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Major works: step-by-step guide

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Major works: step-by-step guide

Major works are larger repair or maintenance works to a block or estate. They are carried out to keep properties in good condition. Major works can include: 

  • Extensive roof repair or replacement 
  • Extensive window repair or replacement 
  • Communal areas or external repairs and redecoration
  • Lift replacement 
  • Fire safety works 
  • Heating replacement or boiler works 

Under the terms of your lease, you must pay toward these works. If we plan to charge a leaseholder more than £250, we must consult all leaseholders in the building.

Use this step-by-step guide to understand how we consult on major works and the billing and payment process. 

1. Before work begins

Read our proposals for works, and plan for the likely costs    

We provide information about our proposed works before they begin. This includes: 

  • A Notice of Intention that lays out our full proposals and the expected cost  
  • A Pre-Billing Works Notification Letter to confirm the type of works that you will be invoiced for such as lifts or heating works  
  • An estimate for major works costs in the year ahead, issued in March with your service charge estimate    

The estimate for major work costs is important for planning your finances. If you still have queries, email [email protected] or complete the contact Leaseholder Services form. We aim to respond within 10 working days.    

Share your views or queries about building work  

We will consult on our proposals for major works before they begin. You can:    

  • Give your views as we develop our engagement plan. You can do this through an existing residents’ association, or a project-specific resident panel. To find out more about creating a resident’s panel, email [email protected] 
  • Attend a drop-in session where we explain the proposed works. You will receive an invitation to this session before work begins.
  • Take part in the statutory consultation process. This is explained in the Notice of Intention that is sent to you. If you want to provide observations about the proposed works, you have 30 days. You can email [email protected] or return the observation form sent with the Notice of Intention. 
  • Attend a ‘meet the contractor’ meeting, following the end of the consultation period. 

We expect work to begin within 6 months following the end of the consultation period. For some projects, this may take longer and we appreciate your patience. 

2. While work is taking place

Pay for your share of the work 

Once works begin, we will send a ‘works start on site’ letter. This means you need to start paying for your share of the work. It will include instructions on how to pay. 

As part of the annual service charge cycle, you may receive an estimate and an actual charge for major works for each year that the contract takes place. Estimates are sent in March along with your day-to-day service charge bills. Actual adjustments are sent 18 months later in September. As with all service charges, you need to follow the payment instructions. You can: 

  • Log into your secure Camden Account 
  • Call our automated payment line 020 7974 6104 
  • Use one of the other payment methods on the back of your invoice 

If you have a query or are finding it difficult to pay, we're here to help. You can: 

We aim to respond to emails or form submissions within 10 working days. 

Find out more about cost of living support.

3. When work has finished

Pay any outstanding costs or receive credit back 

When we complete the work, we send a ‘reconciling’ letter. This details the final costs for the whole project. The final cost of the work may be different from our original estimate. This is more common in complex projects. If you have paid more than the final cost, we credit your leaseholder account with the difference. 

If you have a query or are finding it difficult to pay, we're here to help. You can: 

We aim to respond to emails or form submissions within 10 working days. 

 

If disputes arise

If you’re unhappy with any aspect of our service, you can make a complaint. We will work with you to resolve your dispute before it escalates. View our complaints policy.

If our complaints process does not resolve the dispute,  the Courts and First Tier Tribunal (FTT) encourage landlords and leaseholders to enter mediation before starting legal action. We have developed an alternative dispute resolution (ADR) process for disputed major works invoices. Experienced mediators oversee and manage these cases. A referral to the ADR scheme is made after all other options for resolution have failed. Leaseholders can also request a referral.

If a settlement is not reached, the case may need to go to our legal recovery process. This may involve filing a Court application.