How to calculate service charges effectively pdfs/Presentations... · Services Ltd 10.10 An introduction to leaseholder service charges- the do’s and don’ts Richard Towes, Consultant/Trainer,

How to calculate service charges

effectively

24 April 2014 CIH Office, London

How to calculate service charges effectively

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Firstly, thank you for coming to the event, we hope that you enjoy the day here with us in London. The Events Team is based in Coventry, and here at the event today is Becky Ibbertson, Event Organiser, to help you with any queries, problems or comments you may have. To get the most from the event, please take part - get involved in discussions, ask questions and share ideas. Respect everyone’s right to opinions and allow everyone a space to express their thoughts. Information which may be helpful to you: Appraisal Forms, if you can try to remember to fill in the appraisal forms and leave them on the registration desk before you leave the conference. We really do value your comments and take your views into account when planning next year’s conferences and future events. We take all comments seriously. Short Courses and Seminars, if you have enjoyed this event and are interested in other topics which relate to this event, why don’t you try one of our short courses. We cover a wide range of subjects and topics and if you can’t find what you are looking for, then why not contact us about having your training requirements delivered “In-house”. We hope you enjoy your day and if you require any further information please contact the Events Team on 02476 851722, email us at [email protected] or visit our website www.cih.org/events

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9.30 Registration and refreshments

10.00 Chairs welcome and overview Richard Towes, Consultant/Trainer, Leasehold Training & Consultancy Services Ltd

10.10 An introduction to leaseholder service charges- the do’s and don’ts Richard Towes, Consultant/Trainer, Leasehold Training & Consultancy Services Ltd

Matthew Saye, Assistant Director, One Housing Group Richard and Matthew will give delegates an overview of leaseholder service charges and recent updates. They will explain the importance of getting it right and the challenges faced with service charges.

11.10 Maximising your service charge income and improving customer service Lynda Hance, Associate Consultant, HouseMark & Principal, Training Plus Consultancy, Training Plus Consultancy Maximising income from service charges and avoiding or minimising deficits is a key issue to ensuring your business is operable in the long term. Issues relating to your income from service charges can arise form late documents, consulting inaccurately and identifying costs incorrectly. This session will gives you an overview of how to maximise your service charge income and improving your customer service

11.50 Refreshments

12.00 Limits to service charges: Section 125 Notice Nadeem Hussain, Legal Advisor, Leasehold Advisory Service Emma Fuller, Solicitor, Anthony Collins Solicitors

This session will update on case law relating to the Section 125 Notice and service charge capping in the public sector under the Housing Act 1996.

12.50 Lunch

13.20 Freehold service charges- recovering charges Mike Edmunds, Head of Leaseholders Services, London Borough of Camden Ashley Parrette, Leasehold Manager, Southern Housing Group

Many housing sector portfolios contain houses which have been sold on a freehold basis or have houses eligible for sale under home purchase schemes. However, with these properties as part of your estates how do you recover service charges from them? This session looks at what to do when houses are sold freehold or on a shared ownership basis and how to recover your service charges.

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14.00 Managing leasehold disputes and bringing cases to the LVT John Gargan, Director, Consultant & Mediator, John Gargan Ltd Jacky Nelson, Housing Manager leasehold services , Barnet Homes Mark Oakley, Partner, Judge Priestley LLP

Disputes between the leaseholder and landlord, often around major works charges, can reach a stage where going to the Tribunal or Courts becomes almost inevitable. In many cases the problem can be amicably resolved at any stage if the two sides can be persuaded to enter into a constructive discussion. However, the parties are often too entrenched to discuss their respective arguments in a reasonable and rational manner by themselves so no resolution can be achieved. This session will look at ways of avoiding disputes and also dealing with them when they occur, including alternative dispute resolution.

15.00 Refreshments

15.15 Case Studies: billing for major works Louise Turff, Service Charge Construction Manager, London Borough of Southwark In this session we learn from practical examples of how other organisations have been successful in billing for major works repairs. What ideas could you take back to your organisation?

16.00 Chairs closing remarks and summary of the day * Programme may be subject to minor changes

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Presentations for this event can be found at:

www.cih.org/Presentations/servicecharges

http://www.cih.org/Presentations/servicecharges


Sp

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Bio

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Richard Towes, Consultant/Trainer, Leasehold Training & Consultancy Services Ltd Richard has been in Leasehold Management for over 20 years in the public sector and set up his own consultancy and training business in 2008. Richard has been speaking at the CIH Home Ownership conference since it started 16 years ago and has worked with the institute in setting up leasehold seminars for many years. Richard is currently working with a London ALMO on its consultation with leaseholders in preparation for Decent Homes and other areas. He has a long and established history of providing training for many organisations on leasehold management issues.

Matthew Saye, Assistant Director, One Housing Group Matthew has worked in the social housing sector for over 17 years dealing with mixed tenure portfolios. He has extensive experience of leasehold management, home purchase schemes and home ownership including dealing with all aspects of service charging and income recovery from home owners. As an Assistant Director at One Housing Group his remit includes responsibility for the group’s managing agency business; home ownership services and initiatives; leasehold management; intermediate, commercial and market rent management; income recovery services and rents / service charges across the Group.

Nadeem Hussain, Legal Advisor, Leasehold Advisory Service Nadeem has been providing advice on landlord and tenant issues for more than 20 years as a local authority service provider, advocate and for the last 12 years as a solicitor. Nadeem has gained perspective working for local authorities, for private landlords in the private sector but overwhelmingly for tenants and leaseholders. He also has extensive experience delivering training and presentations on housing law.

Lynda Hance, Associate Consultant, HouseMark & Principal, Training Plus Consultancy Lynda has extensive experience in service charge matters. She was the author of Service Charges: value for money? for the Housing Corporation, Managing your service charges efficiently for HouseMark & (How) are you being served? For the Housing Corporation. She works with landlords to ensure compliance and improve service charge collection. Lynda is the Chair of the CIH London Regional Board and is a Board Member of Sentinel Housing Association.


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Emma Fuller, Solicitor, Anthony Collins Solicitors Emma provides advice to housing associations, local authorities, ALMOs, charities and private landlords on all housing management issues. She also heads up the Right to Buy team at Anthony Collins Solicitors, providing technical advice and training to clients.

Mike Edmunds, Head of Leaseholders Services, London Borough of Camden Mike has been a leasehold practitioner for several years and has carried out various roles including Senior Manager in the City West Homes Leasehold Services Team, Head of Leasehold Services for the Hyde Group managing leaseholders under the PFI project and Head of Home Ownership Services for Lambeth Living. He is a member of the London Almo Benchmarking Group. His current position is Head of Leaseholders Services for Camden Council managing the councils 9,500 leaseholders.

Ashley Parrette, Leasehold Manager, Southern Housing Group Ashley has built his experience working directly with freeholders and leaseholders in Local Authority and Housing Association, within London and the Southeast, for more than 20 years. Currently working for Southern Housing Group across the Southeast, from the Isle of Wight to north London, and Kent to Reading, he manages a small team of dedicated professionals providing services to shared owners, leaseholders and freeholders, along with specialist assistance to front line staff, both in terms of hands on practical and policy advice, and importantly guidance to senior managers.

John Gargan, Director, Consultant & Mediator, John Gargan Ltd John has over 35 years’ experience in public sector housing, including over 25 years in leasehold management and home ownership. He offers a wide range of services, including alternative dispute resolution (RICS accredited mediator), consultancy & training in leasehold management & RTB and interim management solutions. John has worked on and chaired a number of London Councils’ working groups and has presented training the CIH, LEASE, HQN, and for other public and private sector clients, and also chaired the CIH Home Ownership & Leasehold Management Conference.


Jacky Nelson, Housing Manager Leaseholder Services, Barnet Homes Jacky joined the London Borough of Barnet in 1999 to manage the Repairs Contact Centre having worked previously for British Gas as Operations Resources Manager. She went on to become the Customer Care & Quality Manager for Barnet Homes (ALMO) when it was formed in April 2004. In 2009 she moved into Leaseholder Services to manage the major works consultation and billing section through to completion of the DHS programme and beyond, and since it took off again in 2012 the right to buy section.

Speaker

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ies Mark Oakley, Partner, Judge Priestley LLP

Mark was admitted as solicitor in 1989 and is Partner at Judge & Priestley LLP specializing in property litigation. Judge & Priestley has acted for local authority landlords since 1990 dealing with leasehold and service charge disputes and currently act got landlords (both public sector and private) to collect service charges and deal with disputes arising in the County Court and the LVT. Mark heads the recovery and litigation teams dealing with leasehold management and has a busy caseload in the FtT and Upper Tribunal. Mark regularly provides training and advice on the recoverability of services charges, S20 consultation and how to deal with breaches of the lease. Mark has also worked with clients to develop effective billing and recovery strategies for service charges.

Louise Turff, Service Charge Construction Manager, London Borough of Southwark Louise Turff has over 23 years experience of working in local authority housing with particular expertise in post sales leasehold management. She is currently working for the London Borough of Southwark, responsible for all statutory consultation with leaseholders and the construction of both revenue and capital service charges for over 15,000 service charge payers, with an annual debit of over £25m.


First Name Last Name Job Title Employer Delegate Type

Leigh Sailes Service Charge Officer Aldwyck Housing Group Delegate

Selena Gordon Home Ownership Officer AmicusHorizon Delegate

Emma

Fuller Solicitor Anthony Collins Solicitors Speaker

Michele Brand Leasehold management officer Arun District Council Delegate

Theresa Gurney

Home Ownership/Finance Officer Arun District Council Delegate

Jacky Nelson Housing Manager Leaseholder Services Barnet Homes Speaker

John William Income Manager Central & Cecil Housing Trust Delegate

Annabel Kyte Senior Service Charge Officer Circle Anglia Delegate

Karen Trumper Leasehold Administrator

Eastbourne Homes Ltd Delegate

Nebeel Ahmed Service Charge Accountant Eastend Homes Delegate

Shanthi Abeysena Leasehold Arrears Officer Eastend Homes Delegate

Toni Woodford Leasehold Services Officer Eastend Homes Delegate

Isobel Pugh Home Ownership and Leasehold Manager

Flagship Housing Group Ltd Delegate

Clare Basham-Smith ICT Module Leader Greenfields Community Housing Delegate

Paul Chadwick Area Estate Manager Greenfields Community Housing Delegate

Deborah Hird Home Ownership Leashold Co-ordinator Home Group Delegate

Amanda Robinson Customer Service Partner Home Group Limited Delegate

Ibukun Filani Services Charges Billing & Liaison Officer Homes for Haringey Delegate

Denise Broad Home Ownership Officer Homes in Havering Delegate

John Gargan Director, Consultant & Mediator John Gargan Ltd Speaker

Mark Oakley Partner Judge Priestley LLP Speaker

Kirstie Craig-Young Home Ownership Officer

Kettering Borough Council Delegate

Andrew Rutlidge Leasehold Administrator

Lancaster City Council Delegate

Nadeem Hussain Legal Advisor Leasehold Advisory Service Speaker

Richard Towes Consultant/Trainer

Leasehold Training & Consultancy Services Ltd Speaker

Mike Edmunds Head of Leaseholders Services

London Borough of Camden Speaker

Brenda Broad Home Ownership Officer

London Borough of Havering Delegate

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First Name Last Name Job Title Employer Delegate Type

Louise Turff Service Charge Construction Manager

London Borough of Southwark Speaker

Joanna O'connor Service Charge Officer Look Ahead Housing and Care Ltd Delegate

Matthew Saye Assistant Director One Housing Group Speaker

Heidi Waites Director Opus IT Limited Delegate

Heidi Waites Director Opus IT Limited Delegate

Richard Williams Customer Financial Services Manager

Sentinel Housing Association Delegate

Scott McGowan Senior Finance Officer Sentinel Housing Association Delegate

Ashley Parrette Leasehold Manager Southern Housing Group Speaker

Cheryl Wood Accountant Stafford and Rural Homes Delegate

Lynda Hance Associate Consultant, HouseMark & Principal

Training Plus Consultancy Speaker

Liz Palmer Leasehold Officer Vale of Aylesbury Housing Trust Delegate

Katie Steele Legal Assistant Weaver Vale Housing Trust Delegate

Made Awotesu Asset Management Officer

Welwyn Hatfield Community Housing Trust Delegate

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Documents

How to calculate service charges effectively pdfs/Presentations... · Services Ltd 10.10 An introduction to leaseholder service charges- the do’s and don’ts Richard Towes, Consultant/Trainer,