3 October 2024
As part of LEASE’s transformation, it’s vital we focus some resources on working with the government and key stakeholder groups. LEASE provides free, expert summary legal advice to help the over 5 million leasehold flat and house owners, park homeowners and commonholders. LEASE’s personalised service is in high demand, and that demand continues to grow, there are now long waiting times for telephone and written advice. As we move forward with our transformation, we have decided it is fairest to the vast bulk of consumers if we place some limits on the heaviest users. These limits are now:
- A maximum of three telephone or written enquires per rolling calendar month
- A maximum of ten total enquiries in a 12-month period.
For example, if you have enquiries on 15/9, 20/9, and 5/10, you cannot make another enquiry until after 15/10, as this limit is based on a 1-month rolling period.
We expect this will impact just 5% of our clients and will review exceptions on a case-by-case basis. In the next year a major update to the website will allow many more consumers to self-serve. This will allow our advisors more time to deal with complex cases.
To ensure fairness, this means that LEASE will also limit clients from submitting written enquiries when they already have a phone appointment booked with a legal advisor, and vice versa. As LEASE cannot act for individuals, provide civil litigation or valuation advice, assist with form filling, or provide advice on affordability, we continue to advise that in these circumstances, consumers should seek appropriate additional advice.
