You can dispute the costs and/or the works detailed on your service charge bill if you disagree with them.
You must keep paying your service charge even if you are disputing it.
After you’ve made a dispute
We will respond to you within 10 working days. During busy periods, we may take longer – if this is the case, we’ll keep you updated.
Resolving your dispute
We will try to resolve your dispute within 4 weeks. However, complex disputes may take longer. We will contact you if your dispute will take longer than 4 weeks to resolve.
Here are some examples of disputes that may take longer to resolve:
- Your dispute is about more than one service charge year.
- MTVH don’t own the building.
- Your dispute relates to more than one item of service charge expenditure.
Paying your service charge while you are disputing it
You must keep paying your service charge even if you are disputing it.
In some instances, we may agree for the charges you are disputing to be put on hold until they are resolved. But we can’t put all of your outstanding charges on hold – you must keep paying them.
Telling you the outcome of your dispute
We will contact you once we have completed our investigation into your dispute.
The outcome will either:
- Explain the service charge further.
- Tell you what reductions have been made (if applicable).
- Make any necessary adjustments to your account.
Our complaints process
Your service charge dispute will be dealt with outside of our formal complaints process.
If you have a complaint that does not relate to your service charge, you can or call us on 0203 535 3535, Monday to Friday, 8am – 6pm.