Your tenancy

Leaseholders & shared owners

As a homeowner, we know you'll expect a good experience with us, and in return we'll ask you to meet certain responsibilities.

As a leaseholder or shared owner, you’ll receive a slightly different service from us. We’re here to help you maintain your property, manage your payments and help you understand the actions you can take with your lease or shared ownership agreement. You can find out more about what you can expect from us as a leaseholder or shared owner in your leaseholder handbook or by referring to your lease.

If you have a question about your lease, or you are looking to sell your property, please refer to your handbook for more information.

Leaseholders and shared owner FAQs

How do I request a repair?
In general, you are responsible for the repair and maintenance of anything inside your property. Your lease sets out what is our responsibility and what is yours.

If you need to request a repair relating to the exterior of your home or a communal area, please contact our Customer Service team, who will be more than happy to book an appointment for you.

You can contact them either by email on or by calling 0800 2182247.
What should I do if I want to make changes to my home?
If you’re looking to make any changes to your home, other than basic cosmetic improvements, please make sure that you’ve received our permission.

You can request permission by completing the form below and sending this for the attention of our Customer Relations department, either by email to or by post.

Application for alterations form
What if I've changed my name and need to change it on my leaseholder documents?
To change the name on your lease or shared ownership agreement, you will need to discuss this with your solicitor.

To update your name on our records, you will also need to fill out this form here to let us know: Leaseholder change of name form

Please note that you'll need to bring the completed form, with the appropriate documentation, into our head office on Clarendon Road, Watford to confirm the change of name.
How do I make a payment for my rent and service charges?
There’s lots of different ways to pay, so you can choose the method which suits you best.

To set up a direct debit, please give us a ring on 0800 2182247 or fill out and return the direct debit form here.

You can pay online with Allpay. You’ll need your 19-digit payment number on your rent card to do this – if you don’t have one, please call us.

You can also call Allpay and pay using the automated phone service – call 0844 557 8321 and have your 19-digit payment number to hand in order to make the payment.

If you have a smartphone, you can pay via the Allpay app or textpay. Find out more about these here.

You can also pay by bank transfer. For the full details of who to transfer money to, please refer to the leaseholder and shared owner handbook.
I am a shared owner looking to buy a greater share of my home – who do I contact?
Yes, you can. You will be required to apply in writing, making sure that the letter has been signed and includes your contact details and address. This should be posted to our offices on Clarendon Road.

For further information about this, please refer to your handbook.

I've got some feedback for you – how can I get in touch?
It’s really helpful for us to receive feedback on our service to you. If you’d like to let us know how we’re doing, you can either email, call us on 0800 2182247 or fill out the form on our feedback page.

Additional information