Q: What should I do if there is a leak in my flat or the communal areas?

If the leak is an emergency (e.g. water pouring through a ceiling or flooding), call our out-of-hours emergency line immediately. Turn off your water supply at the stopcock if the leak is coming from within your flat — this is usually located under the kitchen sink or in the airing cupboard. Do not attempt electrical repairs yourself. If the leak is from a neighbouring flat, contact them directly if safe to do so, and notify us as soon as possible. We will arrange for a plumber and, where necessary, coordinate with your buildings insurer.

Q: There is a fire alarm sounding in the building — what do I do?

Treat every fire alarm as a real fire. Evacuate the building immediately using the nearest fire exit — do not use the lift. Proceed to the designated assembly point (shown on the fire action notices in communal areas). Call 999. Do not re-enter the building until the fire service confirms it is safe. Contact us after the incident so we can arrange an inspection and liaise with the fire safety contractor.

Q: The communal door entry system has stopped working — who do I contact?

Report this to us as soon as possible via phone or email. A faulty door entry system is treated as a priority repair as it affects building security. We will arrange for our contractor to attend, typically within 24–48 hours for urgent security-related faults.

Q: There has been a break-in or vandalism to the communal areas — what should I do?

Report the incident to the police first and obtain a crime reference number. Then contact us so we can arrange repairs and, if appropriate, notify the buildings insurer. Please do not disturb the scene before the police have attended.

Q: How do I report a maintenance issue in the communal areas?

You can report communal maintenance issues by contacting us by phone or email during office hours. Please describe the issue as clearly as possible and, if helpful, include a photograph. We will log the repair, assess the priority, and instruct our contractor accordingly. You will receive confirmation that your report has been received.

Q: Who is responsible for repairs inside my flat versus the communal areas?

As a leaseholder, you are generally responsible for the internal maintenance of your flat — including internal plumbing, decorations, flooring, and appliances. The building's managing agent (Abbeystone) is responsible for the structure of the building, the roof, external walls, communal areas, and shared services such as lifts and communal heating. Your lease will set out the exact division of responsibility — if you are unsure, contact us and we can advise.

Q: How long will it take for a repair to be carried out?

Response times depend on the urgency of the issue. Emergency repairs (e.g. structural damage, flooding, loss of power to communal areas) are attended to within 24 hours. Urgent repairs (e.g. broken communal door, lift failure) are typically addressed within 2–5 working days. Routine repairs are scheduled within 10–20 working days. We will keep you updated on progress.

Q: Can I carry out alterations to my flat?

Most leases require you to obtain written consent from the freeholder or managing agent before carrying out structural alterations, installing new flooring (particularly hard floors), or making changes that could affect the structure or services of the building. Contact us before starting any works to confirm whether consent is required and to submit a licence to alter application if needed. Carrying out unauthorised works can result in a breach of your lease.

Q: What does my service charge cover?

Your service charge covers the cost of managing and maintaining the building and communal areas. This typically includes buildings insurance, communal cleaning, gardening, lighting, lift maintenance, fire safety inspections, management fees, and contributions to the reserve (sinking) fund for future major works. A full breakdown is provided in the annual service charge budget, which is sent to all leaseholders at the start of each financial year.

Q: Why has my service charge increased this year?

Service charges reflect the actual cost of running the building. Increases can result from rising contractor costs, insurance premium increases, additional maintenance requirements, or planned contributions to the reserve fund. We prepare a detailed budget each year and are happy to explain any line items. If you have specific questions about the budget, please contact us.

Q: I am struggling to pay my service charge — what should I do?

Please contact us as soon as possible if you are experiencing financial difficulty. We understand that circumstances can change, and we would rather discuss a payment arrangement than allow arrears to escalate. Unpaid service charges can ultimately result in legal action and, in serious cases, forfeiture of the lease, so early communication is important.

Q: What is the reserve (sinking) fund and why do I contribute to it?

The reserve fund is a pot of money set aside to pay for major works in the future — such as roof replacement, external redecoration, or lift refurbishment. Contributing to it regularly means that when large works are needed, leaseholders are not faced with a sudden large one-off demand. The balance of the reserve fund is shown in the annual accounts.

Q: How do I renew or extend my lease?

If your lease has fewer than 80 years remaining, you should consider extending it as a matter of priority — below 80 years, the cost of extension increases significantly and mortgage lenders may refuse to lend. You have a statutory right to a lease extension of 90 years (for flats) under the Leasehold Reform, Housing and Urban Development Act 1993, provided you have owned the property for at least two years. The process involves serving a formal notice on the freeholder and negotiating a premium. We strongly recommend instructing a specialist leasehold solicitor and a RICS-qualified surveyor. Contact us and we can point you in the right direction.

Q: What is a Section 20 notice and what does it mean for me?

A Section 20 notice is a statutory consultation notice that must be served on all leaseholders before the landlord or managing agent can carry out qualifying works costing more than £250 per leaseholder, or enter into a qualifying long-term agreement. It gives leaseholders the right to nominate contractors and make observations. If you receive a Section 20 notice, read it carefully — you have 30 days to respond to the initial notice of intention. Contact us if you have any questions.

Q: What is the Right to Manage and how does it work?

The Right to Manage (RTM) allows qualifying leaseholders to take over the management of their building from the freeholder, without needing to prove mismanagement and without paying compensation. To qualify, at least 50% of qualifying leaseholders must participate and the building must meet certain criteria. Abbeystone has extensive experience guiding leaseholder groups through the RTM process. Visit our Right to Manage page or contact us for a free eligibility check.

Q: I have received a Notice to Remedy / breach of lease notice — what should I do?

Do not ignore it. A notice alleging breach of your lease is a serious matter and, if unresolved, can ultimately lead to forfeiture proceedings. Contact us immediately to discuss the nature of the alleged breach. In many cases, breaches can be remedied quickly. We would also recommend seeking independent legal advice from a solicitor experienced in leasehold law.

Q: My neighbour is causing noise or nuisance — what can I do?

In the first instance, we recommend speaking to your neighbour directly and calmly, if you feel comfortable doing so. If the issue persists, report it to us in writing with dates, times, and a description of the nuisance. We can write to the leaseholder concerned reminding them of their lease obligations. For serious or persistent noise nuisance, you can also contact your local council's environmental health team. In extreme cases, legal action through the lease may be possible.

Q: Can I sublet my flat?

Most leases permit subletting, but many require you to notify the freeholder or managing agent and obtain a formal consent or registration. There is usually a small fee for this. Subletting without consent where it is required is a breach of your lease. Please check your lease and contact us before subletting.

Q: Where can I park and what are the rules?

Parking arrangements vary by building. Your lease and the building's house rules will set out what parking is allocated to your flat and any restrictions on visitor parking. If you are unsure of the rules, contact us and we can provide a copy of the relevant documentation.

Q: I am selling my flat — what information does my solicitor need from you?

When selling a leasehold property, your solicitor will require a Leasehold Management Pack (also known as an LPE1 form) from us. This contains information about the service charge, ground rent, building insurance, any outstanding works, and the state of the reserve fund. Please ask your solicitor to request this from us directly. There is a fee for providing this pack, which is payable by the seller. Allow at least 10 working days for us to prepare it.