At Gecko, our dedication to exceptional customer care is unwavering. We wholeheartedly strive to deliver top-notch customer service that not only meets but exceeds our customers' expectations. Listening to our customers and showing them the respect they deserve is at the core of our approach.

We handle inquiries with a helpful and friendly demeanour, ensuring that every interaction is a positive one. Recognizing the diverse needs of our valued customers, we make it our mission to customize our services to cater to each individual requirement, every single time. Your satisfaction is our priority.

As a valued leaseholder, we uphold specific standards to ensure your satisfaction:

• You'll receive a leaseholders handbook within 1 month.
• We use clear, plain English in our communication.
• We're transparent about charges and repayment options.
• Service Charges are fair, reasonable, and clearly explained.
• We actively listen, engage, and consult with you.
• We seek your feedback at least once every 3 years through formal surveys.
• We hold annual open forums to meet with leaseholders.

These promises are reviewed annually.

Your Lease:

When you purchased your property with a long lease, you gained the right to reside there for a set number of years. Southway retains the freehold interest and acts as your landlord. We manage building maintenance, shared areas, and services.

Your lease mandates your contribution to managing and maintaining the block and common areas, known as service charges (explained in detail later). You're responsible for home upkeep, garden maintenance (if included), and regular appliance care. Adhering to your lease's terms and conditions is crucial. Seek Southway's consent for alterations, subletting, remortgaging, or securing loans against the property. Your lease is legally binding; please read it carefully.

Zurich Municipal Building Insurance

Rest easy knowing that your property is protected by Zurich Municipal, our building insurance partner. We've sent the certificate straight to your solicitor and it's also included in your Home User Guide that we gave to you on moving-in day (it's in your online documents too).

Contents Insurance

Now, when it comes to the things inside your home, it's a different story. We want to make sure your cherished possessions are protected, but it's up to you to arrange Contents Insurance because, unfortunately, we don't cover the contents of your place.

We're always here to assist you. If you have any questions or need guidance on insurance matters, don't hesitate to reach out. Your peace of mind means the world to us.

We're here to help

Our friendly and experienced Shared Ownership Sales & Customer Care teams are here to guide and support you throughout the entire purchase process, whatever you may need. 

Even after you’ve moved into your lovely new home, our commitment to you doesn’t stop. If you need any assistance with reporting issues, arranging your defect inspection, exploring your Staircasing options or if you want to sell your home, we’re always just an email, phone call or social media message away. Get in touch.

What will I pay?

You’ll pay rent on the part of the home that you don’t own, which will be paid to our parent company Southway Housing Trust on a monthly basis. We will set up your Direct Debit in your My Account section.

Your rent amount will have already been agreed upon, based on the property’s value, the percentage share you own and the deposit you paid. Your rent and service charges will be reviewed on an annual basis which is usually in April each year (this will be outlined in your leasehold agreement).

What about ground rent?

Your lease may allow us to charge you Ground Rent, which is an annual charge that is fixed for a set number of years. If your lease means you need to pay ground rent, we will invoice you each year for this. 

What happens if I am in financial difficulty?

Southway and Gecko are here to help, so if you experience any difficulty paying your rent and/or service charges please contact us as soon as possible. We will discuss payment options with you and in most circumstances we will be able to reach an agreement to assist you through any financial difficulty.

What is it for?

Service Charges are the contributions you make to Southway for the upkeep, management, repair, insurance, and provision of services within your residential block or estate. They cover a range of expenses, including maintenance and repairs, building insurance, management costs, landscaping, grass cutting, and other operational costs specific to your block or estate.

These charges can be either fixed or variable, and you'll receive separate information explaining the calculation of your charges and what they cover each year.

If you live in a flat, you may also make contributions to a sinking fund. This fund is set aside for major property works and helps you avoid the need to come up with substantial sums of money when significant maintenance or repairs are required. It's all about ensuring your peace of mind and the continued well-being of your property.

Why should you contribute to Service Charges?

At Gecko, we take our responsibility to maintain our properties to a high standard seriously. Investing in maintenance is essential to prevent your home and neighbourhood from deteriorating and falling into disrepair. Neglecting maintenance could make the area less pleasant to live in and potentially impact the value of your leasehold investment.

To ensure transparency, we always provide a summary of leaseholders' rights and obligations along with your service charge bill.

Wondering when and how you'll know what to pay?

One month before your service charge is due to change, we'll send you a schedule outlining your expected payments for the upcoming financial year.

And when it comes to making those payments, we've got you covered:

When you become a leaseholder, we'll set up a convenient Direct Debit payment method for your service charges, making it hassle-free for you to manage your contributions. Your peace of mind and the well-being of your property are our top priorities.

While you’re planning your interiors and unpacking boxes, there are a few other things you need to think about.

The main one, snagging, is time sensitive – and while we strive to build modern, high-quality homes where you’ll want to live, sometimes little things might get missed.

New build homes take time to settle, so while you’re settling in, please keep a note of any issues you notice with primary construction features such as heating, plumbing, walls, paths and electrics. 

We recommend taking two weeks to settle before reporting defects. It makes the repair process smoother. To report a defect or any other snagging, please log in to your online account and use the ticket system.

At around 12 months after your moving in date, we’ll be in touch to arrange a final defect inspection, where you can tell our representative and contractor anything you’re concerned about – so we can make sure it’s put right.  

With Shared Ownership, you’re free to unleash your creativity and claim your space making it your very own. It's one of the many perks. That said, we would advise you not to decorate in the first 12 months. 

Why?

We always advise holding off until after your 12 month inspection to avoid covering up any problems by accident. But once that's out the way, it’s time to buy that statement wallpaper, get your paint rollers out and put your personal touches in place. 

What are you responsible for?

Your role as a Shared Ownership property leaseholder is essential in maintaining your home. Here's what you need to know:

For Apartment Owners:

It's your responsibility to keep it in good condition:

• Internal doors
• External door furniture
• Internal plaster and wall coverings
• Service pipes, cables, and wires
• Fittings such as kitchen utilities
• Window glass and furniture
• Baths, sinks, toilets, and wash basins
• Individual domestic heating systems
• Anything specified in your lease

We take care of the repair and maintenance of:

• The structure, exterior, and common areas of the building you live in
• Foundations, roof, external doors, window frames, structural walls, and communal facilities
• External decorations for apartment blocks

While we handle these tasks, please note that leaseholders are responsible for contributing toward the associated costs.

Important: Repairs within your responsibility should be carried out by a qualified contractor, and the costs are covered by you.

For House Owners:

If you live in a house, you're accountable for all repairs and maintenance, both inside and outside your home.

We may be responsible for repairing and maintaining communal or shared external areas on the estate your house is located on and if that is the case we will do those repairs and recharge the costs to you.

Remember, taking care of your home ensures it stays a comfortable and safe haven for you.

We call this Staircasing

As you’ll already be aware, Shared Ownership comes with an option called Staircasing – where you can choose to increase your percentage share as your circumstances change or more often than not, when you have the chance to remortgage.

If at any time you feel you can afford to buy more shares, thus increasing your ownership percentage and reducing the amount of rent you pay, just get in touch by logging into your online account and completing the Staircasing form.

With most homes, you can staircase all the way up to 100% ownership.

So you’re planning to sell your Shared Ownership home bought from Gecko? Great! The process is quite simple despite being a bit different to selling other properties.

If you want to sell your home, complete the form in your online customer account.