What should I do if I think my charges are wrong?


If you think your bill may be wrong, call us on 020 7364 5015.

We’ll send you a detailed breakdown of how we calculated your charges. If you still think some service charge items are wrong, let us know. We’ll be happy to meet you or talk with you on the phone.

If we’re unable to sort out the issue this way, write to us explaining the part of your service charge that you are challenging and why. We will investigate and write to you within 10 working days. If we think it’s going to take longer, we will let you know.

Please continue to pay your charges while we investigate. If we uphold your dispute, we will write-off that part of your service charge. This could be because:

  • A service has not been provided, or
  • A service falls below our standards, or
  • A part of the service charge is not recoverable by law

If we do not uphold your dispute, we will tell you why we believe your service charge is reasonable. If you are not satisfied with our response, you have the right to take your dispute to an independent tribunal. We will give you details of this service and the Leasehold Advisory Service (free legal advice service) when we write to you.