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Retirement Living

Information and FAQs for our retirement living customers, can be found here.

Retirement Living

As one of the largest housing groups in the Midlands and East of England, Longhurst Group owns and manages over 23,500 homes. Of those, 4,000 properties are leasehold, shared ownership and retirement living homes.

With a clear set of values that unite the Group, we put our customers first and work in collaboration with partners that share our ambition and vision – Improving Lives.

We have put together some frequently asked questions relating to home ownership. The information contained here is a guide only and will not cover everything. Contact us for more information if your question is not answered here.

What do I need to do if I want to sell my property?

If you plan to sell your home and live on a retirement scheme that has a Scheme Manager, please speak to your Scheme Manager in the first instance to advise you are looking to sell and they will provide you with guidance notes, which provide useful information on the selling process and help with placing your property on the market.

If you live on a scheme without a Scheme Manager, please email: confirming your details and a member of the Sales Team will arrange for you to receive a copy of the guidance notes and selling information.

Our promise to you

  • We will provide you with guidance notes and selling information to help you place your property on the market
  • We will liaise with your appointed estate agent to ensure they have the necessary information to market your property, including, eligibility requirements, the lease term and ongoing service charge costs.
  • Once you have found a buyer we will provide them with all relevant information regarding the scheme, which include our responsibilities as landlord and important information regarding their own ongoing responsibilities as detailed within the terms of the lease.
  • Our dedicated Sales Team and appointed solicitor will work closely with your own solicitor to ensure they have all the necessary information to progresses your sale as smoothly as possible.

Please note you will be required to appoint a solicitor to act on your behalf and you will be responsible for your own costs and payments upon resale as stipulated within your lease.

Can I sub-let my property?

Your lease will state whether you can sub-let your property. Some leases allow sub-letting with our permission, whilst other leases do not permit sub-letting.

If you are considering sub-letting your property, look at your lease or contact the leasehold services team for guidance and assistance on 0300 123 1745.

If you are currently sub-letting your property, please click here to fill in this online form.

Can I carry out home improvements?

Internal Improvements
You have the right to make improvements to the fixtures and fittings within your home without having to seek our permission. However, if you wish to carry out improvements that might potentially affect the emergency call system, heating system or structural integrity of your property, you must obtain our written permission before carrying out any works.

External improvements
You are not permitted to make any improvements that would affect the external appearance of your property. However, we will not unreasonably withhold permission for requests to improve access for residents with restricted mobility.

Where we give permission, you are responsible for ensuring that the work complies with any necessary building regulations, planning and health and safety legislation or other requirements.

Please click here to request permission, to make alterations to your home.

Can I keep pets?

Usually, your lease will say whether you are allowed to keep a domestic pet at your property.

If your lease permits you to keep a pet, you are still required to seek our permission. To submit a request for permission, click here.

Buildings insurance – What am I covered for and how do I make a claim?

To find out more about buildings insurance, please click here.

It is your responsibility to purchase contents insurance, this is not covered in your lease.

Contents insurance is designed to help protect your possessions. No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance can help provide peace of mind.

My service charge

If you would like to view your service charge account please log onto MyAccount.

If you require a MyAccount log in, please contact us on 0300 123 1745.

If you require a copy of your service charge budget or have any queries regarding your rent or service charge please complete this online form.

Consent to disclose information

If you would like to give permission to a named person (a relative or close friend) to discuss
matters relating to your tenancy or lease (including your contact details) please fill in our consent to disclose information form.

How to pay your service charges

We offer a wide range of payment methods to make it easy for you to pay your service charge. We can also offer support to help you manage your payments if you are experiencing financial difficulty.


Payment methods

Direct Debit
If you would like to set up a direct debit please call us on 0300 123 1745 and ask for the Leasehold team, who will set this up over the phone. Alternatively you can fill in the form online and send it back to us, for our team to process.

One-off payment
Please call us on 0345 608 8006 to make a one-off payment.


Do you need financial support?

You can call our customer service team on 0345 608 8006 if you are experiencing issues with paying your service charge. To view your account go to My Account.

They can also help you with the following:

  • Discuss your service charge account
  • Find out more about any of the ways to pay your service charge
  • Get advice on benefits you may be entitled to
  • Get access to independent, free organisations that can give you budgeting and debt advice.
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