How to Chase Your Freeholder for a Management Pack

You have accepted an offer on your leasehold flat, your solicitor is ready to go, and then everything stalls. The freeholder or managing agent has not sent the management pack. Weeks pass. Emails go unanswered. Your buyer starts asking questions. Your estate agent is chasing you for an update you cannot give.

If this sounds familiar, you are not alone. Slow management packs are one of the most common frustrations in leasehold flat sales, and they are one of the biggest causes of delay in the entire conveyancing process. The good news is that you are not powerless. There are practical steps you can take to chase your freeholder, escalate when chasing does not work, and protect your sale while you wait.

This guide walks you through the entire process, from your first chasing email to a formal complaint and tribunal application if it comes to that. We have also included email templates you can copy and adapt, so you can take action today.

Why is the management pack taking so long?

Before you start chasing, it helps to understand why the pack is late. That way, you can tailor your approach to the specific situation. The most common reasons are:

• High workload. Large managing agents such as FirstPort and Rendall & Rittner handle thousands of LPE1 requests each year. During peak selling periods (spring and autumn), their teams can fall behind, particularly if staff are off sick or if they are dealing with a backlog.
• Understaffing or poor systems. Some smaller agents or individual freeholders simply do not have efficient processes in place. Your request may be sitting in someone's inbox, waiting to be dealt with "when they get a moment".
• Missing information. If the agent is missing documents they need to complete the LPE1 form — for example, a current insurance schedule or up-to-date accounts — they may be waiting for a third party before they can finish the pack.
• No incentive to hurry. Unlike your estate agent or solicitor, the managing agent has no financial stake in your sale completing quickly. Their fee is paid upfront regardless of when they deliver. This creates a structural incentive problem that the leasehold reform movement has been campaigning to address.
• Deliberate delay. In a small number of cases, freeholders or their agents may deliberately delay the pack as a negotiating tactic — for example, if there is an outstanding dispute or if they want to pressure you into paying additional fees. This is uncommon but not unheard of.

Typical management pack timelines

Understanding what is normal helps you judge whether your situation is genuinely slow or just feels slow because you are anxious about your sale. Here are the typical timescales:

If your pack is overdue by more than a week beyond the stated turnaround time, it is time to start chasing. If no turnaround time was given when you ordered, treat anything beyond three weeks as overdue.

Step-by-step chasing process

The key to effective chasing is to be polite, persistent, and methodical. Keep written records of everything. Here is the process we recommend, broken down into stages.

Stage 1: Polite initial chase (week 3 to 4)

Send a brief, professional email to the managing agent or freeholder. Reference your original order, the date you paid, and ask for a specific delivery date. Here is a template you can adapt:

Subject: Management pack request — [your flat address] — order ref [reference number]

Dear [managing agent / freeholder name],

I am writing to follow up on my management pack request for [flat number and building address], placed on [date] with payment of [amount] confirmed on [payment date].

I understand the standard turnaround is [X] working days, which has now passed. I have an active sale in progress and the buyer's solicitor is waiting for this documentation to proceed.

Could you please confirm when I can expect to receive the completed LPE1 pack? A specific date would be very helpful so I can update my solicitor and buyer accordingly.

Many thanks,
[Your name]
[Your contact details]

If you have a named contact at the managing agent, email them directly rather than using a generic inbox. Copy in your solicitor so they are aware the chase has started.

Stage 2: Firmer follow-up (week 4 to 5)

If you do not receive a response within three to five working days, send a firmer follow-up. This time, reference the original email, make clear that the delay is affecting your sale, and introduce the idea that you may need to escalate:

Subject: URGENT — Management pack still outstanding — [your flat address]

Dear [managing agent / freeholder name],

I wrote to you on [date of first chase] regarding the management pack for [flat number and building address]. I have not yet received a response or the pack itself.

The pack was ordered and paid for on [date], which is now [X] weeks ago. My sale is being actively delayed as a result, and my buyer is understandably concerned about the lack of progress.

I would appreciate a response within 48 hours confirming either a definite delivery date or the reason for the delay. If I do not hear from you, I will ask my solicitor to write to you formally and I may need to seek advice from LEASE (the Leasehold Advisory Service) about my rights regarding the provision of leasehold information.

Regards,
[Your name]

Stage 3: Solicitor's formal letter (week 5 to 6)

If your direct chasing has not produced results, ask your solicitor to write a formal letter. A solicitor's letter carries significantly more weight than a direct leaseholder request. Your solicitor should:

• Confirm the date the pack was ordered and paid for
• State that the delay is causing financial prejudice to you as the seller
• Reference your rights under Section 21 of the Landlord and Tenant Act 1985 to request service charge information
• Reference the Commonhold and Leasehold Reform Act 2002 and the obligation to provide management information within a reasonable time
• Set a deadline of 7 to 14 days for delivery of the pack
• State that failure to comply may result in an application to the First-tier Tribunal (Property Chamber)

Most managing agents respond to a solicitor's letter within the deadline given. If your solicitor is being slow about sending this letter, chase them too — you need everyone pulling in the same direction.

Stage 4: LEASE advisory service (week 6 to 7)

If the managing agent still has not responded, contact LEASE (the Leasehold Advisory Service, now part of the Leasehold Knowledge Partnership). LEASE is a government-funded organisation that provides free initial advice to leaseholders in England and Wales. They can:

• Confirm whether the freeholder is acting unreasonably
• Advise on the strength of a potential tribunal application
• Help you draft a formal complaint
• In some cases, contact the managing agent directly on your behalf

You can reach LEASE by phone on 020 7832 2500 or through their website at lease-advice.org. They deal with cases like this regularly and can tell you quickly whether your situation warrants formal escalation.

Stage 5: First-tier Tribunal application (last resort)

If all else fails, you can apply to the First-tier Tribunal (Property Chamber) for an order compelling the freeholder or managing agent to provide the information. Under Schedule 11 of the Commonhold and Leasehold Reform Act 2002, the Tribunal can determine disputes about administration charges, and under the Landlord and Tenant Act 1985, it can address failures to provide required information.

In practice, the mere act of making a tribunal application — or even just telling the freeholder you are about to — is often enough to prompt action. The application fee is typically between £100 and £300, and the Tribunal can order the respondent to reimburse it if your application succeeds.

Be aware, however, that tribunal proceedings can take several weeks to several months. If your sale is urgent, the threat of tribunal action is usually more useful as a negotiating lever than as an actual remedy.

Phone chasing: when email is not enough

Email is important because it creates a paper trail, but sometimes a phone call is what finally gets things moving. If your emails are being ignored, call the managing agent directly. Here are some tips for effective phone chasing:

1. Ask for the person handling your case by name. Generic customer service teams may not know the status of your request. Ask to be put through to the sales information team or the specific person assigned to LPE1 requests.
2. Be polite but direct. State your flat address, the date you ordered the pack, and that it is now overdue. Ask for a specific delivery date rather than a vague assurance that it is "being worked on".
3. Take the name of whoever you speak to. Note their name, job title, and what they committed to. Follow up with an email confirming the conversation: "Dear [name], thank you for our call today. You confirmed that the management pack for [address] will be sent by [date]."
4. Escalate to a manager if needed. If the person you speak to cannot give you a date, ask to speak to their supervisor or the office manager. Be calm but firm — explain that the delay is jeopardising your property sale.

How your solicitor can help

Your conveyancing solicitor is a crucial ally in this process. Beyond writing formal letters, there are several other ways they can help:

• Obtaining information from alternative sources. Your solicitor can get the title register and lease from HM Land Registry, which covers some of the information normally found in the management pack. They may also be able to obtain building insurance details from the insurer directly.
• Drafting interim replies to the buyer's solicitor. While the management pack is outstanding, your solicitor can send a partial contract pack to the buyer's side with a note that the LPE1 is awaited. This keeps the transaction moving and shows the buyer that progress is being made.
• Contacting the freeholder's solicitor. If the freeholder or managing agent is not responding to direct contact, your solicitor may be able to reach them through their own legal representatives, who are more likely to respond to professional correspondence.
• Advising on legal rights. Your solicitor can explain your specific rights based on the terms of your lease and the relevant legislation, and can assess whether a tribunal application is worthwhile in your circumstances.

Make sure your solicitor knows the urgency of the situation. If they are not chasing actively enough, you may need to push them — see our guide on what to do if your solicitor is slow for practical advice on that front.

Can you get the information from alternative sources?

If the management pack is severely delayed, you may wonder whether you can piece together the information from other sources. The short answer is: partially, but not entirely.

The critical point is that the completed LPE1 form itself — which brings all of this information together in a standardised format — can only come from the party managing your building. There is no workaround for this. The buyer's solicitor and mortgage lender will require it, and your sale cannot proceed to exchange without it.

That said, gathering what you can from alternative sources is still worthwhile. It allows your solicitor to begin completing theTA7 form and send a partial contract pack to the buyer's side, which keeps the transaction moving and demonstrates good faith.

What to do if the freeholder genuinely will not respond

In rare cases, the freeholder is not just slow but genuinely uncontactable. This can happen when:

• The freeholder is an overseas company with no UK presence
• The freeholder has gone into administration or been dissolved
• The freeholder is an individual who has died or moved without updating their contact details at HM Land Registry
• The managing agent has resigned or been removed and no replacement has been appointed

If you genuinely cannot trace or contact your freeholder, your options include:

1. HM Land Registry search. Your solicitor can obtain the registered details of the freeholder from the Land Registry. If the registered address is out of date, the Land Registry may hold alternative contact information.
2. Companies House search. If the freeholder is a limited company, you can check its current status, registered office, and directors at Companies House. If the company has been dissolved, you may need to apply to have it restored to the register.
3. Tracing agents. Professional tracing agents can locate individuals and companies for a fee, typically £100 to £300. Your solicitor can recommend one.
4. Right to manage or collective enfranchisement. If the freeholder is absent, leaseholders may be able to exercise the right to manage under the Commonhold and Leasehold Reform Act 2002, or collectively purchase the freehold. These are longer-term solutions but may be the right path if the building has no effective management.
5. County Court vesting order. In extreme cases, leaseholders can apply to the County Court for a vesting order to take over the freehold where the freeholder cannot be found. This is a last resort and involves court proceedings, but it provides a permanent solution.

LEASE can advise on all of these options and help you determine the most appropriate route for your specific circumstances.

Keeping your buyer on side while you wait

While you are chasing the freeholder, it is equally important to manage your buyer's expectations. Buyers who feel they are being kept in the dark are far more likely to walk away. Here is how to keep them engaged:

1. Communicate through your estate agent. Ask your estate agent to keep the buyer's agent (or the buyer directly, if there is no agent) updated on a weekly basis. A simple message — "the seller is actively chasing the management pack and their solicitor has written to the managing agent with a deadline of [date]" — goes a long way.
2. Be honest about the cause of the delay. Buyers who are told the truth about a managing agent delay are usually sympathetic, particularly if they are buying a leasehold property themselves and understand the process. Vague reassurances without explanation will erode trust.
3. Show progress on other fronts. While the management pack is outstanding, make sure everything else is moving. Complete your property information forms, respond to any buyer enquiries promptly, and ensure your solicitor has sent everything they can to the buyer's side.
4. Offer a timeline. Even if you cannot guarantee a date, give the buyer a realistic window. "We expect the management pack within the next 10 working days based on our latest correspondence with the managing agent" is better than "we are waiting for the management pack".

Complaining about your managing agent

If the delay has been unreasonable and has caused you financial loss or distress, you have grounds to make a formal complaint. The route depends on who your managing agent is:

• ARMA members. If your agent is a member of the Association of Residential Managing Agents, you can complain under their code of practice. ARMA requires members to handle sales information requests efficiently and transparently.
• RICS-regulated firms. If your agent is regulated by the Royal Institution of Chartered Surveyors, the RICS Service Charge Residential Management Code sets standards for the provision of information during sales.
• The Property Ombudsman. Some managing agents are members of The Property Ombudsman scheme. If so, you can escalate a complaint to the Ombudsman after exhausting the agent's internal complaints process.
• The Housing Ombudsman. If your building is owned by a registered social landlord (such as a housing association), you can complain to the Housing Ombudsman Service.

A formal complaint will not speed up your current pack request, but it creates an official record that may support a later claim for compensation and helps protect future leaseholders in your building from similar delays.

How to avoid this problem next time

If you are reading this guide, you are probably already in the middle of a frustrating delay. But for future reference — or if you are at the start of your selling journey and want to avoid this situation entirely — here are the most effective preventive steps:

1. Order the management pack before you list. This is the golden rule. If the pack is already with your solicitor when you accept an offer, the freeholder's speed is irrelevant. For more on the costs involved, see our guide on leasehold management pack costs.
2. Pay for expedited delivery. If your managing agent offers an expedited service (typically £50 to £150 plus VAT), it is usually worth the extra cost. Cutting two to three weeks off the delivery time can prevent significant stress and reduce the risk of your sale stalling.
3. Use the agent's preferred ordering method. Many large agents have online portals for ordering the management pack. Using the correct channel ensures your request is logged properly and does not get lost.
4. Confirm the turnaround time in writing. When you place the order, ask the agent to confirm the expected delivery date by email. This gives you a clear benchmark for when to start chasing.
5. Alert your solicitor immediately. Tell your solicitor when you have ordered the pack and when you expect it. This allows them to plan the rest of the conveyancing work around that date and to step in quickly if it is late.

Your legal rights: a summary

Several pieces of legislation give leaseholders the right to request and receive information from their freeholder or managing agent. The most relevant are:

• Landlord and Tenant Act 1985, Section 21. Gives leaseholders the right to request a written summary of service charge costs for the previous accounting period. The landlord must comply within one month of the request, or within six months of the end of the accounting period, whichever is later. Failure to comply without reasonable excuse is a summary offence.
• Landlord and Tenant Act 1985, Section 22. Gives leaseholders the right to inspect the accounts, receipts, and other documents supporting the service charge summary. The landlord must make these available within 21 days of a written request.
• Commonhold and Leasehold Reform Act 2002, Schedule 11. Allows leaseholders to challenge the reasonableness of variable administration charges (including management pack fees) at the First-tier Tribunal.
• Leasehold and Freehold Reform Act 2024. Includes provisions for the government to cap or regulate fees charged during leasehold sales. As of early 2026, the relevant secondary legislation has not yet been implemented, but these provisions signal the direction of travel for leasehold reform.

These rights exist to protect you. While most sellers resolve the issue through persistent chasing and a solicitor's letter before ever needing to invoke them formally, knowing your rights strengthens your position in every conversation with the freeholder or managing agent.

Sources

• Landlord and Tenant Act 1985, Sections 21–22 — legislation.gov.uk
• Commonhold and Leasehold Reform Act 2002, Schedule 11 — legislation.gov.uk
• Leasehold and Freehold Reform Act 2024 — legislation.gov.uk
• LEASE (Leasehold Advisory Service / Leasehold Knowledge Partnership) — lease-advice.org
• Law Society of England and Wales — Leasehold Property Enquiries (LPE1) form and guidance
• ARMA (Association of Residential Managing Agents) — arma.org.uk
• RICS Service Charge Residential Management Code, 3rd edition — rics.org
• First-tier Tribunal (Property Chamber) — gov.uk
• The Property Ombudsman — tpos.co.uk
• Housing Ombudsman Service — housing-ombudsman.org.uk
• HM Land Registry — gov.uk/government/organisations/land-registry
• Companies House — find-and-update.company-information.service.gov.uk

Related guides

• Solar Panels on a Leasehold Property: What Sellers Need to Know
• Your Freeholder Won't Respond: What to Do When Selling
• Forfeiture Clauses in Leases: What Buyers Check
• Management Company Problems When Selling a Flat

Frequently asked questions