On some estates, the building or land is not owned entirely by Hightown and so Hightown is not the 'freeholder'. In these cases, the freeholder often appoints a Managing Agent to carry out services that are required across the whole development, such as grounds maintenance, estate repairs and lighting.
The Managing Agent's fee and charge for services provided by them is passed on to leaseholders/shared owners as part of your service charge that you pay to Hightown. However, we cannot directly influence the standard of service you receive from a third-party managing agent or landlord.
If you have any problems with the service that the Managing Agent is delivering, you should contact your Home Ownership Officer who will contact the Managing Agent.
Please note that complaints about the service provided by the Managing Agent cannot be referred through Hightown’s complaints process.
If the problem remains then Hightown may escalate the matter further by:
1. Serving a Preliminary Notice advising that consideration is being given to applying to the First-Tier Tribunal for the appointment of a manager – this could lead to a First Tier Tribunal (Property Chamber) hearing
2. Referring the matter to the First-Tier Tribunal (Property Chamber)
Most leases allow Hightown to pass the cost of any legal action taken onto leaseholders and shared owners. Hightown would consult with residents before taking any action that could result in costs being passed onto them.
To contact the Home Ownership Team, please email firstname.lastname@example.org or call 01442 292535.