Peabody residents talking at a table

Your responsibilities and rights as a leaseholder or freeholder.

If you’re a leaseholder or freeholder, your rights and responsibilities are set out in detail within your lease or transfer agreement, but in general you are responsible for:

  • Paying any service charge and rents
  • Getting our written permission before carrying out any alterations to your home
  • Maintaining and repairing the inside of your home, including fixtures and fittings
  • Allowing our contractors access to your home to carry out any necessary repairs (we must give you enough notice in writing) or immediately in an emergency.
Ways to pay your service charges


In addition to the rights set out in your lease, you are protected by various acts of parliament. These include how we calculate your service charge, what you can do if you disagree with this and how we should consult you about major works.

We must ensure, for example, that both your actual and estimated service charges are reasonable and the work and services you are being charged for are of a reasonable standard.

We do not recommend that you withhold payment of your service charge.

Contact us

First Tier Property Chamber
If you are not happy with our response, however, you do have the right to go to the First Tier Property Chamber, an independent panel of professionals with expertise in handling leasehold disagreements (there is a fee for this but you can apply yourself or in a group with other leaseholders).

For more information and advice contact:

Our responsibilities as a freeholder

As the freeholder of your property, our responsibilities are set out in your lease or transfer agreement. These include:

  • Cleaning and maintaining the estate
  • Insuring the building (leaseholders only)
  • Charging you for your yearly service charges
  • We consult you in accordance with Section 20 of the Landlord and Tenant Acto 1985 (as amended) bef0re entering into a contract or starting work.

Repairs to the inside of your home are your responsibility, but we are responsible for repairs to communal area of your block and estates.

Learn more about leaseholder repair responsibilities



As a landlord we are generally responsible for some repair and maintenance for the structure of the building, communal areas, and communal systems. Generally we don’t have repair obligations for the interior of the property (all our repair obligations are laid out in your lease and you should always check this before contacting us to report a repair).

Our responsibilities for repairs includes:

1. The structure of the building

  • roof repairs
  • rainwater pipes and gutters
  • external drains, soil pipes and sewers
  • damp-proofing works
  • brickwork
  • floor joists

2. Communal systems

  • door entry systems
  • district heating
  • communal TV aerials
  • lifts

3. Communal areas

If in doubt about what falls under your or our responsibility, you should always check your lease before contacting us to report a repair. Learn more about our repairs service.

Freeholder repairs

Freeholders are generally responsible for all external and internal repairs to their buildings

Servicing gas boilers

As a leaseholder you are responsible for servicing your gas boiler and appliances.

Alterations and improvements

Before you consider improvements, additions or alterations to your home, check your lease to see what is allowed. Some alterations are not permitted and we need to give written permission for others before you can begin.

We will not refuse permission without good reason, for example, if the alterations would make the property unsafe. You should not start work before you have gained permission as under the terms of your lease you can be made to put your home back to its original state before you started the work.

If you would like to make a request for an alteration to your home, please contact our Leasehold Team at or call 020 3325 2323

The Process

Our surveyor will visit your property to ensure the works won’t cause any problems to the building. After permission to proceed has been provided and the works have been carried out, our surveyor will have to visit your property to check the works before we grant formal consent. You will need to provide completion certificate and professional installation certificates e.g. gas/electrical certificates.

It must be noted that not all home improvements will increase the value of your property by the amount you spend, so careful consideration should be taken before undertaking home improvements. We will not allow any changes that would jeopardise fire safety, e.g. changing entrance doors.

If you proceed to carry out home improvements without prior consent from us, you may be required to re-instate it to the original layout and be liable for all costs.

Structural changes

If your lease does not permit structural alterations, we will not grant your any consent to carry out this type of work.

Right to Manage and management disputes 

You may be able to change the management of your building if you’re unhappy with the way it’s being run. There is more information here.