What You Need To Know
Your go-to guide for living in a well-managed home.
At Burns Hamilton, we believe that clear communication helps everything run more smoothly. Whether you need to report a repair, access important documents, or simply understand more about how your property is managed, this page provides everything you need in one place.
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If you need to report a repair, please use our Report a Repair form, or log it on your Residents Portal to ensure your request reaches the right team quickly. For urgent issues outside of office hours, refer to our Out of Hours Services section.
Keeping your property in top condition is our priority.
This can include cleaning, landscaping, building insurance, and essential repairs. You will receive a budget each year with a full breakdown of how charges are calculated and what they cover. This will then be reconciled at the end of the year with a set of Service Charge accounts which will show the total expenditure for the year and any resulting balance. You can always speak to your property manager if you have any queries or get in touch - we'll always be happy to help.
Service charges cover the cost of maintaining and managing shared spaces in your development.
When you purchase a property, you should receive a legal agreement outlining your rights and responsibilities. For flats, this is typically a Lease; for freehold houses, it is usually a TP01 document.
These agreements include important legal covenants. They explain your obligations to pay for communal services, maintain your property, and follow rules about the use of shared spaces.
If you do not have a copy of your agreement, please contact your solicitor first. Alternatively, you can usually obtain a copy from the Land Registry.As a leaseholder, you own your property for the duration of your lease agreement.
We strive to make paying your service charge and any other property-related charges as straightforward as possible. We recommend making payments by bank transfer whenever possible. You’ll find our bank account details on your invoice. Please ensure you include your unique tenant reference with your payment—this helps us allocate your payment to your account promptly and accurately.
If you’re unable to pay by bank transfer, we also accept cheques. Please send your cheque to Hawthorn House, 1 Lowther Gardens, Bournemouth BH88NF. Remember to write your unique tenant reference on the back of the cheque.
If you’re experiencing difficulties paying your service charges, please contact us. Our team is here to support you.
Need help making a payment?
Your legal agreement will set out circumstances where you may need permission from the Freeholder/Management Company before going ahead.
Subletting, pets and alterations are common examples of where consent may be required in advance. Check your legal agreement for the specific requirements for your property. Alternatively, get in touch with our team who will be able to assist.Thinking of renting your property, getting a pet, or making some alterations?
Major works—such as significant repairs, improvements, or upgrades—are an important part of maintaining your property. These projects often require additional management beyond routine day-to-day operations. Our experienced team is here to guide you through every stage of the process.
If the cost of a project exceeds the Section 20 consultation threshold, as set out in the Landlord and Tenant Act 1985, we will ensure that all legal requirements are met. This includes consulting with leaseholders and following the correct procedures to keep you compliant with current legislation.
We also provide support with financial planning, coordination with leaseholders, and ensuring compliance with the Construction (Design and Management) Regulations 2015. Our flexible range of services allows you to choose the level of involvement that best suits your needs.We are here to assist with management of large projects and ensuring compliance with legislation
We value feedback from our customers and are committed to providing a high standard of service. If you feel we have not met your expectations, please let us know so we can address your concerns.
In the first instance, we recommend discussing any issues directly with your Property Manager, as most concerns can be resolved at this stage.
If your issue remains unresolved, you are welcome to submit a formal complaint in line with our Complaints Procedure. We will investigate all complaints thoroughly and aim to provide a comprehensive response.
If we are unable to resolve your complaint, you may refer the matter to The Property Ombudsman, who offers an independent escalation route.We take resident concerns seriously and aim to resolve issues as efficiently as possible.
We know that selling your property can be a stressful time. We have a dedicated team at Burns Hamilton who will ensure that the process moves as swiftly as possible for you. We work to a 5 working day turnaround from receipt of payment for all LPE1 and FME1 enquiries. Please pass our contact details to your solicitor so that we may liaise with them over the paperwork they require.
Our specialist team keeps the process moving
In line with current legislation, we publish a full schedule of our standard fees for complete transparency. View our standard fees here.
No hidden surprises