If you are unhappy with the costs or works detailed on your service charge bill you should phone your homeownership customer service officer or email. Please provide us with full details of your dispute when you get in touch, as it will help us to resolve your dispute as quickly as possible.
When we receive your dispute, we will confirm receipt by letter or email, and we will give you an estimated timeframe for resolving it. Note that service charge disputes are handled outside of our formal complaints procedure.
It depends on the complexity, but we aim to resolve most disputes within four weeks. If it is going to take longer, we will let you know. It can take longer if it relates to more than one year, we are not the freeholder, or it relates to more than one item of service charge.
While you are in dispute you must continue to pay your monthly service charge, as specified in your lease. Sometimes, we may agree to put some charges on hold until we have resolved your dispute, but even then, it will only be for the part under dispute.
Yes, but this is not usual. Generally, we only deal with disputes about actual service charges, although we will decide as to whether there should be a revised estimate.
We will write to you to tell you: