Ground rent is under increasing pressure. Leaseholders ask more questions, media scrutiny has increased, and landlords need to explain not only the charges but also how they communicate them. For institutional investors and freeholders with large portfolios, how ground rent is explained is just as important as the legal right to collect it. A formal demand on its own no longer suffices.
Clarity, consistency and timing are more important than ever. Getting communication right goes beyond reducing complaints. It protects income, lowers enforcement costs, and gives clients the confidence that leaseholder engagement is managed carefully. When communication works well, everything else becomes easier.
What is Driving the Pressure
Ground rent is usually a small, regular payment, but it has become a sensitive issue. Public opinion has shifted, and some leaseholders see it as outdated or unfair. Campaigns to abolish ground rent have gained attention. While the legal framework remains in place, the conversation around ground rent has changed.
Operational challenges have also grown. Contact details are often incomplete or out of date, making leaseholders harder to reach and with increasing number of overseas leaseholders the need for accurate communication methods is a key element of successful rent collection. Many freeholders may still rely on paper files and fragmented data which makes giving clear answers difficult, even for basic questions.
The Impact of Poor Communication
When leaseholders cannot get clear answers, their confidence declines, queries remain unresolved, formal demands are ignored, and disputes drag on. This usually leads to rising arrears which slows cash flow and raises recovery costs.
Poor communication also harms reputation. Leaseholders share negative experiences publicly, and inconsistent or unclear communication increases reputational risks.
These problems multiply in large portfolios. Investors expect strong operational control, fair treatment of leaseholders, and income management that stands up to scrutiny.
What Effective Communication Requires
Accurate data is the foundation. Without clear information on ownership, lease terms, and due dates, providing accurate advice or issuing valid demands is nearly impossible.
Timing is essential. Leaseholders should be kept informed ahead of charges with routine reminders, updates, and prompt responses to their questions. Delays only make problems harder to solve.
Consistency is key. Everyone involved—from managing agents to legal teams and customer service—needs to share the same information. When answers vary by respondent, trust quickly fades.
How Innovus Manages This
Innovus manages ground rent services across more than 42,000 units in England and Wales. Our services include direct leaseholder contact, arrears management, lease event handling, and coordination with managing agents and legal teams.
Every new portfolio starts with a thorough data review. We verify ownership, update lease terms, and confirm all available contact details. We place particular emphasis on capturing verified email addresses and phone numbers to reduce reliance on postal communication.
We track every interaction and maintain clear audit trails. Leaseholders receive clear, well-explained information. All queries are logged and followed through carefully. When payment issues arise, our approach focuses on resolving them early and constructively.
Because our teams work across the full leasehold lifecycle, not just billing, we can provide context, explain terms, and deliver coordinated responses that reflect the full picture.