Residents across the estate have been charged for a concierge service that has not been delivered. Over many months, staffing has fallen from around fifteen to roughly five, yet service charges have remained almost unchanged. This is not a matter for debate or “consultation” -it is a case of residents being billed for a service that has not been provided.
Lambeth has stated that concierge costs decreased from £262,200 in 2023/24 to £197,853.72 in 2024/25, citing fluctuations due to “wage adjustments” and “hours worked”. However, residents have supplied extensive photographic evidence and direct accounts showing minimal — and at times no – concierge presence. If hours are not being worked, wages should not be paid. A reduced total cost does not justify charging residents almost £198,000 for a service that has not been visibly delivered.
Directing residents back to the TMO is not an acceptable response. Lambeth Council is the landlord. The TMO operates on its behalf. Responsibility for ensuring that charges are lawful and services are delivered rests with Lambeth.
Loughborough Voices is therefore taking the following actions with the Council:
1. Reimbursement and Credits
We are asking Lambeth to confirm when residents will receive reimbursement or service-charge credits for the period during which concierge services were not delivered.
2. Adjusted Charges Going Forward
We are pressing for an immediate recalculation of concierge charges to reflect the reduced provision — until full staffing and a reliable service are restored.
3. Oversight and Accountability
The Council’s response suggests heavy reliance on figures supplied by the TMO with limited independent scrutiny. We are requesting:
- clear evidence of Lambeth’s checks on the legitimacy of these concierge charges;
- an explanation of why such a significant drop in service was not identified and acted upon sooner;
- proof of active monitoring of LEMB’s performance by Lambeth’s TMO office.
4. A Clear Timeline for Action
We are asking Lambeth to provide a timeline for:
a) issuing resident credits; and
b) reviewing both the charging basis and the monitoring arrangements for the concierge service.
Given the long-standing concerns about governance at LEMB — including active HMRC proceedings — Lambeth’s duty to scrutinise, intervene, and protect residents is greater than ever.
Loughborough Voices will continue to pursue these points directly with the Council and will update residents as soon as responses are received. Our expectation is simple: residents must only pay for services that are delivered, transparent, and properly managed.