Dear neighbours,

It was lovely to see so many of you yesterday in the Residents Association meeting.

I’m Vicky, RA Panel Representative for Kambala Estate Residents Association (KERA) and resident of McDermott Close. I moved to the area in 2020 and since then I’ve been dealing with the council to ensure Kambala is taken care of. 

Like you, I’ve experienced confusion and frustration dealing with the council. But, in the 6 years I’ve been doing so, I’ve noticed that for my voice to be heard, and for changes to happen, I needed to understand what my rights and responsibilities were, the structure of the council and the processes to escalate concerns within each council team.

McDermott Redecoration Breakdown Spreadsheet

Kambala Estate Phase 3 Programme PDF

On the back of the information I brought to you regarding the decoration works yesterday (check the linked files above for the detailed information) and, on the back of some of the comments you’ve made during the meeting, I thought I’d share some extra information about your rights as tenants and leaseholders regarding the decoration works, and how to approach the council regarding that, and some other issues you’re concerned about. 

Regarding Escalation of Issues:

Please familiarise yourself with the Councils Corporate Complaints procedure. If you raise an issue ONCE with the Easter Area Team (Patrick, Laura, Vanessa), and your concern is not addressed or you’re not satisfied, you have the right to submit a first and second stage complaints. To know what those are, the timelines and what to expect for each part of the process, you need to know the procedure: 

Wandsworth Complaints Policy PDF

What sort of issues are not covered in the Corporate complaints procedure:

Wandsworth Council excludes matters covered by separate legal, statutory, or specialist appeals tribunals from its Corporate Complaints Policy. Specific matters that bypass the corporate complaints procedure include: [1, 2, 3]

• Housing & Planning: Homelessness decisions, housing application/allocation reviews, and planning application appeals.
• Benefits & Council Tax: Housing benefit appeals and council tax dispute/reduction appeals.
• Parking & Fines: Penalty Charge Notice (PCN) challenges.
• Education: School admission appeals, school exclusions, and Special Educational Needs and Disability (SEND) decisions.
• Social Care: Adult social care appeals made under the Care Act 2014.
• Other Legal Matters: Issues already settled by a court/tribunal, matters where legal proceedings have started, or employment procedure grievances. [1, 2, 3, 4]

If a matter falls under one of these alternative avenues, you must use the specific appeal or challenge process rather than the standard complaints procedure

Regarding the Kambala Redecoration works:All neighbours should have received a section 20 letter by post. A section 20 letter (A Section 20 letter (or notice) is a formal document used in UK property Law. Landlords or managing agents must send it to leaseholders when they plan to carry out major building repairs or set up long-term service contracts that the leaseholders will have to pay for through their service charges).I got mine in October 2025. In the letter, some of the works to be carried out are mentioned. So far, I’ve already noticed that some of the work described has not been carried out in areas where the work has been deemed finished (i.e. Jet washing brickwork) and a lot of the painting work not being carried up to standard (painting without sanding).
What you need to know:

1. All residents (tenants and leaseholders) have the right to request an itemised list of works, with their allocated prices and materials.This allows you to see how much will be paid in total and the portion you need to pay for (in the case of leaseholders) for each piece of work carried out.  You can request this to the council’s Project Controller: Stephanie Pascal <[email protected]> phone: 02088716821 — (I’m attaching a list of the Itemised works I received from Mrs Pascal for my building as example so you know what you can recieve)
2. All residents have the right to be kept informed, in fact, the section 20 letter 
3. If you have any questions or complaints regarding the works, timelines, and progress of the works, you can contact Mrs. Pascal or Standage & Co. the appointed contractors:
   • Standage and Co. contacts:
     • Resident Liaison Officer: Phyllis Welford – 07950 619687 ([email protected])
     • Site Manager: Tony Keane – 07398 619303
     • Site Manager: Jeferson andrade – 07956 917856 ([email protected])
4. Regarding bill payments: please do not make any bill payments for redecoration works until all work is carried out satisfactorily. This prevents you having to submit refund requests for any work not carried out or not carried out up to standard and having to wait potentially up to 2 years, which is the time the contractors have to carry out any fixes.
5. If the works have been deemed “finished” in your house or block, please request an itemised breakdown of the works (like the one I attached) for your property and highlight any works not carried out, or not carried out to standard and submit a complaint to Stephanie Pascal and Standage and Co. This is the only way for you to get your bill reduced or get refunded for any payments already made. 
6. Part of the work to be carried out requires neighbours to give access to the contractors to their property. Here are your rights and responsibilities:
   • You should get a letter asking for access at least 2 weeks in advance. If that doesn’t happen, you have the right to decline access. 
   • You should request for people entering your property to show you their ID badge and you should write down their full names, date and time of access to your property.
   • Before any work commences you should take pictures of the property, so that, if any damage is done, you have proof of BEFORE/AFTER.
   • If any damage happens, you’re entitled to get the damage rectified or, be indemnified by Standage and Co. To do this, you need to submit a complaint to Standage and Co (Resident Liaison Officer Phyllis Welford – 07950 619687 ([email protected])) and Stephanie Pascal with: BEFORE AND AFTER PICTURES, NAME OF THE PEOPLE WHO DID THE DAMAGE, DATE AND APROX. TIME WHEN DAMAGE WAS MADE.
   • Standage and Co. are responsible for the rectification and indemnisation of any damage done to properties and/or communal areas. So please make sure that you submit your complaint both to Standage & Co and Mrs Pascal.
7. Regarding Project Timelines: I’m attaching the phase 2 and phase 3 Project timelines. So far, I’ve been advised that the project is currently delayed by 9 weeks and that this is within the provision of the contract. 

Some things pending on my agenda:

I was told by Mr. Ugesh Naindoo (Mrs. Pascal’s boss) today, that the council hired the works to be carried under “minimal standards” – I am emailing Mrs Pascal to understand what this means exactly as this was not highlighted during consultation and is detrimental. For example, I’ve noticed that the painting has been done on top of flaking paint. I’m a decorator, and one of the basic standards in decorating is preparing all surfaces (what requires sanding needs to be sanded, and all surfaces are properly clean to ensure paint adherence). This has not been done and it was part of the section 20 letter under description of works. As soon as I get a reply, I’ll forward an update. 

I was also told, we can request the minutes of the meetings between the contractors and council, so I’ll ask for those as well, so we can share them with the residents. 

I hope this helps. If you have any questions, please do not hesitate in contacting me on 07472859080 or via the Residents whatsapp group. 

Warm Regards

Vicky