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trapped by rising fees</h1></div><div data-component="byline-block" class="sc-18fde0d6-0 dlWCEZ"></div><figure><div data-component="image-block" class="sc-18fde0d6-0 ejjhCR"><div data-testid="hero-image" class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1280px) 50vw, (min-width: 1008px) 66vw, 96vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg.webp" alt="BBC Liam Mckinnon looking into the camera" class="sc-a34861b-0 efFcac"/><span class="sc-a34861b-2 fxQYxK">BBC</span></div></div><div data-component="caption-block" class="sc-18fde0d6-0 bdPeAJ"><figcaption class="sc-8353772e-0 cvNhQw">Liam Mckinnon tried to sell his property to escape rising service charges</figcaption></div></figure><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe"><b id="homeowners-locked-in-to-maintenance-contracts-have-said-they-feel-"trapped"-by-rising-fees-and-poor-service." class="sc-7dcfb11b-0 kVRnKf">Homeowners locked in to maintenance contracts have said they feel "trapped" by rising fees and poor service.</b></p><p class="sc-eb7bd5f6-0 fYAfXe">Residents of some new-build estates across the West said service charges - the bill for the upkeep of communal areas - set by property management company FirstPort have surged.</p><p class="sc-eb7bd5f6-0 fYAfXe">They told the BBC they are receiving a poor service as the company fails to perform basic maintenance and administrative duties like weeding and grass cutting and have questioned charges such as "terrorism insurance." More than 30 MPs have signed a letter to FirstPort calling for answers.</p><p class="sc-eb7bd5f6-0 fYAfXe">FirstPort said they have conducted "a thorough review" over the past year to improve customer communication, transparency and value for money.</p></div><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_1" id="dotcom-mid_1" class="dotcom-ad"></div></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe">On Thursday,<a target="_self" href="https://www.bbc.co.uk/news/articles/c0k8y5k77gdo" class="sc-c9299ecf-0 bZUiKB"> the government announced the leasehold system</a> in England and Wales will be overhauled by the end of the current Parliament.</p><p class="sc-eb7bd5f6-0 fYAfXe">The service charges for Liam Mckinnon's leasehold flat in Bristol, managed by FirstPort, have tripled over five years to about £1,500 annually.</p><p class="sc-eb7bd5f6-0 fYAfXe">A leasehold is where homeowners do not own the land their property is built on but instead lease it from a landlord for as many as 999 years. </p><p class="sc-eb7bd5f6-0 fYAfXe">They are sometimes subject to service charges for the upkeep of the building.</p><p class="sc-eb7bd5f6-0 fYAfXe">The 35-year-old said he had "no other option" but to sell his two-bed flat because the charges were becoming unaffordable and he wanted to end dealings with the management company due to poor service.</p></div><figure><div data-component="image-block" class="sc-18fde0d6-0 jFCfG"><div data-testid="image" class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1280px) 50vw, (min-width: 1008px) 66vw, 96vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/c6a9/live/f6e45340-a59a-11ef-b01a-7f094b2599de.png.webp" alt="A gate with overgrown bushes leading to a block of flats - where Liam owns a two-bed flat" class="sc-a34861b-0 efFcac"/></div></div><div data-component="caption-block" class="sc-18fde0d6-0 bdPeAJ"><figcaption class="sc-8353772e-0 cvNhQw">Mr Mckinnon pays almost £1,500 in service charges for his two-bed flat</figcaption></div></figure><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_2" id="dotcom-mid_2" class="dotcom-ad"></div></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe">"It makes me feel helpless, no matter how much I challenge the costs, it's not going to change, there’s no accountability for them because they can just keep putting up the charges," said Mr Mckinnon.</p><p class="sc-eb7bd5f6-0 fYAfXe">"And despite the fees going up, you receive next to no service.</p><p class="sc-eb7bd5f6-0 fYAfXe">"You're being charged for the grass being cut and then you step outside and there are weeds all over the place."</p><p class="sc-eb7bd5f6-0 fYAfXe">FirstPort said they only apply service charge increases where necessary and ensuring areas are safe and well-maintained is a priority.</p><p class="sc-eb7bd5f6-0 fYAfXe">They said the day-to-day running costs of a development are subject to inflation.</p><p class="sc-eb7bd5f6-0 fYAfXe">Mr Mckinnon said: "There is an acceptance among all residents, that if you need something from FirstPort, you're either not going to get it, or have a massive battle on your hands."</p><p class="sc-eb7bd5f6-0 fYAfXe">After putting his flat up for sale, he said he received and accepted an offer, but months into the process, the buyer pulled out because FirstPort had not provided a valid fire risk assessment on the property.</p></div><figure><div data-component="image-block" class="sc-18fde0d6-0 jFCfG"><div data-testid="image" class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1280px) 50vw, (min-width: 1008px) 66vw, 96vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/80d6/live/e8280210-9d08-11ef-b793-9902417908f6.png.webp" alt="Mr Mckinnon looking at his property listing on Rightmove on his computer" class="sc-a34861b-0 efFcac"/></div></div><div data-component="caption-block" class="sc-18fde0d6-0 bdPeAJ"><figcaption class="sc-8353772e-0 cvNhQw">Mr Mckinnon was prevented from selling his property</figcaption></div></figure><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_3" id="dotcom-mid_3" class="dotcom-ad"></div></div><div data-component="subheadline-block" class="sc-18fde0d6-0 eeiVGB"><h2 class="sc-518485e5-0 kRvAla">'My relationship suffered'</h2></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe">"You have this long line of people in the chain - solicitors, buyers and onward purchase that are all waiting for this one company to provide - what you are paying them to provide - and they just wouldn't do it," Mr Mckinnon said.</p><p class="sc-eb7bd5f6-0 fYAfXe">"I became an irritable and angry person because it was all-consuming.</p><p class="sc-eb7bd5f6-0 fYAfXe">"It affected my life in so many ways, my relationship suffered and I wasn’t present at work because I was trying to field all of these problems.</p><p class="sc-eb7bd5f6-0 fYAfXe">"All the while, you are paying out lots of money for the privilege."</p><p class="sc-eb7bd5f6-0 fYAfXe">FirstPort said they have now re-issued a valid fire risk assessment.</p><p class="sc-eb7bd5f6-0 fYAfXe">The BBC also spoke to freeholders on new-build estates - who own the house and the land it sits on - but are tied into private maintenance contracts for the upkeep of communal areas.</p><p class="sc-eb7bd5f6-0 fYAfXe">It often happens when a local council decides not to adopt the new area, leaving the builder - or more likely a third party management company such as FirstPort - with responsibility.</p></div><figure><div data-component="image-block" class="sc-18fde0d6-0 jFCfG"><div data-testid="image" class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1280px) 50vw, (min-width: 1008px) 66vw, 96vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg.webp" alt="Richard and Katherine Phillips looking into the camera" class="sc-a34861b-0 efFcac"/></div></div><div data-component="caption-block" class="sc-18fde0d6-0 bdPeAJ"><figcaption class="sc-8353772e-0 cvNhQw">Richard and Katherine Phillips pay out more than £450 per year in service charges </figcaption></div></figure><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_4" id="dotcom-mid_4" class="dotcom-ad"></div></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe">Retired couple Richard and Katherine Phillips live in a freehold house in Wells, Somerset, and pay more than £450 annually in service charges for the upkeep of the estate managed by FirstPort.</p><p class="sc-eb7bd5f6-0 fYAfXe">They said they receive "next to no service" despite rising charges.</p><p class="sc-eb7bd5f6-0 fYAfXe">"It feels like you are trapped, you own the land, you own the house, but you are locked in to paying out hundreds a year to a company which won't tell you what they actually do," Mrs Phillips said.</p><p class="sc-eb7bd5f6-0 fYAfXe">One of the service charges is "grounds maintenance" which the estate pays thousands of pounds for every year.</p><p class="sc-eb7bd5f6-0 fYAfXe">"Yet the place looks scruffy and untidy and gets worse year after year, all while FirstPort keep putting their charges up," she added.</p></div><figure><div data-component="image-block" class="sc-18fde0d6-0 jFCfG"><div data-testid="image" class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1280px) 50vw, (min-width: 1008px) 66vw, 96vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/2ed3/live/7bbbbb00-9d06-11ef-b73e-5b38a3516be8.png.webp" alt="The estate with grass coming out the side of the pavements" class="sc-a34861b-0 efFcac"/></div></div><div data-component="caption-block" class="sc-18fde0d6-0 bdPeAJ"><figcaption class="sc-8353772e-0 cvNhQw">Mr and Mrs Phillips said the estate looks untidy despite paying maintenance fees</figcaption></div></figure><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_5" id="dotcom-mid_5" class="dotcom-ad"></div></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe">On itemised bills, there are other charges the couple said they struggle to understand such as "terrorism insurance" and "contribution to reserves".</p><p class="sc-eb7bd5f6-0 fYAfXe">"You try and phone them up to find out what they do… but you can’t ever get an answer," said Mrs Phillips.</p><p class="sc-eb7bd5f6-0 fYAfXe">"We feel as though we are being robbed."</p><p class="sc-eb7bd5f6-0 fYAfXe">A spokesperson for The FirstPort Group said: "To enhance cost transparency, we have launched a new online customer portal where customers can view bills, submit repair requests and receive essential updates."</p><p class="sc-eb7bd5f6-0 fYAfXe">The couple said they recently learned from the Land Registry that their name is not on the title deeds for the property because FirstPort has not provided the correct information.</p><p class="sc-eb7bd5f6-0 fYAfXe">"You just don't know how much the charges will go up next year," said Mr Phillips.</p><p class="sc-eb7bd5f6-0 fYAfXe">"It’s a feeling of uncertainty, you should know what your expenditure is, so you can control it, but you can’t control them."</p></div><figure><div data-component="image-block" class="sc-18fde0d6-0 jFCfG"><div data-testid="image" class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1280px) 50vw, (min-width: 1008px) 66vw, 96vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/820b/live/517b9440-9d07-11ef-b73e-5b38a3516be8.jpg.webp" alt="Julie Campbell looking into the camera" class="sc-a34861b-0 efFcac"/></div></div><div data-component="caption-block" class="sc-18fde0d6-0 bdPeAJ"><figcaption class="sc-8353772e-0 cvNhQw">Julie Campbell said the service charges for her freehold house are "frightening"</figcaption></div></figure><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_6" id="dotcom-mid_6" class="dotcom-ad"></div></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe">Julie Campbell lives in a freehold house in Dursley, Gloucestershire, and pays more than £500 a year in service charges.</p><p class="sc-eb7bd5f6-0 fYAfXe">There are a mixture of leasehold flats and freehold houses on the estate.</p><p class="sc-eb7bd5f6-0 fYAfXe">She said the roads and pavements are the responsibility of the council and there is some green space - beds of grass, trees and small parks – which should be maintained by FirstPort - but often look neglected.</p><p class="sc-eb7bd5f6-0 fYAfXe">"All the work is promised but nothing happens," she said.</p><p class="sc-eb7bd5f6-0 fYAfXe">"Here I am paying an exorbitant sum of money for nothing really, we are just being robbed on annual basis."</p></div><figure><div data-component="image-block" class="sc-18fde0d6-0 jFCfG"><div data-testid="image" class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1280px) 50vw, (min-width: 1008px) 66vw, 96vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/3ae1/live/196d8820-a747-11ef-a689-d19e56b823a3.png.webp" alt="A bed of grass on the estate which is overgrown and has weeds growing out of it" class="sc-a34861b-0 efFcac"/></div></div><div data-component="caption-block" class="sc-18fde0d6-0 bdPeAJ"><figcaption class="sc-8353772e-0 cvNhQw">Mrs Campbell said some parts of the estate are not maintained</figcaption></div></figure><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_7" id="dotcom-mid_7" class="dotcom-ad"></div></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe">Mrs Campbell said in addition to paying council tax, the rising service charges are "frightening" as she is retired with a small pension.</p><p class="sc-eb7bd5f6-0 fYAfXe">"It's intimidating, it’s a threat to your basic security, your financial security and your sense of wellbeing."</p><p class="sc-eb7bd5f6-0 fYAfXe">More than 30 MPs wrote to the managing director of FirstPort.</p><p class="sc-eb7bd5f6-0 fYAfXe">In the letter it said: "We are deeply concerned by what we have heard.</p><p class="sc-eb7bd5f6-0 fYAfXe">"We would like you come to parliament and meet with us to explain your company's conduct and what you intend to do to address the consistent complaints we receive about you from our constituents."</p><p class="sc-eb7bd5f6-0 fYAfXe">In a statement, a spokesperson for The FirstPort Group said: "As the largest property management company in the UK, we take our responsibilities very seriously, and we work hard to meet the needs and expectations of residents.</p><p class="sc-eb7bd5f6-0 fYAfXe">"If we do fall short of these expectations, we will address concerns and rectify any mistakes as soon as possible."</p></div><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_8" id="dotcom-mid_8" class="dotcom-ad"></div></div><div data-component="text-block" class="sc-18fde0d6-0 dlWCEZ"><p class="sc-eb7bd5f6-0 fYAfXe"><i id="follow-bbc-bristol-on" class="sc-7dcfb11b-0 kKcaog">Follow BBC Bristol on </i><a target="_blank" href="https://www.facebook.com/BristolBBC/" class="sc-c9299ecf-0 bZUiKB"><i id="facebook" class="sc-7dcfb11b-0 kKcaog">Facebook</i></a><i id="," class="sc-7dcfb11b-0 kKcaog">, </i><a target="_blank" href="https://twitter.com/BBCBristol" class="sc-c9299ecf-0 bZUiKB"><i 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data-testid="alaska-section-outer" data-analytics-group="true" data-analytics_group_name="More" data-analytics_group_type="alaska-5" data-analytics_group_position="2" data-analytics_group_item_count="5" data-analytics_group_link="" class="sc-ba42a659-1 GdVOW"><div data-testid="alaska-section" class="sc-ba42a659-2 jqWjKw"><div class="sc-7a382a26-2 lhbHDZ"><div class="sc-7a382a26-1 vyVNI"><hr data-testid="alaska-line" class="sc-7a382a26-0 iphYZF"/></div><div data-testid="section-title-wrapper" class="sc-7a382a26-3 gOPBZn"><div><div class="sc-7a382a26-7 jlJwDB"><span data-testid="alaska-title" class="sc-7a382a26-4 gQxUVz">More</span></div></div></div></div><div class="sc-da05643e-0 kbaPPZ"><div data-testid="alaska-grid" class="sc-93223220-0 sc-da05643e-1 fiJvSm djXsFQ"><div data-testid="liverpool-card"><div data-testid="anchor-inner-wrapper"><a href="/news/articles/c62j1mn3mzqo" data-testid="internal-link" class="sc-2e6baa30-0 gILusN"><div class="sc-ae29827d-4 ypQFr"><div class="sc-ae29827d-1 hAmwyA"><div class="sc-6fba5bd4-0 bFzmvn"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bCFJJn">19 mins ago</span></div></div><div data-testid="liverpool-article" class="sc-ae29827d-3 khCtOO"><div data-testid="card-media-wrapper" class="sc-ae29827d-5 jVhDCQ"><div data-testid="card-media" class="sc-ae29827d-2 bgogNC"><div class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1008px) 25vw, (min-width: 600px) 33vw, 50vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/25ff/live/64d25b90-a9bf-11ef-8d23-65c6bc113e5d.jpg.webp" alt="Politician Dan Norris sits on the BBC Politics West sofa as he is challenged by another guest, Simon Hoare. Both men are wearing suits and ties and there is a glass-topped coffee table in front of them with four mugs on it" class="sc-a34861b-0 efFcac"/></div></div></div><div data-testid="card-text-wrapper" class="sc-ae29827d-6 dzMUxv"><div class="sc-8ea7699c-1 gTeoVH"><div class="sc-8ea7699c-0 hcpAqY"><h2 data-testid="card-headline" class="sc-8ea7699c-3 gRBdkE">Mayor responds to WECA 'toxic culture' allegations</h2></div></div><p data-testid="card-description" class="sc-ae29827d-0 cNPpME">Dan Norris tells BBC Politics West rows at the authority were happening "before I arrived".</p><div class="sc-6fba5bd4-0 kZsXRf"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bffMcX">19 mins ago</span><div data-testid="card-metadata-separator" class="sc-6fba5bd4-3 eQhLId"></div><span data-testid="card-metadata-tag" class="sc-6fba5bd4-2 bHkTZK">Bristol</span></div></div></div></div></a></div></div><div data-testid="liverpool-card"><div data-testid="anchor-inner-wrapper"><a href="/news/articles/c98evy89e62o" data-testid="internal-link" class="sc-2e6baa30-0 gILusN"><div class="sc-ae29827d-4 ypQFr"><div class="sc-ae29827d-1 hAmwyA"><div class="sc-6fba5bd4-0 bFzmvn"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bCFJJn">1 hr ago</span></div></div><div data-testid="liverpool-article" class="sc-ae29827d-3 khCtOO"><div data-testid="card-media-wrapper" class="sc-ae29827d-5 jVhDCQ"><div data-testid="card-media" class="sc-ae29827d-2 bgogNC"><div class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1008px) 25vw, (min-width: 600px) 33vw, 50vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/1015/live/3f9ac2e0-a9b0-11ef-bdf5-b7cb2fa86e10.jpg.webp" alt="A traffic camera on the M48 Severn Bridge shows it closed with no traffic on it. The grey water of the River Severn can be seen below the bridge" class="sc-a34861b-0 efFcac"/></div></div></div><div data-testid="card-text-wrapper" class="sc-ae29827d-6 dzMUxv"><div class="sc-8ea7699c-1 gTeoVH"><div class="sc-8ea7699c-0 hcpAqY"><h2 data-testid="card-headline" class="sc-8ea7699c-3 gRBdkE">Festive events and travel disrupted by Storm Bert</h2></div></div><p data-testid="card-description" class="sc-ae29827d-0 cNPpME">Events are postponed due to high winds and rain and motorists are urged to be cautious. </p><div class="sc-6fba5bd4-0 kZsXRf"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bffMcX">1 hr ago</span><div data-testid="card-metadata-separator" class="sc-6fba5bd4-3 eQhLId"></div><span data-testid="card-metadata-tag" class="sc-6fba5bd4-2 bHkTZK">England</span></div></div></div></div></a></div></div><div data-testid="liverpool-card"><div data-testid="anchor-inner-wrapper"><a href="/news/articles/clygv1p3867o" data-testid="internal-link" class="sc-2e6baa30-0 gILusN"><div class="sc-ae29827d-4 ypQFr"><div class="sc-ae29827d-1 hAmwyA"><div class="sc-6fba5bd4-0 bFzmvn"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bCFJJn">5 hrs ago</span></div></div><div data-testid="liverpool-article" class="sc-ae29827d-3 khCtOO"><div data-testid="card-media-wrapper" class="sc-ae29827d-5 jVhDCQ"><div data-testid="card-media" class="sc-ae29827d-2 bgogNC"><div class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1008px) 25vw, (min-width: 600px) 33vw, 50vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/c53e/live/f50899d0-a989-11ef-8ab9-9192db313061.jpg.webp" alt="A generic shot of the top of an emergency car with blue lights flashing." class="sc-a34861b-0 efFcac"/></div></div></div><div data-testid="card-text-wrapper" class="sc-ae29827d-6 dzMUxv"><div class="sc-8ea7699c-1 gTeoVH"><div class="sc-8ea7699c-0 hcpAqY"><h2 data-testid="card-headline" class="sc-8ea7699c-3 gRBdkE">Eight more charged after defence firm break-in</h2></div></div><p data-testid="card-description" class="sc-ae29827d-0 cNPpME">The Bristol site was allegedly attacked by members of Palestine Action on 6 August.</p><div class="sc-6fba5bd4-0 kZsXRf"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bffMcX">5 hrs ago</span><div data-testid="card-metadata-separator" class="sc-6fba5bd4-3 eQhLId"></div><span data-testid="card-metadata-tag" class="sc-6fba5bd4-2 bHkTZK">Bristol</span></div></div></div></div></a></div></div><div data-testid="liverpool-card"><div data-testid="anchor-inner-wrapper"><a href="/news/articles/ceqxp9znq8go" data-testid="internal-link" class="sc-2e6baa30-0 gILusN"><div class="sc-ae29827d-4 ypQFr"><div class="sc-ae29827d-1 hAmwyA"><div class="sc-6fba5bd4-0 bFzmvn"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bCFJJn">10 hrs ago</span></div></div><div data-testid="liverpool-article" class="sc-ae29827d-3 khCtOO"><div data-testid="card-media-wrapper" class="sc-ae29827d-5 jVhDCQ"><div data-testid="card-media" class="sc-ae29827d-2 bgogNC"><div class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1008px) 25vw, (min-width: 600px) 33vw, 50vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/b6de/live/c1b6d7f0-a6bd-11ef-a95c-3b8b228be882.jpg.webp" alt="Alfie looking at the camera smiling. He is wearing a black jacket, white shirt and pink tie." class="sc-a34861b-0 efFcac"/></div></div></div><div data-testid="card-text-wrapper" class="sc-ae29827d-6 dzMUxv"><div class="sc-8ea7699c-1 gTeoVH"><div class="sc-8ea7699c-0 hcpAqY"><h2 data-testid="card-headline" class="sc-8ea7699c-3 gRBdkE">Christmas toy run in memory of 'special' teenager</h2></div></div><p data-testid="card-description" class="sc-ae29827d-0 cNPpME">The family of Alfie Gray, who was killed in a crash, say he loved helping other people.</p><div class="sc-6fba5bd4-0 kZsXRf"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bffMcX">10 hrs ago</span><div data-testid="card-metadata-separator" class="sc-6fba5bd4-3 eQhLId"></div><span data-testid="card-metadata-tag" class="sc-6fba5bd4-2 bHkTZK">England</span></div></div></div></div></a></div></div><div data-component="ad-slot" data-testid="ad-unit" class="sc-d2ebd0a7-0 iayHyW"><div data-testid="dotcom-mid_9" id="dotcom-mid_9" class="dotcom-ad"></div></div><div data-testid="liverpool-card"><div data-testid="anchor-inner-wrapper"><a href="/news/articles/c36pyly4xpdo" data-testid="internal-link" class="sc-2e6baa30-0 gILusN"><div class="sc-ae29827d-4 ypQFr"><div class="sc-ae29827d-1 hAmwyA"><div class="sc-6fba5bd4-0 bFzmvn"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bCFJJn">1 day ago</span></div></div><div data-testid="liverpool-article" class="sc-ae29827d-3 fKfpeF"><div data-testid="card-media-wrapper" class="sc-ae29827d-5 jVhDCQ"><div data-testid="card-media" class="sc-ae29827d-2 bgogNC"><div class="sc-a34861b-1 jxzoZC"><img src="/bbcx/grey-placeholder.png" class="sc-a34861b-0 cOpVbP hide-when-no-script"/><img sizes="(min-width: 1008px) 25vw, (min-width: 600px) 33vw, 50vw" srcSet="https://ichef.bbci.co.uk/news/240/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp 240w,https://ichef.bbci.co.uk/news/320/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp 320w,https://ichef.bbci.co.uk/news/480/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp 480w,https://ichef.bbci.co.uk/news/640/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp 640w,https://ichef.bbci.co.uk/news/800/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp 800w,https://ichef.bbci.co.uk/news/1024/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp 1024w,https://ichef.bbci.co.uk/news/1536/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp 1536w" src="https://ichef.bbci.co.uk/news/480/cpsprodpb/fcc3/live/0d0b36a0-a8f4-11ef-bd0f-0d1ca4dde78e.jpg.webp" alt="A man called Hubert Brown with dreadlocks wearing a hat and blue-tinted sunglasses looks at the camera." class="sc-a34861b-0 efFcac"/></div></div></div><div data-testid="card-text-wrapper" class="sc-ae29827d-6 dzMUxv"><div class="sc-8ea7699c-1 gTeoVH"><div class="sc-8ea7699c-0 hcpAqY"><h2 data-testid="card-headline" class="sc-8ea7699c-3 gRBdkE">Woman, 37, denies murdering man in Bristol</h2></div></div><p data-testid="card-description" class="sc-ae29827d-0 cNPpME">Christina Howell denies murdering Hubert "Isaac" Brown in the St Paul's area in September 2023.</p><div class="sc-6fba5bd4-0 kZsXRf"><span data-testid="card-metadata-lastupdated" class="sc-6fba5bd4-1 bffMcX">1 day ago</span><div data-testid="card-metadata-separator" class="sc-6fba5bd4-3 eQhLId"></div><span data-testid="card-metadata-tag" class="sc-6fba5bd4-2 bHkTZK">England</span></div></div></div></div></a></div></div></div></div></div></aside><div class="zephr_meter_beta"></div><div class="zephr_story_beta"></div></main><hr data-testid="main-footer-divider" class="sc-be00b565-2 cxZZfa"/><footer data-testid="main-footer" class="sc-be00b565-0 hfihLu"><div class="sc-be00b565-3 bMDFAT"><div data-testid="anchor-inner-wrapper"><a href="/" data-testid="internal-link" class="sc-2e6baa30-0 gILusN"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 112 32" category="logo" 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All rights reserved. <i id="" class="sc-7dcfb11b-0 kKcaog"> </i>The<i id="bbc" class="sc-7dcfb11b-0 kKcaog"> BBC </i>is<i id="not-responsible-for-the-content-of-external-sites." class="sc-7dcfb11b-0 kKcaog"> not responsible for the content of external sites.</i> <a target="_self" href="https://www.bbc.co.uk/editorialguidelines/guidance/feeds-and-links" class="sc-c9299ecf-0 bZUiKB"><b id="read-about-our-approach-to-external-linking." class="sc-7dcfb11b-0 kVRnKf">Read about our approach to external linking.</b></a></p><p class="sc-eb7bd5f6-0 fYAfXe"> </p></div></footer></div></div><script id="__NEXT_DATA__" type="application/json">{"props":{"pageProps":{"page":{"@\"news\",\"articles\",\"cg4lv5wpe30o\",":{"id":"urn:bbc:optimo:asset:cg4lv5wpe30o","contents":[{"type":"headline","model":{"blocks":[{"type":"text","model":{"blocks":[{"type":"paragraph","model":{"text":"'We are being robbed': Homeowners feel trapped by rising fees","blocks":[{"type":"fragment","model":{"text":"'We are being robbed': Homeowners feel trapped by rising fees","attributes":[]}}]}}]}}]}},{"type":"timestamp","model":{"timestamp":1732320437364}},{"type":"byline","model":{"blocks":[{"type":"contributor","model":{"blocks":[{"type":"name","model":{"blocks":[{"type":"text","model":{"blocks":[{"type":"paragraph","model":{"text":"Nathan Heath","blocks":[{"type":"fragment","model":{"text":"Nathan Heath","attributes":[]}}]}}]}}]}},{"type":"role","model":{"blocks":[{"type":"text","model":{"blocks":[{"type":"paragraph","model":{"text":"BBC West Investigations","blocks":[{"type":"fragment","model":{"text":"BBC West Investigations","attributes":[]}}]}}]}}]}}]}},{"type":"timestamp","model":{"timestamp":1732320437364}}]}},{"type":"image","model":{"blocks":[{"type":"caption","model":{"blocks":[{"type":"text","model":{"blocks":[{"type":"paragraph","model":{"text":"Liam Mckinnon tried to sell his property to escape rising service charges","blocks":[{"type":"fragment","model":{"text":"Liam Mckinnon tried to sell his property to escape rising service charges","attributes":[]}}]}}]}}]}},{"type":"altText","model":{"blocks":[{"type":"text","model":{"blocks":[{"type":"paragraph","model":{"text":"Liam Mckinnon looking into the camera","blocks":[{"type":"fragment","model":{"text":"Liam Mckinnon looking into the camera","attributes":[]}}]}}]}}]}},{"type":"rawImage","model":{"width":4954,"height":2787,"locator":"ebb0/live/05d66a30-9d05-11ef-b73e-5b38a3516be8.jpg","originCode":"cpsprodpb","copyrightHolder":"BBC","suitableForSyndication":true}}],"emphasiseImage":true}},{"type":"text","model":{"suitableForAbridgement":true,"blocks":[{"type":"paragraph","model":{"text":"Homeowners locked in to maintenance contracts have said they feel \"trapped\" by rising fees and poor service.","blocks":[{"type":"fragment","model":{"text":"Homeowners locked in to maintenance contracts have said they feel \"trapped\" by rising fees and poor service.","attributes":["bold"]}}]}},{"type":"paragraph","model":{"text":"Residents of some new-build estates across the West said service charges - 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","blocks":[{"type":"fragment","model":{"text":"A leasehold is where homeowners do not own the land their property is built on but instead lease it from a landlord for as many as 999 years. 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suffered'","attributes":[]}}]}}]}}],"level":2}},{"type":"text","model":{"suitableForAbridgement":false,"blocks":[{"type":"paragraph","model":{"text":"\"You have this long line of people in the chain - solicitors, buyers and onward purchase that are all waiting for this one company to provide - what you are paying them to provide - and they just wouldn't do it,\" Mr Mckinnon said.","blocks":[{"type":"fragment","model":{"text":"\"You have this long line of people in the chain - solicitors, buyers and onward purchase that are all waiting for this one company to provide - what you are paying them to provide - and they just wouldn't do it,\" Mr Mckinnon said.","attributes":[]}}]}},{"type":"paragraph","model":{"text":"\"I became an irritable and angry person because it was all-consuming.","blocks":[{"type":"fragment","model":{"text":"\"I became an irritable and angry person because it was all-consuming.","attributes":[]}}]}},{"type":"paragraph","model":{"text":"\"It affected my life in so 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","blocks":[{"type":"fragment","model":{"text":"Richard and Katherine Phillips pay out more than £450 per year in service charges ","attributes":[]}}]}}]}}]}},{"type":"altText","model":{"blocks":[{"type":"text","model":{"blocks":[{"type":"paragraph","model":{"text":"Richard and Katherine Phillips looking into the camera","blocks":[{"type":"fragment","model":{"text":"Richard and Katherine Phillips looking into the camera","attributes":[]}}]}}]}}]}},{"type":"rawImage","model":{"width":4954,"height":2786,"locator":"1850/live/3963bdd0-9d05-11ef-b73e-5b38a3516be8.jpg","originCode":"cpsprodpb","copyrightHolder":"BBC","suitableForSyndication":true}}]}},{"type":"advertisement","model":{"adType":"horizontal"},"incrementedType":"mid_4"},{"type":"text","model":{"suitableForAbridgement":false,"blocks":[{"type":"paragraph","model":{"text":"Retired couple Richard and Katherine Phillips live in a freehold house in Wells, Somerset, and pay more than £450 annually in service charges for the upkeep of the estate managed by FirstPort.","blocks":[{"type":"fragment","model":{"text":"Retired couple Richard and Katherine Phillips live in a freehold house in Wells, Somerset, and pay more than £450 annually in service charges for the upkeep of the estate managed by FirstPort.","attributes":[]}}]}},{"type":"paragraph","model":{"text":"They said they receive \"next to no service\" despite rising charges.","blocks":[{"type":"fragment","model":{"text":"They said they receive \"next to no service\" despite rising charges.","attributes":[]}}]}},{"type":"paragraph","model":{"text":"\"It feels like you are trapped, you own the land, you own the house, but you are locked in to paying out hundreds a year to a company which won't tell you what they actually do,\" Mrs Phillips said.","blocks":[{"type":"fragment","model":{"text":"\"It feels like you are trapped, you own the land, you own the house, but you are locked in to paying out hundreds a year to a company which won't tell you what they actually 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reserves\".","blocks":[{"type":"fragment","model":{"text":"On itemised bills, there are other charges the couple said they struggle to understand such as \"terrorism insurance\" and \"contribution to reserves\".","attributes":[]}}]}},{"type":"paragraph","model":{"text":"\"You try and phone them up to find out what they do… but you can’t ever get an answer,\" said Mrs Phillips.","blocks":[{"type":"fragment","model":{"text":"\"You try and phone them up to find out what they do… but you can’t ever get an answer,\" said Mrs Phillips.","attributes":[]}}]}},{"type":"paragraph","model":{"text":"\"We feel as though we are being robbed.\"","blocks":[{"type":"fragment","model":{"text":"\"We feel as though we are being robbed.\"","attributes":[]}}]}},{"type":"paragraph","model":{"text":"A spokesperson for The FirstPort Group said: \"To enhance cost transparency, we have launched a new online customer portal where customers can view bills, submit repair requests and receive essential updates.\"","blocks":[{"type":"fragment","model":{"text":"A spokesperson for The FirstPort Group said: \"To enhance cost transparency, we have launched a new online customer portal where customers can view bills, submit repair requests and receive essential updates.\"","attributes":[]}}]}},{"type":"paragraph","model":{"text":"The couple said they recently learned from the Land Registry that their name is not on the title deeds for the property because FirstPort has not provided the correct information.","blocks":[{"type":"fragment","model":{"text":"The couple said they recently learned from the Land Registry that their name is not on the title deeds for the property because FirstPort has not provided the correct information.","attributes":[]}}]}},{"type":"paragraph","model":{"text":"\"You just don't know how much the charges will go up next year,\" said Mr Phillips.","blocks":[{"type":"fragment","model":{"text":"\"You just don't know how much the charges will go up next year,\" said Mr 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