Leaseholders and shared ownership

You can get more information about service charges.

When you pay your service charge, please ensure that the invoice number is quoted with all payments.

You can pay by:

• Direct Debit or Standing Order - if you have a current account with a bank or building society
• Online payment site To pay rent online you need a debit or credit card. To pay online, visit https://thirteenpayments.paypoint.com/Home
• Our payment app You can download our payment app to your smart phone or tablet. Just search for Thirteen Payments in the app store
• phone (credit/debit card) - please contact tel: 0300 111 1000

Payment difficulties

If you’re experiencing any difficulties in paying for your service charges, please contact the income section on tel: 0300 111 1000.

We can help set up realistic repayment plans or give you details about money and welfare rights advice services.

Management charges are the costs that leaseholders pay for the day-to-day management of leasehold properties. Charges are calculated for the time and costs for issues such as:

• day-to-day leasehold management
• anti social behaviour
• reporting external and communal repairs
• IT systems
• administration of invoices
• account monitoring and collection

You are responsible for the inside of your property and any pipes and cables that serve your flat only. This includes items such as heating, internal doors, pipe work and decoration.

We will keep the structure, exterior and the common parts of the building in good repair. This includes roofs, drains, windows (frames - not the glass), external doors, communal lighting and shared paths.

If repairs are needed to the common parts of the building, you should contact us.

You will be charged a share of the cost of these works (as detailed in your lease) which will be included in your service charge invoice.

Under the terms of your lease, it usually falls within Thirteen's responsibility to make sure the leasehold property has adequate buildings insurance in place, the costs of which are charged to you annually. This covers your property against structural damage.

Read a summary which provides details of the insured perils.

You can download or print the building insurance policy document or you can request a copy by contacting us.

We do not insure the contents of your property so we recommend that you insure your furniture, decorations and belongings through a suitable home contents insurance policy. Thirteen makes it easy for you to insure your belongings by working with two different insurance providers to offer you policies only available to Thirteen customers.

You can find more information about contents insurance.

If you want to install your own windows and doors you must write to the Leasehold Management Section to request permission. Please give details of the work to be carried out and the name of the contractor carrying out the work. We’ll reply to you to tell you about our decision. If the work goes ahead, we’ll inspect the standard of work once it’s completed.

As a leaseholder you can report certain repairs to your property. The general rule is that you can report an external repair relating to either your flat, the block it’s in or the immediate surrounding area. You are charged for your portion of the repairs as part of your annual service charge bill. Please contact us.

If you experience any incidents of anti-social behaviour, you can report it to us.

You can visit the webpage to report ASB to us.

When major work is needed on your block such as installing a lift, cavity wall insulation, window replacement etc we’ll consult with all affected leaseholders.

This allows us to tell you about the work we’ll be carrying out on your block and how much it will cost. We’ll let you know about the share of the charges you’ll be expected to pay. In some cases you may be able to nominate a contractor to tender for the work.

The consultation process can take up to several months to complete.

You can get more details by contacting the Leasehold Management section.

If you sell your flat within five years of buying it you’ll need to repay a portion of the discount you received when you first bought the lease. You would also need to pay back a portion of the increased value of the property, less any improvements.

We will provide your nominated solicitor with all the information needed to sell your lease, however you’ll be charged for this service. All outstanding charges should be paid before the sale is completed and you should make sure we receive a Notice of Transfer of the lease.

For more details about selling your lease, please contact the Leasehold Management section.

You should initially take up any complaints you may have with the team responsible for the service. If you’re not happy with the outcome, you may want to follow our complaints procedure.

Because leasehold management is a specialist area, you may want to take up your grievance with an independent and impartial First Tier Tribunal (Property Chamber) which has been introduced to replace the Leasehold Valuation Tribunal. Also the Leasehold Advisory Service (LEASE) can give you help and assistance on all aspects of leasehold management.

• First Tier Tribunal (Property Chamber) national helpline tel: 0845 600 3178; or visit www.justice.gov.uk
• LEASE tel: 0207 3839800.

Useful contacts

• The Leasehold Advisory Service
• Homes and Communities Agency
• Residential Property Tribunal Service
• Housing Ombudsman Service
• Citizens Advice Bureau
• Financial Conduct Authority
• Department of Communities and Local Government
• District Valuer