Furious residents of Moat Lane in Rochester, Kent, are expressing their outrage towards the maintenance firm, FirstPort, for demanding a hefty annual fee of over £21,000 from each of the 35 households on the street. The homeowners argue that they are being billed excessive amounts for services they deem unnecessary and incomplete, suggesting that the charges are primarily aimed at covering the firm’s salaries.

According to Sharon Massey, a resident who has lived in her four-bedroom home on the estate for more than ten years, the services provided by FirstPort do not align with the substantial fees they are collecting. She cited an incident in 2022 where a landslide caused damage to a fence and wall near her property, which remains unrepaired four years later, leaving her with unsightly metal railings as a temporary fix.

Complaints from locals include dissatisfaction with the quality of services, particularly in areas like lawn mowing, insurance charges, and management fees, which total up to £21,000 annually. Sharon Massey expressed frustration over the lack of visible improvements despite the significant amount being spent, highlighting discrepancies in the allocation of funds and the actual work being done.

In response to the residents’ concerns, FirstPort defended their service charge structure, emphasizing that the fees are calculated to cover necessary maintenance and compliance requirements for the development. The company assured that staff salaries are funded through the management fee, which represents a small portion of the overall service charge, and denied any involvement in commission or referral fees from service contractors.

FirstPort acknowledged the residents’ grievances and committed to addressing them directly by providing transparent breakdowns of the service charge costs and engaging with customers to resolve issues promptly. The inclusion of terrorism insurance in the charges was explained as a standard practice for managed developments, often mandated by lease agreements or mortgage providers.

Despite the company’s explanations, residents like Claire Yorke, who moved into the neighborhood in 2018, remain dissatisfied with the escalating costs and perceived lack of value in the services provided by FirstPort. Claire recounted delays in property transactions due to outstanding payments related to the maintenance firm, further fueling frustration among homeowners who feel unfairly burdened by the mounting expenses.