Leaseholder handbook - complaints and First-Tier Tribunal

If you're unhappy with our service, you have the right to make a complaint. Your feedback helps us improve services for all leaseholders in the borough.

How to make a complaint

If your complaint is about service charges, please contact Leasehold Services so we can try to resolve the issue. 

• Email: servicecharges@dacorum.gov.uk 
• Call: 01442 228799.

If you still do not feel that we have dealt with your query correctly, you can make a formal complaint.

First-Tier Tribunal

If you are not satisfied with the outcome of your formal complaint, you can apply to the First-Tier Tribunal. This independent panel helps resolve disputes over whether your service charges are reasonable and if you have to pay them. The tribunal can look at:

• day-to-day service charges
• management charges
• charges relating to major work.
  

A tribunal panel consists of three impartial members:

• a solicitor
• a valuer
• a lay person (non-specialist).

It is a type of legal hearing, but is less formal than going to court. You don’t need a solicitor, but professional advice is recommended before applying. The tribunal will ask both sides to put forward their case and present evidence to support it.

Hearings do not always take place at the tribunal’s own offices. They are often held near your home (for example, they could be held at our offices) and are usually open to the public.

What the tribunal can help with

The tribunal can decide disputes about:  

• insuring the building
• how much you have to pay in service charges
• the quality of the services you receive
• how much you have to pay to extend your lease.

Tribunals can adjust charges if they find them unclear or unfair. However, the final decision may not always match your expectations.

More information

For more information, visit the Leasehold Advisory Service or Government websites.