Estates and Management: Frequently Asked Questions

Why haven’t I received a ground rent notice?

We may not have your correct contact details. Please contact us providing your up to date details.

How can I be sure that you are entitled to a payment of ground rent from me?

Our client’s title to the property in question should be registered at the Land Registry unless the interest was purchased by our client very recently. If the interest was purchased recently you should have received a welcome letter from us explaining who we are and how to pay your ground rent. We will be happy to provide you with a copy if it has not reached you.

Why haven’t I received a receipt for my payment when I asked for one?

We do not offer a Receipt service. If you want confirmation of your account balance please register your account and go to the Account Summary section for full details of your account status.

I don’t understand why there are other properties mentioned on your correspondence or I no longer wish to collect rent for the other properties mentioned on your correspondence.

Please contact us and we will advise you as appropriate.

The amount of rent, due date, frequency or balance on your rent notice is incorrect.

If you think we have the wrong information, please contact us and advise us of the details you believe to be incorrect.

We have paid the rent you are demanding to someone else.

Please contact our team who will be happy to investigate on your behalf. It may be that our client recently purchased an interest in your property and a previous managing agent has not yet forwarded your monies to our client.

I have lost my rent demand – can I have another one?

Please contact our team who will be happy to provide you with a duplicate.

Can I have a receipt for my payment?

Please enclose a self addressed, stamped envelope with your remittance and we will be happy to provide you with a receipt.

I sent you a cheque, why have I now received another rent demand?

Please check your bank statement and if your cheque was cashed before the date of our further correspondence please contact us immediately. Please help us to process your payment speedily by writing the full address of your property and our reference on the back of your cheque or remittance.

How can I pay my ground rent?

We accept payment by cheque and also credit or debit cards using either our online payments system on this website (you will need to follow the regsitration instructions in order to use this option) or our automated phone payment system (Tel: 020 8371 2800, option 1 then option 1). Please note, there is a 2.75% surcharge for credit cards, but no surcharge for debit cards. You may also pay by postal order if you do not have a bank account.

Can I come and pay my Ground Rent in person at your premises?

Our office is not open to the public and we are unable to accept cash payments at our premises.

Can I pay by standing order?

You may set up payment by standing order where your account is not in arrears. Please contact our team and we will issue you with a standing order mandate to complete and send to your bank.

I own the property you refer to in your correspondence. Why have you written to an incorrect addressee or The Owner?

Unfortunately we are not always advised on a timely basis of changes in ownership. Please contact us in writing and we will update our records. If you recently purchased the property you may wish to confirm with your solicitor that we were notified of the transaction.

Why should I pay you ground rent when I do not get anything for it?

Ground rent is payable according to the terms of your lease. Your solicitor should have advised you of this obligation when you purchased your property. It is a contractual arrangement rather than a payment for services.

I no longer own the property you refer to in your correspondence.

Please contact us in writing and we will update our records.

I live at the property but I am not the owner, I rent it.

Please contact us in writing and we will update our records. We would appreciate it if you could pass our correspondence to the owner.

What period is my rent for?

The period covered should be highlighted on your rent notice. Please consult your lease for further information.

I own my property so why do I have to pay you anything?

Our client may own a freehold interest or hold a rent charge over your property. You may check your title to confirm this.

I am going through financial difficulties. Can I spread the payment over a period of time?

If you are experiencing financial difficulties please contact us and we will do everything we can to help you.

I have overpaid my ground rent, can I have a refund?

Certainly. Please contact us with your request.

I didn’t receive a rent notice but have just received a rent reminder.

We send rent notices to all tenants in accordance with current legislation. If it has not reached you please contact us and we will be happy to send you a duplicate.

I have just moved to the property referred to in your correspondence and there are rent arrears outstanding from before I moved in. Can you bill the previous owner?

Ground rent attaches to a property rather than an individual. You will be liable for any ground rent dating back to a maximum of 6 years in accordance with the Limitation Act 1980. Your solicitor should have advised you of any outstanding ground rent at the time of your purchase.