FAQ's

Why do I pay service charge on the estate?

The service charge collected from residents and commercial users primarily pays for the gardening and warden contracts plus the cost of Hazelvine who administer our affairs and collect the service charge. In addition the funds pay for general maintenance around The Village as well as helping to build up a capital fund to pay for larger maintenance projects in the future.
Who owns the Village Association?

You do! As an owner of a property on the estate, you are a member of the VA.
I'm in a rented home. Am I a member of the Village Association?

The owner of the home is the member of The Village Association who has voting rights. However as a resident, The Village Association is interested in your views and not only will you receive regular newsletters but you will also be consulted on any major issues that The Village Association needs to deal with from time to time.
Who runs the VA?

There are seats for a maximum of 6 resident directors, 2 commercial directors and a position for a registered social housing director.
Who are the current directors of the VA?

See the People page on this website HERE
What is in The Village Code?

Please see the Village Code page HERE
Who is responsible for looking after my front garden?

The VA maintains any grass and planting in each front garden but the trees and any built/hard surfaces/drains etc are the responsibility of the homeowner.
Who is responsible for the landscaping contractors?

The contractors are called Acacia and they have carried out the gardening at The Village for many years. They are managed by the VA and Hazelvine.
Who is responsible for the wardens?

The warden service is provided by Excubitor Ltd. which was set up by a Village resident who previously worked with the Met Police for 30 years. The VA works closely with the wardens to ensure any issues are managed effectively and that improvements to the service are made where possible.
How can I contact the wardens?

Email : VillageWarden@gmail.com / Phone 01883 770611
Who do I call if I have a concern about security?

If it’s a non-urgent Police matter call 101
Who do I call if I see something illegal happening?

Call 999
Who is responsible for the condition and safety of the children’s playground?

Tandridge District Council are responsible for the upkeep, maintenance and safety of the playground.
Who is responsible for the road outside my house?

Most of the roads are ‘public highways’ and are the responsibility of Surrey County Council. You can check on the ownership plan in the Plans section of this website HERE
What can I do about people parking on the road outside my house?

It’s a public highway and any infringements of parking regulations that may occur are the responsibility of SCC.
How do I contact the managing agents?

Hazelvine can be contacted via email at info@hazelvine.com OR paul.macainsh@qdime.co.uk OR by phone on 01628 529765
How do I setup a Direct Debit with Hazelvine?

Direct Debits can be paid quarterly at no charge, or payments can be spread over 12 months for which there is an admin fee of £16.50+vat. For more details and to download the Direct Debit Mandate please see the DIRECT DEBIT webpage HERE.
What is the current collection process operated by Hazelvine?

The Credit Control Dept at Hazelvine monitor individuals’ accounts and send out any reminder letters as necessary. Their process is as follows - Step 1 – A first reminder notice is issued after the due date for payment has passed. This letter advises of any overdue balance and gives 14 days to settle the account. It also advises that a further reminder will be sent after 14 days if the amount is still outstanding, at which point an administration fee of £36 will be added to the account which covers the costs to undertake the additional work of monitoring and chasing arrears. Step 2 – A Final Reminder letter is sent after the 14 days has passed. This confirms that the admin fee of £36 has been added and the total amount now owed. It advises that a further 14 days has been given to allow for payment to be received, after which the account will be referred to external debt recovery specialists. It also advises the additional administration fees they may charge for chasing arrears. Step 3 – If there is still no contact, then the account will be passed to Allsquare Law. They send a letter introducing themselves and advising that since they are now handling the situation, to contact them to arrange payment. They also advise of their fees which are liable and also warns of the risk of legal action.
How can I be sure that the service charge won’t go up when anything big needs fixing?

Your directors monitor planned and potential exceptional capital expenditure and, as far as possible, make sure there are reserves available from time to time to meet those costs so the service charges are smoothed out.
Who is responsible for looking after the cricket green and the pavilion?

Caterham Barracks Community Trust are responsible for the upkeep, maintenance and safety of the cricket green and pavilion and are responsible for lettings on the Green.
Who is responsible for looking after the arc?

Caterham Barracks Community Trust
How can I contact CBCT?

Email dickmoran@theofficersmess.co.uk or visit www.caterhambarracks.org.uk
How can I contact the Village Association?

By email to office@thevillageassociation.org
How can I be kept informed?

Please use the subscribe form HERE Your email address will only be used for VA news and will not be shared with any third party. You have the ability to unsubscribe at any point. You can also unsubscribe by emailing office@thevillageassociation.org and your details will be removed from our database
I have heard that 75% of members need to approve any changes to services, is that true?"

No, that's not true. The elected VA directors have the ability to manage everything on the estate in the best interests of the members; clause 2.2 of the rent charge deed allows 75% of members to require the VA to do or not to do something if they were unhappy with how the estate was being run.