Disputing your service charge

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. 

How long will it take to resolve?

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.

Do I need to keep paying my 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.

Can I dispute estimated service charges?

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.

How will I know of the outcome?

We will write to you to tell you: 

  • what adjustments have been made  
  • of necessary adjustments to your account  
  • of arrangements for remedial works to be undertaken, if required  
  • of your right to make an appointment with us, should you need further explanations.