Leaseholders are an important part of the Holyrood community, and this page is here to support you with clear, accessible information about your rights, responsibilities, and the issues that matter most. Whether you’re dealing with service charges, repairs, communication with the council, or simply want to understand processes more clearly, HEART is here to help you feel informed and supported. We know that leasehold matters can be complex and sometimes frustrating, so this space brings together practical guidance, useful resources, and updates on the work we’re doing to raise concerns collectively. You’re not on your own — as a community, we can share knowledge, strengthen our voice, and work towards fair treatment for all leaseholders on the estate.
Leaseholders on Holyrood Estate often deal with a similar set of challenges, many of which come down to communication, clarity, and consistency. This page highlights the most common issues residents experience, so you know you’re not alone — and so we can work together to push for fairer treatment and better standards.
Many residents receive bills that don’t clearly show what work was done, why it was needed, or how costs were calculated. Missing invoices, vague descriptions, and inconsistent breakdowns are frequent concerns.
Some repairs take a long time to complete, or are carried out to a poor standard. Leaseholders often feel they’re being charged for work that doesn’t match the quality or urgency expected.
A recurring issue is the difficulty in obtaining proper documentation — invoices, contracts, or proof that work was actually done. Without evidence, it’s hard to judge whether charges are reasonable.
Residents often report slow responses, unanswered questions, or replies that don’t address the issue raised. This makes it harder to resolve problems and leaves people feeling ignored.
When major works are proposed, the consultation process can feel rushed, unclear, or incomplete. Leaseholders sometimes feel they’re being told rather than consulted.
Different blocks on Holyrood sometimes receive different levels of service, leading to confusion about why some residents are charged more or less for similar work.
Repairs, complaints, service charge queries, and escalation routes can be complicated. Many residents feel unsure about the correct steps to take or who to contact.
Leaseholders often think they’re the only one experiencing a problem — until they speak to neighbours and realise the issues are shared. HEART exists to bring people together so no one has to navigate these challenges alone.
Residents sometimes feel left in the dark about future works, budgets, or estate‑wide decisions that affect their homes and finances.
All of these issues can create anxiety, especially when large bills arrive without clear explanations. Having a supportive community space helps reduce that pressure.
Service charges can be stressful, especially when bills arrive unexpectedly or without clear explanation. Many Holyrood leaseholders are in the same position, and there are steps you can take to protect yourself, understand your rights, and get support. You don’t have to deal with it alone.
It’s important to stay engaged. Ignoring letters can lead to arrears or escalation. You can still challenge the charges, but staying in communication helps keep things manageable.
You have the right to see:
invoices
contracts
explanations of costs
details of how charges were calculated
If something doesn’t make sense, ask for clarity. You’re entitled to it.
If you’re worried about arrears but still believe the charges are wrong, you can pay while clearly stating in writing that you dispute the amount. This protects your position while you challenge the charges.
Emails and letters create a clear record of:
what you asked
when you asked
how the council responded
This is incredibly helpful if you need to escalate the issue later.
You may find others have the same concerns. When residents share information, patterns become clearer and challenges become stronger. HEART can help connect you.
If you’re unsure about your rights or next steps, you can get general guidance from:
Citizens Advice
Leasehold advisory services
A housing solicitor
You don’t need to face this alone.
If informal discussions don’t resolve things, you can apply to the First‑tier Tribunal (Property Chamber). They can decide whether charges are:
reasonable
payable
properly supported by evidence
Many people represent themselves.
HEART can’t act as legal representatives, but we can:
help you understand the process
share templates and guides
connect you with other residents
support you in organising your documents
raise shared concerns collectively
A stronger community voice helps everyone.
Most problems start because leaseholders are told things that don’t match the lease. Encourage residents to check:
what the council can charge for
what they must maintain
how costs should be split
whether certain services are even included
A surprising number of disputes come down to “the lease doesn’t say that”.
A simple folder — digital or physical — can save huge stress later. Residents should keep:
service charge bills
breakdowns
emails
photos of repairs
notes from phone calls
This becomes invaluable if they ever need to challenge charges or escalate an issue.
Councils often give general statements like “this is standard practice” or “these are the costs”. But leaseholders have the right to see:
invoices
contractor reports
schedules of work
proof of completion
Evidence is what matters, not reassurance.
If charges seem unusually high, the issue may be how costs are being divided between flats or blocks. Residents can ask:
how their share was calculated
whether the split matches the lease
whether costs were allocated to the correct block
Misallocation is more common than people think.
The law requires service charges to be:
reasonable in amount
for necessary work
carried out to a reasonable standard
If something feels unreasonable, it’s worth questioning.
If work is rushed, incomplete, or clearly below standard, leaseholders can:
take photos
report it immediately
request inspection
challenge related charges
You shouldn’t pay for work that wasn’t done properly.
One leaseholder raising an issue can be ignored. Ten leaseholders raising the same issue cannot. HEART can help coordinate:
shared concerns
group letters
collective evidence
estate‑wide patterns
This strengthens everyone’s position.
If the council isn’t responding or keeps avoiding the question, residents can escalate through:
formal complaints
councillors
MP involvement
the First‑tier Tribunal
Escalation isn’t aggressive — it’s part of the process.
Many people imagine it’s intimidating. In reality, it’s:
informal
accessible
designed for ordinary people
focused on facts, not emotion
Most leaseholders represent themselves successfully.
Leasehold issues can be overwhelming. Encourage residents to:
talk to neighbours
share concerns with HEART
ask for help early
take breaks when needed
A supportive community makes everything easier.
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