I am selling my flat in Kilburn and have purchased a Sale & Assignment Pack from Camden. The pack includes information which is necessary for the solicitors in drawing up contracts, and is needed before the sale can proceed.
When I first enquired I was told that there was a 10-day turnaround time for the pack – which costs £193. However, my confirmation of payment email mentioned a date of 26 March – 21 days after payment. The message unhelpfully informed me that ‘a delay may be experienced around bank holidays’ (there are no bank holidays between 5-26 March) and gave a peremptory instruction: ‘Please do not contact us before this date’.
My solicitor informs me that this is disgraceful: I am paying almost £200 for this pack, and the delay creates a serious risk of losing my buyer.
I want to escalate the issue but am unable to find a contact. Can anyone advise me on the best way to escalate this, and hopefully move things along?
You would have to use the formal complaints process. That only kicks in after a minimum of 10 working days from when you sent in your correspondence and there won’t be an immediate response. It’s just a hunch, but I suspect you’ve been particularly caught out as the annual estimates are being sent out now, which resolves in an increased workload within Leaseholders Services.
For what it’s worth, I’ve not heard of any property sales failing to go through due to two weeks of delays from Camden. And nor do I think that Camden promise this information within 10 working days – they always say initial acknowledgement within 10 working days, but it depends on how complex the query is, as to how long it will take to resolve.
Not so useful directly to you, but maybe to others: some estate agents recommend getting the Sale & Assignment Pack when you put your property on the market, to cut down on delays. You can then ask for a letter stating that there have been no material changes once the property is sold, speeding up the process.