Leaseholders - council housing FAQs

• What should I do if I never see my caretaker and I'm not satisfied with the caretaking service?

  These are really two different issues, but they are often combined. 

  Although you may not often see your caretaker it does not necessarily mean that you are not receiving a service. You may be at work or somewhere else when the caretaker visits, or the caretaker may be on another part of the estate when you are at home.

  The service should be judged against the tasks to be carried out and the time available. Caretakers' schedules should be on display at your block or estate. They will show the day(s) and times that they will usually be working there. However, these times include travel, so caretakers will not be at your block for the full period shown on the schedule if they have to travel from another estate. Sometimes caretakers' schedules have to be altered at short notice to deal with day to day problems, such as staff shortages or emergencies on your own or another estate. 

  Leaseholders' charges are based on the caretakers' scheduled hours. 

• Can adaptations for disabilities be carried out to my property?

• I have a leak from the property above. Who should I inform and who will deal with the problem?

• Can I change the windows in my flat?

• I want to sell my flat. Where do I get information regarding the service charges and possible works?

• Do I need permission to sublet my property?

• How should I report dumped rubbish on my estate?

• How do I report graffiti?

• What payment methods are available to leaseholders?

• What if I can't pay my service charges?

• What is the difference between 'estimated' and 'actual' service charges?

• How are 'estimated' service charges calculated?

• How are final accounts calculated and why are they issued in September when the financial year ends on 31 March?

• What do I need to do when I receive the final accounts?

• What is a Section 20B Notice and what should I do if I receive one?

• Why should I have to pay a final accounts adjustment for a period when I was not the leaseholder?

• What does 'estate services' include and how is it calculated?

• Why am I charged a 'management fee' and what does it cover?

• Why am I charged for abandoned vehicles, graffiti removal and pest control if these services were not carried out to my block?

• Why should I pay for graffiti removal if the council say they will remove it for free?

• Why should I have to pay towards a stairwell or lift if I live on the ground floor and do not use them?

• What should I do if I am not happy with the cleaning or gardening service?

• Why is my service charge different to that of my neighbour when we live in the same block?

• How can I get a statement of my service charge account?

• I am getting behind with my service charge payments. What will Ealing Council do?

• If my service charge account is in credit, can I have a refund?

• What is covered by the building insurance?

• Am I subsidising other leaseholders by paying more building insurance for a similar sized property?

• Why do I have to pay for a building insurance certificate?

• How is the sum insured determined?

• Why is vandalism not covered?

• Why have I been sent a consultation notice?

• Will I be required to pay for the works?

• Isn't the cost of this work covered by my service charges?

• How does Ealing Council decide what work needs to be carried out?

• How is my estimate for major works calculated?

• Are there any limitations?

• Can I opt out of having major works done?

• When will I be billed for the work?

• How does Ealing Council expect me to pay this invoice?

• Can I nominate a contractor to do this work?

• The proposed works include windows. What happens if I have already changed the windows to my property?

• Will my front entrance door be replaced?

• How will Ealing Council ensure that work is carried out to a high standard?

• How do I know the way work has been procured represents best value for leaseholders?

• Will the work be guaranteed?

• Can I obtain a copy of guarantees for work carried out to my block/estate?

• If work starts and I am not happy with how things are progressing, what should I do?

• What is the 'contingency sum' for?

• What is covered by 'preliminaries'?

• What is the administration charge for?

• What is the professional fee for?

• Can I apply to purchase the freehold?

• How can I find out more or make observations?

• How can I find out more about my rights as a leaseholder?

Categories

• Service charges
• Insurance

• Major works