Homeowners across the West are expressing frustration with property management company FirstPort, feeling “trapped” by rising service charges and poor maintenance of their properties. The issue affects both leasehold and freehold homeowners who are locked into maintenance contracts for communal areas.
Liam Mckinnon, a 35-year-old Bristol resident, exemplifies the challenges faced by homeowners. His service charges for his leasehold flat have tripled over five years, reaching approximately £1,500 annually. The situation has become so unbearable that he decided to sell his two-bed flat, citing unaffordable charges and inadequate service.
Mckinnon described feeling helpless, noting that despite paying increasing fees, he receives minimal maintenance. He highlighted issues such as uncut grass and persistent weeds, and experienced significant personal stress. His property sale was even complicated when FirstPort failed to provide a valid fire risk assessment, causing a potential buyer to withdraw.
Similar experiences were shared by other homeowners. Richard and Katherine Phillips, a retired couple in Wells, Somerset, pay over £450 annually in service charges for their freehold house. They complained about receiving “next to no service” and feeling trapped by unexplained charges like “terrorism insurance” and “grounds maintenance.”
Julie Campbell from Dursley, Gloucestershire, pays more than £500 yearly in service charges. She criticized FirstPort for promising work but delivering nothing, describing the charges as “exorbitant” and feeling like she’s being “robbed on an annual basis.”
The widespread dissatisfaction has prompted political action. More than 30 MPs have signed a letter to FirstPort’s managing director, expressing deep concern about the company’s conduct and requesting a parliamentary meeting to explain their practices.
FirstPort has responded by stating they have conducted a thorough review to improve customer communication, transparency, and value for money. The company claims to take their responsibilities seriously and will address concerns and rectify mistakes.
The situation occurs frequently when local councils decide not to adopt new residential areas, leaving builders or management companies like FirstPort responsible for maintenance. This often results in residents being contractually obligated to pay service charges with limited recourse.
The government has acknowledged these issues, recently announcing plans to overhaul the leasehold system in England and Wales by the end of the current Parliament.
Homeowners like Mckinnon, the Phillips, and Campbell share similar sentiments of frustration, feeling powerless against rising charges and poor service. They describe the experience as financially and emotionally draining, with charges increasing while maintenance quality deteriorates.
FirstPort has introduced a new online customer portal to enhance transparency, allowing customers to view bills, submit repair requests, and receive updates. However, for many residents, this appears to be insufficient to address their fundamental concerns about service quality and cost.
