How a leaseholder gets in, what they see on Home, Statement, Documents, Issues and Messages, and what reaches you when they act.
The leaseholder portal is where the leaseholders in your building see their charges, their paperwork and the jobs that affect their flat. This article shows what they see and do there, and what reaches you when they do it.
It exists on a building you manage, for the flats you record as a leaseholder's flat. A flat you let yourself has a tenant, not a leaseholder. See The tenant portal for that.
You invite them. Open the building from Properties, stay on Overview, and select the flat under Units. A window opens for that flat.
Alice, the leaseholder in these pictures, shares Flat 1 with Tom Brook, who was invited this way. The picture shows the window with Tom's details typed, before Send invitation. Under Leaseholder, select + Invite another. Type their email address. Their name and phone are optional. Select Send invitation.
They get an email to set a password. Inviting the same address again sends the email again. Once they have signed in, their card shows Portal access and the date they joined. The bin icon on a card removes their access.
You can also invite when you add the flat. See Adding units to a building. The Leaseholders tab on Contacts lists everyone across your buildings. A person who has not yet accepted reads Invited · awaiting.
A joint lease can have two holders on one flat. Each has their own login and sees the same flat.
When your leaseholder opens the link, a Set up your account screen shows their flat and their email address. They choose a password of at least eight characters and select Continue. A welcome page confirms the flat. They select Continue to my account and land on Home.
The menu has five places: Home, Statement, Documents, Issues and Messages. On a computer it runs down the left. On a phone it runs along the bottom.
Home shows four things. Your property says whether they live in the flat or rent it out, and who their tenant is. Your charges shows what they owe, with Overdue or Up to date beside it. Alice's £2,250 is her service charge of £2,000 plus her ground rent of £250. Documents/Notices shows anything new from you. Maintenance issues lists jobs that affect their flat.
Under Your property, a leaseholder can type in their tenants, edit the flat's basic details and change their own contact details. They cannot change anything else about the flat.
A leaseholder who rents out the flat is offered Manage with Abodient. It leads to a separate sign-up for landlords. It does not touch your building.
Every money page ends with a line saying it is a record of their account, not a demand for payment.
They see their own flat and building and nothing else. They never see another leaseholder's account or your own accounts.
The Statement page shows one year at a time, with a year picker at the top right. It splits into Service charge, Ground rent and Payments received.
Each service charge instalment shows its date and reads Paid or Not paid. Ground rent shows what is due and what has been received. If you have not set one, it reads Not recorded, and the page tells the leaseholder that is not the same as there being none. Payments received lists each payment and what it went towards.
The figure at the top also counts anything left unpaid from earlier years, so it can be larger than the instalments below. Alice's £2,000 is the £1,200 not yet paid for 2026 plus £800 left from 2025.
Everything on the Statement comes from your building's Service charge tab. Set up there has Opening balance, Set charges and Budget for the year. Set charges is where you give each flat its service charge and its ground rent. Record money logs a payment as it arrives. Until you set up a flat, its leaseholder sees Not set yet and nothing is owed.
The tab adds up as follows. The account holds the opening balance, plus the charges received, less the spending: £4,200 + £10,700 − £3,897 = £11,003. A payment shows on a leaseholder's Statement as soon as you record it. See The Service charge tab.
The Documents page has tabs: All, Your documents, Served on you and The block & your flat.
Served on you holds anything you formally served, with the date. Here it holds the fire risk assessment, served on 16 Oct. The block holds the building's papers that you shared. Your flat holds the flat's lease, which they can add. Your documents is the leaseholder's own: they can upload files and choose who sees each one.
Here the fire risk assessment is shared with Flat 1 only. The email goes to each person who holds a ticked flat, once per address, so both Alice and Tom get it. The document's row then reads Shared with Flat 1.
See A building's Documents tab.
Open the flat's window on Overview and select Serve a document. A window titled Record a document served on Flat 1 opens. It lists the people on the flat who have joined, the Document to choose from the building's papers, and How it was delivered: By email, In their portal, or both. Under Already served it lists what you have served on this flat before.
Choose the document and select Record as served. The record and the email go to everyone listed, so on a joint lease both holders get it. A document can be served on one flat only once. To serve it on another flat, add a second copy to the building's papers.
Each ticked method records its own date. The portal option works only for a leaseholder who has agreed to receive documents there. If they have not, we refuse it and say why.
A leaseholder who uploads a document chooses who can see it: Only me, The building manager, or their tenant. If they pick you, it appears in the flat's window under Shared documents, marked as shared by them. You can open it but not change it.
The Issues page lists jobs on the building that affect their flat. Raise something is the button at the top right.
It opens a box headed Something wrong with the block?. They write it in their own words, choose Common parts, Whole block or My flat, add a photo or video if they want, and select Send. The report is dated, so they have a record of when they said it. Alice wrote "The stair light on the second floor landing is out" and chose Common parts. That sentence becomes the report's title.
A row appears in your Inbox, headed "Alice raised:" and the words she wrote, with a View button. No email or push goes out for it.
The report also sits on the building's Maintenance tab under Reports from leaseholders, with the flat and the date.
Select Raise a job from this to turn it into a block job. Until you do, the leaseholder sees "The building manager hasn't turned this into a job yet." Once it is a job, they follow it on their Issues page. It has Updates, Documents and Messages tabs, and shows its Cost to the block.
You choose what they see. Inform leaseholders on a job lets you tick the flats to tell, by portal, by email or both. Sharing a visit's outcome can go to leaseholders in the same way. See A building's Maintenance tab.
A problem inside their own flat is normally their own repair. The common parts and the building are yours.
Messages lists the leaseholder's conversations. Everyone in Ledger Court is the neighbours alone. Everyone + the building manager includes you. The building manager is their one-to-one with you. Each report or job they are part of also appears as a row tagged Maintenance issue, such as Alice's stair light report.
They can message any neighbour who is on the portal, or start a group. Share my details controls what a neighbour sees when they open their contact card. A leaseholder with flats in more than one building picks the building at the top.
Open the building and select Messages. You see Everyone + you, and a row for each leaseholder who has written to you, named by flat and person, such as Flat 1 · Alice. Select it to read and answer. New message lets you message one leaseholder or start a group with the people you pick.
You never see the leaseholders' own conversations. That means the neighbours' group, their groups and their one-to-ones with each other. A note beside the heading says so.
