How do I get an L&Q home?
As a major housing association we work very closely with a large number of local councils and specialist organisations. They refer future residents to L&Q. It is best to register with your local council as early as possible if you need a home. Visit Direct Gov to find out how to contact your local council.
You can find more information on the criteria you must meet to apply for an L&Q home and the other ways you can rent from L&Q on our ‘How do I get an L&Q home?’ page.
How has the Right to Buy scheme changed?
There have been a number of changes to the Right to Buy scheme. The most relevant change for tenants is the raise in the discount cap from £25,000 to £100,000.
You can find out more on how the Right to Buy scheme affects L&Q tenants by visiting the Right to Buy section of our website.
Is L&Q the same as the council?
No we are an independent organisation, but we do work closely with councils to help house those who need an affordable home. L&Q, like other housing associations, has to obey government rules on housing. These are set by the Homes and Communities Agency.
Is L&Q a private company?
No. L&Q has charitable status and any profits made are re-invested back into homes and service improvements. Our mission is ‘creating places where people want to live’.
How can I get help in understanding government benefit changes?
Why do I pay an audit fee?
Do I have to pay for repairs to my building?
It's a requirement of most leases that we recharge homeowners for their share of any repairs to the common parts of the building or estate. Your lease indicates what your property’s share of the costs is, and also it defines what the common parts of the building are. Common parts will often include all external features of a block, including flat windows and patio doors, so we may legally ask you for a contribution towards the upkeep of these.
Your property’s share of responsive repairs is listed under the heading 'communal repairs' on your service charge statements.
In addition, we may charge you for the cost of an individual repair that has taken place within your property. Usually internal repairs are solely a homeowners’ responsibility, but there are rare occasions where our contractors carry out emergency works. When this happens, we will recharge you the cost in your final service charge statement at the end of the year.
What are third party management company costs?
On estates where L&Q does not own the freehold, a third-party managing agent normally provides some or all of the services. The freeholder of the estate employs the managing agent, who charges L&Q for the services supplied. We then recharge these costs to residents, as per the terms of the lease and head lease agreements.
Why do Third Party Management costs appear under two headings?
Some residents will see two codes on their service charge statement: 4758 – Third Party Management Costs and 4480 – Amenity Area Charges.
Both codes relate to the invoices charged by the third party managing agent. The reason we divide the costs is that some headings within the managing agents’ budget are not rechargeable to tenanted properties. These include items such as repairs, insurance and reserve fund contributions, which are covered by tenants’ rents.
Any such ineligible costs are assigned under 4480, with homeowners paying their contribution towards them via their service charge. (L&Q covers the cost of tenants’ contributions.) Headings eligible for recharge to all tenures – eg cleaning, lift maintenance, grounds maintenance – we assign to all properties using 4758.
There are communal refuse bin hire costs in my service charge. Doesn’t my local authority provide the bins in our bin store?
What's specialist equipment maintenance/servicing?
How do you work out the costs I pay towards a caretaker each year?
IThe caretaker that provides services to your estate is an employee of L&Q. When we work out your contribution towards caretaking costs, we take the caretaker’s annual salary plus overheads, and apportion the value by number of hours they spend at your estate, dividing by the number of properties that benefit from the service.
What's 'External Electricity Consumption' on my service charge statement
How is my Buildings Insurance premium calculated?
If you live on a development that is managed by a third party, the managing agent or freeholder will charge L&Q for insuring your premises, which we pass on to you as part of your service charge.
If you own the freehold of a property that is on an L&Q estate, you need to arrange buildings insurance yourself. It is not covered by the L&Q policy.
Why are you charging me for Bulk Refuse Collection – I thought this was covered by my council tax?
What does pest control in my service charge cover?
Please explain my water pump costs
We may also need to supply a waste water pump at some developments – in which case we recharge residents in a similar way.
Why is there no window cleaning shown on my service charge statement?
What items are covered by the fire protection equipment charges?
From 2016/17, we have separated emergency lighting costs into different headings on your statement.
Why does ground rent appear as an item in my service charge statement?
Where L&Q is the freeholder of the estate or block where you live, your lease may require you to pay an annual ground rent charge to us. In which case, we send you a yearly ground rent notice and apply the charge to your account, usually around the beginning of April.
Where L&Q is not the freeholder of the estate, we normally hold a head lease with the main landlord. The head lease may require us to pay ground rent in respect of your property to the landlord. When this is the case, we recharge you with the cost of the ground rent we have paid, and it thus forms part of your service charge rather than standing as a separate charge.
What is a variable service charge?
All L&Q homeowners pay variable service charges.
Please can you explain the variable service charge balance that I pay?
This is the brought forward balance from the previous financial year’s final service charge statement for your property. For example, if your final balance for the 2014/15 year was a deficit of £240.00, we have carried the balance forward to the current financial year and spread it across 12 months. In this scenario, your Variable Service Charge Balance would be £20.00 per month throughout 2016/17.
Our old policy was to debit homeowners' accounts as soon as we had issued the final statement, giving you limited time to settle the outstanding amount. We have changed our way of working to give our homeowners extended time to clear balances, interest free, with a view to making charges more affordable.
Can I pay off my variable service charge balance early?
I live on a new development – I have noticed that my final service charge statements have shown large credits due to me: are you overestimating my charges?
When a building or estate is new, our Service Charge Team creates an estimated schedule of charges based on projected costs. If we know contract costs in advance – or if a third party managing agent is in place and they provide us with a budget – we use these as the basis of your estimate. We estimate other costs based on equivalent sized blocks on other estates.
In reality, over the first year or so of a development’s life, costs may be lower than the amounts we have estimated. This can be due to a variety of reasons: for example, facilities are still under warranty, contracts have not yet been set up, responsive repair costs are low, etc. As a result, it is quite common to see credit balances on the final service charge statements in years one and two.
However, we feel it is responsible to set your charges at a level that we think will eventually reflect the cost of providing services to your estate. This will mean that our residents are used to paying a certain amount towards their services each month, and that we can avoid a large uplift in charges in the third or fourth year following you purchasing your home.
What is Section 20 Consultation – does it apply to my property?
- For Qualifying Works – one-off jobs where the cost is greater than £250.00 per resident. This primarily covers planned major works, but can also include responsive maintenance in some cases. If we have not issued you with the correct consultation notices, we may only recharge you a maximum of £250.00 for the works
- For Qualifying Long Term Agreements – any contract longer than 12 months that is worth more than £100.00 per resident per year. Typically, these may include cleaning, grounds maintenance or lift servicing contracts. If we fail to serve correct notices, we may only charge you a maximum of £100.00 per year for the contracted service