At the end of November I met with representatives from First Port Management Company to raise concerns on behalf of affected leasehold and freehold residents living in Sherford, Plympton, Ivybridge and Saltram Meadow.
Since my election in July, I have been inundated with correspondence from unhappy constituents regarding First Port's operations, and I was glad to have an opportunity to represent your voices.
Customer service: I challenged First Port on the production of their customer budgets, annual audited accounts and the fees. They explained that the budget is an estimate of what they think they will spend on service charges and maintenance, and that residents pay on account; with underspend carried forward to the next statement. I reported back that residents simply do not feel that they are getting value for money, especially as they also pay council tax to their local authority. I explained that much greater transparency was required in terms of the services that First Port have billed for versus those delivered, the fees, and their customer service standards, and that residents have a right to see those documents and records.
Communication: I requested that First Port take urgent steps to improve their communication with residents, by responding swiftly to complaints, acting on requests for maintenance and offering greater transparency in their fee structures and billing and providing the documentation requested by customers.
Complaints: I raised concerns specifically about failures in the complaints process and the difficulty that so many residents have experienced in having their maintenance issues addressed promptly. (You can find details for the complaints process in the useful information section below).
Invoices: I shared concerns about the rising service charge costs, and the timing of the annual statement and invoice, which for so many residents lands in December - typically an expensive month for most households. I understand that the timing of the invoice is a contractual matter. I was informed that First Port can look at payment plan arrangements for residents who are struggling to pay their invoice. Residents are encouraged to talk to First Port if they experience any difficulties with making payments.
Drop-ins: First Port recently held a series of customer drop-ins at Sherford throughout November - I shared your feedback that day-time drop-ins were unhelpful for residents who work all day, and I asked that they consider varying their timings to allow for residents to attend depending on their personal schedules. I also made it clear that residents did not feel appropriately informed of those drop-in sessions, and that as an MP, I would also wish to be informed of these events so that I can support constituents.
Residents Associations: Residents are encouraged to set-up their own Residents Associations (RA) - they can be hugely beneficial in resolving local issues or concerns, making decisions about the management and maintenance of their block or estate and can influence the housing services provided.
Leasehold and Freehold Reform Act 2024: Residents may be aware of the forthcoming Leasehold and Freehold Reform Act 2024, which the last government brought in, which will make it cheaper and easier for more leaseholders to extend their lease, buy their freehold, and take over management of their building. These measures require secondary legislation before they come into force. The new Housing Minister said that the Government will "act quickly" to implement the legislation and will set out details of the programme of secondary legislation. Beyond this, the new Government has said it will publish a draft Leasehold and Commonhold Reform Bill which will include measures on the Right to Manage, tackling unregulated ground rents, removing the threat of forfeiture, and reinvigorating commonhold.
In summary, my meeting with First Port formed just the start of a dialogue with the organisation, additionally, I have signed a joint MP letter to First Port's Chief Executive calling for the organisation to up its game, and to meet with MPs in Parliament. First Port need to take significant strides to improve their offer. I look forward to further interactions in Parliament, and will meet with First Port again early next year.
Constituents are welcome to share their housing and property management concerns with me on:
Tel: 020 7219 4205 or email to: [email protected]
Useful information
First Port https://www.firstport.co.uk
First Port Complaints Process: https://www.firstport.co.uk/help-support/residents-queries/complaints-procedure/
The Property Ombudsman for residents who have completed First Port's complaints process and remain dissatisfied.
How to set-up a Residents Association
Livewest - guide to setting up a Residents Association
Leasehold Property - Right to Manage
LEASE - Government-funded independent advice for leaseholders
