Analysis from The Leasehold Advisory Service (LEASE), a government-funded advisory body providing free and impartial initial legal advice to leaseholders and park homeowners, revealed that many leaseholders did not escalate their complaints because the process felt too time-consuming and stressful.
Its research also found that the main concerns leaseholders had when escalating an issue were the likelihood of action, how this would impact service charges, the guidance available and the cost of complaining.
Its report showed that the system was not well-connected to support leaseholders and was sometimes ineffective, despite the range of schemes available from regulators, ombudsmen and advice bodies.
LEASE said the redress journey could be improved by bringing together stakeholders that support the redress process to clearly explain the options.
The body is working with the sector to develop tools to make it easier for leaseholders to access information on their property and routes to redress. This will include guidance on alternative dispute resolution and how to navigate courts and tribunals.
Martin Boyd, chair of LEASE, said: “While there are multiple routes to redress, we know that in practice, the system is difficult to navigate. This leaves many leaseholders feeling confused and unsupported at the point they most need clarity. Too often, leaseholders disengage because they can’t identify the right avenue quickly or the process feels uncertain and time-consuming.
“By working together across the sector, we can provide increased clarity on the different paths for redress, make the journey easier for leaseholders when they need it. We will also continue to engage with government around the need for wider, more structural reform to ensure there is suitable redress in place for all leaseholders and that the relevant bodies have the powers to enforce decisions.”
