Managing Your Account
If you're the Leaseholder, your name will usually remain on the account for as long as you own the property.
As the primary account holder, you're responsible for ensuring charges relating to the property are paid.
If there’s a sub-tenancy, the sub-tenant can be listed as the “Occupier” on the bills.
However, the responsibility for any unpaid charges still rests with you as the Leaseholder, unless the Building Owner or Managing Agent tells us otherwise.
Here’s what to do if you need to make any changes:
- If there’s a change of tenant, please submit a Change of Tenancy (COT) form via your online Customer Portal account within 30 days of their move-in or move-out date.
- If we don’t receive the form within 30 days, there may be charges for late notice.
Please note, we can’t process any changes before the tenant moves in or out. To avoid any issues, we recommend submitting the COT form on time.
If you need to change the name or surname on your account (for example, due to marriage or if a name is misspelt, please ensure your new and correct details are registered with us by completing our Minor Account Amendments online form.
Need help?
We’re here to make everything as simple as possible. If you have any questions or need help, please contact our Customer Care team and we’ll be happy to look into it for you.
You can call us on Monday to Friday from 9am-4pm on 01279 810 119. You can also speak to us on Live Chat or submit a ticket.