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Sometimes we'll need to consult with you before we carry out expensive repairs, introduce new services or contractors.

This is called a Section 20 consultation and it makes sure that you:

  • know about any actions we're taking where there could be a cost to you
  • have the opportunity to comment on our proposals
  • can see documents relating to the process
  • nominate a contractor (not available for all contracts)

When will we consult you

If we're planning to introduce a service (or hire a new contractor to provide an existing service) that will cost at least one customer at least £100.00 per year.

If we are planning to carry out a repair that will cost at least one customer £250.00.

Consultation types

The section 20 consultation is made up of four schedules. 

We'll carry out one these schedules before introducing a new service or carrying out repairs.

When we write to you with a consultation notice, we'll let you know which schedule we're using.

If we don't send you a notice, then we must cap the costs in your service charges.

About the different types of schedule

If we can't issue a section 20

We may not always be able to send a Section 20 notice.

This could happen if emergency work needs to be done before we have time to do a section 20 consultation.

When we can't issue a section 20 we will apply to the First Tier tribunal. This can let us complete the work without consultation, this is called a dispensation.

We'd still write to you to let you know what we're doing and why.

The First Tier Tribunal (Property Chamber) have the power to offer or decline dispensations when a Section 20 process may need to be bypassed.