20 Charlton Road mismanaged by Hexagon
Contact 20 Charlton Road

Service charge - service = (unfair) charge

20 Charlton Road is a collective of owners / residents of a block of flats in London. We are the owners of 7 flats out of 10.  We are unhappy with poor service and failures to address issues as well as health, safety and fire risks over the years.
We pay a monthly service charge, but have not received adequate services for over 5 years! Our service charge has increased and our services have consistently been poor for over 5 years! A service charge without a service is just a charge, isn't it?
Hexagon Housing Association has been overcharging us for years and we have had enough! This is affordable housing gone wrong. No one is listening at Hexagon.
We have notified the Housing Ombudsman, but they have told us that they can't help groups of people, just individuals with individual cases (per 1 property).
We have contacted Matthew Pennycook, our local MP and Housing & Planning Minister.  We are impressed with his supportive and constructive approach to date in helping us achieve what we want.
So, what do we want?
1. A refund for continued poor services over 5 years and more - we have calculated this as £4,800 per flat (denied)
2. A reduction of our monthly service charge in line with inflation - we have calculated this as a reduction down to £180 per flat (denied)
3. Services to be restored to an acceptable standard (in progress since we complained with a signed letter)
4. All health, safety and fire risks to be addressed (in progress since we complained with a signed letter)
We sent a letter signed by all of us to Sheron Carter, Hexagon's CEO, in April 2025.  This 7 page letter outlines exactly what we want, the rationale behind what we want, and a comprehensive statement of service failures, unaddressed risks and issues over the last 5-7 years at 20 Charlton Road.  We have decided to escalate the matter as Hexagon Housing Association have refused to settle in a fair and private manner.

Last updated in August 2025
Some photographic evidence of a poor or non-existent service and management for more than 5 years

Service? What service?

Would you accept a service charge if there is no service? No service for over 5 years? Would you accept a service charge increase at least over 40% inflation?

Our bin store

This is in constant disrepair and has very rarely been cleaned properly for more than 5 years.  Do we pay for a poor cleaning service? Yes, we do.

Refuse collection

Every day we see overfilled bins and trash.  Do we pay for a poor refuse collection service? Yes, we do.

Our communal garden

We have been paying £400 per month for a patch of green grass that is rarely trimmed or looked after.  This is the best picture we could find. Do we pay for a poor service? Yes, we do.

Health & safety risks

Our entry door system doesn't work.  Hasn't for years.  There is a metal railing that a neighbour had to hammer off because no one did anything about it at Hexagon and this was an accident risk.  At times, families and residents were locked in.  At times, families and residents were locked out.  Do we pay for service and repairs? Yes, we do.  Do we pay for a poor door entry system? Yes, we do.

Our backdoor entrance

This access to our bin store also gives access to the building.  It is constantly broken and has been for more than 5 years. Do we pay for a poor maintenance and service? Yes, we do. 

Fire alarms & fire risks

Doors not working properly, vents left open, fire alarms out of date...  Do we pay for poor management and maintenance? Yes, we do.

Phone service

We don't call anymore.  We realised after many years that Hexagon's response was standard:  "Really? You are the only ones (who have complained about this issue)".  Do we pay for a poor service? Yes, we do.

Email service

We don't email anymore.  We've had enough.  We have all requested improvements over the years. Do we pay for poor service and management? Yes, we do.

No help. No service.

For more than 5 years.

Not acceptable.
We know that there are at least 5 other blocks of flats that have received poor or non-existent service over the last 5 years, and have been neglected by Hexagon Housing Association.
Contact us and let's get a refund and a service charge reduction together.
Your name Your email address (remains confidential) Your message and which Hexagon block you are from
What is your risk or issue? Tick all that apply.
Hexagon is charging us for a poor service
Hexagon is charging us for something we don't have
Hexagon has increased our service charge
Hexagon doesn't respond adequately to our calls or emails
Hexagon doesn't address serious risks fast enough
Other - I have explained everything in the message
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