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Information for Home Owners

  • How do I get a copy of my lease?

    We do not hold copies of all leases. Please contact the Service Centre who will be able to double check whether we have a copy of your lease.

    You can do this by calling 020 7613 8080 or emailing customerservice@newlon.org.uk. If we do have a copy you will need to pay a £30 fee.

  • How can I extend my lease?

    If you own 100% of your property and would like to extend a lease you can apply to do so. You need to have owned 100% of your property for two years or more. To extend a lease you will need a solicitor to serve Newlon with a Section 42 Notice and a copy of the lease. You will also need to instruct a surveyor to carry out a valuation. Once we receive the Section 42 notice we will instruct our valuers, and our solicitors will advise whether the offer has been accepted. If you have any questions about section 42 notices then you should ask your solicitor.

    If you are a Shared Owner (owning less than 100% of your property), you should put your request in writing to us. You need to have owned  your property for two years or more, have a clear rent account and be living at the property.

    You are responsible for paying solicitors fees and the cost of a valuation. Valuation fees will need to be paid upfront and are non-refundable.

    For more information about lease extensions you can visit www.lease-advice.org.uk.

  • How can I resell my property?

    If you are a Shared Owner you can resell your property at any time regardless of how long you have lived there. There is a ‘nomination period’, usually between six to eight weeks (although the exact period is dependant on what is in your lease), in which we will try to find a suitable buyer.

    In order to start the process you will need to complete our ‘Resale Instruction’ form, which can be found in the selling your home section of our website, and send it to resident.sales@newlon.org.uk. When we have instructed a surveyor and received a valuation you will be required to complete the ‘Notice of Intention to Proceed’ form and provide an Energy Performance Certificate so we can begin marketing your property.

    If we are unable to sell your property within the nomination period you will be permitted to sell it on the open market. You must not advertise or sell your property for under our valuation price. Any purchasers must take part in a financial assessment to ensure they are eligible for a Shared Ownership property.

  • How can I staircase (buy more of my Shared Ownership home)?

    Increasing the share of your home that you own is called ‘staircasing’. Most Shared Owners have the right to staircase, but you should check your lease to make sure.

    You can usually staircase up to a maximum of three times in addition to the initial share you purchase. Please remember to check the terms of your lease before staircasing as this can vary from scheme to scheme.

    The minimum additional share you can purchase when you staircase is 10%. When you make your final allowed staircasing transaction you can only purchase the remaining share to ensure you own 100% of your home. For example, if you initially buy a 40% share and then staircase two further times, buying an additional 20% the first time and 10% the second time (so you own 70% of your home), you must purchase 30% when you staircase a third and final time.

    In order to continue you must complete a Staircasing Instruction Form. You will also need to select a surveyor from our approved list and pay for a valuation. Once the valuation is received then if you decide to proceed you will need to complete a ‘Notice to Proceed form’, and instruct a solicitor. We will instruct our solicitor simultaneously.

    If you would like further information about staircasing please contact our Service Centre on 020 7613 8080 or email customerservice@newlon.org.uk.

  • If I am a Leaseholder then what am I responsible for in my home?

    As a Leaseholder you are responsible for any issues within your property and any internal items which solely service your property.

    Depending on the terms of your lease then as your landlord we might be responsible for any issues with your windows, front entrance doors and any balcony or garden doors. Please consult your lease in order to find out.

    To find out more please call us on 020 7613 8080 or email customerservice@newlon.org.uk.

  • What if I have a service charge query?

    If you have a query about service charges please contact the Service Centre or email customerservice@newlon.org.uk.

    If there is a problem with the quality of services provided, such as an issue with cleaning, then details will be taken and the Service Centre will commence action to rectify the problem. If the query cannot be dealt with by the Service Centre, and it is the first time it has been reported within the last six months, the issue will be forwarded on to the Estates team to deal with. If this issue has already been raised within the last six months then this will be processed as a complaint.

  • As a homeowner can I sublet my property?

    The terms of your lease will specify if you are allowed to sublet your property.

    If you are a Leaseholder (owning 100% of your property), then you can usually do so as long as you seek our permission. You will need to complete the subletting application form. This should be sent to customerservice@newlon.org.uk.

    If you are a Shared Owner then your lease will usually not allow this. You are also not permitted to use Airbnb or any other short term rental scheme.

    In exceptional circumstances we may allow Shared Owners to sublet, by you should contact us to find out. If you believe you have a valid reason and want to apply then you will need to complete an application form and pay an administration fee. Once the application form and payment have been received and processed then we will make a decision within 10 working days as to whether or not to grant permission.

    Whether you are a Leaseholder or Shared Owner then if you intend to sublet your property you will need to make us aware of who will be living at the property. You would still be responsible for all repairs and the behaviour of those subletting, so we must have your relevant correspondence address and all contact details.

  • Can I have a lodger?

    If you are a Shared Owner or Leaseholder you do not need our permission to take in a lodger. However, you must first check that your lodger can legally rent in England as you risk a heavy penalty if they can’t. You can find out more about how to do this at www.gov.uk/check-tenant-right-to-rent-documents.

  • How can I stop receiving a previous residents’ bills?

    Firstly you should ensure you have contacted all utility suppliers and informed them you are the current resident and therefore not responsible for the old bills. You should also provide suppliers with the initial meter readings when you first move in.

    If further proof is needed then we are able to contact suppliers with proof of when your tenancy started. Please contact our Service Centre on 020 7613 8080 or email customerservice@newlon.org.uk to discuss. If after this you continue to receive old bills we are able to contact the supplier directly to discuss settling them.

  • Does Newlon provide contents insurance?

    We do not provide contents insurance for residents but we can help you obtain it at a price that is affordable through a scheme called ‘My Home’, in conjunction with the National Housing Federation. You can contact the National Housing Federation direct to find our more at http://thistlemyhome.co.uk.

    For homes where we provide white goods, for instance washing machines and cookers, these are covered by our insurance and we remain responsible for them.

  • Does Newlon provide buildings insurance?

    If you rent a home from Newlon we are responsible for providing buildings insurance.

    If you are a Shared Owner or 100% Leaseholder the cost for the insurance is covered through your service charges.

    The policy covers your main residence, outbuildings, forecourts, fixtures and fittings, garages, walls, piping, wires and any public mains that you and fellow residents are responsible for.

    If you have to make a claim against the buildings insurance there is a £100 excess to be paid for each and every loss. To make a claim contact Zurich Municipal Claims Unit on 0870 241 8050 during office hours (9am – 5pm), or in an emergency call 0800 028 0336. You will need to quote your name, policy number and housing provider. Newlon’s policy number is JHA-22S358-0013. Current insurance certificates can be provided if requested by contacting our Service Centre on 020 7613 8080 or emailing customerservice@newlon.org.uk.

    If you reported a repair and we failed to remedy it within our published timescales then we may be liable for any furniture or other belongings which have been damaged as a result, and you can make an insurance claim. All claims should be e-mailed to insurance@newlon.org.uk. You will need to provide the background details, a description of what the damaged items are, their value, any evidence of the value, any evidence of the damage, as well as details of why you believe Newlon is liable. This will then be referred onto our insurance company to investigate and determine whether you are entitled to compensation.

  • How do I change my correspondence address?

    If you wish to change your correspondence address then you will need to let us now the reason, and pass the necessary ID checks. Please call us on 020 7613 8080 or email customerservice@newlon.org.uk.