Leaseholders Handbook

The service charge

A statement of estimated charge is sent to you at the beginning of each financial year (April) and following the end of year, a summary of costs in September.

For advice and information about the service charge you should contact the leasehold section of the Finance department in the first instance. They can be contacted by calling 020 8547 5468 or emailing: dataServices.HousingTeam@kingston.gov.uk.

If you disagree with some aspect of your service charge, you should pay the part of the charge you do not dispute.

The service

If you experience problems with the quality of the works and services carried out to your property, for example grounds maintenance or caretaking, you should, in the first instance, call the Housing Contact Centre and ask for the Resident Services Officer for your area.

Repairs

If you report a repair that does not get done, or is not done very well, you should contact the Repairs Section on 020 8547 5003. Please ask for a reference number for your call in case you need to refer back to the conversation at a later date.

Planned maintenance and major works programme

Major works programmes such as external decoration, come under the responsibility of Kingston Council’s Asset Management Section. You will be notified by letter of any works and the contact details of the relevant Resident Liaison Officer or Project Manager. If you have a problem with the way the major works are being carried out, and you have not been able to contact either the Resident Liaison Officer or Project Manager, you should call 020 8547 5003 straight away and ask for the Leasehold Services Team. If you wait until you are invoiced for major works, it may be too late to recall the contractors to correct any faults.

Your neighbours

If you experience any problems with your neighbours, your block or the estate, please call 020 8547 5003 and ask for the Resident Services Officer for your building.

Formal complaints procedure

Details of Kingston Council’s complaints procedure can be found in the contact us section of the Council’s website

Stage one

The first stage is to contact the manager responsible for the service. You can do this by contacting the Contact Centre on 020 8547 5003 who will refer the issue to the manager responsible.

Stage Two

Please complete the complaints online form If the problem is not resolved at the first stage we will appoint a senior officer unconnected with the service area you are complaining about and they will submit a report to enable a chief officer to reply to you with the result of the investigation. This should happen within 30 days of your complaint. If we are unable to respond in full within 30 days we will write to you and let you know.

Housing Ombudsman

Complaints that are not resolved through the Council’s complaints procedure can be taken to the Local Housing Ombudsman

First Tier Tribunal

The tribunal has power to determine all service charge disputes including Section 20 issues. It will deal with statutory challenges to the relevance and reasonableness of the service charge, rather than general complaints. For further information on what’s involved in referring a matter to the First Tier Tribunal we recommend leaseholders contact the Leasehold Advisory Service Tel: 020 7832 2500

Section 84 of the Housing Act 1996

A Recognised Tenants’ or Residents’ Association comprising of two-thirds or more leaseholders in the building can also employ an auditor to examine whether the management of the property and the expenditure of service charges have been effective and efficient. The auditor can request information and can insist on access to certain documents.