Terms & Conditions

These terms and conditions (the “Terms”) govern the Site Fee Choice (“SFC”) offered by Leisure Resorts Ltd (“Leisure Resorts”). These Terms are effective from 15 September 2025 and apply to all qualifying lodge purchases, including upgrades by existing owners through a part-exchange transaction.

1. General Conditions

1.1. Eligibility. SFC is available to new customers who purchase a lodge from Leisure Resorts. It also extends to existing owners who enter into a part-exchange agreement to upgrade their current lodge to another lodge (new or pre-owned) within Leisure Resorts’ for-sale stock.

1.2. Offer Period. The flexible site fee options under SFC shall be valid for qualifying lodge purchases completed from 15^th September 2025. Leisure Resorts reserves the right to withdraw or amend SFC at any time, in its sole discretion, and without prior notice.

1.3. Non-Transferability. All site fee benefits, credits, and any other benefits conferred under SFC are non-transferable and may not be assigned, sold, or exchanged for cash or any other alternative.

1.4. Annual Site Fee Increases. Site fees are subject to annual increases. Leisure Resorts shall cap any such annual increase at a maximum of 6%, based on factors including the Retail Price Index (RPI) and prevailing inflation rates. The chosen site fee option shall apply to the agreed site fee for the first year of ownership only. Subsequent years shall be subject to the prevailing, adjusted site fee for that year.

1.5. Compliance with Park Rules. Continued eligibility for any site fee benefits or credits is conditional upon the owner’s full compliance with Leisure Resorts’ Park Rules and the Site Licence Agreement.

1.6. Excluded Payments. SFC and any associated credits do not apply to or cover utility payments, lodge insurance, or any other ‘account’ charges not explicitly defined as an annual site fee.

1.7. Dispute Resolution. In the event of any dispute concerning the interpretation or application of these Terms, the decision of Leisure Resorts’ management shall be final and binding, without prejudice to the owner’s statutory rights.

Specific Terms for Each Option

2.1. Option 1: First 12 Months Site Fees Included

2.1.1. New Customers. This option provides the first twelve (12) consecutive months of site fees, commencing on the date of handover, entirely free of charge.

2.1.2. Existing Owners (Part-Exchange Upgrade). Existing owners who part-exchange their current lodge for an upgrade shall receive a one-time credit equivalent to the current year’s site fee. This credit shall be applied to their owner account and may be used to offset or contribute to a future annual site fee (e.g., an upgrade completed in 2025 will receive a credit equivalent to the 2025 site fee, to be applied against the 2026 site fee).

2.1.3. Subsequent Fees (New Customers). Upon the expiration of the twelve (12) month promotional period, a pro-rata site fee shall be calculated and invoiced up to the commencement of the next site fee cycle. Said invoice shall be subject to any yearly adjustments and shall be payable within thirty (30) days of receipt.

2.1.4. Subsequent Fees (Existing Owners). Following the application of the one-time credit, the full annual site fee for the new or upgraded pre-owned lodge shall become due and payable, subject to any yearly adjustments. The credit shall be applied to reduce the amount payable. The owner remains liable for any remaining balance difference that may exist.

Option 2: First Year Site Fee Credit Spread Over Two Years

3.1. Credit Value. A credit equivalent to one hundred percent (100%) of the owner’s first year’s site fee (based on the published 2025 site fee for the chosen park and pitch) shall be applied to the owner’s account.

3.2. Credit Application. This total credit shall be divided into two (2) equal portions. The first fifty percent (50%) shall be applied against the owner’s first year’s site fee. The second fifty percent (50%) shall be applied against the owner’s second year’s site fee.

3.3. Usage. All credits may only be used against the annual site fee. Credits may not be used against utility bills, lodge insurance, or any other charges.

3.4. Site Fee Balance Liability. The owner remains fully liable for any site fee balance remaining after the application of the relevant credit. This balance must be paid promptly by the due dates specified on the invoice. Failure to make timely payment may constitute a breach of the Site Licence Agreement, specifically as stipulated in clauses 29 and 30 regarding the prompt payment of fees and other charges.

3.5. Early Termination. In the event that ownership during a site fee period, a proportional refund may be due for any monies paid by the owner (i.e. 50% of the site fee due) in accordance with the scale per term 30 of the site licence agreement.

Option 3: First Year Site Fee Credit Spread Over Four Years

4.1. Credit Value. A credit equivalent to one hundred percent (100%) of the owner’s first year’s site fee (based on the published 2025 site fee for the chosen park and pitch) shall be applied to the owner’s account.

4.2. Credit Application. This total credit shall be divided into four (4) equal portions. The first twenty-five percent (25%) shall be applied against the owner’s first year’s site fee. Subsequent twenty-five percent (25%) credits shall be applied against the owner’s second, third, and fourth annual site fees, respectively.

4.3. Usage. All credits may only be used against the annual site fee. Credits may not be used against utility bills, lodge insurance, or any other charges.

4.4. Site Fee Balance Liability. The owner remains fully liable for any site fee balance remaining after the application of the relevant credit. This balance must be paid promptly by the due dates specified on the invoice. Failure to make timely payment may constitute a breach of the Site Licence Agreement, specifically as stipulated in clauses 29 and 30 regarding the prompt payment of fees and other charges.

4.5. Early Termination. In the event that ownership during a site fee period, a proportional refund may be due for any monies paid by the owner (i.e. 75% of the site fee due) in accordance with the scale per term 30 of the site licence agreement.

The following terms apply to relevant Leisure Resort Holiday Home and Lodge parks. Details of the parks can be found in our registered address.

CONDITIONS RELATING TO FINANCE:

For holiday homes registered in 2006 or more recently. Finance is subject to status, available to applicants aged 18 and over, residing in the UK.

Leisure Resorts Limited is authorised and regulated by the Financial Conduct Authority, Firm Reference Number (FRN) is 775107. This information can be checked on the Financial Services Register by visiting the FCA’s website https://register.fca.org.uk or by contacting the FCA on 0800 111 6768. Leisure Resorts Limited is a credit broker, not a lender.

We can introduce you to Santander who may be able to finance your holiday home. There are other funders to which we cannot introduce you which may also be able to offer you finance. You don’t have to pay us for our credit broking service, but the lender may pay us a commission for introducing you to them, which is typically based on a fixed percentage of the amount borrowed. If we are successful in obtaining an offer of finance for you and you would like to know the amount (or likely amount) of commission we receive and how that amount has been calculated, please contact us.

There are other costs associated with owning a Holiday Home which may not be included in finance illustrations and quotations (i.e. costs related to site/pitch fees, insurances, gas and electricity).  For more information regarding these please speak with a member of the holiday home sales team at the relevant park.

For full terms and conditions please write to us at:

Leisure Resorts Limited,
c/o Ullswater Heights Holiday Home & Lodge Park,
Silver Howe,
Newbiggin,
Penrith,
Cumbria
CA11 0JB

All offers will be governed by English law and customers submit to the jurisdiction of the English courts.

LEISURE RESORTS COMPLAINT PROCEDURE:

Great customer service is at the heart of everything we do, but we understand we may not always get it right.

In the unlikely event that one of our customers (owners or holidaymakers) feel it appropriate to make a complaint, the following outlines Leisure Resorts’ procedure and policy.

Park level Customer Service / Holiday Experience Teams:

If customers have any issues, we recommend that these are initially discussed with our Customer Care / Holiday Experience teams, who are there to help. Usually, this is the best starting point in seeking a suitable resolution. However, if this is not possible, they will escalate to the park General Manager who will look to resolve.

Customers wishing to escalate matters in writing should do so by contacting the park General Manager (as FAO) via post or email, directing to addresses found on the relevant park pages within this website.

Escalating to Head Office following unsatisfactory outcome:

If for whatever reason, the customer remains unhappy we ask that complaint is escalated to our Head Office;

In writing to:
Customer Relations,
Leisure Resorts Limited,
c/o Ullswater Heights Holiday Home & Lodge Park,
Silver Howe,
Newbiggin,
Penrith,
Cumbria
CA11 0JB

Email: complaints@leisureresorts.co.uk

Please provide us as much information about the complaint as possible:

• Your full name, address, email address and telephone number
• Confirmation of preferred means of communication
• Details of any previous correspondence you’ve had with us

• Details of your problem or complaint

If we are unable to resolve the complaint immediately, we’ll send a written acknowledgement of receipt of the complaint within 5 business days.

If we require more information, we will get in touch with you via your preferred means of communication. Our complaint resolution target is within 20 working days of us receiving your complaint and we will certainly provide you as a minimum a progress update within this timeframe.

If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Our commitment to customers

Leisure Resorts is fully committed to providing our customers with great service; including when our customers make a complaint.

We are committed to treating you fairly and transparently, and to dealing with your concerns as quickly as we can. If you want to speak to someone about our complaints procedures or the way we have handled a complaint, please give us a call 9am to 5pm, Monday to Friday, on 01539 552 265 and we will do our utmost to resolve your complaint.

COMPLAINTS CONCERNING 3RD PARTY FINANCE

This policy outlines your rights in the unlikely event that you require to make a complaint with regards to your introduction to a 3rd party lender.

How to complain:

The easiest way to complain is to give us a call 9am to 5pm, Monday to Friday on 01539 552 265 we will do our utmost to resolve your complaint and we will do our utmost to resolve your complaint immediately.

Alternatively, you can contact us by email at complaints@leisureresorts.co.uk or by post at:

Customer Relations,
Leisure Resorts Limited,
c/o Ullswater Heights Holiday Home & Lodge Park,
Silver Howe,
Newbiggin,
Penrith,
Cumbria
CA11 0JB

Please give us as much information about the complaint as possible (including your application number if you have it available) and let us know the best way for us to contact you.

What we’ll do about your complaint:

If we are unable to resolve the complaint immediately, we’ll send you a written acknowledgement of receipt of the complaint within 5 business days along with, where relevant,  a copy of this policy.

If we require more information, we will get in touch with you via your preferred means of communication. Please feel free to contact us by phone, email or post if you require any information with regards to the complaint. Our complaint resolution target is within 40 working days of us receiving your complaint and we will certainly provide you as a minimum a progress update within this timeframe.

Our commitment to you:

We are fully committed to providing a great service and this absolutely includes when you’re making a complaint. We are committed to treating you fairly and transparently, and to dealing with your concerns as quickly as we can. If you want to speak to someone about our complaints procedures or the way we have handled a complaint, please email us at complaints@leisureresorts.co.uk

What to do if you’re not happy with Leisure Resorts’ response: 

The Financial Ombudsman Service (FOS) is an independent and impartial organisation that helps to settle disputes between consumers and financial services businesses, like us. If you are not happy with our final decision about your complaint, you can refer your complaint to FOS.

For FOS to look into your complaint, you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint. We will send you full details about the FOS with our final decision letter.

You can contact FOS:

By Phone: 0800 023 4 567
(calls to this number are free on mobile phones and landlines)

By Email: complaint.info@financial-ombudsman.org.uk

By Post:
Financial Ombudsman Service,
Exchange Tower,
London
E14 9SR

By visiting their website: http://www.financial-ombudsman.

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

• Your manufacturer warranty cover details, including its start date, can be found in your Manufacturer Owners Handbook, provided in your Handover Pack. Your Leisure Resorts Package begins from the date of Handover and cannot be transferred.
• The dates set by the manufacturers precede the Leisure Resorts warranty offering.
• Claims must be reported to the park using the relevant claims form. You will receive an acknowledgement that your claim has been received within 72 hours and confirmation if it has been accepted or rejected within 14 working days.  Failure to log jobs this way may result in them being rejected, especially if the time has passed when they would no longer be covered.
• Leisure Resorts has agreements with holiday home manufacturers to repair and/or replace certain elements included in the holiday home warranty on their behalf. We reserve the right to repair and/or replace at our absolute discretion.
• Claims not covered/rejected by your manufacturer’s warranty will not be covered by Leisure Resorts Warranty.
• The warranty cover is only applicable to components which for part of the manufacturer’s standard specification. Damage or defects caused because of alterations made to the holiday home after the handover date are not covered.
• The Leisure Resorts Warranty is related to the holiday home itself. You will be informed of your warranty on other items/works received.
• In the interest of safety, repairs must be completed by:

1. 1. A qualified member of the Leisure Resorts team
   2. An appointed member of the manufacturer’s support team
   3. An externally appointed qualified representative of Leisure Resorts and/or the manufacturer.

• Where feasible, Leisure Resorts will try to match any replacement on a like-for-like basis. In Instances where this Is not possible, we reserve the right to substitute as necessary and will not be held responsible for any costs associated with the differences.
• Please refer to your Leisure Resorts Repairs Charter for expected timescales on claims that are accepted.
• If correspondence from you has been requested to investigate your claim further, this must be received within 14 working days of request. If this isn’t received at this time, the case will be closed and will need to be processed again.  If the time has passed when this is no longer covered under warranty, the claim would be rejected.
• Reasonable wear and tear of the holiday home is deemed as expected and, as such, is not covered by the warranty.
• It is the sole responsibility of the holiday home owner to ensure regular maintenance Is carried out on their holiday home. The warranty cover excludes deterioration caused by neglect and/or failure to complete regular maintenance.
• For your Warranty to remain valid you must book an annual Winterisation (Drain Down) with Leisure Resorts and comply with the Winterisation T&Cs. Failure to do so will result in your warranty package becoming null & void in its entirety
• Damage and/or detects caused because of corrosion, condensation, damp, mildew fungus, dry rot, leakage and ingress of water are not covered unless they are a result of a manufacturing deficiency.
• Failure to prevent further damage occurring in the interim of requested works being considered, agreed and completed will void all future warranty relating to that area/item.
• Where applicable, warranty cover is limited to the cost necessary to complete the repair of the damage and/or defect reported through the relevant channels. Labour costs will not be covered where stated above.
• Cosmetic damage which does not impair the structural stability or weatherproofing of the holiday home must be reported within 48 hours of handover to guarantee acceptance. Claims made after this date may be rejected.  The aforementioned cosmetic damage is covered in year one (1) only for a new holiday home. Cosmetic damage is excluded from the warranty cover for a pre-owned holiday home.
• Pre-owned holiday homes are sold at a price that reflects any previous wear and tear and/or damage. Repairs that do not comply with the clear T&Cs will not be covered by warranty; additionally, future wear & tear consistent with the age of the unit will not be covered.
• The warranty cover excludes anything that should be covered as part of a fully comprehensive insurance policy, including loss and /or damage to your holiday home or its contents because of fire, flood, severe weather conditions, theft or attempted burglary, or malicious/accidental damage.
• The warranty cover for a used holiday home excludes any damage and/or defect highlighted at the time of purchase and/or within handover documentation.
• All soft furnishings in a used holiday home, including (but not limited to) carpets, seating, light shades, beds, curtains, blinds, and mattresses, are excluded from the warranty cover.
• You will receive a confirmation once a claim has been completed and closed. If you feel this has not resolved the issue reported, you must log a new claim.  There is no guarantee that this claim will be accepted.
• Disrespectful or abusive behaviour towards the team dealing with your claims will not be tolerated, and your Leisure Resorts warranty will be revoked should this occur.

The terms of the warranty cover do not affect statutory rights. For more information on these, please contact The Citizens Advice Bureau, Trading Standards or the local authority.

For full details of our new & pre-owned warranties, please click here