated to cost. It will give you the opportunity to take part in the consultation process and comment on what is being planned.
We may need to carry out day-to-day repairs covered under a long-term agreement with a contractor. We will have consulted you about the original agreement, but we must consult you again if we are going to do work under a long-term agreement. You will be able to comment on the planned work, but you will not be able to nominate a contractor because we will have already chosen one. We must advise you of the work we are planning to carry out, describe why the work is needed; and give you the estimated costs. You will be given a minimum of 30 days in which to make any comments.
Can I extend my lease?
It is possible to extend your lease, but your initial enquiry should be made to our solicitors via your own solicitors.
What is the ‘management fee’ portion of my service charge?
The management fee is a calculation of officer time and administration spent working on leasehold issues. This will include the Home Ownership Officers Leasehold Officer, Surveyors, Maintenance Inspectors, Neighbourhood Estate Officers etc.
Water has leaked into my flat from the flat above and caused damage to my property. What can I do?
If the leak is from a communal or shared pipe, or from the flat of a CBC tenant, it will be CBC’s responsibility to rectify the fault but you must contact your insurers to register a claim for any damages. If the leak is from something solely servicing the flat above and they are also leaseholders, it is their responsibility to correct the fault and you must contact your insurers to register a claim for damages.
Advice for leaseholders
To find out more about your rights as a leaseholder please visit the Leasehold Advisory Service.