Constituents from across the UK were invited by Labour MPs to an inquiry session in Parliament this week, focusing on the inadequate performance of FirstPort.
FirstPort is the largest property management company in the UK, managing over 300,000 properties nationwide. They are contracted by freeholders to carry out building maintenance in properties occupied by leaseholders, who own their flats, and in areas with homeowners who are also leaseholders, such as parts of Glan Llyn in Newport East.
I have heard from many, many constituents from across Newport East who have written to me about the high rates and the rates being charged by FirstPort, and have shared their concerns about whether these charges represent value for money, amongst other issues.
The inquiry heard from twelve constituents from across the UK who remain dissatisfied with the quality of service provided by FirstPort, despite the company’s Managing Director, Martin King, having pledged to make substantive improvements during a previous meeting with MPs in January.
The inquiry was divided into three focused sub-sessions, addressing levels of management, communication with residents, and FirstPort’s financial transparency. Witnesses gave opening statements on each topic, outlining their personal experiences with FirstPort. MPs then questioned them on key themes including service quality, timeliness of repairs, customer communication, and the justification for rising service charges.
Issues raised by witnesses included:
- Lack of transparency over service charge calculations and insurance costs
- Delays and repeated failures in essential maintenance and repairs
- Poor communication and unresolved complaints
- Concerns over missing reserve funds and inadequate auditing of accounts
- Failure to meet commitments made by FirstPort’s leadership earlier in the year
The evidence presented this week shows just how deeply local people’s trust in FirstPort has been eroded.
My team and I have been working hard to build a relationship with FirstPort, but it’s clear that residents need the company to demonstrate proper accountability. Leaseholders deserve transparency, timely repairs, and communication that respects their rights as paying customers.
The group of Labour MPs who set up the inquiry will write to FirstPort, outlining the specific complaints heard from witnesses and making fresh demands for service improvements. They will also update the KPIs previously set and impose a timeline for tangible progress.
If you could like me to keep you up to date with the inquiry as it progresses, or you would like me to take up issues with the company on your behalf, please let me know by getting in touch.