Irma Elgin and the trellis in Belsize Grove

RESIDENTS in a block of flats in Belsize Park have criticised the lack of transparency in how their service charge money is spent, as it increased more than threefold in three years.

A £24,000 wooden trellis was among the works paid for by residents in the Belsize Grove building, where the service charge increased from £66 in 2022 to £241 in 2025, before dipping slightly to £233 in 2026.

Leaseholder Irma Elgin asked for a breakdown of how that money was being spent by housing association Notting Hill Genesis, which manages the building.

She said: “The service charge increased over a very short period of time. In a way I get it, because I think they charged a very low amount for a long time and then the property needed updating so they had to come up with the money. But when you collect the money, there needs to be evidence of works being done.”

Leaseholders have the right to scrutinise how the service charge is being spent, but other than taking it to a tribunal they have minimal opportunities to formally challenge their landlord on it.

When Ms Elgin requested evidence of how the money was being used, she was sent more than 100 invoices, which included the wooden trellis, which is also a protective barrier along the outside stairs that go to the top of the building. She explained that a previous trellis had fallen onto the neighbouring building, but has “no idea why they needed the trellis at all”.

“What you pay for and what you get in return just doesn’t add up,” she added, also referring to a derelict communal bathroom in the building, gardening bills for what she said was a neglected area, and £500 spent on window cleaning last year. Ms Elgin said her windows have not been cleaned since she moved in 2022.

According to Notting Hill Genesis, cleaning is only commissioned for the communal windows.

And while some works have been done – restoring a broken pavement at the entrance to the block, replacing broken locks – she said it was unclear what last year’s £31,000 repairs bill or £5,700 “management fees” actually accounted for.

“If I receive an invoice that says £48,000 or whatever, I like to see a breakdown of what this relates to,” she said.

“[NHG] don’t have accountability. What am I going to do, get a lawyer and go to the tribunal? That costs a lot, and I have to do it by myself because there is no way for the leaseholders to come together. And when I approached the housing ombudsman, they said that anything that relates to a service charge is not in our purview.

“So what am I supposed to do?”

A spokesperson for Notting Hill Genesis said: “We recognise service charge increases can be concerning for our residents. We work hard to keep costs to an absolute minimum, while ensuring necessary repair works are carried out efficiently.

“In recent years, extensive works have been required at Belsize Grove, including essential repairs to the boundary wall, roof, stairs and wooden decking.

“Residents’ service charges have increased to reflect the scale of works required, ensuring we continue to keep Belsize Grove in a good state of repair and meet all safety requirements.

“We always write to residents about their rent and service charges, explaining clearly what they are being charged for and why.”