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Heylo Housing

Heylo Homeowner Frequently Asked Questions (FAQs)

Shared Ownership is a great way of getting a foot on the property ladder but like moving home in general, there is lots of different terminology and acronyms to navigate. To help you, we have created this frequently asked questions page which brings together some of the commonly asked questions and answers. 


After reading this section, if you still have unanswered questions, please contact us via the Contact Us section on the main menu, and we will be happy to help you.

Buying more shares in your home (known as staircasing)

1. How do I buy more shares? 

You can increase your share in your home at any time after you complete your initial purchase. The process is called ‘Staircasing’, and most leases will allow you to do this until you own 100% of the property.

It’s important that you read the relevant section of your Shared Ownership (part buy – part rent) lease before instructing anyone though, as this governs how the process will work and if there are any restrictions on the maximum share you can purchase.

Each time you staircase you will need to budget for:

  • Valuation fee
  • Legal expenses
  • SDLT (if applicable)
  • Mortgage fees

You’ll need to get a RICS Valuation (Registered Institute of Chartered Surveyors) and send this to us with written confirmation that you would like to purchase more of your home. Once we have received the documentation, we will be able to confirm how much you will need to pay to purchase any additional shares (the Premium) and how your rent will change once you’ve done so.

The cost to purchase additional shares is based on the current market value of your home. You can look at local prices for similar properties to get an idea of the cost of buying further shares, but we won’t be able to tell you how much it will cost until you have sent us the RICS Valuation.

The more equity you have in your home the lower your rent will be, and once you own 100% of the shares you will no longer have to pay rent to us. If you pay a service charge or ground rent, you will still need to pay this once you own 100% of your home.

For more information or to start the process please email [email protected] or call 020 3744 0415. 

2. How do I sell my home? 

Selling your home is a very straightforward process, but it is important that you read the relevant section of your Shared Ownership lease before instructing anyone as this governs how the process will work, and if there are any restrictions on selling your home. 


Under a normal shared ownership lease as the landlord Heylo Housing normally has a right to nominate a buyer in the first 8 weeks (the nominations period), who would buy your share of the lease and then continue to pay rent to us. If we are unable to nominate a buyer you can sell your home through any estate agent – you can either sell your share of the lease or you can sell the property outright.


To sell your home you’ll need to get a RICS Valuation (Registered Institute of Chartered Surveyors) and send this to us with written confirmation that you want to sell your home, a copy of the Energy Performance Certificate (EPC) and photo identification; we’ll instruct an agent to market your home for the nominations period. If, at the end of the nominations period, we’ve not been able to find a buyer we’ll be in touch with you regarding your next steps.


We are unable to accept an estate agents’ valuation instead of a qualified RICS valuation as these are for marketing purposes and do not necessarily reflect the true market value.


Once a buyer has been found you’ll need to instruct your solicitors and we’ll instruct our solicitors to complete the legal paperwork.


You’ll need to pay an administration fee to Heylo Housing, your solicitors’ fees, and the surveyor who does the valuation; if you’ve instructed an agent to market the property outside the nominations period you will also need to pay them. If you scheme has a managing agent you may also need to obtain a sales pack from them.


For more information or to start the process please email [email protected] or call 020 3744 0415. 

3. What is the Nominations Period?

Almost all Shared Ownership leases contain a clause which states that the landlord is allowed to nominate a buyer during a set period before you are allowed to sell the property on the open market. This is to ensure that affordable homes continue to be made available to other people unable to afford on the open market.


Any buyer found during the nominations period will need to meet the standard criteria for purchasing a Shared Ownership property as set out by Homes England.

4. If I staircase to 100% will I obtain the freehold?

This will depend on the title which Heylo has for your property and the staircasing provisions in your Shared Ownership lease. Please email [email protected] for more information.

5. What restrictions are there on selling my property?

With many Shared Ownership leases you are required to market the home through the provider or landlord in the first instance, for a limited period of 8 weeks. During this time we will try to find you a buyer and may charge you for doing so. If we cannot find you a buyer, you are free to sell on the open market. 

Adding or removing someone from the lease

6. Can I remove someone from my lease?

It is possible to remove someone from your Shared Ownership lease without selling the property. We would need to undertake an affordability assessment on the person remaining to ensure that they will continue to meet the affordability criteria. 


Once we have approved the changes you will need to instruct a solicitor to make the necessary changes with the Land Registry. 


For more information or to start the process please email [email protected] or call 020 3744 0415. 

7. Can I add someone from my lease?

It is possible to add another person to your Shared Ownership lease without selling the property. We will need to check that they are eligible for Shared Ownership, and they will also need to undertake a credit check as a new tenant. You cannot add someone to your lease who is not eligible to purchase a Shared Ownership property.


Once we have approved the changes you will need to instruct a solicitor to make the necessary changes with the Land Registry.


For more information or to start the process please email [email protected] or call 020 3744 0415. 

Improvements and Adjustments

8. What improvements, adjustments and alternations can I make without approval from Heylo?

You don’t need our permission to redecorate or repair your home, but you do if you want to make any structural alterations or major changes to it. 


The below provides a general guide as to what you can do with/without our agreement:


You do need our permission to:

  • Make structural alterations (such as moving walls or extensions, including conservatories and loft extensions)
  • Replace external doors and windows
  • Install central heating systems
  • Replace your boiler
  • Replace or upgrade any electrics


For any work that needs our permission we’ll need to see plans for the work you want to carry out, details of any planning permission or building regulations required,  and details for your building contractors with a brief explanation of what they plan to do. If your home is still under warranty you may also need consent from your builder (which we will need to see a copy of).

  • Replace your kitchen / bathroom fittings (you do need our permission if you’re changing the room it’s in)
  • Repair damage - any repairs being done by your builder under their warranty

9. Can I decorate?

You are able to decorate the property however you wish, and don't need our permission to do so.

10. Can I build a shed/cabin in the garden?

You can usually build a shed/cabin in your back garden, though you should confirm with your local council what the size restrictions are; if your property is on a new-build estate you should speak to the builder or managing agent to confirm whether or not there are any restrictions in the Transfer.

11. What do I need to do if I want to add an extension?

An extension will require consent under your Shared Ownership lease. In order to provide this we will need to see a copy of the plans for the work you want to carry out, details of any planning permission or building regulations required, and details for your building contractor with a brief explanation of what they plan to do. If you home is still under warranty you may also need consent from your builder (which we will need to see a copy of).

Paying rent and updating details

12. How do I pay my rent?

The easiest way to pay your rent is by direct debit, as the payments are taken automatically so you don’t have to worry about missing a payment. We will tell you in advance if the amount or the date of your direct debit is going to change, and your payment instruction will be automatically updated. 


You should have filled out a direct debit mandate before you completed on your property which we’ll set up on completion, and confirm all of your payment details in your Welcome Letter. If we don’t have a form we’ll send you one and ask you to return it so that we can set up a direct debit.


If you don’t want to pay by direct debit please email [email protected] and we will provide the details for you to pay by standing order.

13. I have seen AllPay on my account, who is this?

AllPay are a payment services provider, who we use to manage the collection of your direct debit and debit card payments.

14. I need to update my Direct Debit details

Please contact the Portfolio Team by emailing [email protected] or call 020 3744 0415 and we will guide you through the process. 

15. I am having trouble paying my rent, what should I do?

Please contact the Portfolio Team by emailing [email protected] or call 020 3744 0415 and we can discuss the options with you. 

16. Can I pay my rent over the phone?

You can make a debit card payment through AllPay either online https://pay.allpay.net, or by calling 0330 041 6497.

You will need to have your AllPay Payment Reference Number to hand in order to make the payment; if you don’t have this please contact the Portfolio team by emailing [email protected], or by phone on 020 3744 0415.

We do not accept payment by credit card.

17. Can my home be repossessed if I don’t pay my rent?

Ultimately, yes it can, but this is subject to strict and transparent rules explained in our revenue collection and recovery process and we will work with you to avoid that happening. If we are considering this you will receive a Notice of Seeking Possession from our solicitors; if this happens you should seek some independent advice.

18. Why does my rent increase?

The rent increases each year to take into account inflation and to help us pay for the investment we have made in the property over the longer term. Our investments are often also linked to inflationary increases.

19. Is the rent capped or can this increase at any time?

The rent is not capped and is reviewed each year as per the terms of your Shared Ownership lease. Your Shared Ownership lease sets out how and when the rent is to be reviewed, in a form determined by government policy and the standard government supported model lease.

Subletting

20. Can I sublet?

Your Shared Ownership lease does not allow you to sublet the whole of the property. This is because Shared Ownership is designed to help people take a step on to the property ladder.


There are exceptional circumstances where we may permit you to sublet on a temporary basis, such as if you are in the Armed Forces and are deployed. We also permit renting out a room in your home under the governments’ Rent a Room scheme.


Subletting your property on short-term lets, such as via AirBnB, is not permitted under any circumstances.

21. Do I need to let Heylo know if I am subletting a room?

You are able to rent a room in your home under the Governments’ Rent a Room scheme, but we do ask that you let us know you are doing so.

Insurance and Maintenance

22. Why does Heylo take out building insurance?

Under the terms of your Shared Ownership lease the building is insured by us as your landlord (unless you live in a flat and your managing agent insures the building). The buildings insurance policy does not cover your contents.

Our insurance policy runs from October to October each year, and the premiums are collected between the following April and March (with your Rent Review). When you move in you will pay an apportioned premium to the end of the current insurance policy, and the premium is then added to your monthly payments from the following April; you'll receive the details with your Rent Review Letter shortly before this.

The insurance policy covers the whole of the property, so you don’t need to insure your share separately. It will cover any standard insurance requirements by your mortgage lender as well.

It is not possible to have your own buildings insurance policy instead.

23. How do I get a copy of the building insurance?

You'll receive the details for the insurance policy shortly after you complete with your Welcome Letter, then each year when the policy renews (normally in November); if you need a certificate specific to your property please contact [email protected] with your property details and we will request one from the insurance company for you.

If you live in a flat and the insurance is arranged by your managing agent you should contact them to get a copy of the insurance policy.

24. How do I make a claim on the buildings insurance policy?

If your insurance is organised by Heylo and you need to make a claim please contact Mason Owen, our insurance brokers, who will talk you through the process (Mason Owen will contact us where necessary). All of the details you’ll need are in your insurance policy letter.

If your insurance is organised by your managing agent please refer to your managing agent who will be able to assist.

25. Do I need to send a copy of my contents insurance to Heylo?

No, we do not need a copy of your contents insurance.

26. What happens if my boiler breaks down?

Boiler breakdown is not covered by the buildings insurance policy; as a Shared Owner it would be your responsibility to repair the boiler if it is no longer covered by a warranty from the builder or manufacturer.

If your boiler is beyond economic repair you do not need our permission before arranging for it to be replaced provided that the new boiler is installed in the same place as the existing one, we will need to see copies of the installation paperwork once the installation is complete and will then provide retrospective consent.

If you have or suspect a gas leak you should contact the National Gas Emergency Helpline immediately on 0800 111 999.

27. Who is responsible for servicing my boiler?

As a Shared Owner it is your responsibility to arrange for any servicing or repairs required to your boiler (unless these repairs are covered by a warranty from the builder or manufacturer); failure to service your boiler can void the warranty from the builder or manufacturer. You can find details of qualified gas engineers on the official Gas Safe website - www.gassaferegister.co.uk/find-an-engineer.

28. I have recently moved into the property and there some snagging issues and/or building defects, who do I talk to?

Any snagging issues should be reported back to your housebuilder, who provides the warranty on your home.

If you have any problems claiming on your warranty please email the Portfolio Team on [email protected] with a list of the outstanding issues and the details of your contact at the builder, and we will do our best to assist you.

If your property is out of warranty then it would be your responsibility as the leaseholder to undertake any necessary repairs and maintenance required; you may be able to claim on the buildings insurance policy, please speak to the insurance brokers to discuss this further.

General Enquiry

29. Can I have a pet?

If you live in a house you do not need our permission to have a pet.

If you live in a flat you will need to get permission from the managing agent for your block; once you have permission from the managing agent you should forward us a copy and we can also confirm consent under your shared ownership lease.

30. Can I install a Sky dish on my home?

If you live in a house you should check with the builder and/or the managing agent on the estate whether there are any restrictions on the estate; provided that neither objects you can go ahead and have the dish fitted.

If you live in a flat you should speak to your managing agent – you may find that your block already has a communal dish installed.

31. Can I run a business from my Shared Ownership home?

No, your Shared Ownership lease does not allow you to run a business from your home. Most new-build estate will also have a restriction in the property title which prevents anyone on the estate running a business from their home.

32. Who do I contact if I have a problem?

If you have a problem please contact the Portfolio Team by calling 020 3744 0415 or email [email protected]. 

33. What is the Administration Fee / Lease Management Fee for?

The Lease Management Fee (also known as the Administration Fee) is a fee charged by Heylo for the management of your Shared Ownership lease, and for any administration required to meet the landlord’s obligations for the day-to-day management of your lease.

There are some additional fees which may be payable for certain things, such as buyer further shares in your property or selling the property, but these will be outlined at the time.

34. Who is responsible for any service charges and ground rent due?

Any service charges due for your home, which are your contribution towards the cost of maintaining the communal areas of the estate you live on, would be set by the managing agent for the scheme that you live on, and are payable by the Shared Owner. Your managing agent should collect any service charges due directly from you as the shared owner.

35. My neighbours are noisy or engaging in anti-social behaviour, can you help?

You should try speaking to your neighbour first – they may not realise that the noise is disturbing you. It’s always best to try and resolve disagreements with your neighbours directly before they escalate.

If you can’t resolve your dispute then please contact us, we can talk you through the next steps such as contacting your local Environmental Health Department or offering mediation. We may also ask that you keep an incident diary, which we would require if we were to look at taking any action against another resident.

We do not consider noise caused by people going about their daily lives (including DIY and building works being done during the day), playing children or crying babies to be antisocial behaviour.

If you feel threatened, harassed, or believe the behaviour in question is illegal, you should contact the police – 999 it’s an emergency, and 101 if it’s not.

Rent Review 2024

36. What is my rent and how is it set? 

Your rent is a contractual agreement between you, and Heylo, agreed when you first purchased your share in your home.

You pay rent on the unpurchased share of your home, in addition to your mortgage payments on the share that you do own (if you have a mortgage).  Under the terms of your shared ownership lease, your rent will increase each year in line with the Retail Price Index (RPI); your lease will set out how any increase is calculated and when that increase comes into effect.

37. What is RPI?

The Retail Price Index (RPI) is a measure of inflation, which is the rate at which prices for goods and services are rising. It is published each month by the Office for National Statistics, the independent producer of statistics and the recognised national statistical institution of the UK.  You can find out more about the Office for National Statistics here: (www.ons.gov.uk).

38. Why is Heylo increasing rents?

The terms of your lease say that your rent increases each year in line with RPI.  Linking rent increases to the rate of inflation is included in the standard Shared Ownership lease, and is normal throughout the private rented sector.  Unfortunately, inflation is currently much higher than it usually is, mainly due to a surge in worldwide demand for energy resources, shortages in the supplies of goods and many other reasons. 

39. How much is my rent increasing by? 

All customers will see rents increasing by the terms stated in their leases.  The amount you will be paying from 1st April 2024 will be confirmed to you by letter sent to your home address on the 1st March 2024.  


Your Shared Ownership lease explains how your rent is reviewed and increased each year. This is specific to your individual lease and your new rent is calculated using the Retail Price Index (RPI) as published by the Office for National Statistics (ONS).

 

The RPI figures can be viewed on the Office for National Statistics website using this link.

 

You lease will state that the increase in your rent is calculated using the RPI figure from two separate dates.

 

A worked example is below:

 

The RPI for September 2022 was 347.6.

The RPI for September 2023 was 378.4.

 

The ratchet amount is 0.005.

 

The new monthly rent is therefore calculated as: currently monthly rent amount x (378.4/347.6) + 0.005))

40. When does my rent increase start?

The new monthly changes due will be from 1 April 2024.

41. Do I need to do anything? 

If you pay your rent via a standing order it is your responsibility to update your standing order through your bank so that the correct charges are paid from 1st April 2024. This could take several days, so please allow plenty of time.

If you pay by direct debit we will arrange to update the direct debit for you and you don’t need to do anything. If you don’t currently pay by direct debit but would like to, please contact a member of the Property Management Team.

42. I pay a service charge, do the same increases apply? 

Heylo do not set your service charge.  This is done by the managing agent for the estate that you live on. 

If service charge or estate charges is applicable to your property we will use the most recent budget and demands from the management company on your development to calculate the monthly recharge.

The figure reflects your share of the management company's estimated cost to provide services on your development or estate.

Your monthly payment is 1/12 of the current annual budget set by the management company.

You may receive demands from and make payments to the management company directly.  If this is the case there will be no recharge or payment due to Heylo as part of your monthly charges and you should continue to pay the management company directly.

If you have any questions about the services being provided by your management company or details or what your payment cover, please contact them directly in the first instance as they will usually be best placed to answer any queries.  You can also raise these queries with us, but we may need to refer them to your managing agent first for a response.

43. I also pay a Lease Management Fee, do the same increases apply?  

As per the terms of your lease, your Lease Management Fee, (sometimes referred to as the Administration Fee) will also increase in line with RPI.  The Lease Management fee is a fee charged for the management of your shared ownership lease, it does not cover any costs related to managing the estate you live on.

The lease management fee has been reviewed in line with the increase in RPI from September 2022 to September 2023. The RPI for September 2022 was 347.6.

The RPI for September 2023 was 378.4.

The new lease management fee is therefore calculated as: current lease management fee x (378.4/347.6).

44. What do I do if I cannot afford to pay the rent increase? 

Please call us as soon possible on 020 3880 7490 to discuss your situation. 

If you require more general financial advice you can also contact:

·  Citizens Advice Bureau:  0344 411 1444, www.citizensadvice.org.uk

·  National Debt Line:  0808 808 4000, www.nationaldebtline.org

·  Money Advice Service:  0300 500 5000, www.moneyadviceservice.org.uk

·  Step Change Debt Charity:  0800 138 1111, www.stepchange.org

·  Turn to Us:  0808 802 2000, www.turn2us.org

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