Leaks into a flat are often caused by an issue within the property above, such as failed sealant around a bath or shower, a leak from pipework beneath a bath, or a leak from kitchen pipework.

Please try to contact the occupier of the flat above as soon as possible by knocking on the door or leaving a note.

You should also contact Maison Residential with the property address, details of the leak and photographs where possible. We will try to contact the leaseholder or occupier of the flat above and assist in establishing the source of the leak.

Where the source of the leak is within an individual flat, the repair will normally be the responsibility of that flat’s leaseholder. Responsibility will ultimately depend on the lease and the nature of the fault.

Responsibility depends on where the fault is located.

If the fault is with the handset or equipment inside the flat, the leaseholder or resident will normally be responsible for the cost of repair or replacement.

If the fault affects the communal intercom system, the repair will usually be arranged through the service charge.

Flat entrance doors are usually the responsibility of the leaseholder, subject to the terms of the lease.

This includes maintenance, replacement and any required fire safety upgrades. Flat entrance doors form an important part of the building’s fire safety arrangements, so they should not be altered or replaced without checking the lease requirements and obtaining any necessary consent.

Any replacement or upgrade should be suitable for the building and comply with applicable fire safety requirements.

You should not replace or alter windows without first obtaining written consent where required under the lease.

Consent is usually required from the freeholder or management company, particularly where the change affects the external appearance of the building. Replacement windows should normally match the original windows in style, colour, layout and finish unless otherwise approved.

Any leaseholder wishing to change their windows should contact us before instructing works.

Items should not be left in communal hallways, stairwells, landings or escape routes.

This includes bikes, pushchairs, shoes, furniture, boxes, plants and rubbish. Communal areas must be kept clear for fire safety, access and insurance reasons.

You should not fix anything to the outside of the building without prior written consent.

External items can affect the appearance of the building, the structure, other flats and the lease obligations. This includes satellite dishes, CCTV cameras, alarm boxes, air-conditioning units, vents, cables and external pipes.

At most of the developments we manage, residents have access to an unallocated resident parking space and an unallocated visitor space.

The precise arrangements vary between developments and parking is always subject to the rules applying at the building.

Where there is no parking barrier, residents are usually required to register for an electronic parking permit. Maison Residential can assist with arranging this.

Physical visitor permits were issued to the properties. Replacement visitor permits should be requested directly from National Parking Control - https://www.nationalparkingcontrol.co.uk/contact-us

Where the local council is responsible for collecting the bins, please report any missed or incomplete collections to the council directly.

Please also let Maison Residential know so that we are aware of the issue and can follow it up where necessary.

We are aware that some developments are currently experiencing problems with council collections. Reports from residents can help demonstrate the extent of the problem and support any action we take with the council.

Please report any dumped rubbish, furniture, building materials or other bulky items to us as soon as possible.

Where it is safe and appropriate to do so, please provide:

• Photographs of the items

• The date and approximate time they were left

• The flat number or identity of the person responsible, where known

• Any other relevant details

Please do not confront anyone or place yourself at risk.

We find that dumped items are often left by residents or their contractors during refurbishment works, house moves or furniture replacement. Household furniture, appliances, flooring, bathroom fittings and building waste are not normally included as part of the development’s regular refuse collection.

These items should be removed privately by the resident responsible or taken to an appropriate recycling or waste facility.

When items are left in the communal bin area, Maison Residential may have to arrange and pay for a separate collection. These costs are generally charged to the building and can increase service charge expenditure for all leaseholders.

Where the person responsible can be identified, we may seek to recover the removal costs from them, subject to the lease and the circumstances.