Useful Information

FAQ

To communicate with you effectively, it is vitally important that we have the correct contact details for you.

If you change your postal address, email address or telephone number, please let us know as soon as possible by downloading and completing the Change Of Contact Details form.

You can return your form in two ways:
By email to: finance@ceprop.co.uk

By post:
Finance
Castle Eden Property Management Ltd
The Rectory
Castle Carrock
Brampton
Cumbria
CA8 9LZ
In the interest of all leaseholders we ask that all service charge invoices are paid promptly.

Payments in respect of Service Charge Expenditure are due to be paid on the dates specified in your lease. It is important that payments are made promptly otherwise there simply will not be the funds to pay for necessary expenses to maintain your estate.

We must remind you that we are collecting monies due to the Service Charge Account of your property and as the Agent for the Trustees of that account, it is our duty to ensure that all contributions are collected in full and in a timely manner. All service charge monies relating to your property are paid into a dedicated bank account specific to your estate. If there is not enough money in the account we will be unable to pay bills relating to your property.

If any payments are late we will send you an overdue statement. If payment is still not received, we will send you a formal reminder, which will incur an administration fee. Late payment of service charges is unfair on the vast majority of other leaseholders who do pay on time their service charge on time.

If we receive no response to our reminder we will have no alternative but to place the debt with our solicitors for collection and seek to recover not only the outstanding sums but also interest and legal costs.

If you have a query of feel you are going to have difficulties making a payment on time, please contact us as soon as possible so that we can discuss the best course of action with you.

If mail that we have sent to you is returned to sender we will take a number of steps to contact you:

1. We will check our records to see if we have an email address, telephone number or mobile number for you. If we do we will use these to try and contact you and get an up to date postal address.
2. If we are unable to contact you through one of these methods we will conduct a Land Registry search on your property to find out if an alternative address is listed and obtain detail of your mortgage lender. A charge of £50 will be added to your account as a result.
3. We will write to your mortgage lender to inform them that we do not hold current correspondence details for you and ask them to write to you so that you may contact us.
4. If we remain unable to contact you and your account is in arrears we will have no option but to attempt to recover the debt and will place your account with our solicitors. You will be liable for any further costs incurred.
What is leasehold?
Leasehold ownership of a flat is simply a long tenancy, the right to occupation and use of the flat for a long period – the ‘term’ of the lease. This will usually be for 99 or 125 years and the flat can be bought and sold during that term.

The leasehold ownership of a flat usually relates to everything within the four walls of the flat, including floorboards and plaster to walls and ceiling, but does not usually include the external or structural walls. A garden can be included, unless it is a communal garden for the building.

The structure and common parts of the building and the land it stands on are owned by the freeholder, also known as the landlord, who is normally responsible for the maintenance and repair of the building. If so, any costs incurred are recoverable from the leaseholders through service charges.

The landlord can be a person or a company. Leaseholders can also own the freehold of a building through a residents’ management company, effectively becoming their own landlord. Furthermore, under right to manage, the lessees may not own the freehold but are able to manage the building as if they were the landlord.

What is a lease?
A lease is a contract between the leaseholder and the landlord giving conditional ownership for a fixed period of time. It is an important document and leaseholders must ensure that they have a copy and that they understand it.

The lease sets out the contractual obligations of the two parties: what the leaseholder has contracted to do and what the landlord is bound to do. The leaseholder’s obligations will include payment of the ground rent (if any) and contribution to the costs of maintaining, insuring and managing the building. The landlord will usually be required to manage and maintain the structure, exterior and common areas of the property, to collect service charges from all the leaseholders, insure the building and keep the accounts.

What are the leaseholders rights?
First and foremost, the right of “quiet enjoyment” of the flat for the term of the lease. In addition, the leaseholder has the right to expect the landlord to maintain and repair the building and manage the common parts – that is, the parts of the building or grounds not specifically granted to the leaseholder in the lease but to which there are rights of access, for example, the entrance hall and staircases.

What are the leaseholders responsibilities?
Principally, these will be the requirements to keep the inside of the flat in good order, to pay (on time) a share of the costs of maintaining and running the building, to behave in a neighbourly manner and not to do certain things without the landlord’s consent, for example, make alterations or sublet.

What is ground rent?
Because leasehold is a tenancy, it is subject to the payment of a rent (which may be nominal) to the landlord. Ground rent is a specific requirement of the lease and must be paid on the due date, subject to the issue of a formal and specific demand by the landlord.

What are service charges?
Service charges are payments by the leaseholder to the landlord for all the services the landlord provides. These will include maintenance and repairs, insurance of the building and in some cases provision of lifts, lighting and cleaning of common areas etc. Usually the charges will also include the costs of management, either by the landlord or by a professional managing agent.

Service charges will vary from year to year; they can go up or down without any limit other than that they are reasonable. Details of what can (and cannot be charged) by the landlord and the proportion of the charge to be paid by the individual leaseholder will all be set out in the lease.

What are reserve funds?
Many leases provide for the landlord to collect sums in advance to create a reserve or ‘sinking’ fund to ensure that sufficient money is available for future major works, such as external decorations or lift replacement. Contributions to the reserve fund are not repayable when the flat is sold. If there is insufficient money in the reserve fund to deal with major works the cost will be shared between owners in the proportions set out in the individual leases.

How is the building insured?
The lease will normally require the landlord to take out adequate insurance for the building and the common parts, and will give him the right to recover the cost of the premium through the service charges. This policy will not normally cover the possessions of individual leaseholders.

What happens if the leaseholder doesn’t pay?
It is the leaseholder’s obligation to pay the service charges and ground rent promptly under the terms of the lease.

If they are not paid when properly due and reasonable then the Landlord may seek a county court judgment for payment, which can affect a leaseholder’s ability to obtain credit. If payment is still not made that Landlord can begin forfeiture proceedings by serving a formal notice of breach on the leaseholder. If forfeiture is approved by a court, this can lead to the landlord repossessing the flat.

What is a managing agent?
It is possible for the landlord or the residents’ management company to carry out the management of the property direct; alternatively, a managing agent will be appointed to manage and maintain the building on behalf of the landlord, in accordance with the terms of the lease, current relevant legislation and codes of practice.

The agent takes instruction from the landlord, not the leaseholders, but should constantly be aware of the leaseholders’ wishes and requirements. The agent will receive a fee for day to day management which will usually be paid by leaseholders as part of the service charges. It is good and common practice is for it to be a fixed fee per annum. Where major works, or other works that were not anticipated, are involved, the agent will charge an additional fee, based on the time taken or a percentage of the total cost of such works.

Where can I get further advice?
Further advice and information is available from a number of sources including:
LEASE – The Leasehold Advisory Service www.lease-advice.org
ARMA – The Association of Residential Managing Agents. www.arma.org.uk
The Property Ombudsman www.tpos.co.uk
Landlord and Tenant Act 1987 www.legislation.gov.uk/ukpga/1987/31
Landlord and Tenant Act 1985 www.legislation.gov.uk/ukpga/1985/70
Adrian Maddox MIRPM AssocRICS - Director
Adrian is on hand to deal with other issues relating to your property or if you would like to discuss moving the management of your property to us.
Phone: 07764 421 724 Email: maintenance@ceprop.co.uk

Jo Davidson - Director
For issues relating to finance or legal matters.
Phone: 07469 873 470 Email: finance@ceprop.co.uk

Kelly Maddox - Property Administrator
Kelly supports the team in day to day administration throughout the developments Castle Eden manages as well as Sales and Insurance.
Phone: 07496 014 457 Email: finance@ceprop.co.uk

Aggie Bathke - Assistant Property Manager 
Aggie is based in Slough and deals with the day-to-day maintenance on all our sites.
Phone: 07500 395 907 Email: maintenance@ceprop.co.uk
Catle Eden Property Management



IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then aim to acknowledge and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Stage 1 – Your Complaint
Please put your complaint in writing either by letter or email and address it to:
Adrian Maddox, Director.
Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing / attaching any supporting evidence.
Email: adrian@ceprop.co.uk.
By Post: The Rectory Castle Carrock Brampton CA8 9LZ.

Stage 2 – Our Acknowledgement
Your complaint will be acknowledged and we will start our in-house complaints process.
Timescale: We aim to respond within 3 working days of receiving your complaint.

Stage 3 – Our Investigation
Your complaint will be investigated, and Adrian Maddox will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale: We aim to respond within 15 working days of receiving your complaint.

Stage 4 – Our Final Investigation
If you remain unhappy, your subsequent complaint will be investigated and Jo Davidson will provide a written response outlining our final position and proposing resolutions where appropriate.
Timescale: We aim to respond within 15 working days of receiving your subsequent complaint.

Stage 5a – Complaints about our obligations to you
For complaints about our obligations to you, you can refer your complaint to The Property Ombudsman:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury SP1 2BP
01722 333306 | admin@tpos.co.uk | www.tpos.co.uk
Timescale: You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter

If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman.

No charge will be made for any complaint we handle
Castle Eden Property Management Ltd
Registered Office: The Rectory, Castle Carrock, Brampton, Cumbria, CA8 9LZ
Registered in England and Wales Company No. 10177715