FAQs

Please visit the Payments section of our website. The most efficient method is e-billing with payment via bank transfer or through the Homeowner Portal.

Yes. Please complete this short form to switch your account to ebilling. Once set up, we will no longer send paper invoices.

Please use our Report a change form to notify us of the correct details. If your correspondence address has changed, you must notify us in writing; this is a requirement under section 166 of the Commonhold and Leasehold Reform Act 2002.

In the vast majority of cases, no. We do not collect service charges, and your service charge arrangements remain with your existing managing agent unless you are specifically advised otherwise by E&J Estates. In rare cases involving certain lease recharge mechanisms, we may collect charges of that nature and will notify you if this applies to your property.

Please use our Report a change form to notify us of the correct details. If your correspondence address has changed, you must notify us in writing; this is a requirement under section 166 of the Commonhold and Leasehold Reform Act 2002.

Please submit evidence of payment via our contact form — including a receipt or statement from the previous landlord or agent and a bank statement showing the payment clearly. The contact form accepts file attachments.

Please check your lease first, as the review mechanism and payment dates are set out there. Your landlord will have reviewed these before instructing E&J Estates. If you still believe the demand is wrong, please submit the correct details with supporting evidence via our contact form.

Please visit the Payments section of our website. The most efficient method is e-billing with payment via bank transfer or through the Homeowner Portal.

Yes. Please complete this short form to switch your account to ebilling. Once set up, we will no longer send paper invoices.

E&J Estates is appointed by your landlord to act as its agent. We handle the invoicing and collection of ground rent and buildings insurance premiums, arrange landlord consents, assist with property transfers and lease extensions, and appoint specialist managing agents where required. We are not your managing agent and do not provide day-to-day property maintenance services.

Yes. Please see our Homeowner Portal page for information on how to register and log in.

Log in to our Homeowner Portal to view your account balance. If a payment is not showing, check that you used your correct Tenant Reference. If you used a different reference, please contact us so the payment can be traced and reallocated.

Yes. You can view and download a statement free of charge via our Homeowner Portal. If you require a more up to date statement please contact us. If you require a copy to be sent by email or post, a charge applies. Please contact us to request this.

An invoice sets out a specific charge that is due for payment. A statement shows the total balance outstanding on your account at the date it was produced. If a figure is shown as a minus on your statement, this reflects a credit balance.

Your landlord’s title to your property is registered at HM Land Registry. All entitlements, including the obligation to pay ground rent and insurance premiums, are set out in your lease.

If you are both registered as joint owners, you are both jointly and severally liable under the lease. We are unable to become involved in personal disputes between joint owners.

Your lease sets out a legal obligation to make periodic ground rent payments to your landlord. The amount, frequency, and any review dates are specified in your lease. Your solicitor should have explained this when you purchased your property.

Your lease specifies when and how ground rent is reviewed, for example by reference to the Retail Price Index. The review mechanism is set out in your lease. Where a review has been completed, we will notify you of the new amount by way of a review notice and on your invoice.

Review notices are issued once a review has been completed. It is not always possible to finalise a review exactly on the review date, for instance where we are awaiting publication of an RPI figure. Any backdated adjustment will be set out clearly in the notice.

Yes. Ground rent remains payable until completion. If completion falls after the due date, you should pay in full and ensure your solicitor obtains an apportionment from the purchaser’s solicitor on completion.

We may not yet have received a Notice of Transfer from your purchaser’s solicitors. Please ask your solicitor to approach the purchaser’s solicitors to request that they deal with this requirement. You can also send a copy of the completed transfer document to Transfers@EandJEstates.co.uk and we will update our records.

This is dealt with as part of your completion apportionment and should be set out on your Completion Statement. Please contact your solicitor directly.

Once a matter is referred, we freeze your account and all conduct of the case rests with our solicitors. You should direct any further queries to them.

No. You will need to contact the third party directly to request a refund and then arrange payment to us. If your account is already overdue, charges will continue to accrue in the meantime.

We may not yet have received a Notice of Transfer from your purchaser’s solicitors. Please ask your solicitor to approach the purchaser’s solicitors to request that they deal with this requirement. You can also send a copy of the completed transfer document to Transfers@EandJEstates.co.uk and we will update our records.

Please contact your solicitor. They should have made arrangements for any outstanding arrears to be dealt with on completion.

Continue paying ground rent and insurance premiums until completion. Your solicitor must obtain our standard enquiries pack. The pack sets out all steps required before and after completion. Your solicitor will handle apportionments on completion.

The information is held securely in accordance with our data privacy policy. We do not share personal data except with the appointed managing agent or where required by a public authority such as the police, fire brigade, or local authority. Aggregated occupancy data may be shared with insurers and local authorities where relevant to HMO licensing or insurance risk assessment.

An underletting is any arrangement under which you give another person the right to exclusively occupy your property for a period of time, while your own lease remains in place.

It does not matter what the agreement is called or how long it lasts. A tenancy agreement, rental agreement or other arrangement giving someone exclusive use of the property all amount to an underletting.

For example, granting someone exclusive occupation of your property for six months under a tenancy agreement is an underletting, but so too may be granting exclusive occupation for a much shorter period, such as three days.

If your lease requires notice of, or the landlord’s consent to, an underletting, this requirement applies regardless of the length of the arrangement or how it is described.

No. Where your lease requires you to notify the landlord of an underletting, provide details of the undertenant or obtain the landlord’s consent to an underletting, providing the information reasonably required for that purpose does not breach UK GDPR.

Data protection legislation allows personal information to be processed where this is necessary in connection with the performance of a contract. Your lease is a contract between you and your landlord and, where it contains obligations relating to underletting, the landlord is entitled to request and process the information reasonably necessary to administer those obligations.

The undertenant does not therefore need to provide separate consent for their information to be supplied to the landlord for this purpose.

This depends on the terms of your lease. Some leases prohibit sub-letting entirely, some require the landlord’s formal consent, and others require you to serve a notice. Please review your lease carefully. Where consent is required, we may carry out checks with the managing agent before granting it.

This depends on the terms of your lease. Some leases prohibit sub-letting entirely, some require the landlord’s formal consent, and others require you to serve a notice. Please review your lease carefully. Where consent is required, we may carry out checks with the managing agent before granting it.

Where your lease requires the landlord to grant consent or formally acknowledge a notice, charges may apply. Please see our information about subletting.

The information is held securely in accordance with our data privacy policy. We do not share personal data except with the appointed managing agent or where required by a public authority such as the police, fire brigade, or local authority. Aggregated occupancy data may be shared with insurers and local authorities where relevant to HMO licensing or insurance risk assessment.

An underletting is any arrangement under which you give another person the right to exclusively occupy your property for a period of time, while your own lease remains in place.

It does not matter what the agreement is called or how long it lasts. A tenancy agreement, rental agreement or other arrangement giving someone exclusive use of the property all amount to an underletting.

For example, granting someone exclusive occupation of your property for six months under a tenancy agreement is an underletting, but so too may be granting exclusive occupation for a much shorter period, such as three days.

If your lease requires notice of, or the landlord’s consent to, an underletting, this requirement applies regardless of the length of the arrangement or how it is described.

No. Where your lease requires you to notify the landlord of an underletting, provide details of the undertenant or obtain the landlord’s consent to an underletting, providing the information reasonably required for that purpose does not breach UK GDPR.

Data protection legislation allows personal information to be processed where this is necessary in connection with the performance of a contract. Your lease is a contract between you and your landlord and, where it contains obligations relating to underletting, the landlord is entitled to request and process the information reasonably necessary to administer those obligations.

The undertenant does not therefore need to provide separate consent for their information to be supplied to the landlord for this purpose.

Yes. We record occupancy information for several purposes, including ensuring that insurance cover accurately reflects occupancy rates and providing accurate information to emergency services if required. Your lease may also impose a formal notification or consent obligation. Please notify us regardless of whether your lease specifically requires it.

Your landlord considers all requests for a deed of variation on a case by case basis. There is not normally an automatic entitlement to a variation and the landlord is not obliged to agree to one. If you would like to request a variation to your lease, please submit your request using our dedicated deed of variation request form.

Yes. You may have a statutory right to a lease extension under the Leasehold Reform, Housing and Urban Development Act 1993. Your landlord no longer offers informal lease extensions outside that statutory process. We recommend you seek independent legal advice on how the statutory procedure works and the premium likely to be payable.

Further information.

Yes. You may have a statutory right to a lease extension under the Leasehold Reform, Housing and Urban Development Act 1993. Your landlord no longer offers informal lease extensions outside that statutory process. We recommend you seek independent legal advice on how the statutory procedure works and the premium likely to be payable.

Further information.

This depends on whether your property is a flat or a house. If your property is a flat, you cannot purchase the freehold individually, but as a group of leaseholders you may have the right to participate in a collective enfranchisement under the relevant legislation. If your property is a house, you may have an individual right to acquire the freehold. In either case, your landlord holds the freehold as a long-term investment and is not obliged to offer a sale unless the statutory process has been initiated and a valuation undertaken. We recommend you take independent legal advice.

Your landlord considers all requests for a deed of variation on a case by case basis. There is not normally an automatic entitlement to a variation and the landlord is not obliged to agree to one. If you would like to request a variation to your lease, please submit your request using our dedicated deed of variation request form.

Freeholder clients of E&J have undertaken to vary all long-term residential leases from these developers that include doubling ground rent terms (where rent doubles every 10 or 15 years). Since 2018 we have contacted affected leaseholders to offer replacement with an RPI-linked term. Under our current policy, all qualifying leases will now be varied so that the ground rent is reset to the amount specified when the lease was originally granted and will not increase further. You do not need to take any action if your lease qualifies. If you believe you have a qualifying lease and have not been contacted, or if you previously paid an increased ground rent and believe you may be due a refund, please contact us.

Some alterations do not require permission — for example, internal redecoration, minor plumbing and electrical works, like-for-like kitchen and bathroom upgrades, and new interior doors. Any other alterations or additions generally require the landlord’s prior consent. If works have already been carried out without consent, you should apply for retrospective permission. Please refer to our Alterations information.

Please contact your managing agent to discuss such requests.

Your lease describes the boundaries of your property and its demise, which sets out all elements you are directly responsible for maintaining. This typically includes the interior of the property and certain fixtures. Please refer to your lease for the full extent of your maintenance obligations.

Common parts are the areas of the building shared by or accessible to all leaseholders, such as common staircases, landings, and communal gardens. Your managing agent collects service charges and oversees the maintenance and upkeep of the common parts. Please contact your managing agent for any concerns about the condition of common areas.

E&J Estates does not provide property maintenance services. Please contact whoever manages your property day-to-day, which will usually be the party to whom you pay your service charges. If you are unsure who is responsible, your lease will set out the management obligations. Some leases place self-maintenance obligations on leaseholders for certain elements such as drains, roofs, gardens, and common parts.

Please refer to the Breaches document on this website, which sets out the process and what information we will need.

The LDoC contains a specific section for shared ownership leases. You must declare the percentage share you owned in the property. Without this information, your building owner will assume 100% ownership and the wrong cost cap may be applied.

The LDoC itself sets out what is required. Common examples include: a utility bill or council tax bill in your name at the property dated 14 February 2022 (to confirm it was your main home); a copy of the HM Land Registry title showing current ownership and the last sale date; a copy of your sale contract or completion statement confirming the price you paid; and if you are a shared ownership leaseholder, a copy of your shared ownership lease and associated documentation confirming your percentage share at 14 February 2022.

The LDoC is a form introduced by the Building Safety Act 2022. It enables your landlord to establish whether you qualify for financial protections against certain building safety costs, and if so, what your maximum contribution towards those costs will be.

The protections apply to buildings in England that are at least 11 metres or 5 storeys in height, contain at least 2 units, and were built before 28 June 2022. They do not apply to all leaseholders — your eligibility depends on factors including whether the property was your main home on 14 February 2022 and the price you paid for it.

Completing and returning the LDoC is important. Without it, your property will not benefit from the cost protections the Act provides, and you and future leaseholders of your property may remain fully liable for building safety costs under your existing service charge apportionment.

Your property will not qualify for the leaseholder protections against building safety costs provided by the Building Safety Act 2022. Any costs from which you might otherwise have been protected could be charged to you and future leaseholders of your property in full, in accordance with your lease’s service charge apportionment. Please return the form by the deadline stated in our letter.

Not necessarily. The obligation to issue the Landlord Certificate and request an LDoC applies in certain circumstances whether or not a building safety defect has been identified. In some cases we issue these documents as part of routine compliance when a property is being sold, rather than in response to a known defect.

The current owner is responsible for completing the LDoC, but you may need to obtain information from the previous owner or your conveyancer to confirm the ownership and occupancy status of the property on that date. The previous owner is required to confirm their ownership status as at 14 February 2022 if asked.

You need to supply the LDoC to the current owner of the property and notify us that you have done so. This will allow the current owner to evidence the ownership history and confirm the sale or transfer of the property.

The LDoC is a form introduced by the Building Safety Act 2022. It enables your landlord to establish whether you qualify for financial protections against certain building safety costs, and if so, what your maximum contribution towards those costs will be.

The protections apply to buildings in England that are at least 11 metres or 5 storeys in height, contain at least 2 units, and were built before 28 June 2022. They do not apply to all leaseholders — your eligibility depends on factors including whether the property was your main home on 14 February 2022 and the price you paid for it.

Completing and returning the LDoC is important. Without it, your property will not benefit from the cost protections the Act provides, and you and future leaseholders of your property may remain fully liable for building safety costs under your existing service charge apportionment.

Your property will not qualify for the leaseholder protections against building safety costs provided by the Building Safety Act 2022. Any costs from which you might otherwise have been protected could be charged to you and future leaseholders of your property in full, in accordance with your lease’s service charge apportionment. Please return the form by the deadline stated in our letter.

Not necessarily. The obligation to issue the Landlord Certificate and request an LDoC applies in certain circumstances whether or not a building safety defect has been identified. In some cases we issue these documents as part of routine compliance when a property is being sold, rather than in response to a known defect.

The current owner is responsible for completing the LDoC, but you may need to obtain information from the previous owner or your conveyancer to confirm the ownership and occupancy status of the property on that date. The previous owner is required to confirm their ownership status as at 14 February 2022 if asked.

You need to supply the LDoC to the current owner of the property and notify us that you have done so. This will allow the current owner to evidence the ownership history and confirm the sale or transfer of the property.

The LDoC contains a specific section for shared ownership leases. You must declare the percentage share you owned in the property. Without this information, your building owner will assume 100% ownership and the wrong cost cap may be applied.

The LDoC itself sets out what is required. Common examples include: a utility bill or council tax bill in your name at the property dated 14 February 2022 (to confirm it was your main home); a copy of the HM Land Registry title showing current ownership and the last sale date; a copy of your sale contract or completion statement confirming the price you paid; and if you are a shared ownership leaseholder, a copy of your shared ownership lease and associated documentation confirming your percentage share at 14 February 2022.

A Landlord Certificate is a document your landlord is required to issue under the Building Safety Act 2022 (the Act) and associated regulations. It sets out key information about the building and the landlord, and is used to establish what protections apply to leaseholders in relation to building safety costs — particularly the costs of remedying historical fire safety defects.

You will receive a Landlord Certificate in certain circumstances specified by the Act, including where your landlord becomes aware of a relevant building safety defect, or where you are selling your property. Receiving one does not necessarily mean a defect has been found — the certificate may be issued as a precautionary step.

The certificate does not require any action from you unless it is accompanied by a request for a Leaseholder Deed of Certificate (see below).

Claims history is one factor in setting your premium, but insurers also take into account construction type, flood risk, geographic location, fire safety status, and other underwriting considerations. A clean claims history is therefore only part of the picture.

Yes, subject to a specific process. You must provide three alternative quotations detailing cover, excess levels, and principal terms and conditions; a copy of the policy wording; a statement of fact confirming the construction details and claims history provided to those insurers (including any fire safety risks); and confirmation that each insurer holds a UK S&P credit rating of A- or better. If these conditions are met, we will ask our insurers to review the position. We are unlikely to permit cover to move away from our group programme.

Excesses reflect insurers’ assessment of risk based on claims history for the individual building and statistical data on flood, escape of water, and other perils in the relevant area. Buildings with a history of claims may face higher excesses at renewal.

Premiums are apportioned in accordance with the terms of your lease.

No. Insurers do not use EWS1 ratings as a primary factor in setting premiums. They assess the Estimated Maximum Loss, which is based on construction materials, presence of combustible cladding or insulation, timber balconies, and similar factors. EWS1 is focused on life safety and evacuation, which is a different assessment from fire spread and structural damage risk. It is therefore possible to have a strong EWS1 rating but a high premium where combustible materials remain present.

Although your building is safe for occupation, insurers are still exposed to an increased risk of fire damage and a potentially higher Estimated Maximum Loss while the cladding defect remains unresolved. Premiums are likely to reduce once remediation is complete.

Penult Capital Partners Limited, your landlord’s regulated insurance department, carries out a substantial range of work in connection with the insurance programme. This includes invoicing and premium collection, appointment and management of brokers and insurers, claims co-ordination, tendering, management of reinstatement cost assessments, distribution of FCA-mandated leaseholder disclosures, and regulatory compliance. The commission paid by insurers reflects this work. It does not inherently increase the cost of insurance — if Penult did not carry out this work, it would have to be done by the insurer or broker at cost. Our commission level is among the lowest in the sector.

If an insured event makes a residential unit uninhabitable, the policy covers reasonable alternative accommodation costs while repairs are carried out. Where the property is let, the cover also allows continued payment of rent to the leaseholder during that period.

Yes. The policy automatically notes the interest of freeholders, leaseholders, mortgagees, and debenture holders. You do not need to arrange for your lender’s interest to be noted separately.

Insurers maintain detailed flood mapping data, categorising regions as high, medium and low risk. This data is compiled from years of information on the actual flooding experience in different areas, as well as individual homes. Both premiums and excesses may increase in higher risk zones, or where an individual property has suffered flooding.

Our sister company Penult Capital Partners Ltd arranges our group insurance programme on behalf of your landlord. Penult Capital Partners Ltd is an Appointed Representative of Arthur J Gallagher (UK) Ltd which is authorised and regulated by the Financial Conduct Authority. Registered Office: The Walbrook Building, 25 Walbrook, London EC4N 8AW. Registered in England and Wales. Company Number: 01193013. Our main buildings insurers are currently Zurich, Ecclesiastical and AXA.

The disclosure documents can be found in the relevant links, below

• AXA
• Ecclesiastical
• Zurich

Insurance certificate and leaseholder disclosure documents, including policy wordings and insurer policy summaries, are available via the Homeowner Portal.

Bulk placement generally achieves better pricing and terms, and can secure cover for buildings that would be difficult to insure individually. All buildings are nonetheless priced individually on their own risk profile. The FCA recognised the merits of this approach in its September 2022 report on insurance for multi-occupancy buildings.

No. It is your landlord’s obligation under the lease to arrange buildings insurance and the landlord is in a better position to obtain adequate cover on suitable terms. Individual leaseholders are not permitted to place alternative cover.

The UK remains at material risk of terrorism. Landlords are generally required by their leases to insure prudently against a range of risks, and the First-tier Tribunal has consistently agreed that terrorism cover is appropriate. The RICS Management Code also states that serious consideration must be given to arranging it. Premiums reflect geographic risk and are currently reducing across the market.

The disclosure documents can be found in the relevant links, below

• AXA
• Ecclesiastical
• Zurich

Insurance certificate and leaseholder disclosure documents, including policy wordings and insurer policy summaries, are available via the Homeowner Portal.

Claims history is one factor in setting your premium, but insurers also take into account construction type, flood risk, geographic location, fire safety status, and other underwriting considerations. A clean claims history is therefore only part of the picture.

Bulk placement generally achieves better pricing and terms, and can secure cover for buildings that would be difficult to insure individually. All buildings are nonetheless priced individually on their own risk profile. The FCA recognised the merits of this approach in its September 2022 report on insurance for multi-occupancy buildings.

Payment is due within 14 days of the date of invoice, as confirmed on the invoice itself. If you anticipate difficulty paying, please contact us as soon as possible.

No. It is your landlord’s obligation under the lease to arrange buildings insurance and the landlord is in a better position to obtain adequate cover on suitable terms. Individual leaseholders are not permitted to place alternative cover.

Your complaint will be logged and forwarded to our insurance team for review. You will receive an acknowledgement within 3 working days.

If your complaint is around premium or freeholder commission levels, we will provide a response within 15 working days. This will inform you of the outcome of our investigation and any actions taken as a result. We may alternatively advise any reasons if the investigation will take longer than expected.

If you are dissatisfied with our response and wish to escalate your complaint, we will immediately forward your escalated complaint to our insurance brokers, Arthur J Gallagher (UK) Ltd. They will respond to you directly using their own complaints procedures.

If your initial complaint is more complex, we will forward it immediately upon receipt to Arthur J Gallagher (UK) Ltd and they will respond to you directly.

Should you be dissatisfied with Arthur J Gallagher (UK) Ltd’s final response, they will advise you of further recourse available to you from the Financial Ombudsman Service.

Insurance Complaint Form

The UK remains at material risk of terrorism. Landlords are generally required by their leases to insure prudently against a range of risks, and the First-tier Tribunal has consistently agreed that terrorism cover is appropriate. The RICS Management Code also states that serious consideration must be given to arranging it. Premiums reflect geographic risk and are currently reducing across the market.

If an insured event makes a residential unit uninhabitable, the policy covers reasonable alternative accommodation costs while repairs are carried out. Where the property is let, the cover also allows continued payment of rent to the leaseholder during that period.

Yes. The policy automatically notes the interest of freeholders, leaseholders, mortgagees, and debenture holders. You do not need to arrange for your lender’s interest to be noted separately.

Insurers maintain detailed flood mapping data, categorising regions as high, medium and low risk. This data is compiled from years of information on the actual flooding experience in different areas, as well as individual homes. Both premiums and excesses may increase in higher risk zones, or where an individual property has suffered flooding.

To make an insurance claim please see the contact details on your certificate of insurance. You can access your certificate on our Homeowner Portal

Penult Capital Partners Limited, your landlord’s regulated insurance department, carries out a substantial range of work in connection with the insurance programme. This includes invoicing and premium collection, appointment and management of brokers and insurers, claims co-ordination, tendering, management of reinstatement cost assessments, distribution of FCA-mandated leaseholder disclosures, and regulatory compliance. The commission paid by insurers reflects this work. It does not inherently increase the cost of insurance — if Penult did not carry out this work, it would have to be done by the insurer or broker at cost. Our commission level is among the lowest in the sector.

Renewal was completed on 25 March 2026. Our brokers negotiated with Zurich and Ecclesiastical individually on each building. Many buildings will see reduced premiums, particularly those where fire safety defects have been remediated. Some buildings with adverse claims history or outstanding fire safety defects will face increases. The sum insured indexation rate for 2026 has been set at 3.7%. Further detail is available in the leaseholder disclosures, which will be published to the Homeowner Portal.

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Yes, subject to a specific process. You must provide three alternative quotations detailing cover, excess levels, and principal terms and conditions; a copy of the policy wording; a statement of fact confirming the construction details and claims history provided to those insurers (including any fire safety risks); and confirmation that each insurer holds a UK S&P credit rating of A- or better. If these conditions are met, we will ask our insurers to review the position. We are unlikely to permit cover to move away from our group programme.

Excesses reflect insurers’ assessment of risk based on claims history for the individual building and statistical data on flood, escape of water, and other perils in the relevant area. Buildings with a history of claims may face higher excesses at renewal.

Premiums are apportioned in accordance with the terms of your lease.

No. Insurers do not use EWS1 ratings as a primary factor in setting premiums. They assess the Estimated Maximum Loss, which is based on construction materials, presence of combustible cladding or insulation, timber balconies, and similar factors. EWS1 is focused on life safety and evacuation, which is a different assessment from fire spread and structural damage risk. It is therefore possible to have a strong EWS1 rating but a high premium where combustible materials remain present.

Our sister company Penult Capital Partners Ltd arranges our group insurance programme on behalf of your landlord. Penult Capital Partners Ltd is an Appointed Representative of Arthur J Gallagher (UK) Ltd which is authorised and regulated by the Financial Conduct Authority. Registered Office: The Walbrook Building, 25 Walbrook, London EC4N 8AW. Registered in England and Wales. Company Number: 01193013. Our main buildings insurers are currently Zurich, Ecclesiastical and AXA.

Although your building is safe for occupation, insurers are still exposed to an increased risk of fire damage and a potentially higher Estimated Maximum Loss while the cladding defect remains unresolved. Premiums are likely to reduce once remediation is complete.

We aim to provide homeowners with a high-quality service. Our complaints procedure ensures that complaints are handled fairly, consistently and promptly.

Complaints about your managing agent
If your complaint relates to the performance of your managing agent or property management company, including service delivery and maintenance issues, you should first raise this with your managing agent and follow their complaints process. If, having done so, you remain dissatisfied, please contact us.

Complaints about insurance
If your complaint concerns insurance specifically, please see our Insurance Complaints Policy, which also contains a link to the insurance complaint form.

Complaints about E&J Estates
If your complaint specifically concerns E&J Estates’ own service, we ask that you submit your complaint using our online Complaints Form, which is the quickest and easiest way for us to investigate your concerns.

If you are unable to use the online form, you may write to us at the address below and request a paper copy of the Complaints Form:

E & J Estates
Prospect Place, Moorside Road, Winchester, Hampshire
S023 7RX

We will send this to you together with details of how to return it.

If you require this policy or the Complaints Form in an accessible format, such as large print, please write to us at the address above and we will be happy to assist.