Improvements to our website

We have made changes to our website to improve the way it looks and to give residents a better experience. You can find out more about this update here. 

Problems paying your service charges

If you’re having problems paying your service charges, please contact us straight away or call your account officer. Their contact details are shown on your invoice.  We may be able to make a suitable payment arrangement for you.

Contact us now

You can also get advice from Citizens Advice Southwark. They‘re running a scheme, funded by Southwark council, to provide independent advice to leaseholders.

What happens if you don’t pay your service charges

Non-payment is a breach of the terms of your lease. You'll need to pay, or make an arrangement to pay, within one month of receiving an invoice.

Even if you’re challenging part of your service charges, your lease still requires you to make payment towards your charges.
  • If you fall behind with your payments, or respond to reminders we send, we'll contact your mortgage company to inform them of the breach of lease.
  • We'll then send you a letter of claim confirming the amount and the invoice(s) outstanding.

The Debt Pre-Action Protocol was introduced by the courts to encourage communication and engagement so we can settle any disputes, agree a payment plan and avoid court action.

We’ll give you 30 days from the date on the letter of claim to respond and/or pay what you owe. We’ll also send you:

  • an information sheet
  • a reply form
  • a financial information form
  • a court fee form which details some costs you might be charged if we take you to court

If we still don’t receive payment, then we may issue court proceedings to recover the service charge debt.

If you're having trouble paying or wish to seek Independent advice

If you're having trouble paying, it's important that you let us know.

You may also get independent advice from a number of other sources:

Citizens Advice Southwark offer an independent advice service aimed specifically at leaseholders. They can also help you to claim Universal Credit.

If you need help, call them on 0800 144 8444

London Mutual Credit Union is a financial co-operative that exists for the benefit of their members who live and/or work in Southwark, Lambeth, Westminster or Camden.

Telephone: 020 7787 0770


MoneyHelper was set up by the government to offer free and Impartial advice.

Telephone: 0800 138 7777

National Debtline offer free independent and confidential advice and can discuss options that may be available to you.

Telephone: 0808 808 4000

StepChange offers free debt and financial advice and a mediation service

Telephone: 0800 138 1111

Breathing Space could help relieve some of the pressure of dealing with creditors, and provide protection from interest and fees for its duration.

This should give you time to get debt advice and set up a solution to deal with your debts.

If you want to get your finances back on track, get free, debt advice by calling 0800 138 1111 and you could apply for Breathing Space to take the pressure off while you get the help you need.

The Leasehold Advisory Service (LEASE) is a government funded body providing free advice on leasehold law.

Telephone: 020 7832 2500

Our Local Support Team offers an income maximisation service for vulnerable or disabled people. The team are also responsible for administering the Hardship Fund and the Southwark Emergency Support Scheme, helping customers who are facing severe financial difficulties.

Telephone: 020 7525 2434


Help with housing costs

If you’re out of work or on low income, you could get a Universal Credit payment to help pay your housing costs.

  • This might include help towards the cost of building insurance, or for service charges such as the cost of some shared services, repairs and maintenance.
  • You might also qualify for help with mortgage interest payments.

Visit Universal Credit’s website for more information or call them on 0800 328 5644.

Page last updated: 25 September 2023


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