Grove Park Stock Transfer to Phoenix FAQs

Welcome to Phoenix! We have put together some commonly asked questions to give you more information about to help you now that you have become a Phoenix resident. 

Will my tenancy or lease change?

No, you will keep your existing tenancy or lease agreement. There will be no changes to any of the terms of your agreement without consulting you. You will not need to sign a new tenancy.


Will my rent change?

No, your rent won’t change because of the transfer to Phoenix. However, your rent will continue to be reviewed each year as set out in your tenancy agreement. Phoenix will continue to review your rent each year. 

Will my service charge change?

No, you will continue to pay any service charges as set out in your tenancy or lease agreement. We  will strive to ensure you receive good value for money for services and will consult you on any significant changes they want to make.

How can we be sure Phoenix will keep the promises made by L&Q when the transfer goes ahead?

L&Q are proud of the work they have done in Grove Park and a part of that is the fulfilment of the promises made from the original stock transfer. The transfer has taken place on the basis that L&Q are satisfied following both due diligence and consultation that Phoenix will provide a great service to you and your neighbours and will continue to satisfy the terms of the original transfer.

What will happen if I have an existing complaint logged with L&Q?

L&Q will work to resolve all existing complaints before the transfer. For any complaints that haven’t resolved before the transfer happens, L&Q will continue to liaise directly with you to resolve these, while working in partnership with Phoenix where required.


What will happen to any outstanding repairs I have with L&Q?

L&Q will work to resolve all outstanding repairs before the transfer. For any repairs that haven’t been completed by the transfer, these will be taken on by Phoenix. To ensure a smooth handover, L&Q have been working closely with us to provide updates on  all the ongoing repairs.

. What happens if I'm in the middle of extending my lease?

The lease extension process hands over to Phoenix and will continue through to completion. The terms of the lease extension will be unaffected by the transfer.

How do I contact Phoenix?

You can contact Phoenix by calling 0800 0285 700 or emailing You can also log onto the resident portal, once you have an account, to contact Phoenix at any time.

How do I pay my rent and service charges after the transfer has happened?

You can pay your rent and service charges to Phoenix by Direct Debit. Direct Debit is the easiest and most convenient way to pay and means that you don’t have to worry about paying your rent and service charges on time. You can also pay your rent by using rent cards, which are due to arrive on Friday 3 December or Monday 6 December. You can also pay by setting up a standing order, by contacting Phoenix by phone and by using Phoenix’s resident portal, MyPhoenix. If you are having problems paying your rent or service charge, please contact our Financial Wellbeing staff. We are there to help.

Who will my new housing officer and caretakers be?

If you’re a tenant, your new housing officer is Rita Ema or Carine Kegnia. If you are a leaseholder  or shared ownership resident, your Home Ownership office is Tijen Erisken. Your caretakers will remain the same but become part of the Phoenix team. 

Can I still bid on “Find My Home” (formally Lewisham Home Search)?

Yes, you can still bid on Find my home. You can find more information by visiting Lewisham Council’s website.

What happens if I need to make a claim on my Insurance with L&Q?

If you need to make a claim on your content's insurance with L&Q you can contact Thistle on 0345 450 7288. Phoenix will write to you to let you know what other insurance options are available to you in early 2022.

I'm due a refund from Thames Water payments with L&Q. What happens now I'm a Phoenix resident?

L&Q have arranged to send cheques to tenants whose accounts were in credit as a result of the Thames Water refunds. L&Q sent out cheques’ w/c 29 November. If you were advised a cheque would be sent to you but the amount has been credited to your rent account, please contact us.

I've been charged twice for my rent or service charge payment. When will I get my refund back?

We have been liaising with L&Q to ensure that the payment they processed will be refunded to you shortly.


What happens if I'm in the process of Right to Buy or Right to Acquire?

The Right to Buy and Right to Acquire process will be transferred to Phoenix to carry on the process.

What happens to my building insurance?

Now that you are a Phoenix resident, your building will be covered by Phoenix. If you’d like a copy of this, you can visit our website or get in touch with us. We will be happy to send this out to you. 

I'm a leaseholder having issues signing up to the MyPhoenix resident portal. What information do I need?

We are aware of an issue with leaseholders accessing our resident portal. This is because some of the information we on you may not be correct. Please contact us at (subject line: MyPhoenix verification) with your full name, address and a copy of one proof of ID (passport or drivers licence). Please note that only the main or joint leaseholder can have access to a MyPhoenix account.

I'd like to speak to my Housing Officer.

If you'd like to speak to us about anything, please contact us on 0800 0285 700 or email We will log your query into our system so that we can pass it on to the right person. This allows us to ensure that you can have better and more efficient communication to resolve your query.

Why aren't my repairs from L&Q logged with Phoenix?

L&Q continues to work closely with us to provide updates on all the ongoing repairs. Please bear with us as we work to ensure that these repairs are dealt with quickly.