Frequently Asked Questions

Parking

A major source of neighbour disputes in a block of flats or small estates is parking. Most leases allocate a parking space (or sometimes two spaces) to each flat and these are shown on the lease plan. Residents should ensure that they only park in their allocated space, leaving any other car outside of the parking area. Second cars should not be regularly parked on the visitor spaces.

Where a lease does not allocate spaces, parking is on a ‘first come, first served' basis but again it will be for one or two cars only.

Visitor spaces are for visitors’ vehicles only and leases state that they are available for visitors’ ‘short term’ parking. This is interpreted as meaning not more than a day or night.

As the managing agents, we cannot protect a resident’s individual space if any vehicle parks upon it; the only person who can take action is the leaseholder who owns that space.

Where there is abuse of the visitors’ parking spaces we would take action against the abuser or, if the vehicle has no road tax, or if it is an abandoned car we would locate the owner via DVLA – this process can take up to one month from the notification of the registration number. We cannot deal with abandoned cars on a resident’s space.

Noise and Nuisance

Noise from T.V’s, stereos, parties, guests leaving, even walking on hard wood floors etc. can be very annoying – particularly late at night. Persistent noise nuisance is best dealt with by your local Environmental Health Department who have the necessary powers to deal with this and whose involvement usually provides a speedy resolution.

Nuisance can be caused by undertaking activities which do not accord with the community spirit. Carrying out major car repairs in your parking space, leaving a derelict car in the parking court, abuse of visitors’ parking spaces, not taking correct control of your pets and erecting satellite dishes are all issues about which we regularly receive complaints.

We do not wish to become involved in inter-neighbour disputes unless this is unavoidable. However there may come a time you feel we have to become involved. In those instances we require the complaint in writing and it should be verified by at least one, or preferably two other flat owners. Initially we will write to the lessee concerned advising them of the complaint – but not the complainant – and requesting that the activity ceases. If not successful we may ask for Landlords to serve notice on their tenants. As a final resort solicitors would have to become involved. We would then ask you for security for their costs as provided for within the lease. This would normally be an initial sum of approximately £200.00 (plus VAT) but would increase if the matter had to go to court. You and other flat owners affected must be prepared to give evidence in court to substantiate the nuisance claim.

Satellite Dishes

Most leases carry a prohibition against any form of receiving equipment except communal receivers. Indeed planning restrictions prohibit more than one satellite dish per building. Should residents collectively wish to have a satellite service they should make their wishes known to us in writing. At no time should individual dishes be affixed to the buildings or placed in the grounds.

Pets in Flats

Some leases have an absolute ban on any pets or certain pets. Other leases allow pets provided consent is obtained beforehand. In these cases a written consent is required. We are not concerned about fish, small caged birds, etc. Where you wish to have a cat or dog, please write to us for consent. Firstly written consent will depend on the suitability of the pet, i.e. a Great Dane is not particularly suited to a one bedroom flat, and secondly consent is given subject to what are termed ‘good neighbour’ conditions as follows:-

• Only one cat or dog per flat would be permitted
• No noise or nuisance must be caused to other residents
• No cat flaps are allowed and cats must not be permitted to roam the communal areas of the building
• Dogs must not be left alone in the flat for long periods of time and, when, within the building or grounds, they must be kept on a leash
• They must not be allowed to foul the grounds or common parts of the building. (In the event of an ‘accident’ we would expect the resident concerned to clear away any mess as cleaners are now reluctant to deal with this due to Health & Safety at Work Regulations)

Any breaches of these conditions can result in the permission being withdrawn.

Sub-Letting Your Flat

You may or may not be allowed to sublet your apartment. Please refer to your lease. If you wish to sublet your flat, please write to us to obtain consent which may be required under the terms and conditions of your lease.

As your Managing Agents, we advise it is essential you use a reputable Letting Agency and commence the tenancy on a “Six month Assured Shorthold Tenancy.” This is for the protection of you the Lessee and the other residents in the building. References will be required by the Letting Agency who will also carry out a credit check which will clarify whether or not the proposed tenant has the means to pay the rent. Please note that as the Lessee of the property, the obligations, covenants and conditions remain your responsibility.

An administration fee is charged by the Managing Agents for handling the matter and upon application to HLM an information letter will be forwarded to you.

Out of Hours Emergencies

In common with other managing agents, our office is open Monday to Friday during normal business hours. Outside of these hours, we have an answerphone, e-mail and a fax machine for you to leave a message.

When the office is closed, if an emergency should arise you should make arrangements as below and/or as may be indicated on the Management Notice Board within your block and advise HLM when we re-open.

Blocked Drains

Call Dyno-Rod or similar local emergency plumbing service. They will usually require you to pay their account on the spot but we will arrange to reimburse you, where it is the communal drain that is blocked.

Electrical Failure to Common Parts

This is normally due to a circuit breaker operating. If you know its location you can reset it. Unless this is an emergency, please notify HLM who will arrange an appropriate contractor to attend site.

Door Entry Breakdown/TV Aerial Failure

These can normally be left until we re-open. A message on our answerphone will ensure that a work order is placed with the appropriate contractors.

Lift Breakdown

If persons are trapped in the lift, there are help buttons fitted within the lift which directly call the lift company to request assistance. In an emergency call the fire brigade on 999. Where an emergency number is displayed on site for the lift engineers, also call them. If the lift engineers are called out outside of normal working hours, their call-out charges (payable by you and your fellow residents through the service charge fund) are very high. Unless it is an emergency it is often better to wait until we open and report the failure to us so that we can then issue instructions.

Water leak

Call the emergency number for a local plumber. They will usually require you to pay their account on the spot, however, you may be able to claim for reimbursement should the fault not stem from your property.

Other Building Emergencies

Where you have to call out a contractor and meet his charge, we will arrange prompt reimbursement where the problem involves the communal parts of the building and accordingly the payment for repair is the responsibility of the service charge fund.