FAQs

All communal faults and maintenance issues can be reported directly to your dedicated Estates Coordinator on their direct number or via email.
Not sure who the Estates Coordinator is for your development?
The details for your management team can be found on the notice board in the lobby of the development.

This will depend on the terms of the lease which will detail if satellite dishes are permitted or not.
If satellite dishes are not permitted, and a dish has been erected, it will be removed. The associated costs recharged to the leaseholder of the property.
If you are unsure as to whether there is a communal satellite system at your development, contact the Estates Coordinator for your development.

For security, we urge residents to keep the communal entrance doors and apartment doors shut and securely locked at all times.
We also advise residents to not allow access to the building to any persons unknown to them. Or allow individuals to tailgate them into the building. If you do notice a fault with a communal door that is compromising the security of the development, we ask that you report this to us as soon as possible.

Your Lease or TP1 will contain covenants that must be followed before you can transfer your property.
We have a dedicated team who assist in the transfer of properties. They will be able to provide the information and documentation you require and will happily liaise directly with your solicitor.
If you are selling your property and require assistance please contact our Central Administration Team on 0345 491 8899. Or alternatively, you can contact the team via email at central.admin@premierestates.co.uk

You are prohibited to smoke in the communal areas of the development. It is a criminal office to smoke in these areas.
Cigarette butts should be discarded appropriately and not thrown out of windows or litter the communal areas internally or externally.

Getting a meter reading for your utilities will vary from one development to another.
Your dedicated Estates Coordinator will be able to advise you on how to obtain the utilities meter readings for your development.

The best way for us to explain service charges is to explain the difference between Leasehold and Freehold property.
In our blog there is an easy to follow explanation which you can access here: https://www.premierestateslimited.com/freehold-vs-leasehold-whats-the-difference/

If you have received an invoice from us, you can find payment information on this document.
Service charges can be paid via bank transfer, Direct Debit, or Cheque. We can also take payments over the telephone.
In addition, if you have access to our Online Portal you can make payments through the Portal.

You can call our accounts department on 0345 491 8898. One of our team can take card payments over the telephone.
Alternatively, you can make card payments via our Online Residents Portal.

If we have just started managing your development, you will have received a Welcome Pack from us. This includes a Direct Debit mandate form, which you can complete and return it to us.
Alternatively, you can call our accounts department and we can set up Direct Debit payments over the telephone.

Should a third party wish to make payments on your behalf, we do request your authority in advance before we can speak to a third party.

If you do not make your service charge payments this will impact the funds available to manage your development effectively.
In addition, you may be charged an admin or late payment fee.
Should you continue to fail to make payment, we will pass the matter to solicitors.

Under the terms of your lease, you are obligated to pay a service charge for a specific period on a specific day.
You are given 21 days grace, after that period you will be charged a late payment fee.

Under the terms of your lease or transfer documentation, you undertake to pay service charges on account in advance.
Your lease or transfer documentation then details when the service charge year ends. At which point a set of certified accounts will be prepared and issued within 6 months of the year-end.
Your dedicated Estates Manager will explain any over or underspends resulting in an invoice or credit.

You can speak to any of the members of our accounts department to discuss your account.
To speak to a member of the team, please call 0345 491 8898.

You should always refer to the lease for your property before making any alterations such as flooring or structure. The lease will detail any restrictions or consents that are required first.

The lease for your property will determine what can be stored on your balcony. In general, no items should be stored on balconies, in particular BBQs must never be placed or stored on balconies.

There is no storage of any items within the communal areas and in riser cupboards permitted. This includes items such as prams, plants, shoe racks, and any other personal belongings.
The communal areas must remain clear to ensure safe access and egress for residents at all times. By storing items in the communal areas could restrict escape from the building in the event of an emergency. It also adds to the fire loading risk to the building.

If you believe that a fellow resident is suffering from domestic abuse you can report this to the National Domestic Violence Helpline on 0808 2000 247. Or report it to the police by calling 999.
You can find out further information by visiting https://www.nationaldahelpline.org.uk/

Depending on if your development benefits from our out-of-hours emergency provision. Our out-of-hours service team will be able to appoint contractors outside of our office hours to assist with any emergency repairs required
If your development benefits from this service, the dedicated helpline can be found on the notice board in your apartment block.
Please note that any emergencies relating to a fault within your apartment are not covered by this service.

You do not need to arrange buildings insurance for your apartment as this is covered by the buildings insurance for the whole building.
However, you do need to ensure that you have suitable and sufficient contents insurance for your apartment. As this is not covered by the buildings insurance policy.
For a list of what is covered under the building insurance policy, please contact the Estates Coordinator dedicated to your development. They will be able to provide you with a copy of the certificate of insurance.
Alternatively, if you have access to our online portal, you can download a copy of the insurance on this platform.

In the event that you need to make a claim on the building's insurance policy. Please contact the Estates Coordinator dedicated to your development. They will advise you of the information required to log the claim and will then log the claim on your behalf.

You can purchase keys and fobs from us by contacting your dedicated Estates Coordinator. They will advise you of any costs involved in purchasing a fob or key and will establish where the item is to be sent to.
If you rent your property you must have written consent from the owner before any payments can be taken or fobs/keys can be provided.

Apartment leases typically have a clause relating to levels of noise and time limitations for noise between certain hours.
If you are suffering from noise nuisance please do get in touch with us and we will assist as much as we can. Also, your local authority can assist in noise nuisance and will be able to advise on acceptable levels of noise.
We ask that residents are respectful towards their neighbours regarding noise levels. Also, that they are mindful of the common causes of noise disturbance such as loud music, shouting and doors slamming.

With regard to parking, if there is a car park at your development we ask that residents park in accordance with the rules of the development and also with respect to their fellow neighbours.
If there is a parking permit scheme in place, then signage to this effect will be visible.
If you require a parking permit, please contact your dedicated Estates Coordinator. If additional clarification is required in relation to the specific development, please contact the management team.

Not all properties permit residents to keep pets and this will be terminated by what is documented within the lease. Some leases may have restrictions and others do not consent to keep a pet at all.
If you are thinking about getting a pet, please do get in touch with your Estates Coordinator first to ensure that you are permitted to keep a pet in the property.
If you are permitted, your Estates Coordinator will be able to provide you with the appropriate pet consent documentation.

Please place all household waste in the containers provided in the bin store. If your development benefits from recycling containers we do encourage residents to recycle where possible.
No waste is to be left on the bin store floor or left outside the apartment front doors. For any large or bulky waste, you must make alternative arrangements for your refused to be disposed of. Such as via the local authority or taking items to your local waste recycling centre.
Any items left in the bin store will not be taken by the local authority. If items are abandoned the associated removal costs will be recharged to that individual.

As your Managing Agent, Premier Estates will oversee the maintenance and repair of the communal areas, both internally and externally. As a leaseholder, you are responsible for all repairs and maintenance within your apartment.

A communal fault is normally a defect in the common parts, i.e. door entry systems, failed television signals, inoperative lift. These issues can be attended to via the service charge funds. We will arrange for these repairs to be completed when we are notified about them by residents or contractors. Similarly, they may come to our attention when the Estates Manager is carrying out a building inspection.

A demised fault is one that usually affects only one leaseholder. Usually, this is confined to the property itself. For example loss of heating, electrical functions, or internal plumbing issues. It is the leaseholder’s responsibility to have these issues attended to and rectified at their own cost.

Flat to flat leaks are classed as a demised fault and as such remain the responsibility of the leaseholder to resolve and rectify. However, should you need extra assistance or require a claim against the building insurance to be logged. Please contact your dedicated Estates Coordinator for further assistance.