Help and Support

This type of lease gives you: 

• Extra support with repair costs 

• Clear responsibilities between you and your landlord 

• More flexibility in how you manage your home 

We will: 

• Be clear and transparent about your rights and responsibilities 

• Support you with repairs and explain what’s covered 

• Keep you informed about your costs and allowances 

• Make things simple when you need to request help 

During your first 10 years (Initial Repair Period) 
For the first 10 years of your lease (or until you own 100% of your home): 
We are responsible for: 

• Structural repairs (e.g. foundations, walls, roof) 

• External repairs (e.g. communal areas, building exterior)  

  You are responsible for: 

• Day-to-day internal repairs in your home 

• Using your repair allowance where applicable 

• Any applicable compliance inside your home 

After 10 years or if your staircase to 100% 

• You become responsible for all repairs, including structural and external (through service charges where relevant) 

Your £500 annual repair allowance 
To help with repair costs, you can claim: 

• Up to £500 each year for essential internal repairs this can be rolled over but limited to holding £1000  

You can claim for:

• Plumbing issues (leaks, pipes, sinks, baths) 

• Heating systems (boilers, radiators) 

• Essential internal fixtures  

How to apply for your repair allowance 
We’ve made the process as straightforward as possible: 

1. Tell us about the repair 

2. Get a quote from an approved contractor 

3. Send us your request (online or by contacting us) 

4. Wait for approval before work starts 

5. Complete the repair and send us the invoice 

6. We’ll arrange payment, up to your allowance limit 

It’s important to get approval before starting any work, or we may not be able to reimburse you.  

• Decorating or home improvements 

• Appliances or furniture 

• Damage caused by neglect 

• Anything already covered by warranty or insurance  

During your Initial Repair Period: 

• You will not pay towards structural or external repairs through your service charge  

However, you will still pay for: 

• Communal services where applicable 

• Day-to-day estate or building management costs 

We’ll always aim to: 

• Be clear about what you are being charged for 

• Provide transparent breakdowns of your costs 

We will: 

• Let you know how much repair allowance you have left each year 

• Keep you updated on any changes to your responsibilities 

• Provide guidance if you’re unsure what’s covered 

• Always check with us before arranging repairs using your allowance 

• Keep records of quotes and invoices 

• Contact us early if you’re unsure – we’re here to help 

We’re here to support you. 
If you: 

• Are unsure whether a repair is covered 

• Need help applying for your allowance 

• Have a question about your service charges 

 Please get in touch with us and we’ll guide you through it step by step. 

• Your first 10 years = extra protection and support 

• You get £500 per year towards internal repairs 

• We cover major building repairs during this period 

• Always ask before starting repair work