What leaseholders told us.

LeaseholderBuilding run by a national agent

They tried to report a repair on the portal and gave up. They chased it four or more times, queried a charge and gave up on that too. Their biggest frustration is charges going up with no explanation.

LeaseholderBuilding run by a housing association

They couldn’t sort a problem online and had to email or phone instead. They made a formal complaint and went to the ombudsman or a tribunal. Their repair still isn’t fixed.

LeaseholderBuilding run by another national agent

Their charge jumped with no explanation. They queried it and gave up. Their last repair took four or more chases.

LeaseholderBuilding run by a managing agent

They were invoiced late and then had to catch up. They saw a big jump in the charge, asked for the receipts behind it, got neighbours together to raise it, and still gave up.

LeaseholderBuilding run by a managing agent

They want to pay their service charge monthly. But the quarterly balance leaves out the current month, so the monthly amount they work out can be wrong.

LeaseholderBuilding run by a managing agent

Not everyone has a bad time. Their agent warned them early about major works, with a clear plan.