Service Charge Review

The Council is seeking to procure a specialist partner to: 1. Diagnose strengths, weaknesses and risks across all layers of our service charge system and delivery model, using risk-based sampling to identify areas of concern such as high spend, high complaints or complex leases. An evidence led approach should test both billing accuracy and the actual performance of services funded by service charges. 2. Provide a prioritised, costed improvement roadmap which addresses all relevant areas including policy/process, systems/data, procurement, contract management and resident engagement. This should be categorised as quick wins and medium to long-term changes. 3. Produce clear, tribunal ready evidence trails for costs, apportionment and compliance; and clear resident facing materials to improve transparency. 4. Deliver a final Phase 3 whole population review so that every service charge scheme/block is reviewed, reconciled and assured, with corrections implemented or scheduled with a timebound plan, and with resident communications prepared. 5. Support Member and resident confidence by aligning our service charges policy and approach with all relevant statute and good practice.