A Section 20 notice is a formal letter we send to let you know about major works or services that might affect your home or building before entering into an agreement. It’s part of a legal process that makes sure you’re kept up-to-date and have a chance to share your views before any decisions are made.
Frequently asked questions
1
What do Section 20 notices have to do with my service charges?
We sign contracts with external providers for major works or services. Each one is passed through the Section 20 process. A lot of work gets carried out through these contracts, some of which is re-chargeable to tenants and the cost of the work will appear as a service charge line on your statement. Every line on your service charge statement, will have been through the Section 20 process.
Often these contracts last for years, which is why S20s are such a good opportunity to have your say. These items may appear on your service charge statement for years to come.
2
Will the Section 20 affect my service charges?
Yes, it might. The cost may go up or go down depending on the work or the contractor appointed to carry out the services. This is why your feedback is so important, it helps shape the services you receive and how much you pay for them.
3
Why have I received one?
You’ll get a Section 20 notice if:
- the cost of the proposed work likely to be more than £250 per leaseholder
- We are entering into an agreement or contract for more than 12 months for services where the cost is likely to be more than £100 per year per tenant/leaseholder.
It’s our way of keeping things transparent and making sure you’re involved in the process.
4
What’s included in the notice?
The notice will outline:
- What work or service is planned
- Why it’s needed
- How long the contract might last
- The estimated costs
We want you to have all the key details upfront so you can understand what’s being proposed.
5
Can I give feedback?
Yes. You’ll have a set period (usually 30 days) to send us your feedback. This is your chance to ask questions, raise concerns, or suggest alternatives. We will provide you information on how you can do this with your section 20 notice.
6
What happens after I send my feedback?
Once we’ve received everyone’s feedback, we’ll take them into account before moving forward.
7
Why is my opinion important?
Your feedback helps us make better decisions. It makes sure that services are fair, cost-effective, and meet your needs. By getting involved, you’re helping to shape the future of your home and community.
8
When will work be carried out after I receive the section 20 notice?
Work or services can’t start until the end of the consultation period.
9
Can I decide work isn’t needed on my home?
Any work covered by a Section 20 notices will be communal and so it’s not possible for a specific home to be excluded.
10
Will you choose the cheapest price for the work?
Not necessarily. We will take many factors into account such as quality, qualifications, experience, the size of the workforce, health and safety procedures and insurance.
11
How’s my share of the cost calculated?
You will be charged based on the terms of your lease or tenancy agreement, which could be based on rateable value, floor area, percentage split or, most commonly, an equal split between all homes in a building.
12
When will I have to pay?
We’ll ask you to pay when work has been finished. We’ll let you know how much you have to pay and the deadline for payments.
13
Can I challenge the costs of major works once I’ve have been charged?
You can challenge the costs and can ask for supporting documentation, such as invoices and cost breakdowns. You can contact us, and we can help.
15
What’s the difference between major works and services?
Major works are essential repairs and decoration, improvements or refurbishments.
Services refers to ongoing work, like cleaning and grounds maintenance, or regular servicing of equipment for example a lift or communal alarm.
When you receive a Section 20 notice, it means we’re planning work or services that could affect your home, and we want to hear your views before anything is agreed. Here’s how the process works:
We’ll send you a formal letter explaining:
- What work or service is being proposed
- Why it’s needed
- How long it might last
- The estimated cost
The most important details will be on the front page, so it’s easy to understand.
You’ll usually have 30 days to send us your comments. This is called making “observations.” You can ask questions, raise concerns, or suggest alternatives. In some cases, you might even be able to nominate a contractor.
We look at all the feedback before making any decisions. Your views help shape the final plans and make sure we choose the right contractor or service.
Once we’ve chosen a contractor, we’ll send you another notice with the estimated costs. You’ll get another chance to comment before anything is finalised.
If everything is agreed, the work or service starts. Any costs that apply to you will appear on your future service charge statement.
Yes, there are a few types of Section 20 notices, depending on the kind of work or service being planned. But don’t worry—you don’t need to know all the technical details. Just read the notice you receive and send us any comments or questions you have. The key information will always be clearly shown on the front page.
Used when we already have a long-term contract in place, but the contract is due for renewal. We’ll send you a quote from that contractor and ask for your feedback. You’ll have at least 30 days to respond.
Used when we don’t have a long-term agreement. There are two parts:
- Part 1: For large projects (over £118,000). We’ll ask for your feedback before publicly advertising the contract. You won’t be able to suggest a contractor.
- Part 2: For smaller projects (under £118,000). You can suggest a contractor, and we’ll still go through a full tendering process.
- Stage 1 – We tell you what work is planned and ask for your feedback.
- Stage 2 – We share the estimated costs and let you know who we’ve chosen to do the work. You’ll get another chance to comment.
Each stage lasts at least 30 days.
