FAQS On Service Charges | Charles Cox Property Management

Below are a series of frequently asked questions that should help you find the solution you are looking for. If your question is not covered here, please do not hesitate to contact us.

Why are the figures for Service Charge estimated and not actual?

The amount we collect in terms of Service Charge is based on an estimated figure for the year, as actual figures are not known at the start of the year. It is unlikely that we will spend the exact estimated figure. Therefore, any over or under spend, is re-credited or debited accordingly in the form of an End of Year adjustment. Often the Lease does not specify whether or not this must be carried out. In this case, we will consider as to whether an end of year adjustment is necessary.

Click here for an information pamphlet with an example budget.

Why do I pay Service Charge when I own a freehold house?

The Freeholder of the communal grounds, i.e. roads, car parks or landscaped areas, has appointed Charles Cox to maintain these areas for you. During the sale of your freehold property, you would have been supplied with a Transfer (or similar) document which outlines your responsibility towards these areas.

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What is my Service Charge spent on?

At the end of each financial year, a summary of expenditure is prepared by an independent accountant or Charles Cox, depending on the size and setup of the development. This will show income and expenditure for your development as a whole during the previous period. Statements are then circulated to all leaseholders.

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Why am I being asked to pay an invoice that is not in my name?

This can happen when a sale has taken place and your assignment has not been registered with us as required by your Lease. You should contact your solicitor immediately to ensure that the position is addressed. Until we receive the relevant documentation, we will be unable to change the name, although you will still be responsible for adhering to the Lease, which includes paying for your charges.

Do I still have to pay the invoice even though I was not living in my property for the period specified?

Unfortunately, you are liable for making Service Charge payments whether you occupy the property or not. If you have just purchased the property, your solicitor should have made arrangements to cover this amount – this is normally done by retaining a percentage of the money due upon completion. You should check with your solicitor that this has been done.

What methods of payment are there?

You can pay your service charge and ground rent by bank transfer directly into the ground rent bank account or your property’s client bank accounts, both of which are detailed on your service charge and ground rent demands. Payment can also be made by cheque and posted to our Newhaven Office.

All payments are payable to Charles Cox Ltd. Please quote your name and flat/house number as a payment reference.

Service charges and ground rent are collected as outlined in your lease. Depending on certain circumstances, your lease may allow you to pay by a monthly standing order / instalments.

Access to our Resident Software allows you to locate the relevant details needed in order to make payment.

Why have I received an invoice when I pay by Standing Order?

If your account is settled by Standing Order, the invoice will be for your information only.  However, we will still issue Service Charges and Ground Rent demands in line with the Lease. It is the leaseholder's responsibility to amend the Standing Order through their bank and to ensure their payments result in a zero balance at the end of the property's financial year.

I can't afford to pay my Service Charge; what can I do?

We realise that personal circumstances can change, and all too often, property owners may find that they are having great difficulty meeting their Service Charge payments as set out in the Lease. Initially, we would advise you to contact us to discuss payment options. You can phone, email or write to us.

Click here for further information and tips.

Who looks after the Service Charge funds?

All funds collected by Charles Cox are held in separate client accounts for each development.  All interest received and bank charges paid are the responsibility of the development. Charles Cox Ltd do not receive any interest on any funds held in trust.

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How do I discuss a maintenance or accounts problem?

If your issue is maintenance-related and is not urgent, please use our report a fault form. If your issue is accounts related and is not urgent, please use our contact us form. If the matter is urgent, please contact us on 01323 894400.

What do I do if emergency repairs need to be undertaken?

During normal office hours, (09.00 to 5.30 pm), please contact us on 01323 894400 to report any problems. Outside of office hours, please call the same number and listen for further instructions. Please note, the owner of the flat or the person reporting the issue will be liable for charges as a result of inappropriate use of the emergency number.

The flat above appears to have a leak which is affecting my property. What should I do?

Firstly, we would recommend that you contact the occupant of the flat above. This is often the quickest way of dealing with the problem. However, if you cannot get hold of the occupant, please contact us on 01323 894400 and we will try to contact them for you. Please also

Download this leaflet which will explain the steps you should take. For information on how to make an insurance claim afterwards and who is responsible for it, Please also click here.

Where do I submit feedback, comments or suggestions?

Click here to fill in our contact form.

I have my own insurance policy - why do I pay buildings insurance?

We insure the whole building, but not your belongings and home contents. This is in line with the terms of your Lease. If you are required to provide your mortgage company with a copy of the building’s insurance, please contact us on 01323 894400. For supplying this information, we normally make an administration charge of £65 plus VAT. We would recommend that you arrange your own contents insurance.

How do I change the property owner’s name?

It is important that the name of the account holder reflects the owner of the property. We would ask that any changes you wish to make are supported by the relevant legal documentation, i.e a marriage certificate, deed poll certificate or death certificate. If the registered property is in a company name, then the certificate showing the change of name should be supplied. Regrettably, copy certificates cannot be returned.

Click here to download and complete a Leaseholder Change of Contact Details or Ownership form.

Can I change my correspondence address?

Yes. If your property is sub-let to your tenant and you wish the correspondence to be sent to your main residence, or perhaps a Letting Agent, it is essential that you advise us in writing of the address for which you would like correspondence to be sent. Please ensure you act promptly in informing us of any changes to your main residence.

Click here to download and complete a Leaseholder Change of Contact Details or Ownership form.

What is Charles Cox involvement in sales and remortgaging?

If you intend to sell or remortgage your property, it is imperative that you or your solicitor advise us in writing well in advance. If you are selling and require a Management Pack or similar to be provided, there will be an additional charge for this. This charge is payable directly by the leaseholder. If you require assistance selling or letting your property, please use the contact us form. If you are remortgaging, your mortgage company will need to write to us and request information, which will be provided as per our fees detailed here.

What can I do about nuisance/noisy occupants in the development?

In the first instance, we suggest you contact your local Environmental Health Department, which has the necessary powers to deal with this and whose involvement usually provides a speedy resolution. You can also ring the non-emergency 101 number.

Please click here for hints and tips regarding nuisance/noisy neighbours.

I'd like to sublet my property - what should I do?

Usually, leasehold properties require consent to sub-let. Your exact obligations will be set out in your Lease. In the first instance, you should contact us on 01323 894400 to obtain the relevant information to gain permission. There may be an administration charge associated.

Click here to download an example letter that you can use for seeking permission to sublet your property.

I have a property I want to rent out, how do I find out what I need to do, and what are the best options?

Our friendly lettings team will be happy to discuss all the options available to you, whether we help with just finding a tenant if you prefer to manage your own maintenance, or if you would prefer the full management service. Please use the contact us form, and a member of our Lettings Team will be in touch.

What do I need to do if I want to make alterations to my property?

In the first instance, you should contact us on 01323 894400 to find out what you need to do. Most leases and transfers include Clauses or covenants that prevent alterations to either the plan or the elevations of the properties without prior consent. You should obtain consent and keep this for your records so that you may produce it in the event of a sale. Please also note that some alterations may also require planning permission or building regulations.

Click here to download an example letter that you can use for seeking consent for alterations to your property

Am I allowed to keep a pet in my flat?

Generally, leases ban most types of pets. However, some leases allow pets once consent has been obtained in advance. You should contact us on 01323 894400 for further information regarding your development.

Click here for an example letter that you can use for seeking permission for a pet

How do I make a formal complaint?

Following the RICS and The Property Institute (TPI - formerly known as Arma) guidelines, we take all complaints about our service very seriously and will respond to any complaint promptly. All complaints must be submitted in writing or by email. In the first instance, please contact info@charlescox.co.uk as we’d rather discuss with you directly so that we can come to a resolution. If the matter cannot be resolved, we will provide you with a copy of our in-house complaints procedure form.

FAQS