The Section 20 Consultation Process, Stage by Stage
The precise consultation procedure depends on the type of works or agreement, and sometimes the landlord's own procurement rules - but for many privately procured qualifying works, it generally follows the stages below. Here's what's normally expected, and what's worth checking against your own notices.
Fact-checked against the England Section 20 / service charge framework · Last reviewed 22 August 2026
How this process varies
The required procedure depends on whether the proposal concerns qualifying works or a qualifying long-term agreement, whether the works are being carried out under an existing long-term agreement, and whether the landlord is required to use a public-notice procurement process. The stages below describe the ordinary procedure used for privately procured qualifying works - see “Long-term agreements work differently” below for how the documents and requirements change for a qualifying long-term agreement.
Stage one: the Notice of Intention
This is generally the first document a leaseholder sees. It normally describes the works the landlord is proposing, the reasons for them, and invites written observations within the statutory observation period - normally 30 days beginning with the date the notice is given. Where the applicable procedure allows it, it also invites leaseholders to nominate a contractor from whom the landlord should try to obtain an estimate; different nomination rules apply where the proposed contract is subject to a public-notice procurement process. Worth checking: does the notice actually describe the works clearly enough to understand what’s being proposed, does it explain how to make observations, and does it provide the required observation period, normally 30 days?
Stage two: the Statement of Estimates
Under the ordinary procedure, the landlord normally obtains and presents at least two estimates, including one from a contractor unconnected with the landlord. If a valid leaseholder nomination was made and an estimate was obtained from that contractor, it should normally be included. Different requirements can apply where the proposed contract is subject to a public-notice procurement process. A Statement of Estimates is normally issued setting these out, along with a summary of any observations received and the landlord’s response to them. Worth checking: were the estimates actually obtained from more than one contractor, was a valid nomination genuinely considered, and were leaseholder observations addressed rather than simply logged?
After the contract is awarded: the Notice of Reasons
In some procedures, if the landlord enters into a contract with a contractor who was neither nominated by leaseholders or a recognised tenants’ association nor submitted the lowest estimate, the landlord must give affected leaseholders a written statement of its reasons, generally within 21 days of entering into the contract. This is an explanation of the award decision, not a further opportunity to nominate contractors or submit observations before the contract is entered into. Worth checking: was a Notice of Reasons actually issued when it looks like it should have been, and does it give a genuine explanation rather than a generic statement?
What happens if a stage seems to have been skipped or rushed
It’s worth building a timeline of exactly what you received and when, and asking your landlord or managing agent directly about anything that looks missing or out of order - our guide on writing an effective observation letter covers how to do that clearly. It’s important to understand that even a genuine consultation shortfall doesn’t automatically mean a cost is avoided: if the landlord failed to comply, the amount it can normally recover is limited to £250 (or £100 per accounting period for a qualifying long-term agreement) - but it can apply to the First-tier Tribunal for dispensation from some or all of the requirements, which our dispensation applications guide explains in more detail. Whether a specific consultation failure actually matters enough to affect what you owe is ultimately a question for a tribunal or a solicitor, not something this guide - or an automated tool - can determine for you.
Long-term agreements work differently
A qualifying long-term agreement is generally an agreement entered into by or on behalf of the landlord or a superior landlord for a term of more than 12 months, subject to statutory exclusions - a lift maintenance or cleaning contract is a common example. These follow a related but different procedure from qualifying works. It normally begins with a Notice of Intention and is followed by a Notice of Proposals setting out information about the proposed agreement and its estimated cost, rather than a Statement of Estimates. Different procedures can apply where public procurement requirements are engaged, and further reasons may have to be given depending on how the contractor is selected. The statutory thresholds that trigger consultation differ between the two - see our guide to qualifying works and the £250/£100 thresholds for the detail.
Building your own record
Whatever stage you’re at, the most useful thing you can do is keep every notice, letter, and email together with its date, and note anything you sent back and when. That record is exactly what a Defence Pack turns into a clear, page-cited chronology alongside the rest of your evidence.
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