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Customer helpline - bank holiday closure

Our Customer Services team will be signing off for the bank holiday weekend at 8pm on Friday 28 April, and back on Tuesday 2 May at 8am. Our normal out of hours emergency service will be available during this time on 0800 3 282 282.

Remember that you can raise all non-emergency enquiries via our online contact us forms.

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Selling and re-mortgaging your home

If you are selling or re-mortgaging your property, your acting solicitors will request a pre-assignment pack (sometimes known as a management pack). Due to the Data Protection Act, we can only supply this pack to you or your appointed legal representative.

The fee for our standard pack issued to solicitors electronically is £330 (including VAT) for a leasehold or shared ownership property and £190 (incl VAT) for a freehold property.  If your solicitor would like this issued in hard copy format our standard fees are £400 (inc VAT) for a leasehold or shared ownership property and £250 (including VAT) for a freehold property.  Please note all our responses are issued in 10 working days from the date payment is received.  You can pay this over the phone using your credit or debit card.

Should you require an earlier response, the Home Ownership Team offer a Fast Track Service to complete in five working days for £500 (including VAT).  Please note fast track payments can only be taken over the phone and all responses are issued electronically.

Our standard pack contains key information including:

  • The current balance of the service charge account
  • The last three years actual expenditure and estimated costs
  • Details of any planned major or cyclical works to be carried out in the next two years
  • Details of the Buildings Insurance
  • Details of any asbestos or fire risk assessment carried out (if applicable)
  • Registration information
  • Details of any alterations or breaches of the lease

Should you require additional information, we charge a further fee of £165 (including VAT) for electronic responses and £220 (including VAT) for responses by post.

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