A leaseholder owns a flat on the top floor of a converted Victorian terrace. Since 2023 the communal roof has been leaking, causing water ingress into her flat and damage to the ceiling, walls, and floor. The freeholder, a small property company, has replied to each report with a message saying they are "getting quotes."
Eighteen months pass with no repair. She contacts Support for Tenants after reading a help centre article about leaseholder claims and whether they qualify for the same kind of support as tenants.
The triage call confirms the key points: the leak is coming from the roof, the roof is within the freeholder's demise and their responsibility under the lease and the Defective Premises Act 1972. This is not a service-charge dispute. It is a disrepair claim.
An independent survey is arranged. The surveyor documents the roof condition, the water ingress route, and the damage to the flat. The report sets out what repair is needed.
The case is progressed under the lease obligations with a panel solicitor on a no-win-no-fee Conditional Fee Agreement. The freeholder carries out the roof repair to settle the claim and pays compensation for the damage the leak has caused.