Leaseholder buildings insurance

You are responsible for insuring the contents of your home. We are responsible for buildings insurance, which covers the structure of your home.

The structure of your home includes its fixtures and fittings, and any part of the communal areas that your lease says you are responsible for.

The policy includes the interest of the freeholder, any lessee or mortgage.

The cost of the buildings insurance is included in your service charge and the amount takes into account the rebuild cost of your property.

The policy provides cover for damage caused to the building by:

  • fire, explosion, lightning, earthquake or smoke
  • storm or flood
  • riot, civil unrest, strikes, or labour or political disturbances
  • malicious persons or vandals
  • impact by aircrafts, vehicles or animals
  • escape of water from water tanks, pipes, equipment or fixed heating systems
  • water freezing in tanks, equipment or pipes, heating fuel leaking from a fixed
  • heating system
  • theft or attempted theft
  • falling radio or television aerials, solar panels, wind turbines and security
  • equipment, their fittings and masts
  • falling trees or branches, telegraph poles, pylons or lamp posts
  • subsidence or heave of the land on which the buildings stand, or landslip
  • accidental damage to drains, pipes, cables and underground tanks used to provide services to or from the buildings
  • accidental breakage of glass in doors or windows, or ceramic hobs, sanitary ware and solar heating panels fixed to and forming part of the buildings
  • accidental damage

The policy also provides cover for loss of rent and cost of alternative accommodation, locks and keys and property owners liability insurance.

You need to be aware that some insured events are not covered if the property has been unoccupied for more than 30 days in a row.

You will need to let us know if:

  • you no longer live in the property and you have decided to rent it out
  • the property will be empty for more than 30 days
  • you carry out internal alterations

Make a claim

You need to report any loss or damage incurred as soon as possible.

Incidents before 1 April 2023

Your buildings insurance up to 31 March 2023 was provided by Avid Insurance Services Ltd. If you want to make a claim for an incident that happened before 1 April 2023, you need to contact their claims handlers Questgates Ltd directly on 01204 860427 (office hours) or 01214 110 535 (out of hours).

You will need to quote the policy number 2022CP000276 when you call them.

Property damage incidents after 1 April 2023 (section 1)

Your buildings insurance is currently provided by Protector Insurance. If you want to make a claim for an incident which occurred from 1 April 2023 onwards, you need to contact their claims handlers, Sedgwick’s.

You can contact them by phone during office hours (9am to 5pm) Monday to Friday on 0161 823 1912. You can also contact them by email

You will need to quote the policy reference 3141691 when you contact them.

You must report a claim as soon as possible and provide full details within 30 days of the incident (7 days it the claim concerns riot or malicious damage) including supporting evidence in writing. If you do not do this, your claim may be declined

If you make a claim for theft, attempted theft or malicious damage, you need to inform the police of the incident and get a crime reference number. 

Each claim you make will be subject to a policy excess which is stated in the policy documents.

Property owners liability claims after 1 April 2023 (section 2)

If you receive notification of a property owners liability claim outlined in section 2 of your policy, you will need the portal compensator ID: C00585

You can make a property owners liability claim by phone during office hours (9am to 5pm) Monday to Friday on 0161 274 9077.

You can also email or register your claim online

You must notify Protector of all incidents which:

  • involve the Health and Safety Executive, environmental health organisation or any other regulatory bodies
  • are serious, including fatality, head injuries, spinal injuries, and amputations
  • are a formal claim

Full policy details and cover are explained in the policy documents:

Contact information

Home Ownership
Harlow Council
Civic Centre
The Water Gardens
College Square
Harlow CM20 1WG