Who are you?
We are a managing agent acting on behalf of our clients who are typically freeholders or head lessors of various properties across the UK. We collect rent and deal with all administration on behalf of our clients and their tenants.
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I no longer live at the property for which you collect ground rent.
Please notify us of your new billing address using one of the following methods:
- In writing, for the attention of the Ground Rent department
- By phone, our switchboard number is 020 8371 2800
- By submitting an on-line form
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I sent you a letter but I have had no response so far.
If you have not heard back from us within a fortnight please telephone our team who will be able to advise you of the progress of your query or indeed advise you if your correspondence has not reached our office.
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I called your office within the last couple of days and was promised a call back but I have not received one yet.
Please could you telephone our team again and ask to speak with the staff member you originally spoke with for an update.
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I am blind/visually impaired and cannot read your letters.
We are able to email statements which can be useful if you have a voice activated account.
Our team will be happy to help you with any queries if you telephone our office.
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How can I be sure that you are entitled to a payment from me?
Our client's title to the property in question should be registered at the Land Registry unless the interest was purchased by our client very recently. If the interest was purchased recently you should have received a welcome letter from us explaining who we are and how to pay your ground rent. We will be happy to provide you with a copy if it has not reached you.
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I want to buy the freehold relating to my property or redeem a rent charge over my property?
Please call our sales team on 020 8371 2901 who will be happy to assist you. We offer a simple freehold purchase routine to include registration of your new title.
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Can you give me details of the owner of a property near my own?
We are unable to provide details of individuals we are in contact with due to the restrictions of the Data Protection Act. You should contact your own solicitor or Land Registry directly.
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Do you deal with Service Charges and Property Maintenance?
Houses:
In general, the Landlord has no responsibility for the maintenance of the property where houses are concerned. There may be exceptions where the Landlord is responsible and if you believe this is the case, then please get in contact with us and we will check the terms of your lease.
Flats:
We do not provide property management services. If you pay a service charge, you should contact whomever you are paying these monies to. If you are unsure, please contact us and we may be able to tell you who is managing the property but please note that we may not always have the managing agents details.
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How do I use your website to pay my account?
In order to pay online you will need to first register with your account reference number. To do this you will need to take the following steps:
1. On our website home page click on the right hand side where it says Not registered? | Click Here
2. Enter your account reference number (usually an 11-digit number) found on your bill.
3. Enter the name exactly as it is on the bill (including all titles and spaces and matching the spelling and case exactly).
4. Enter your email address twice (to prevent spelling mistakes).
5. Enter a password of your choice twice (to prevent spelling mistakes).
6. Click on Submit - An email with a link will be sent to your email address (to verify it is working).
7. Click on the link in the email, which will take you back to the login page and allow you to login with your account reference number and the password you set up in step 5.
8. You can then pay online by choosing Pay Current Balance under My Account.
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