FAQs

Frequently Asked Questions
+What is Ground Rent?

Ground rent is the rent payable to the Landlord (Freeholder) by the long leaseholder (Tenant) of a property, as required under a lease.

+What is a Lease?

A lease is a legal document which allows the tenant to occupy a property for a set period. It contains the contractual terms which the landlord and tenant must adhere to. Your lease may have covenants or restrictions such as the need to apply for consent to make alterations to your apartment or whether you can sublet. It will also say what you need to do if you sell your apartment.

It is essential to be familiar and understand the terms of your Lease because this sets out your rights and obligations.

+Who is a Leaseholder?

A Leaseholder is someone who owns a property on a Lease. A Leaseholder buys the right to own the property for a set number of years as stated in the Lease. A Leaseholder is also called a tenant, but this should not be confused with short term agreements.

+Who is a Landlord?

The Landlord owns the Freehold or superior interest in the property. You will own your flat or apartment on a lease, but the freeholder will own the property outright. Freeholders are usually responsible for the repair and maintenance of the exterior and common parts of the building.

+Who arranges the maintenance of my Building?

Responsibility for the maintenance of your building will be detailed in your lease, and will depend on whether you have a two-party lease or a triparty lease.

If you have a two-party lease, the landlord is responsible for the maintenance of the communal parts of the building such as external redecoration, cleaning the communal areas and maintaining the lift. Residents Quarter will have appointed a service charge managing agent who will arrange the planned and reactive maintenance on behalf of the Landlord. The costs of the maintenance are payable by leaseholders via the Service Charge.

If you have a triparty lease, the responsibility for maintenance will fall to the Management Company named in your lease. The Management Company will usually appoint a service charge managing agent of their own who will look after the maintenance and carry out all the Management Company’s obligations on their behalf. Again, the costs will be paid for by leaseholders via the Service Charge.

+Is Residents Quarter the Service Charge Managing Agent?

No. Residents Quarter are responsible for appointing a suitably qualified service charge managing agent based in your local area, on behalf of your landlord. If you do not know who your service charge managing agent is, please contact our office and we will let you know.

+What is a Service Charge?

Service charges are entirely separate from your Ground Rent and are dealt with by the managing agent of your building.

Service charges are payable by the leaseholder to the landlord for the services the landlord is obliged to provide under the terms of the lease. They will be a variable amount from year to year depending on the costs the landlord incurs.

+When is my Ground Rent due?

The Ground Rent is due at the dates specified in your Lease.

+How often do I have to pay Ground Rent?

The date of when Ground Rent payments are due are outlined in your Lease.

+What happens if I don’t pay my Ground Rent?

We strongly suggest that you take independent legal advice. Non-payment can lead to forfeiture of your Lease and repossession of your property.

+Can I set up a direct debit?

No, we do not have the facility to accept direct debit payments. Instead you can request a standing order mandate or set up a regular online payment through your Bank account.

+Can I set up a standing order?

Yes, you can pay your ground rent by standing order, but you must pay the full amount due in accordance with your Lease. For help setting up a standing order, please contact enquiries@residentsquarter.co.uk.

+Can I pay in instalments?

We are unable to accept payment of an outstanding balance by instalments. Ground rent is payable in full on or before the due dates set in your Lease, which is the legally binding contract you entered into when you purchased your property.

+Can you send my invoices by email?

Yes. If you would like to receive correspondence and invoices by email, please contact us at enquiries@residentsquarter.co.uk.

+Why have I never received any letters from Residents Quarter?

We send all correspondence to the address provided. Legally it is the Leaseholder’s responsibility to ensure that the correspondence details that we have on record are kept up to date. If you do not advise us of any changes, this may result in a delay in invoices being received by yourself and further costs being incurred.

Sections 166(5) and 166(6) of the Commonhold and Leasehold Reform Act 2002 requires us to address all correspondence to the Leaseholder at the property unless the Leaseholder has notified the Landlord in writing of a different address in England and Wales at which he wishes to be given notices including payment demands.

We regret that unless you have advised us in writing of a change of address, all ground rent notices will be served on Leaseholders at the address of the property. This will mean that our ground rent notices have been served in accordance with the statutory requirements and any fees which may be incurred for late payment will be properly due and payable.

+How do I obtain a copy of my Lease?

Leases are prepared in duplicate. One is held by the Leaseholder and one is held by the Landlord. If you do not have a copy of your Lease, we can provide an electronic copy by email upon payment of our charges of £25 + VAT.

+I’ve sold my property. Why are you still writing to me?

The transfer of Leaseholder details can often be a lengthy and complex process. The solicitors acting in the sale are required to serve legal notice to us within 4 weeks of the transfer. We may not have received this notice, and we cannot update our records without it.

+I’ve recently purchased a property but the bill you sent me relates to a period before I was the owner?

Your solicitor should have confirmed that all arrears were paid in full before you completed on your purchase. We would advise you to contact your solicitor if you are being asked to pay arrears relating to a period before you purchased the property.

+I live at the property but I am not the owner?

We can write to you at any correspondence address you wish but for us to update this all address changes are required in writing. Please email us at enquiries@residentsquarter.co.uk telling us your tenant reference number and your new correspondence address.

If you don’t already receive correspondence from us by email, please tell us if you would like to go paperless and receive all correspondence electronically in future.

+Why have I incurred a Late Payment Charge?

Payment has not been made in accordance with the terms of your Lease. Both the Invoice and Reminder letter forewarn of this charge being added to your account should payment not be made.

+How is the building sum insured decided?

The sum insured is the amount of money for which your block is covered. It is the most that insurers will pay under any circumstances. The Landlord must calculate an adequate sum insured to avoid claim payments being reduced because of under insurance.

In order to ensure that your building is insured for the correct amount, the Landlord arranges a building insurance valuation, also known as a reinstatement cost assessment every three years.

A copy of the most recent reinstatement cost assessment is available via the Tenant Portal.

+What if I wish to make a complaint?

Residents Quarter is committed to providing a high quality service to all of our customers. However we acknowledge that on occasion’s things can go wrong. When something does go wrong, we need you to tell us about it. This will help us improve our service. Please click here for the Residents Quarter Complaints Procedure