Consolidated list of unresolved matters and refund of service charges demanded from FP/TW (DT15604)

[Eva Ip]

Dear Beth/Vicky, Martin, Christie, Jennie

In the past week, RTA members including myself have received replies from FP to our questions. In addition, we have been prompted to produce a consolidated list of outstanding matters so that they could close our Stage 2 Complaint case SR00775004, move our list to a "General"  case and remove the administration charge levied on us. 

To our disappointment, many key issues remain unresolved and key information outstanding. It has long become apparent to our RTA the many replies were produced in "form' only, but not in substance. The position of TW and FP remains one of making new-build buyers of under two years subsidize major repair costs arising from old machine breakdowns. Those of us who have part-paid or not paid the overspend in protest are threatened with credit letters and administration charges, with promises to remove the administration charges if we are happy to close our complaint case.

That said, FP has accepted that the 50/50 basis of cost allocation between Millbrook 4A and Millbrook 4C for the prior years has not been equitable. Thus there would be a retrospective calculation based on a 63/37 split which would lead to an adjustment in our 2025/2026 final accounts. While we welcome the adjustment, we request that the overcharged amount of Plant & Machinery, amounting to £15,789 be refunded to us immediately, pending further clarification of the scope of TW's two-year warranty for new-build buyers.

The consolidated list below is compiled after obtaining FP's responses to:

SR00831308 - 2 Dec 2025 - re Financial implications raised by Eva Ip dated 12 Nov 2025

SR00822772 - 27 Nov 2025- Account dispute/Boiler issues (Stage 1 Complaint raised by Abbey Beyene 20 Oct 2025)

SR00806368 - 3 Dec 2025 - Sale queries (raised by Penny and Alan Venner)

SR00775004 - Stage 2 Complaint correspondence last communication 5 Dec 2025

SR00831308

1. Temporary Boiler and Replacement boiler costs - 

• 2023/2024 "temporary boiler" or repair cost of the same description of £9,871 not reversed in 2024/2025 as promised by Beth in April 2025;

• 2024/2025 "replacement boiler" or repair cost of the same description of £21,941 charged to us and not seen in the balance sheet of Millbrook 4C

• Not responded to why we needed to pay for fuel for the temp boiler which arose from repair costs for a new-build

• Not responded to our request to clarify in writing the scope of TW's 24-month builder warranty 

• Not responded to why we need to pay for escalating repair bills of any kind as new-build owners of under two years

2. CHP utility charges and contribution reserve

Not responded to - How is the CHP managed - maintenance cycles, warranty periods with suppliers, what the utility charges/shared costs of 7979 were composed of.

3. Allocation basis of 63% and 37% to be applied retrospectively for 2024/2025 - adjustments to be included in 2025/2026 accounts. We have worked out the adjustment amounts for immediate refund. See below.

4. Fire alarm related works at Millbrook 4A - No information from our landlord TW regarding potential design flaws/issues and why or how it is linked to the CHP and why Millbrook 4C would need to finance the repairs of fire alarms at 4A. FP declined to assume responsibility.

5. 2025/2026 Budget sufficiency

• No response from our landlord TW regarding ongoing exploration or work about installation of a thermal tank, or otherwise

• No reply regarding if major work will be required in 2025/2026 (S20 implications), and/or potential financial implications

• No information about the composition of shared cost of £7,979, other than that it represented 37% of total shared costs under CHP

SR00822772/SR00806368/SR00775004

6. FP told us new boiler warranty started from 28 Apr 2024 for two years, but did not cover "fuel"

No explanation why new-build buyers need to pay for "fuel" costs arising from the breakdown of old boilers

7.Taylor Wimpey contribution £111,718 and £20,835 - FP confirmed amounts reflected in the "audited accounts". There is no mention of which "audited" accounts. Millbrook 4C service accounts were signed, but not audited and certainly did not reflect the amounts on its balance sheet. 

In fact, whether or not TW had contributed, why were new-build buyers coerced to pay an enormous amount of repair costs called P&M!!

8. Fuel costs £18,430 described as Accruals £25,327 (Millbrook 4A) confirmed to have been wrongly coded only - the amount charged to 4C was "equitable" with no further explanation

9. Our request for suspension of 30 Oct payment for 2024/2025 overspend 

Payment not suspended. Late payment charge levied with written threatening letters sent to nil or part-payers. Not sure if the FP system would remove the late charge until we are willing to close our Stage 2 Complaint?

10. Response and Accountability

FP told us about the recent change in internal work split between Vicky Hirani and Beth Lancaster - TW's responsibility as landlord remains SILENT.

Our prospect of having hot water enough to run baths remains nowhere in sight.

11. Contractor Reports - Reports and assessments by Woodford Heating, Powerhouse Maintenance regarding the repairs remain outstanding

12. Building insurance certificates - two summaries shared on 27 Nov with follow-up questions from RTA on 5 Dec 2025 (In particular, 57HDD now has sum insured for Commercial Rental Income for 36 months of £1,351,759. Who has made the changes and why?)

Meanwhile, we have worked out the overcharged amounts owed to us, illustrated in the table below:

1. Amount due to leaseholders for 2023/2024 and 2024/2025 based on the more equitable basis of 63/37 between Millbrook 4A and 4C, instead of 50/50, confirmed by FP = £15,789

2. Amount due to leaseholders for 2023/2024 and 2024/2025 based on TW acknowledging its two-year builder warranty = £60,723

Refunding to each individual flat can be worked out by applying the same percentage share of the flat in the total service charge.

Calculation of service charge owed to 57 & 59 HDD P&M Repairs Overcharge
	Current basis	On a 37/63 basis retrospectively applied		TW two year's builder warranty on repairs applied
2023/2024 signed accounts
Allocation basis	50/50	37/63	Refund due to 57&59HDD	Repair costs for newbuild invalid	Refund due to 57&59HDD
Temporary boiler charges	£9,872	£7,305	£2,567	£0	£9,872
2024/2025 signed accounts
Replacement boiler Row 225	£21,942	£16,237	£5,705	£0	£21,942
Fuel for replacement boiler Row 210-214	£8,906	£6,590	£2,316	£0	£8,906
Fuel cost accrual row 199-208 in review spreadsheet described as Accr 25327	£18,430	£13,638	£4,792	£0	£18,430
Inv 009973/010139/010393/INV-13571/INV-15067 Row 217 -221 =221	£1,573	£1,164	£409	£0	£1,573
Total	£60,723	£44,934	£15,789	£0	£60,723
	A	B	C=A -B	D	E=A -D
Source: Signed accounts 25857, Review notes of S22 finance information from FP

We request that comprehensive explanations and information be made available by no later than 19 December 2025. As a minority group of leaseholders who have suffered from consecutive days of prolonged heat and hot water outages, and who have been coerced into paying for heavy repair costs since moving in, we reserve our rights to further actions.

Thank you for your attention.

RTA57&59HDD

[RTA5759HDD]

Yours sincerely
Recognised Tenants’ Association
57 & 59 Henry Darlot Drive
Millbrook Park
NW7 1NP

[Abbey Beyene]

Hi All

We have not had any comms from FP or TW following our Dec emails. I propose the following to go as a reply to the original email below. Thoughts welcome.

Dear Hannah, Beth, Vicky, Martin, Christie, Jennie,

I am forwarding our consolidated email dated 9 December 2025 (below), which you requested to keep our complains opened as you were suggesting they be closed as resolved (none have been resolved). We requested a substantive response by 19 December 2025. 

We have had no response to that consolidated list. Despite that, on 31 January 2026 most (if not all) leaseholders who part-paid or withheld the disputed elements received overdue account emails.

That position is not acceptable while the Stage 2 complaint remains unresolved and while FirstPort has itself acknowledged issues within the underlying accounting and apportionment. For the avoidance of doubt:

1. We do not agree to closing or moving these issues to a “general case” as a condition of removing fees or stopping debt activity. The complaint must remain open until the matters raised are fully resolved.:  

SR00831308 - 2 Dec 2025 - re Financial implications raised by Eva Ip dated 12 Nov 2025

SR00822772 - 27 Nov 2025- Account dispute/Boiler issues (Stage 1 Complaint raised by Abbey Beyene 20 Oct 2025)

SR00806368 - 3 Dec 2025 - Sale queries (raised by Penny and Alan Venner)

SR00775004 - Stage 2 Complaint correspondence last communication 5 Dec 2025

2. Please confirm, in writing, by return:

• that no further debt collection / overdue demands / admin fees / interest will be applied to the disputed sums while SR00775004 remains open and the review is ongoing; and

• that any admin fees already applied in connection with this dispute will be removed.

3. Please provide a clear timetable for responses to the numbered points in the 9 December email, including:

• confirmation and evidence of the retrospective 63/37 adjustment and how/when the £15,789 overcharge will be credited/refunded;

• documentary support for assertions about Taylor Wimpey contributions (where shown, and in which accounts) and the treatment of the relevant Plant & Machinery items;

• the outstanding contractor reports/assessments (Woodford Heating / Powerhouse Maintenance); and

• the outstanding clarification on warranty position (including the scope being relied on and why costs such as “fuel” are being treated as recoverable from new-build leaseholders in this context).

Given the overdue demands issued on 31 January 2026, we need the confirmation at point (2) urgently, and a dated response plan at point (3).

Kind regards

Abbey 

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[Penny Venner]

Looks good to us - thanks Abbey for your continued perseverance!

Alan & Penny 

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[Eva Ip]

Good afternoon, Abbey 

Thank you for following up. Until we have discussed the next step(s), this is probably the least we can do. 

The next half-yearly charge will be due in 2 months, I am not sure if we shall hear from FP before then. 

BTW, the anniversary of our RTA is coming up. We obtained the acknowledgement of TW on 6th Feb 2025.

Let's follow the basic protocol to have an AGM and re-election of committee members. I shall read up and get back to you all in the coming week.

Returning to your email, FYI, FP has not closed the complaint case in MyHome. They have kept it open.

Pls add under your point 2:

"that any admin fees already applied in connection with this dispute will be removed or refunded to those who have paid up"

Have a good evening!

Eva

To view this discussion, visit https://groups.google.com/d/msgid/rtahdd5759-committee/82981563.11071467.1769948358999%40mail.yahoo.com.

[RTA5759HDD]

Hey all,

Did you receive this response from FirstPort previously? As it looks like it only sent to our hdd email, so we might have missed it. @Abbey let me know if you still want me to send the same email response?

Thanks,

Fiona

---------- Forwarded message ---------
From: FirstPort Help <he...@firstport.co.uk>
Date: Mon, Jan 5, 2026 at 12:42 PM
Subject: Consolidated list of unresolved matters and refund of service charges demanded from FP/TW (DT15604)

To: rta57...@gmail.com <rta57...@gmail.com>

Good afternoon,

 

Following Beth’s comprehensive response issued on 2nd January (attached for your reference), this response forms FirstPort’s Final Stage 2 response of our complaints process and we hope you will find this acceptable.

 

However, in accordance with our complaint’s procedure, if you remain dissatisfied with our stated position, please review the link below for more information

 

Your complaint reference number is SR007755004 in case you need it.

 

https://www.firstport.co.uk/help-support/residents-queries/complaints-procedure/#property-ombudsman 

Kind Regards,

Hannah Sapsford
FirstPort Group Limited

 

My Home: access your account online, anywhere, anytime. Sign up now.

 

---

From: Beth Lancaster <Beth.La...@firstport.co.uk>;
Sent on: Thu Dec 11 2025 06:53:57 GMT+0000 (Greenwich Mean Time)
To: RTA5759HDD <rta57...@gmail.com>; Vicky Hirani ; Christi...@taylorwimpey.com ; Jenni...@taylorwimpey.com ; Martin King ; dan.toml...@parliament.uk ; simon.t...@parliament.uk ; FirstPort Help
Subject: Re: Consolidated list of unresolved matters and refund of service charges demanded from FP/TW (DT15604)

Good morning and thank you for your email.

We will respond as soon as possible. 

Regards

Beth Lancaster MTPI

Associate Director 

**Sent from a mobile device. Please excuse any typos**

---

From: RTA5759HDD <rta57...@gmail.com>
Sent: Tuesday, December 9, 2025 1:31:55 PM
To: Beth Lancaster <Beth.La...@firstport.co.uk>; Vicky Hirani <Vicky....@firstport.co.uk>; Christi...@taylorwimpey.com <Christi...@taylorwimpey.com>; Jenni...@taylorwimpey.com <Jenni...@taylorwimpey.com>; Martin King <Marti...@firstport.co.uk>; dan.toml...@parliament.uk <dan.toml...@parliament.uk>; simon.t...@parliament.uk <simon.t...@parliament.uk>; FirstPort Help <he...@FirstPort.co.uk>

Subject: Consolidated list of unresolved matters and refund of service charges demanded from FP/TW (DT15604)

 

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[Abbey Beyene]

Thanks for pointing this out Fiona. I didn’t receive it. I think will need time to review and perhaps rewrite. They keep conflating the fuel charges and making it sound as if it was separate to the temp boilers. 

Abbey

Sent from my iPhone

On 9 Feb 2026, at 12:27, RTA5759HDD <rta57...@gmail.com> wrote:



[Eva Ip]

Dear Committee members

I have read the response from Beth dated 2 Jan 2026.

Admittedly she had made more of a genuine effort to tell the truth, though we may not want to accept it.

1.Warranty Coverage 

Agree with Abbey that Beth has been trying to conflate/confuse the issue on behalf of TW. In my limited knowledge, in English law there is generally a concept of what constitutes reasonable expectations. In insurance there is the concept of consequential losses. While fuel costs and emergency charge-outs may not be specifically mentioned, or even installation costs of the new boiler, or costs of the temp boiler, all such costs arose from the breakdown of the main boilers at the CHP which were already over five years old. As new build owners, isn't it reasonable for us to expect that there would be no major breakdown of hardware/ fixtures and fittings within two years of moving in? As such, why are we being asked to fund the repairs of the consequential costs arising from the breakdown?

2. Developer contributions

See point 1 above.

3. Cost allocation adjustments

Beth went silent about the penalty charges about late payments.

4. Next steps

Beth did not mention when the final accounts will be released.Based on previous years experience they would not be available until September. Meanwhile, we shall be asked to pay for the advance half-yearly charges in March 2026, while being told nothing about TW's plan about the thermal tank or other potential cost implications arising from ongoing or further repairs in relation to the alarms at 55HDD.

Let me know what you think. Since the email was sent on 2 Jan 2026, we should provide our response.

Kind regards

Eva 

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From: Beth Lancaster <Beth.La...@firstport.co.uk>;
Sent on: Thu Dec 11 2025 06:53:57 GMT+0000 (Greenwich Mean Time)
To: RTA5759HDD <rta57...@gmail.com>; Vicky Hirani ; Christi...@taylorwimpey.com ; Jenni...@taylorwimpey.com ; Martin King ; dan.toml...@parliament.uk ; simon.t...@parliament.uk ; FirstPort Help
Subject: Re: Consolidated list of unresolved matters and refund of service charges demanded from FP/TW (DT15604)

Good morning and thank you for your email.

We will respond as soon as possible. 

Regards

Beth Lancaster MTPI

Associate Director 

**Sent from a mobile device. Please excuse any typos**

---

From: RTA5759HDD <rta57...@gmail.com>
Sent: Tuesday, December 9, 2025 1:31:55 PM
To: Beth Lancaster <Beth.La...@firstport.co.uk>; Vicky Hirani <Vicky....@firstport.co.uk>; Christi...@taylorwimpey.com <Christi...@taylorwimpey.com>; Jenni...@taylorwimpey.com <Jenni...@taylorwimpey.com>; Martin King <Marti...@firstport.co.uk>; dan.toml...@parliament.uk <dan.toml...@parliament.uk>; simon.t...@parliament.uk <simon.t...@parliament.uk>; FirstPort Help <he...@FirstPort.co.uk>

Subject: Consolidated list of unresolved matters and refund of service charges demanded from FP/TW (DT15604)

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[Abbey Beyene]

Should we have a quick meeting to also see what dates work for us for a meeting with Dan/Simon and FP? 

We need to work out what we do with the lack of response from TW as well. I spoke with Kirk, MVHR service, and he’s agreed to write a note about the various issues they encountered with the set up showing defects from during installation. We could include in series of lack of standards/quality in the over all build. 

Abbey

Sent from my iPhone

On 10 Feb 2026, at 14:13, Eva Ip <evay...@gmail.com> wrote:



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[RTA5759HDD]

Dear Beth

We refer to your email to our RTA dated 2 Jan 2026, to which we have given careful thoughts

Please note our replies in blue ink underneath your answers for your attention and actions.

1. Warranty Coverage 

None of the items queried – including temporary boiler hire, replacement boiler installation, fuel costs, and related call-outs – were covered under any warranty. 

 The two-year builder’s warranty provided by Taylor Wimpey does not extend to fuel costs or emergency call-outs. 

 The replacement boiler installed in April 2024 carried a manufacturer’s warranty for defects in materials and workmanship only, not for consequential costs such as fuel or ancillary repairs. 

Under Contract law there exists the concept of reasonable expectations which refer to the shared, objective assumptions parties hold when entering an agreement, used by courts to interpret intent, imply terms, and ensure fairness. Then there is also the concept of consequential losses arising from the primary loss/damage . 

As buyers moving into a brand new property covered by Taylor Wimpey's builder warranty for two years, it is well within our reasonable expectations that we would not need to pay for the repairs and/or replacements of major breakdowns in our fixtures and fittings, including the consequential costs (be they temporary boiler, consulting, installation, fuel or callout charges) that arose from such breakdowns. Let us remind FirstPort and Taylor Wimpey, that at the time of the signing of our lease, both FP and TW were silent about the fact that a major fixture, the communal boilers, to which our daily hot water and heating supply depend, were already over five years old. We were all given the impression that we were buying a brand new property complete with brand new fixtures and fittings covered by a reputable builder's two-year warranty. 

2. Developer Contributions 

Taylor Wimpey funded the procurement and installation of the temporary and replacement boilers. These contributions were applied to the accounts via offsetting mechanisms. Residents were not charged for the boiler units themselves. 

Although you keep repeating that Taylor Wimpey has paid for the replacement boilers, included in our total service charge under Plant & Machinery there was an amount of GBP21942 for the "replacement boiler", representing "procurement and installation" according to your Finance Department. If offset had indeed been applied, we should be able to see a reduction or credit of the same amount in one of the expenditures in our service charges. No such entry can be found either on the face of the accounts or in the S22 invoices you once sent us in November 2025.

 Fuel costs and certain maintenance items were outside the scope of the developer’s contribution and therefore remain part of the service charge expenditure. 

The additional fuel costs and maintenance items including call-out charges arose as a direct consequence of the collapse of the old boilers. We do not agree that such costs fall into the regular maintenance category for a brand new property.

3. Cost Allocation Adjustments

 We acknowledge that the historic 50/50 split between Millbrook Park 4A and 4C was not reasonable. A revised apportionment of 63% (Phase 4A) and 37% (Phase 4C) will be applied retrospectively in the 2025/26 accounts as a prior-year adjustment. This will ensure fairness and transparency going forward. To clarify, all apportionments are finalised as part of the audited year-end accounts. For the budget, we use an estimated figure based on the correct split, but adjustments can only be made once the accounts have been audited. This is to make sure everything is accurate and compliant. We’re not able to process credits/refunds outside of the audited accounts because doing so would compromise the reliability of the financial reporting process. Please be assured that the 37/63 allocation basis will be applied in the audited accounts, and any credit due will be reflected at that point. 

As a minimum, please acknowledge and agree in writing our calculations of the amount of the refund or credit of GBP15789. It was derived entirely from your signed accounts based on the revised 37/63 split.  

5. Next Steps / Please Note  

a) All adjustments will be reflected in the certified year-end accounts for 31 March 2026. 

Since the certified service accounts for the year ended 31 Mar 2026 will not be available before the advance service charge demand of 2026/2027, for our continuous assessment of the management of our building since 2022, it is critical:

- that you agree with our calculation of the minimum amount of refund/credit as per point 3 above;

- that we shall not be charged for late penalties due to the ongoing dispute surrounding the 2024/2025 plant and machinery costs and mis-allocation of charges between 55HDD and 57&59 HDD

- We await from TW their update of the exploration of the installation of a thermal tank to ensure we have sufficient hot water and heat for daily use.

RTA57&59HDD

 

On Mon, Jan 5, 2026 at 12:42 PM FirstPort Help <he...@firstport.co.uk> wrote:

Good afternoon,

 

Following Beth’s comprehensive response issued on 2nd January (attached for your reference), this response forms FirstPort’s Final Stage 2 response of our complaints process and we hope you will find this acceptable.

 

However, in accordance with our complaint’s procedure, if you remain dissatisfied with our stated position, please review the link below for more information

 

Your complaint reference number is SR007755004 in case you need it.

 

https://www.firstport.co.uk/help-support/residents-queries/complaints-procedure/#property-ombudsman 

Kind Regards,

Hannah Sapsford
FirstPort Group Limited

 

[FirstPort Help]

Good afternoon Resident Association,

Thank you for your detailed email of 23 February and for setting out your comments beneath our earlier correspondence. We address each of your points below.

“Reasonable expectations”, warranty scope & age of CHP equipment
We understand the concerns raised regarding expectations when purchasing a new‑build property. However, it is important to distinguish between:

1. The contractual position under the lease
The service charge provisions in the lease require leaseholders to contribute to the costs of maintaining, operating and repairing the communal plant and systems serving the building, irrespective of the age of those systems. This includes:

• fuel consumption
• servicing
• call‑outs
• emergency attendance where required to maintain continuity of supply

2. Taylor Wimpey’s two‑year builder warranty
The developer warranty covers defects in materials and workmanship in accordance with manufacturer and developer obligations. It does not extend to:

• consequential losses such as temporary plant hire
• fuel consumption
• emergency attendance
• costs arising from moisture‑sensor activation or fire‑alarm related shutdowns
• call‑outs not linked to a proven manufacturing defect

As confirmed previously, Taylor Wimpey funded the replacement boilers and the temporary plant. Their contribution was received during the 2024/25 financial year and is included in the audited accounts for that period. As FirstPort is not the developer, we cannot expand or reinterpret the scope of that warranty.

Age of equipment
The CHP and plant‑room equipment formed part of the development handed over to FirstPort. Managing agents have no role in the design, selection or installation of the original infrastructure. While some CHP components were older than the residential buildings, this is not uncommon in phased multi‑block developments. Under the lease, responsibility for operating and maintaining those systems rests with leaseholders unless the developer elects to fund a specific item, as Taylor Wimpey did with the boiler replacement.

Replacement boiler cost and visibility of the offset
You queried the visibility of an offset against the £21,942 shown under Plant & Machinery.
To clarify:

• The figure in the 2024/25 accounts reflects the gross invoice for the replacement boiler works.
• The developer contribution was received separately and forms part of the year‑end financial position rather than appearing as a line‑by‑line deduction.
• The contribution is not shown as a negative expenditure line because the accounts are prepared under TECH 03/11, where developer contributions may appear on the balance sheet rather than in the profit and loss section.

As noted previously, our accounting team has confirmed that the cost and contribution will be reconciled within the 2025/26 audited prior‑year adjustments, ensuring the final position is accurate and transparent.

Fuel costs, call‑outs and “consequential cost” charges
You noted that fuel and related call‑outs arose “as a direct consequence of the collapse of the old boilers” and should not fall to leaseholders.
To reiterate:
 

• Fuel consumption, emergency call‑outs and operational maintenance fall within the lease‑mandated service charge.
• These items are not covered by the manufacturer’s boiler warranty.
• Taylor Wimpey has not classified these costs as developer‑funded.
• Under the lease, maintaining heat and hot water supply—including temporary measures—is a service‑chargeable function.

While we appreciate the disruption caused by the outages, these items remain service‑chargeable unless covered by the developer or warranty provider. We continue to liaise with Taylor Wimpey to obtain any further clarity on the scope of the two‑year warranty. This can also be included on the agenda for the upcoming MP meeting (date to be confirmed).

Request that FirstPort “acknowledge and agree” the £15,789 refund figure
We must clarify the position carefully.

• The revised 63% / 37% apportionment will be applied retrospectively, but only through the audited accounts.
• The £15,789 calculation provided cannot be formally agreed or certified outside the audit process because:
  • Adjustments must be verified and certified by accountants.
  • Service charge funds are held on trust, and refunds/credits can only be applied within a certified accounting period.
  • Issuing refunds outside the audit cycle would breach accounting standards and lease requirements.

What we can confirm is:

• The incorrect 50/50 split will be corrected.
• The correction will appear in the 2025/26 certified accounts as a prior‑year adjustment.
• Any credit due to 57/59 HDD residents will be shown transparently in those accounts.

This is the only compliant route for making such adjustments.

Impact on 2026/27 service charge & request to avoid late payment penalties
Regarding the request that late payment penalties not be applied during the dispute: lease obligations still require payment of undisputed sums, and ongoing service charge income is necessary to maintain and manage the development. We will therefore not be placing any customer accounts on hold at this time.

Thermal tank / developer updates
We recognise the importance of the ongoing technical work to improve resilience of the CHP system. As this would be a developer‑led initiative, FirstPort cannot accelerate investigations into a potential thermal tank. However, we have followed up with Taylor Wimpey on your behalf.

Summary

• We cannot expand the contractual or legal scope of the two‑year developer warranty.
• Developer contributions already received will be fully reconciled through the audited accounts.
• The 63/37 split will be applied retrospectively through the formal 2025/26 audit.
• We cannot pre‑certify or pre‑agree the £15,789 figure outside that statutory process.
• Updates from Taylor Wimpey on the thermal tank proposal will be shared once available.

We remain committed to resolving all outstanding matters through the correct accounting and governance processes, and we appreciate your continued engagement.

 

Our complaint process is now complete, and your complaint has been closed. We hope you will find this outcome acceptable, but if you remain dissatisfied with our stated position or how we have managed the situation, you can seek a free and independent review of our actions by The Property Ombudsman Service [TPOS] within 12 months of this response.

How to contact The Property Ombudsman Service
Post: The Property Ombudsman, 33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury, SP1 2TJ
Email: ad...@tpos.co.uk
Telephone: 01722 333 306
Website: The Property Ombudsman Service www.tpos.co.uk/consumers/make-a-complaint

Kind Regards,

Hannah Sapsford
FirstPort Group Limited

 

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From: RTA5759HDD <rta57...@gmail.com>;
Sent on: Sun Feb 22 2026 12:38:29 GMT+0000 (Greenwich Mean Time)
To: FirstPort Help <he...@FirstPort.co.uk>; Beth Lancaster ; rtahdd5759...@googlegroups.com ; Christi...@taylorwimpey.com ; Jenni...@taylorwimpey.com ; Martin King ; Vicky Hirani
Cc: simon.t...@parliament.uk <simon.t...@parliament.uk>; dan.toml...@parliament.uk

[Abbey Beyene]

Morning all

Anyone else receive another £95 penalty fee this morning despite this response from the email below:

Impact on 2026/27 service charge & request to avoid late payment penalties
Regarding the request that late payment penalties not be applied during the dispute: lease obligations still require payment of undisputed sums, and ongoing service charge income is necessary to maintain and manage the development. We will therefore not be placing any customer accounts on hold at this time.

Kind regards

Abbey 

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