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Before the letters multiply

Remove the argument about what the lease says. Then deal with what is actually left.

When both sides query the same signed lease, receive the same source-cited answer and can open the same cited clause on the same page, the argument about what the lease says goes away. What remains is the actual question: what happened, what evidence is missing and what should happen next.

Check one lease freeAlready registered? Sign in Explain the legal words
You are acting asLeaseholder, occupier, director, freeholder, agent or organisation
Other partyThe other affected role
How this page helpsJoint source set, separate conclusions

One shared starting point

Move the argument from memory to evidence.

01

Use the same source set

Confirm the signed lease, plan, variations, In plain EnglishA lease that sits above another lease and below the freehold or another superior interest.Open the plain-English glossary and any report both sides are actually reviewing.

02

Ask one neutral question

Describe the event without assuming who is responsible, whether a charge is payable or whose interpretation wins.

03

Open the clause and page

Compare the source, party role, missing evidence and strongest alternative reading before sending another letter.

The locksmith moment

Water is moving. The correspondence should not move faster than the repair.

First control the leak and record the damage. If the cause is unclear, get the right technical evidence. Then use the lease to separate the pipe, structure, repair duty, payment route and insurance question.

  1. Make the immediate situation safe.Stop or contain the leak and record damage, dates and access attempts.
  2. Establish the likely cause.Use a plumber or surveyor when the source is disputed or unclear.
  3. Ask LEASE-iQ the same question.Show the repairing In plain EnglishA binding promise in the lease to do something, pay something or not do something.Open the plain-English glossary, defined property, roles, page and strongest counter-reading.
  4. Send one note that links each point to the relevant document.State what is supported, what is missing and the next practical action.
  5. Escalate only the unresolved point.Use mediation or a focused professional brief if disagreement remains.

Invite the other side

Prepare a neutral invitation.

Do not enter names, addresses or title numbers. Nothing typed here is sent or stored.

Second pass before sending

Test the other side's case. Then rewrite for a practical next step.

This is not about conceding the point. It is a way to find the strongest competing reading, remove avoidable heat and make the unresolved decision easier to act on.

01

Look at the issue from the other side

Ask LEASE-iQ for the strongest reasonable interpretation available to the other role, with the same clauses, pages and missing evidence visible.

02

Rewrite the letter around a solution

Keep the supported facts and source references. Remove accusations, speculation and unnecessary legal language. Make the next practical action clear.

Free steps before paid advice

Use the lowest-cost rung that fits the unresolved point.

Most of this ladder is free. It is a sequence, not a rule that every case must use every rung. A safety issue, formal notice, court or tribunal deadline, limitation point or threatened forfeiture needs prompt specialist advice. LEASE offers free independent guidance and can be used at any stage.

  1. 01 · Free

    Ask in writing, quoting the lease clause

    State the exact decision or explanation needed. Identify the clause and page. Ask for the evidence relied on and a dated response.

  2. 02 · Free statutory request

    Request a summary of relevant costs

    A tenant can make a written request under section 21 of the Landlord and Tenant Act 1985, subject to the provision's scope and exceptions. Keep the request and response.

    Open section 21
  3. 03 · Free statutory request

    Then request facilities to inspect the supporting documents

    This rung follows receipt of the summary. A section 22 request must be made within six months of receiving it. The provision then sets the landlord's timing and facilities duties. Do not reverse steps 02 and 03.

    Open section 22
  4. 04 · Usually free

    Escalate to the agent's principal

    The agent acts for someone. Identify the landlord, RMC or RTM company that appointed it, send the same source set, and ask who is accountable for the decision and response.

  5. 05 · Free

    Use the agent's formal complaints procedure

    Follow the published stages and keep the complaint, acknowledgements, evidence, response and final position together.

  6. 06 · Free to the complainant

    Use the applicable redress route

    For qualifying property-management work in England, the business must belong to a government-approved redress scheme. Complain to the firm first, then use its named scheme if the complaint remains unresolved. Wales has a different framework, so check the current Welsh route for the work and business involved.

    Check the government redress guidance
  7. 07 · Membership route

    Check the relevant professional body

    If the firm or individual is a member, check The Property Institute or RICS directory and complaint route. Membership is voluntary or role-specific and is not a universal statutory regulator.

    The Property Institute complaints RICS complaints
  8. 08 · Application fee and cost risk

    Consider the property tribunal route

    In England, the First-tier Tribunal can determine service-charge liability questions under section 27A. In Wales, the leasehold valuation tribunal route and procedure differ. Sections 21 to 24 of the Landlord and Tenant Act 1987 contain a separate manager-appointment route, including a preliminary notice and statutory grounds. It does not transfer excluded building-safety functions. Get advice on the correct application, respondent, remedy, timing, fee and cost risk.

    Protect the route before agreeing anything. Section 27A bars an application where the matter has been agreed, admitted, arbitrated or already determined. Payment alone is not agreement or admission. A clear agreement or admission, including one inferred from conduct in context, can still affect the route, so get advice before signing or stating that the matter is agreed.

    Service-charge jurisdiction Manager appointment Cain decision Welsh tribunal route
  9. 09 · Free independent guidance

    Ask LEASE to check the route

    Use the Leasehold Advisory Service for free independent guidance before choosing a paid step or completing a tribunal application.

    Open LEASE
  10. 10 · Paid, last unless risk makes it urgent

    Give a solicitor one bounded instruction

    Send the lease clause, chronology, requests, responses, missing evidence, deadline and exact remedy sought. Ask for scope, fee basis and the immediate step needed to protect the position.

Why this route exists

The published evidence points in the same direction.

EvidenceCivil Procedure Rules: pre-action conduct

Parties should exchange enough information to understand each other's position, try to settle and reduce costs.

EvidenceGovernment guide to civil mediation

Early mediation can reduce time and money and open dialogue before positions become fixed.

EvidenceLEASE water-leak guidance

Responsibility varies with the lease, affected pipes or structure, and evidence about the cause.

EvidenceHousing Ombudsman leak decision

Withholding or failing to explain a contractor report contributed to suspicion about responsibility.

When to get help

Shared evidence may narrow the disagreement. It does not decide it.

Use a surveyor, mediator, tribunal or specialist solicitor when value, safety, a deadline or professional judgment becomes material.