Thousands of residents in a London borough have seen cleaning costs for their estates increase up to fivefold in the space of three years.
After lobbying by homeowners and tenants, Brent council has been forced into a U-turn following a “clerical error” which saw almost 130 estates run by the local authority being charged too much for cleaning.
But even after the error was corrected, bills for many still increased by many multiples after the council brought cleaning services in-house.
This surge in charges during the cost of living crisis has resulted in complaints that the new fees are unaffordable, unfair and unnecessary.
Brent, in north-west London, manages more than 200 estates in the borough, which stretches from Kilburn to the edge of Harrow, with almost 15,000 flats and other homes.
A group of residents from Cavendish Close in Kilburn complained after they faced an increase in a bill for their estate going up from £3,191 in 2020 to £21,061 last year.
The charges are spread across the 33 properties, raising the annual charge for each household from about £100 a year to £638.
A freedom of information request by the group showed there were similar huge increases in other housing estates.
Rosedene, in Brondesbury Park, saw its cleaning bill go from just over £3,000 to £19,150, an increase of almost 530%. Another estate, on the North Circular Road, went from just over £1,000 to more than £6,000.
Overall, 58 of the estates which Brent manages saw the cleaning fees double. And 183 faced an increase.
The indoor and outdoor fees are for the cleaning of communal areas, windows, litter, sweeping, washing floors and lifts and the removal of graffiti, among other tasks.
Incensed Cavendish Close residents challenged Brent council and, earlier this year, were told they were being overcharged for the internal cleaning, but undercharged for their external cleaning.
It is vital that all landlords properly engage with residents about the level of any service charges, to make sure they reflect both the quality of service and needs of the communityTulip Siddiq MP
After the council corrected the figures, the residents were left with a total annual bill of £14,985, or £454 for each household, which is still a 350% increase on what they had been paying three years ago.
The review of the Cavendish Close figures resulted in the council reducing charges on 128 other sites. It says the problem had been caused by using inaccurate hours to calculate costs from 2020 to last year.
The council said: “The overcharge was caused by a clerical error, which has since been addressed and the appropriate credit applied.
“Following the review, costs at 128 other sites were also reduced. This review also resulted in a backdated increase on some estates. However, the council decided not to request the backdated increase and, instead, covered the costs itself.”
While the reductions have brought down the amounts, many residents still face bills that are much higher than they were two or three years ago. On Rosedene, residents have been left to share a £15,355 charge – five times what it had been.
Tulip Siddiq, Labour MP for Hampstead and Kilburn, says she is worried about the effect of the rising cost. “Dramatic increases, such as charges for cleaning, are concerning, particularly in those cases where they have more than doubled. I have been pushing for fairness and accountability on behalf of local residents who are affected,” she says.
The council claims that Cavendish Close residents were previously being “grossly undercharged” for work that equated to two hours a week. They were then initially charged for 21 hours a week, which was later reduced to just under 10 hours.
The increases have sparked significant anger as residents, especially those on low incomes, are also trying to cope with the cost of living crisis.
Khalida and Salim Mughal, who are both retired and in their 70s, have been living on the estate for the last 40 years and both receive the state pension.
“It was easier when we were working – we could do overtime and get some more money. Now, with pensions, we are really struggling for the last four to five years,” says Khalida. “These prices are ridiculous.”
Siddiq says it “is vital that all landlords properly engage with residents about the levels of any service charges, to make sure they reflect both the quality of the service provided and the needs of the community”.
She will, she says, continue to push councils, and other freeholders, to ensure this is the case.
The council says the charges were the result of bringing the cleaning services in-house after it carried out a survey in 2018 of residents receiving cleaning services.
“It became clear that the service being delivered was poor, caretakers were not being paid the London living wage, and the conditions staff were working in were unacceptable and below industry standards,” it says. “Hence the council decided to bring the service in-house to protect the welfare of staff, and costs increased as a result.
“We carried out an extensive review to ensure the service meets residents’ needs, and the charges reflect the service provided by our caretakers. We have not increased the number of caretakers, their hours or their responsibilities. We have, however, made changes to equipment and materials, to ensure they meet modern and environmental standards.
“As a council, it is our duty to ensure that estates are cleaned thoroughly. The charge is approximately £33 per month per property, which we believe is a fair charge for the level of service the council provides.
“However, we appreciate that times are challenging for many people, and that this charge is more difficult for some residents.
“Residents struggling with the cost of living are encouraged to seek financial assistance by applying to the resident support fund.”
