Reporting leasehold repairs

When you want to report any repairs required at the building or estate where your property is located you should contact the TMO Customer Service Centre (CSC), who manage all response repairs. The direct free phone number for the CSC is 0800 137 111.

You will generally contribute towards the cost of repairs to any communal areas of the building and/or estate, outside that area specifically demised to you by your lease agreement. The area demised to you is that part of the building (usually everything inside the outer walls, floors and ceilings of your flat) that is your responsibility to maintain.

Your lease agreement and lease plan (or transfer documents) will show this more fully. Please read your lease agreement or transfer document together with the booklets within your leaseholder handbook relating to Communal repairs,Your Lease Agreement & Your Rights as a Leaseholder for further details of the demised area of your property.

You have the right to report any communal repairs that may be required, as well as any faults in the building or estate that are directly affecting your flat, such as leaks from other flats into your property. The Customer Service Centre (CSC) staff will take details of the repair you are reporting and will be able to provide follow-up and progress information until the repair is remedied.

However, repairs to the areas demised to you in your Lease Agreement or Transfer Document should not be reported to the CSC, as they are almost certainly your responsibility. Generally this means any repairs required within the confines of your home, with the main exceptions of an entryphone system and communal heating systems.

If you have reported a repair but are not happy with the progress or results, please then either contact the CSC staff again or contact your TMO/EMB Officer, who will deal with your complaint or chase progress on the repair on your behalf.

There is a separate booklet within the handbook that covers Communal Repairs in more detail.