We're here to help. If you can't find what you're looking for below, please don't hesitate to call us on 01483 411770 or email info@grangemanagement.com How to Report a Repair Residential repairs: If you have a repair to report, please contact us on 01483 411770. Retirement repairs: If you have a repair to report, please contact us on 01483 411770. Commercial repairs: Repairs should be reported in the first instance to Grange Management's Commercial Property Manager, Alex Hughes, via email – alex.hughes@grangemanagement.com or via phone 01483 411727. Commercial Commercial - FAQs Commercial - Documents Retirement Retirement - FAQs Retirement - Documents Residential Residential - FAQs Residential - Documents Commercial - FAQs Who do I pay the rent to? An invoice will be issued by Grange Management on the first day of every quarter. Who is responsible for repairing which items? The majority of leases dealt with by Grange Management are effectively full repairing and insuring leases. This means that a tenant is responsible for the maintenance of the interior parts of the premises, with Grange Management being responsible for any communal areas. Full details are contained within each lease. I want to make a change to the layout of the premises. Who should I contact? If a tenant wants to make an internal non structural change to the premises, then in most cases they are free to do so, unless the lease specifically states that the landlords consent must be obtained. If the alteration is structural, then the landlord's approval must be obtained and a formal Licence to Alter entered into. Prior to making any changes to the premises please get in touch with us. I wish to assign the lease. Who should I contact? If you wish to assign the lease and your lease allows this, please contact us first. We will refer the matter to your landlord and their solicitor. How do I report a repair to a commercial property? Commercial property repairs only should be reported in the first instance to Grange Management's Commercial Property Manager, Alex Hughes, via email – alex.hughes@grangemanagement.com or via phone 01483 411727. Please do not report Residential or Retirement repairs using these contact details. If you have a Residential or Retirement emergency, please contact us on 01483 411770. Our lease is coming to end how do we go about establishing a new one? It is important that tenants keep a note of when your lease is due to end and open negotiations with Grange Management at least 6 months in advance of the end date. This ensures there is sufficient time to establish each party's position, reach an agreement where possible and complete legal documentation as swiftly as possible. Negotiations can be started by contacting Grange Management's Senior Commercial Property Manager Patrick McHale via email patrick.mchale@grangemanagement.com or 01483 411711. Who is responsible for the health and safety within the premises? The health and safety within the premises is the responsibility of the tenant. The landlord is responsible for the health and safety of any communal areas. As the majority of the premises managed by Grange Management are located below residential property, copies of health and safety reports will need to be supplied to Grange Management upon request. If you have a Residential emergency please click here for contact details. If you have a Retirement emergency please click here for contact details. Who should be contacted in the event of an emergency? After first calling the emergency services, please contact Grange Management via Grange Management's Commercial Property Manager Alex Hughes, via email – alex.hughes@grangemanagement.com or via phone 01483 411727. If you have a Residential emergency please click here for contact details. If you have a Retirement emergency please click here for contact details. Commercial - Documents Grange Commercial Service Level Agreeement.pdf Grange Complaints Booklet.pdf Retirement - FAQs Why do I pay a service charge and what does the service charge cover? The service charge covers provision of services dictated by the terms of the lease/transfer. If you live in a block of apartments, you will no longer need to organise the repairs and upkeep of the main building, as this will be undertaken by Grange in accordance with your lease. Similarly, if you live on a private housing development where a management company has been formed to maintain the communal grounds, a managing agent may have been employed to manage these areas on behalf of the management company. The service charge will vary from estate to estate, block to block, but some of the things that might be included are: Buildings Insurance (but not contents insurance – responsibility for this lies with the homeowner Maintenance of the shared parts of the building (as defined in the lease) Grounds maintenance or gardening External or internal communal lighting or heating Cleaning of internal communal areas General repairs to the communal areas Cost of on site staff such as a scheme manager What is a reserve fund? A reserve fund is there to address future repairs and replacements of items such as lifts, communal windows & doors, fire alarm systems, roofs, drives and paths, car parks etc. How much service charge will I have to contribute? The amount you and your neighbours will have to contribute will be defined in your lease or transfer document. The amount will be stated as a fraction, percentage or sometimes it will simply say that you should pay a reasonable share. You may also be obliged to pay for communal facilities. This may mean that you will contribute towards the cost of the lift, even though you live on the ground floor. How is the service charge set and by whom? A service charge budget is prepared for a 12-month period, typically from January to December, but this may vary depending on the lease or management company details. The budget will be prepared some months in advance. As managing agents, we will obtain quotes from contractors ensuring you receive best value for money. We will also prepare the budget based on the scheme's historical expenditure. It will be necessary to ensure any increases for VAT or RPI are taken into account. You will however receive detailed explanation notes to accompany the budget. Is the managing agent obliged to hold a meeting to discuss the budget? Unless the lease or transfer document requires a meeting to be held, we are under no obligation to meet you before the service charge budget is set. However, it is Grange's policy to discuss draft budgets with residents at a meeting or where applicable, directly with the Resident Management Company directors or Right to Manage Company who have the authority to approve it. Once the budget is agreed, it will be issued to all residents and will be effective from the beginning of the financial year. What happens to the surplus or overspend on the service charge budget? We use all the information available to prepare a service charge budget. Should the service cost change during the course of the year or the scheme incurs unforeseen expenditure, the actual costs may differ from those estimated at year end. If this is the case, the service charge accounts will show the overspend. However, some services provided may also cost less than the estimated figure. In this instance, the service charge accounts will show a surplus. Both overspend and credits will be highlighted in the notes that accompany a copy of the certified accounts. Any surplus belongs to the homeowners, but the lease or transfer documents may stipulate how the surplus is refunded. The surplus is usually refunded to residents or off-set against future bills. Some leases or transfer documents may stipulate the surplus is to be transferred into the reserve fund, but you will be notified of the specific arrangements for your scheme. Any overspend will need to be recovered from the homeowners. You will receive an invoice for your share of the overspend. My property has not been occupied for several months. Do I still need to pay the service charge even though the property is empty? The lease or transfer document does not allow for discounts to be given during periods of non-occupation, otherwise there would not be enough money to pay the cost of the services provided. Can the managing agent take commission or keep a rebate when they buy services on behalf of the leaseholders? Whilst it is lawful to keep commission earned from services purchased on behalf of the scheme or management company, Grange believes in transparency and will declare any such administration commissions to our residents up front. What happens if I do not pay my service charge? Payments are due in accordance with the legally binding contract that you signed when you bought the property. As owners cannot subsidise the non-payment of others we operate a robust arrears chasing policy. A copy of this is available on request. However if you have a genuine query or payment difficulties then please contact us. We will always endeavour to assist with additional information or advice, albeit that we cannot reduce the charge for any individual. Do I need permission to make alterations to my property? Where you are making structural alterations to your property including changing windows, changing bathroom to a shower room or building a conservatory, you may need to apply for and receive a licence from us to undertake the works. Please contact us for further details and an application form. Retirement - Documents Grange Data Protection Passwords Form.pdf Grange Empty Properties Policy.pdf Grange Service Charges FAQs.pdf Grange Data Protection Disclosure Authority.pdf Grange Service Charges-Rights Obligations.pdf Grange Service Level Agreement.pdf Grange Guide to selling your property.pdf Grange Retirement Leaseholders Guide Booklet.pdf Grange Complaints Booklet.pdf Grange Guide to sub-letting your retirement property Residential - FAQs Why do I pay a service charge and what does the service charge cover? The service charge covers provision of services dictated by the terms of the lease/transfer. If you live in a block of apartments, you will no longer need to organise the repairs and upkeep of the main building, as this will be undertaken by Grange in accordance with your lease. Similarly, if you live on a private housing development where a management company has been formed to maintain the communal grounds, a managing agent may have been employed to manage these areas on behalf of the management company. The service charge will vary from estate to estate, block to block, but some of the things that might be included are: Buildings Insurance (but not contents insurance – responsibility for this lies with the homeowner Maintenance of the shared parts of the building (as defined in the lease) Grounds maintenance or gardening External or internal communal lighting or heating Cleaning of internal communal areas General repairs to the communal areas Cost of on site staff such as a scheme manager What is a reserve fund? A reserve fund is there to address future repairs and replacements of items such as lifts, communal windows & doors, fire alarm systems, roofs, drives and paths, car parks etc. How much service charge will I have to contribute? The amount you and your neighbours will have to contribute will be defined in your lease or transfer document. The amount will be stated as a fraction, percentage or sometimes it will simply say that you should pay a reasonable share. You may also be obliged to pay for communal facilities. This may mean that you will contribute towards the cost of the lift, even though you live on the ground floor. How is the service charge set and by whom? A service charge budget is prepared for a 12-month period, typically from January to December, but this may vary depending on the lease or management company details. The budget will be prepared some months in advance. As managing agents, we will obtain quotes from contractors ensuring you receive best value for money. We will also prepare the budget based on the scheme's historical expenditure. It will be necessary to ensure any increases for VAT or RPI are taken into account. You will however, receive detailed explanation notes to accompany the budget. Is the managing agent obliged to hold a meeting to discuss the budget? Unless the lease or transfer document requires a meeting to be held, we are under no obligation to meet you before the service charge budget is set. However, it is Grange's policy to discuss draft budgets with residents at a meeting or where applicable, directly with the Resident Management Company directors or Right to Manage Company who have the authority to approve it. Once the budget is agreed, it will be issued to all residents and will be effective from the beginning of the financial year. What happens to the surplus or overspend on the service charge budget? We use all the information available to prepare a service charge budget. Should the service cost change during the course of the year or the scheme incurs unforeseen expenditure, the actual costs may differ from those estimated at year end. If this is the case, the service charge accounts will show the overspend. However, some services provided may also cost less than the estimated figure. In this instance, the service charge accounts will show a surplus. Both overspend and credits will be highlighted in the notes that accompany a copy of the certified accounts. Any surplus belongs to the homeowners, but the lease or transfer documents may stipulate how the surplus is refunded. The surplus is usually refunded to residents or off-set against future bills. Some leases or transfer documents may stipulate the surplus is to be transferred into the reserve fund, but you will be notified of the specific arrangements for your scheme. Any overspend will need to be recovered from the homeowners. You will receive an invoice for your share of the overspend. My property has not been occupied for several months. Do I still need to pay the service charge even though the property is empty? The lease or transfer document does not allow for discounts to be given during periods of non-occupation, otherwise there would not be enough money to pay the cost of the services provided. Can the managing agent take commission or keep a rebate when they buy services on behalf of the leaseholders? Whilst it is lawful to keep commission earned from services purchased on behalf of the scheme or management company, Grange believes in transparency and will declare any such administration commissions to our residents up front. What happens if I do not pay my service charge? Payments are due in accordance with the legally binding contract that you signed when you bought the property. As owners cannot subsidise the non-payment of others we operate a robust arrears chasing policy. A copy of this is available on request. However if you have a genuine query or payment difficulties then please contact us. We will always endeavour to assist with additional information or advice, albeit that we cannot reduce the charge for any individual. Do I need permission to make alterations to my property? Where you are making structural alterations to your property including changing windows, changing bathroom to a shower room or building a conservatory, you may need to apply for and receive a licence from us to undertake the works. Please contact us for further details and an application form. Residential - Documents Grange Guide to sub-letting your RESIDENTIAL property.pdf Grange Empty Properties Policy.pdf Grange Guide to selling your property.pdf Grange Service Charges FAQs.pdf Grange Service Charges-Rights Obligations.pdf Grange Service Level Agreeement.pdf Grange Guide to sub-letting your FREEHOLD property.pdf Grange Residential Leaseholders Guide.pdf Grange Complaints Booklet.pdf Grange Data Protection Passwords Form.pdf Grange Data Protection Disclosure Authority.pdf Contact us for further information. Call us on: 01483 411770 Email at: info@grangemanagement.com Grange Property Management The Mill, Abbey Mill Business Park, Lower Eashing, Surrey, GU7 2QJ SERVICES CUSTOMER HELP ABOUT US CONTACT US NEWS Get in touch: 01483 411770 info@grangemanagement.com © 2021 Grange Property Management Terms and Conditions Privacy Policy Cookies Privacy Matters Site by Kyan We use cookies to make our site work and to improve our online services. 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