How can I obtain a copy of my lease?
A copy of your lease can be obtained from your Customer Advisoror through the Land Registry. Please note that an administration fee may be charged for providing a copy of the lease.
How do I make a complaint?
We are always keen to know as soon as you experience a problem with our service. If you are unhappy with our service, you should tell us.
You can make a complaint by telephone or letter, in person, via email or via our website. For a copy of our “Making a Complaint” booklet, please contact our Customer Service Centre on 0800 0322 433.
What if I am still not happy?
You have the right to take your case to a Leasehold Valuation Tribunal (LVT). The LVT provides an accessible and informal way to resolve residential leasehold disputes. The LVT can:
- Determine how reasonable a service charge or an administration charge is and whether it is payable
- Help resolve disputes relating to insurance
- Make orders, where appropriate, appointing a manager
- Vary long leases
- Make certain decisions relating to the right to manage
You can contact the LVT at 10 Alfred Place, London, WC1E 7LR or by phone on
0207 4467 700.
Where else can I get advice?
Citizens Advice Bureau
You can contact your local Citizens Advice Bureau, a law centre or a solicitor for advice.
LEASE
LEASE provides free advice and guidance to leaseholders and landlords on all aspects of leasehold law. You can contact LEASE by phone on 0207 3745 380 or visiting their website at www.lease-advice.org.
What happens if I intend to sell my flat/maisonette?
Your solicitor will request information from RHP about the property and service charges and future and ongoing major works. You will need to pay for the provision of this information.
I want to let my property – what do I have to do?
If you want to sub-let your property, you should write to your Customer Advisorto let them know. You should also give us your mailing address and contact telephone number so that we can continue to send your bills to you and serve any relevant notices. It is also important for us to have contact details in case we need emergency access at any time.
If you have a mortgage, you should also tell your mortgage company.
You will be responsible if your tenant breaks any of the leasehold conditions and we will take action if your tenant breaks them, causes a nuisance or is responsible for any anti-social behaviour.
Can I have a dog or cat in my flat?
You can apply for consent to keep a dog only if you have direct access to a private garden. Consent will be given to keep a cat on the condition that it does not cause a nuisance e.g. fouling in communal areas.
Can I have a satellite dish or a communal aerial installed?
Under the terms of your lease you are not permitted to have a satellite dish fitted to the exterior of your home. Many of our estates have communal dishes or aerials which you will be able to connect to. Where there isn’t a current communal system we can provide you with information about the options of having one installed.
I want to fit a new kitchen/bathroom/central heating system in my flat – is that okay?
Yes. We can usually give you consent to fit a new kitchen/bathroom/central heating system subject to a few standard conditions. Just apply in writing to your Customer Advisorgiving details of the works you want to carry out and they will give you written consent.
Will you be carrying out a gas safety check for me?
No. All gas appliances within your property are your responsibility under the terms of the lease, so we do not carry out a gas safety check in your home. You should always use a Gas Safe registered tradesperson to carry out any gas checks or works in your home, and your appliances should be checked at least once a year.
How can I influence the range or management of services that RHP offers me?
Your feedback helps us to improve and change the services we provide. You can give feedback in a number of ways including our email reference panel, focus groups and surveys. You may also want to get involved in governance either through a local residents association, area panel, or the Board. To find out more about influencing services at RHP, please contact your Customer Advisoron 0800 0322 433 or visit the "Ways to get involved that suit you" page .
Can I obtain an extension to my lease?
Residential leaseholders who have owned a long lease (over 21 years) for at least two years can apply to us to
extend their lease by 90 years. This is added to the remaining term of their existing lease, rent free.
The formal process begins when you serve a legal notice on RHP. Please see below for our areas of responsibility as
well as yours. Please note you will need to cover our professional fees whether you complete or not, and these are
currently in the region of £600+ VAT for solicitor fees plus £600+ VAT for valuation fees.
What we can do
• Provide information about the process but advice must come from a legal professional
• Send you or email you a copy of the Leasehold Advisory Service (LEASE) booklet ‘Lease Extension – Getting Started’
What we don’t do
• Act for you in the proceedings – this must be a legal representative
• Carry out the initial valuation for the lease extension or provide an estimate
• Pay the legal or valuation fees – these are paid by you
What you can do
• Arrange your finance
• Appoint an agent to value plus solicitor to act for you
• Get independent advice about the process – see below
For more information please contact:
LEASE, 31 Worship Street, London EC2A 2DX
Tel: 0845 345 1993 or 020 7374 5380
Website: www.lease-advice.org