Complaint not upheldOfficial source – Financial Ombudsman11 September 2024
A mortgage taken out in 2006 on a leasehold property. The borrower had been in a long-running dispute with a property management company about service charges. This service had already decided an earlier complaint about payments made up to August 2020. The Ombudsman dismissed the part of the new complaint covering that earlier period and decided the merits of one further payment. In January 2021 Rooftop received a county court judgment dated 25 November 2020 recording that the borrower owed the management company money. Rooftop wrote to her, told her she was in breach of her mortgage terms, and said that if it did not receive confirmation of an arrangement within ten days it might make the payment to protect its security. It made the payment on 16 February 2021 and added it to the mortgage account.
Complaint not upheldOfficial source – Financial Ombudsman15 September 2020
A complaint that Rooftop made payments to a managing agent claiming service charges on a leasehold property and added the cost to the mortgage balance. Rooftop had received copies of county court judgments recording that the borrower owed the managing agent money, and a copy of a section 146 notice said to have been served on her. Rooftop wrote to the borrower each time it received a request for payment. The complaint was not upheld.
Complaint not upheldOfficial source – Financial Ombudsman20 April 2019
A leasehold mortgage originally taken out with another lender and later transferred to Rooftop. Rooftop paid service charges claimed by a management company after receiving a county court judgment and, later, a notice of proposed forfeiture, and charged a fee for making those payments. It also asked the borrower to pay arrears said to have been capitalised by the previous lender and sent field agents to visit. The management company later accepted that its notice was incorrect in parts and refunded the money paid by Rooftop, which put the account back into the position it would have been in. The complaint was not upheld.