Excessive bills and shoddy work are among the charges levelled at a Westminster housing organisation in a report.
The Review of Housing Services made a series of observations about the Major Works programme being carried out by Westminster Council's housing arm CityWest Homes (CWH).
According to the report, leaseholders said that they were hit with exceptionally large bills for small jobs. A common complaint was scaffolding being kept up longer than needed, which incurred extra costs.
The report is set to be discussed with CWH chief executive Mark Hoyland (pictured) at Westminster Council's health and community services policy and scrutiny committee on Monday.
It stated: "A greater professionalism during contract monitoring throughout works should be applied. The landlord should challenge poor standards of work and possible overcharging."
Another observation revealed in the document is that residents often felt poor workmanship was simply signed off, or only came to light when it was too late.
The report recommended: "Residents should contribute to evaluation at fixed points throughout the works. A resident or surveyor signing-off panel should be part of the process."
A lack of information about how costs for major works were calculated was a further criticism.
"Costs should be clear, identified and transparent," the report stated. "During the major works consultation process, tenants should be encouraged to critique estimate bills and seek alternative quotations. CityWest Homes should be prepared to examine any suggestions and use such services if proven to be greater value for money."
Part of tenants' rent is used to improve their homes, which is why Housing Services is encouraging their input.
CityWest Homes hit back at the report's claims, detailing a series of changes being made to the Major Works programme.
A spokesperson said: "Project managers and clerk of works are assigned to all schemes. Part of their role is to challenge standards and costs. In the last three years a programme monitoring governance was introduced. Residents are involved at the beginning and during the work.
"Defects and snagging are now incorporated as part of the role of steering groups. Sign-offs and customer satisfaction surveys continue as well as meeting with residents at key stages of the programme.
"Customer satisfaction is measured for all schemes and over the last year, we met our target for the year of 85 per cent."
Four area teams had been set up to develop schemes earlier, which will also involved residents, according to the CWH spokesperson.
The spokesperson added: "As each future scheme is developed the area teams will work closely with a steering group of interested residents to identify the project brief, the blocks and scope of work, budgets and timetables."
