Your rights. Your building. How to reach us. Everything you need to know about your service charge, your statutory rights, consent applications, and what to do if something goes wrong.
If you live in a building managed by Neon Property Services, this page sets out how to contact us, what your rights as a leaseholder are, how the service charge works, and what to do if something is wrong.
We manage residential blocks across North, East London and Essex on behalf of RTM companies, residents' management companies, and freeholders. As managing agent, we deal with the day-to-day running of your building — maintenance, compliance, service charge management, and leaseholder communication. The decisions about how the building is managed are made by the directors of the responsible company, not by us, but we are the people you should contact when something needs to be dealt with.
We do not run an automated call centre or a ticket system. You contact us, and we deal with it.
Available on request — contact us by phone or email to be added.
Document access through BlocksOnline — ask us for your login details.
Emergencies: For genuine emergencies involving a risk to the building or to people — fire, flood, structural failure, gas leak — contact the emergency services first. Then contact us. We have emergency contacts for contractors and will coordinate the response.
The service charge is your contribution to the costs of maintaining and managing the communal parts of your building. It covers things like building insurance, communal area maintenance, compliance certificates, management fees, and contributions to the reserve fund for future major works. The amounts, the items it covers, and the process for demanding and accounting for it are all set out in your lease.
Buildings insurance, communal utilities, cleaning, maintenance, gardening, lift inspection, fire safety compliance, management fees, and reserve fund contributions.
An annual budget is prepared each year. Your share is demanded at the start of the service charge year. At year end, actual costs are reconciled against the budget. Any surplus is credited or carried forward per your lease.
You have statutory rights to request a summary of costs and inspect accounts. If you still disagree, you can apply to the First-tier Tribunal for a determination of reasonableness.
Your service charge money is protected.
Service charge funds for your building are held in a designated client account, separate from Neon's own funds and from the funds of any other building we manage. We hold Client Money Protection and are members of The Property Institute. Every transaction in your building's account is documented and accessible to your building's directors through our online portal.
As a leaseholder, you have statutory rights that exist independently of what your lease says. These rights protect your ability to understand how your building is managed and to challenge management that falls below the required standard.
What it means: You can request a written summary of the costs that make up your service charge for any accounting period within the last 24 months.
How to exercise it: Write to us requesting a summary of costs. We are required to provide this within one month of your request, or within six months of the end of the accounting period — whichever is later.
What it means: Following receipt of a summary of costs, you have the right to inspect the accounts, receipts, and other documents that support it.
How to exercise it: Write to us requesting inspection. We must provide access within one month. Documents can be inspected for two months following the summary, free of charge.
What it means: Before qualifying works above £250 per leaseholder are carried out, you must be consulted under the Section 20 process. This gives you the right to make observations and to nominate a contractor.
How to exercise it: You will receive a formal Section 20 notice at each consultation stage. Respond within the 30-day observation period. Your observations must be considered, though they do not give you a veto over the works.
What it means: You can apply to the First-tier Tribunal (Property Chamber) for a determination of whether your service charge is reasonable, or whether costs have been incurred in accordance with the lease.
How to exercise it: Applications to the Tribunal are made directly. We recommend seeking independent legal advice before making an application. The Tribunal can reduce or disallow charges it finds to be unreasonable.
What it means: If at least 50% of qualifying leaseholders participate, you may have the Right to Manage the building through the RTM process, without needing to prove that the current management is at fault.
How to exercise it: RTM requires a minimum of 50% of qualifying leaseholders to participate in an RTM company. The process involves serving a formal claim notice on the landlord. We recommend seeking specialist legal advice before starting the RTM process.
What it means: You are entitled to know the name and address of the managing agent appointed by the landlord and, in some circumstances, the name of the landlord.
How to exercise it: Contact us directly. We will confirm our details and the details of the responsible party for your building.
Most leases require you to obtain consent before making certain changes to your flat. Carrying out works without consent can be a breach of your lease with serious consequences, including being required to reinstate the flat at your own cost.
| Action | Consent needed? | What to do |
|---|---|---|
| Selling your flat (assignment) | Yes | Notify us in advance. Your solicitor will handle the formal consent process as part of the sale. A deed of covenant with the freeholder may be required. |
| Subletting your flat | Usually | Check your lease. Most leases require consent. Apply to us in writing before subletting. Subletting without consent where it is required is a breach of your lease. |
| Structural alterations — removing walls, changing layout | Yes | Apply to us in writing before starting any works. A licence to alter will be required. Structural works typically require a structural engineer's sign-off and may require building regulations approval. |
| Installing wooden floors (replacing carpet) | Usually | Check your lease. Many leases in purpose-built blocks require consent for hard flooring due to noise transmission. Apply before installation, not after. |
| Extending into the loft or roof space | Yes | Almost certainly not permitted without consent, and may not be permissible at all if the roof space is not part of your demise. Seek advice before proceeding. |
| Keeping a pet | Usually | Check your lease. Many leases prohibit pets or require consent. Apply to us if consent is needed. |
| Internal redecoration within your flat | No | Decorating the inside of your flat is your own business. No consent is required for internal redecoration that does not affect the structure or communal areas. |
Always check your lease before carrying out works.
The consent requirements vary by lease. What applies to one flat in a building may not apply to another if leases were granted at different times. If you are unsure whether you need consent for something, contact us before you start. It is significantly easier to get consent in advance than to deal with a breach after the fact.
If you are unhappy with how something has been handled, we want to know. Most issues are resolved quickly when they are raised directly with us.
Write to us by email at info@neonpropertieslondon.co.uk or by letter, setting out your complaint clearly. We will acknowledge your complaint within five working days and respond substantively within 15 working days.
If you are not satisfied with our response, you can request that your complaint is reviewed by a senior member of the team. We will respond to a review request within 15 working days.
If you have exhausted our internal complaints process and remain dissatisfied, you can refer your complaint to The Property Ombudsman, of which Neon Property Services is a member. The Ombudsman provides an independent review and, where appropriate, can require us to take remedial action or pay compensation.
Note: The Property Ombudsman deals with complaints about the managing agent's conduct and service. Disputes about the reasonableness of service charges or lease interpretation are dealt with by the First-tier Tribunal, not the Ombudsman.
If you have a maintenance issue, a consent application, a service charge query, or a complaint — we are the right people to contact.
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