FAQs

The current contract is expiring. The Council is required to re-procure to ensure continued, high-quality repairs and maintenance services.

As is the case currently, some costs may be recharged to leaseholders. Where statutory consultation is required, the Council will carry this out before any charges are applied. A breakdown of proposed charges will be provided, and any caps that apply under the law will be clearly explained.  

Each section of the contract is available to download from the 'Contract Documents and Summaries' section of this website. If you need a paper copy or require the documents in an accessible format, please contact us.

As part of the statutory Section 20 process, Leaseholders are able to submit what are known as ‘Observations’. We have set up a new contact form on the digital platform to manage Observations (and invoice queries).

We’re putting this message out there on our emails, invoices and notices;

We're making it easier to contact us!

Instead of emailing, please use our new online form:

 https://www.dacorum.gov.uk/service-charge-query

It’s quick, secure, helps us help you faster and keep track of your request.

The contract includes detailed Key Performance Indicators (KPIs) covering response times, quality of work, customer satisfaction, and health & safety.

The contractor must follow the Council’s complaints policy and provide clear, timely responses. There are escalation routes for unresolved issues.

The contract includes remedies and penalties for poor performance, including financial deductions and the right to appoint alternative providers if necessary.

The initial term is 5 years, with an option to extend for up to 5 more years, subject to performance.

If a new contractor is appointed, staff may transfer under TUPE regulations to ensure continuity of service.

All contractors must comply with GDPR and Council data protection policies.