We usually only invoice leaseholders once a year in April. Here are some of the most frequently asked questions by leaseholders and the responses to those questions. Please take a look at this Leaseholder section, where you will find lots of helpful information and many of the answers to the questions raised by leaseholders throughout the year.
Do I have to pay it all by the end of April?
Yes it should be paid in full within 30 days of the invoice date. However, if you contact the Leasehold Team you can make an agreement to spread the cost over the rest of the financial year by Direct Debit. You will also be able to pay your Major Works invoice over a longer period but you need to contact the Leasehold Team to arrange and agree that.
Why have I received invoices to pay service charges – I own my property?
The Lease you own to occupy the property is a legal contract between you and the landlord (us) and in the Lease it explains your responsibilities to pay these charges, what the charges might be and how your contribution is set towards those costs.
What is my 19 digit payment number I need to pay via AllPay?
This is the number shown on your payment card relating to your service charge or major works account. It is referred to as the PRN. The Customer Hub can provide you with this number.
Will my Direct Debit continue?
Yes. If you currently have a DD set up for your annual service charges, your DD will be adjusted accordingly and you will receive notification of this from AllPay. If you have a new ‘Major Works’ invoice, you will need to set up an additional Direct Debit with the help of the Leasehold Team.
Does my Direct Debit include the Ground Rent?
If you already have a DD set up for your annual service charges, the ground rent charge should have been included in the monthly payment calculation.
Why have I had this Ground Rent Demand?
Legislation specifies on this demand being issued when due and in this format in Wales. If you already pay by Direct Debit, payment of the ground rent should have been included.
You don’t clean our block, so why am I being charged for block cleaning?
If ‘Block Cleaning/Inspection’ is on your invoice it is included in the schedule for the team delivering those services. If your block does not receive a scheduled clean it will receive a scheduled inspection to check the cleanliness of the block and to make a few safety checks in and around the block.
I haven’t reported any repairs, how do I know if anything was reported and repaired?
Repairs are reported via many sources e.g. tenants, leaseholders, leaseholder tenants, surveyors and other BA staff. Jobs are then raised and the repair is investigated and/or carried out. We don’t currently notify all tenants or leaseholders in the block of reported repairs or when the repair is carried out. You will find a description of all the repairs carried out in this period on the Schedule of Repairs included with your invoice.
Can I have a copy of the building insurance premium?
Just click on the ‘Building insurance’ button towards the bottom of the page.
How do I make an insurance claim?
Call the Zurich Claim Department on 0800 028 0336 or go to their claim portal by clicking here.
Why does my block have asbestos re-inspections every year?
If there are asbestos containing materials within our properties or communal areas that we manage, we are required by law to inspect annually to ensure it remains in good condition.
Why do I have to pay for an asbestos re-inspection every year?
It is a requirement of your lease to pay a contribution towards costs incurred by the Landlord (us) where they are required by legislation to carry out certain checks or activities.