Here to Help Residents in the Buildings We Manage.
If you live in a building we manage, this is your starting point, the resident portal, reporting a repair, our complaints procedure and our 24-hour emergency line.
24-Hour Emergency Service
For genuine out-of-hours emergencies that pose a risk to safety or the building.
Leaseholder Portal
Manage your account, view documents and raise queries through our resident portal, available 24/7.
Portal loginReport a Repair or Issue
Log a maintenance issue through the resident portal and track it through to resolution. Every report gets a reference and a visible status. For genuine out-of-hours emergencies, always call rather than email.
Report it in the portalComplaints Procedure
We aim to resolve concerns quickly and fairly. Read our formal complaints procedure and how to escalate if needed.
Complaints procedureWhat You Can Do Yourself
The resident portal is the quickest route for most things: viewing your account and statements, downloading documents relating to your building, raising a maintenance issue and tracking it to completion, and updating your contact details. A repair reported through the portal gets a reference and a status, so you can see where it has got to without chasing it.
Some things are not ours to decide. Anything demised to your flat under the lease, meaning inside your own front door, is normally your responsibility rather than the building's, and alterations usually need consent under the lease before work starts.
Service Charges and Your Account
Service charge demands are issued in line with the lease and are accompanied by the summary of rights and obligations the law requires. Your statement and the supporting documents are available in the portal.
If you disagree with a cost, raise it with us first: most queries turn out to be a question about what a figure covers rather than a dispute about whether it should have been spent. Leaseholders also have statutory rights here, including the right to a summary of costs under section 21 of the Landlord and Tenant Act 1985 and the right to challenge the reasonableness of a service charge at the First-tier Tribunal.
When to Call Instead
Call rather than email if there is an immediate risk to safety or to the building: an escape of water, a failed lift with someone inside, a fire safety system fault, a structural concern or a total loss of power or heating to common parts. The emergency line runs outside office hours and is answered by a person, not a mailbox.