Frequently Asked Questions

 

If you have not already registered, you will need to do so before logging in.  You will require your name exactly as it appears on any rent invoices or correspondence we send you, along with your 8-digit account number.

 

 

  

Click here to register and log in

Forgotten password

Please use our forgotten password option in the first instance. You will need to your account number and name as it appears on any of our correspondence. A new password will be sent to you immediately, you can then log into your account here

Change password

To change your password, please click here, you will need your account number and existing password. 

If you are still having problems logging in, please contact us.

To receive rent invoices by email simply register for an online account and log in, click on My Details and update Send invoices by to Email.

Online

Log into your account to make a secure credit or debit card payment through our website.  We accept all major credit and debit cards, except for American Express.

Telephone

Pay using our secure automated telephone line, available 24 hours a day, 365 days a year.  Call + 44 (0)20 8371 2800, selecting option 1 followed by option 1.  We accept all major credit and debit cards, except for American Express.

Cheque

Please make cheques payable to Estates & Management Limited, ensuring that your 8-digit account number is clearly written on the back and send it to:

Ground Rent Payments
Estates & Management Limited

Molteno House
302 Regents Park Road
London
N3 2JX

To find out more, please visit our Payments and Billing page.

Please contact our Ground Rent Team who will be pleased to assist you.  Our client may have purchased an interest in your property very recently and the previous Landlord may not have forwarded your payment to our client yet.

Change of address

Please notify us of your new billing address by simply logging in and updating the My Details tab.  For your security, we require the change of address instruction in writing.

Change of name

If you have changed your name either through marriage or deed poll we will require a photocopy of the certificate or deed in order to update your account.  

Removal of a name

If one named party needs to be removed from an account we will require documentation, for example a photocopy of a death certificate. 

If you have bought or sold your property we will require legal documentation.  Please ask your solicitor to contact us. Full information is provided on our Buying or selling page.

We will require formal documentation from the buyers, please ask the buyer's solicitors to contact us.

This situation may arise due to the previous owner failing to pay the arrears.  The Solicitor who acted for you in your purchase of the property should have noticed this or any rent reviews still pending and made allowances for this with the previous owner of the property prior to the sale.  Please ensure that you settle all arrears as quickly as possible in order to avoid further action which may result in you incurring significant legal costs.

Please contact the property manager billing you for service charges regarding any queries you may have concerning maintenance.  We do not provide property maintenance services, appointing specialist agents on behalf of the Landlord where appropriate.  If you wish to provide feedback regarding your property manager, please contact us.

The Landlord's consent may be required if you wish to make any alterations or additions to your property.  Examples of such additions or alterations include the building of a conservatory, erection of a partition, removal of a wall, installation of new windows, erection of a satellite dish, etc.  Some leases also require the Landlord's consent to keep a pet.  Please visit the Alterations and consents page for more information. If consent is required and not obtained, you may be in breach of your lease terms.

The Landlord's consent is often required prior to the commencement of subletting, or renting of properties and in some cases further conditions must be met according to the terms of the lease or transfer documents associated with the property. If you are thinking about or have sublet your property, please visit our Subletting or renting page and complete our online form.

Your lease will outline the amount of rent payable, when it is due and how it may change during the term of your lease.

Ground rents can often be increased in line with inflation or the increase in the property's value.

If you have any queries regarding a recent increase to your ground rent, please contact us by completing our form on our Contact Us page.

The Landlord is often responsible for the insurance of a building so that it can be rebuilt if it is completely destroyed.  The exact requirements will be contained within the lease or transfer document relating to a property. Buildings insurance is different to household contents insurance. It is the responsibility of homeowners to obtain their own household contents insurance. 

We work with a panel of insurance brokers to ensure our insurance offerings are fit for purpose, responsive and reasonably priced.  

It is important that insurance invoices are paid promptly so that blocks remain insured and all homeowners are covered.  

If you have any queries relating to your insurance arrangements, you can contact our specialist Insurance Team who will be able to assist you with any enquiries you may have including making a claim.

Whilst we hope that you will never have reason to complain about any aspect of our performance, we do recognise that sometimes things may go wrong and you may need to bring this to our attention.  We welcome your feedback and you can telephone or write to us at any time and ask for a copy of our Complaints Procedure which explains how we will treat your complaint.  You can also email us directly at our dedicated email address: feedback@e-m.uk.com.   

E&M is a member of an independent consumer redress scheme, the Ombudsman Services: Property (“the Ombudsman”), who will consider complaints about our service which are not finally resolved through our internal Complaints Procedure.   Full details of the Ombudsman and the way the redress scheme operates can be found at www.ombudsman-services.org, and more details about what you should do before referring a complaint to the Ombudsman are set out in our Complaints Procedure.

Please note that we have a separate complaints handling procedure for insurance related issues, as we deal with these in accordance with our regulation by the Financial Conduct Authority (“FCA”).  You can telephone or write to our specialist Insurance Team or email insurance@e-m.uk.com.  If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service; the address is: The Financial Ombudsman Service Exchange Tower London E14 9SR; Email: complaint.info@financial-ombudsman.org.uk.  If you take any of the action above, it does not affect your statutory right to take legal action.