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• What we must do

  We must consult you before starting any major repair, maintenance, or improvement work if your share of the cost will be more than £250.

  Examples of major work include:

  • Replacing the roof
  • Redecorating communal areas
  • Installing a controlled door-entry system.

  We can only charge you for major work in line with your lease agreement. If we fail to consult you, the maximum you would have to pay for the work is £250.

  We must also consult you on long-term contracts (lasting more than 12 months) if they will cost you more than £100 per year. These are called Qualifying Long-Term Agreements (QLTAs).

  We carried out a full consultation (starting in November 2012) with leaseholders before entering a long-term contract with Cardo (formerly Osborne Property Services) in July 2014. This contract covers:

  • Day-to-day repairs
  • Routine maintenance
  • Planned upgrades and major works

  The cost of works is based on a pricing framework, which provides lump sums for revenue and capital work. This is further broken down to provide:

  • a unit cost for day-to day-repairs (those taking up to one and a half hours to complete)
  • a schedule of rates (the National Housing Federation schedule NHF version 5.1)
  • target costs for planned work and work to empty properties.

  If work is scheduled for your block, we will provide target costs before work begins. The final charge will be based on actual costs. The contract incentivises the contractor (when deciding on sub-contractors) to keep costs below target, which helps achieve savings.

• Consultation for major work if there is a Qualifying Long-Term Agreement (QLTA)

  Having your say

  Our contractor will carry out the work, but you can comment on the plans and costs before it begins.

  We will send a notice of intention to each leaseholder and the recognised residents’ association (if there is one). This notice will:

  • Describe the planned work
  • Explain why it's necessary
  • Provide an estimated cost of the work for us (as the landlord) and your share as a leaseholder
  • Give you 30 days to submit written comments about the work or the cost estimates.

  You can send your comments by email to servicecharges@dacorum.gov.uk.

  We will consider all written comments we receive within the 30-day period. We will respond individually within 21 days.

  Payment and costs

  As freeholder of the building, we will have identified the work as being necessary to maintain the building.

  Changes may be made based on your feedback, but you cannot refuse the work based on your ability or willingness to pay. The terms of your lease require you cover your share of the cost.

  We understand that paying a large bill in one go may be difficult. If you need to spread the cost, you can arrange an interest-free payment plan after receiving your invoice. Contact Customer Accounts:

  • Email: customer.accounts@dacorum.gov.uk 
  • Telephone: 01442 228315

  You may also wish to ask your mortgage lender about adding the cost to your mortgage.

• If we don't consult you

  We can only charge you for work in line with the conditions of your lease.

  If we don’t consult you properly before carrying out work that costs more than £250 per leaseholder, we can’t charge you more than £250 for that work.

  In some cases, we may need to carry out urgent work, which cannot wait for the consultation process. In these instances, leaseholders will only pay £250. If this happens, your bill will state that the cost has been ‘capped’ at £250.

• If you are not satisfied with the standard of work

  All work must be done to a reasonable standard.

  If you are unhappy with the standard of work, contact the leasehold officer during the work or as soon as it is finished.

  Submit your complaint in writing, so you have a formal record of it.