What is a lease?
A lease is the formal document which is the contract between you, as the leaseholder, and Sanctuary. When you sign the lease or take over an existing lease when you buy your property, you are agreeing to certain responsibilities and so are we.
Can the lease be changed?
The lease allows for the service and charges to be changed during the period of the lease. In general, the conditions of the lease can only be changed if we both agree to the changes, or by the direction of a court or Leasehold Valuation Tribunal.
What if the leaseholder fails to do what they are responsible for?
Sanctuary will contact you to discuss the matter and try to sort it out. We will only consider taking formal action against you if this fails. There may be times when we must take more action, for example, if you fail to carry out a necessary repair which may affect people’s health and safety or cause a nuisance.
What if Sanctuary fails to carry out its duties?
Contact Sanctuary London by telephoning 0800 093 2566 and ask to speak to a leasehold officer.
I want to sell my home what should I do?
Contact Sanctuary London by telephoning 0800 093 2566 and ask to speak to a leasehold officer.
Can I sublet my home?
Your lease will tell you if you need our permission to sublet your home. We have subletting policy and if you would like a copy please telephone 0800 093 2566.
Will I pay service charges?
You will pay a service charge if we provide you with services that you share with more than one property. For more information speak to our leasehold officer.
What repairs am I responsible for?
Generally if you live in a block of flats, we are responsible for the outside of your property, the main structure, and any shared areas and services.
If you live in a house you are likely to be responsible for the whole property, such as repairs to your property and services. However we suggest you refer to your lease which outlines repairing responsibilities.
How do I report a fault needing repair?
If you have a scheme manager please report the repair to her/him first. To report repairs and emergency out of hours repairs telephone 0800 781 4386. Hard of hearing and deaf customers can text the repairs desk during office hours on 07717 816 793 or out of office hours on 07717 816 794, or use minicom 01482 580 576.
How can I influence the decisions Sanctuary makes?
You can make suggestions at any time. You can join one of the formal residents’ consultation groups, and you can respond to consultation schemes and surveys which we carry our regularly.
Does Sanctuary support residents’ associations and informal leaseholders’ groups?
We encourage residents to set up formal and informal groups. We work closely with residents’ groups representing the views of people who want to make their homes and their estates better places in which to live. Your leasehold officer will be able to tell you whether there is a residents’ association or informal leaseholders’ group for your scheme.
What is covered by the building insurance?
Insurance covers damage to the building or built-in fixtures within the property caused by fire, flood, storm and some vandalism. It does not cover damage sustained as a result of wear and tear. It also excludes damage attributed to design fault, poor workmanship or use of wrong material.
Can leaseholders manage the services themselves?
By law, leaseholders can manage the services to the scheme themselves or appoint a managing agent if they meet certain conditions. Your leasehold officer can tell you more.
How do I make a claim against the building insurance (leasehold or shared ownership properties only)?
You must contact our brokers, Farr Plc on 0845 129 80 35 for instructions on how to proceed with the claim. They will advise whether a loss adjuster is necessary and also decide which contractors will carry out the repairs. The contractors are paid directly by our insurers. The excess applicable is £50.00 on each claim. This amount is payable by the resident. Claims must be notified within 30 days of the loss date.