Urang Refuse to Address Complaints on £425,000 service charge overspend, lack of Transparency and Accountability
I submitted this complaint to Urang on 6th July.
The key issues concern rising costs, lack of transparency and accountability. These include a reported 33% increase in buildings insurance and questions about Urang’s insurance commission; the lack of progress or communication on the Section 20 lift consultation; unexplained service charge increases; failure to provide separate Warwick 1–3 budgets; and a £420,000+ service charge overspend with no adequate explanation. Governance concerns include the lack of accountability or direct contact with RTM directors, limited engagement with leaseholders, decisions about resident meetings without consultation, exclusion of tenants, and continuing concerns about personal attacks, suppression of debate and Urang’s conduct on the CBW app.
Their complaints policy
https://cdn.prod.website-files.com/67c6d17b959f048e45834e1e/67c6d17b959f048e45835184_Customer%20Complaints%20external%20Procedure.pdf
states there should be a full response / resolution within 15 days but in fact there has been no response up till now. I have therefore escalated it within the Urang complaints procedure (not that I expect any sensible response).
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The complaint:
6.7.26
Dear Urang,
I am writing to raise a formal complaint and to request clarification on a number of matters relating to the management of Chelsea Bridge Wharf.
- Buildings Insurance
Please confirm whether buildings insurance costs (for Warwick) have increased by approximately 33% since Urang took over management of the development and explain the reasons for any increase. You have previously tried to mislead me by comparing the costs of the new contract you took out in May 2025 with that obtained in early 2026. But when we compare the amount when you took over with what we have now it is in fact a 33% increase. Can you confirm if this the case please? - Please tell me how much commission Urang has taken in relation to buildings insurance since Urang took over in May 2025.
- Section 20 Lift Consultation
Please provide an update on the current status of the Section 20 consultation process relating to lift replacement, refurbishment and modernisation works. What decisions have been made, and what are the next steps and anticipated timescales? as you kow I submitted an obection to the NOI and received a meaningless reply, Since then (at least 2 months ago) no information has been supplied to leaseholders and ny request for further information has been ignored. - Service Charge Budget increase
Please confirm the overall percentage increase in service charges for Warwick Building for the current budget period (26/27) compared with the actual service charge last year (24/25). I have asked this previously and had no meaningful response. It is a very simple question and one which should be published and circulated if you do actually have any regard for transparency (whcih i don’t think you do). I calculate that based on the demand for 1.4.26 to 30.9.26 that the increase is around 5%. However we now know there is a large overspend for last year and so we can expect a further increase in October, In any case why is this figure not made available (i.e. average year on year % increase for each block and overall). - I asked you to provide the budget separately for W1-3 and W4. These are separate accounting units, and there is no reason why the budget should only be presented jointly. Please provide the budget for 26/27 for Warwick 1-3.
- Service Charge Overspend
Please explain who is accountable for the reported service charge overspend of more than £420,000 during the 2025/26 financial year. Is is the RTM company or Urang? How much of this overspend relates to Warwick 1-3? - Section 20B Notice
When the Section 20B notice was circulated to leaseholders, no explanation was provided regarding the substantial overspend against budget. Please explain why no commentary or supporting information was included and provide a detailed breakdown of the factors contributing to the overspend. - Complaints About RTM Directors
What is the formal complaints process for leaseholders who wish to complain about RTM directors?
How can directors be contacted directly? Leaseholders who have approached the concierge have reportedly been informed that no contact details are available. In addition, there has been no meeting with leaseholders since the directors’ election in December 2025. - Residents’ Meeting – 21 July 2026
Why has the meeting scheduled for 21 July 2026 been arranged as an online-only meeting rather than a hybrid meeting? Who made this decision and why were leaseholders not consulted? - Exclusion of Tenants
Who made the decision to exclude tenants from the meeting and what was the rationale for doing so? - Conduct on the CBW App
I have again been subjected to personal attacks on the CBW app, contrary to the published rules of the platform.(which include not naming people without their permission). The Urang CBW app account ‘liked’ this post attacking my website. Given that I am unable to respond because my CBW app account was arbitrarily closed in 2022 after I challenged misinformation being circulated to residents regarding the feasibility of exercising the Right to Manage, I find this particularly concerning. and cowardly behaviour.
it is also the case that time and time again the RTM directors and their associates are trying to shut down debate on the CBW app. There is a long history of documented online and offline bullying by people associated with the RTM. including several which involved the Police.
It is regrettable that these personal attacks continue. It is even more concerning that an account representing the managing agent appears to have endorsed such content. Please investigate this matter and explain whether the action was deliberate and whether it reflects Urang’s position.
Given the number and significance of the issues raised, I would appreciate a full written response within your published complaints timescale.
I look forward to hearing from you.
Yours sincerely,
M.O’D
CBW Leaseholder