Where are the service charge accounts for Warwick Buildings? Are Urang sitting on them until after the election for Directors?

The service charge budget year for Warwick buildings (core 1 to 3 and core 4) runs from 1 April to 31 March. The accounts have always been presented in September. The accounts for the budget year ending 31 March 2025 are 2 months overdue. I have asked Urang many times over the last month why the accounts are delayed, and there is literally no reply, which shows astounding arrogance.

Of course, it is possible that due to the handover from Rendall and Rittner having happened less than 6 months ago, there may be certain “complications,” but if that is the case, then why have they not told us? Could it be that we are in for bad news and demands for “balancing payments” as soon as the election period is finished (the end of November)?

Urang employ a PR person at Chelsea Bridge Wharf (Bella Metcalf), who we are paying for, but apparently neither she, nor the current unelected RTM directors, have anything to say to leaseholders about the late accounts. Looking at Urang’s reviews on Trustpilot and Google suggests that late accounts are not an uncommon at the developments they manage.

I hope I am wrong, but in any case leaseholders deserve to be informed about what is going on with the service charge accounts and in particular whether we will be hit with “balancing charges.”

Below, I present a thematic analysis of reviews for Urang on Trustpilot and Google which is interesting. I am seeing signs that Urang are behaving like this at Chelsea Bridge Wharf and I can only hope they will change course – that of course is partly up to the directors of the Right to Manage company.

Theme 1: Late / Unclear Accounts & Financial Reporting

A significant number of reviewers complained about delays or opacity in accounts and financial documentation (e.g., service charge accounts, budgets, end-of-year reconciliations).

Key points

• Some leaseholders report that management changed, and the new team struggled to produce accounts or respond to questions: “Urang took over management of the block in 2023 … we have had about 5 different account managers already along with a range of issues and have had to raise formal complaints.” – JCunniffe (3 stars) Trustpilot
• Others note they feel they are chased for money—but not given clarity about how it is being spent: “Not a great experience with them – very slow to get back to you when you need them but the first to chase if anything is due. Lack of transparency in costs and overall dissatisfied.” – ‘Leaseholder’ (1 star) Trustpilot

Implications

• Delayed accounts reduce trust and hamper leaseholder oversight (budgeting, understanding service charge usage).
• The mismatch between being asked for payments and being given clear explanations is a recurring frustration.
• Frequent account-manager turnover intensifies the problem (loss of institutional memory).

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Theme 2: High Service Charges / Perceived Over-charging

Several reviewers raise concerns about rising service charges, unexplained or ambiguous additional fees, and the feeling that Urang is incentivised to increase costs.

Key points

• A reviewer writes: “They are trying to charge us for notifying them of sublettings. The lease makes no provision for this whatsoever. … Urang even sent us a letter to that effect, and now see a chance to further rip off leaseholders. … They are looking at ways to increase the money in their own pocket.” – Karen Holtge (1 star) Trustpilot
• Another expresses dissatisfaction at cost growth: “The company hardly ever respond and the services surge YoY, and they take age to take action to solve the issue that cost us leaseholder lot of expense. And the contractors they have been employed are very expensive” – Joey (1 star) Trustpilot

Implications

• There’s a perceived lack of value for money: high charges without corresponding service or explanation.
• Unapproved or ambiguous charges (e.g., “notification fees” not in lease) cause strong negative reactions and may lead to dispute.
• Rising service charges without transparent justification appears to erode satisfaction even for those who are not otherwise unhappy with service.

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Theme 3: Poor Service & Communication

A strong theme is that communication loops are weak: delayed responses, lack of updates, and inconsistency of service due to high staff turnover or restructuring.

Key points

• Example of poor communication and dissatisfaction: “Terrible experience with the management of my block. Most leaseholders sharing the same feedback. Completely unresponsive, lack of updates regarding important issues like cladding remediation, service charges, significant delays or lack of supplying documentation as part of sale process etc” – Christoforos Xenos (1 star) Trustpilot
• Example of better communication but after a poor start: “Urang took over management of the block in 2023 … our experience was not very good from the outset. … However, we have made progress … they now listen, acknowledge and respond to communication and work with us to improve the service.” – JCunniffe (3 stars) Trustpilot