exactly the same happened to us, we told them that they must have the wrong house so they said that they will return later on once we have spoken to a council but 2-3 weeks no response form council, the person who is dealing with it is not even responding to any of our calls or voicemails and no sign of scaffolders either. It is a joke as the works are estimated to cost over 3k which is not cheap!!! Anywhere else when you spend 3k or over would provide you with at least some sort of a good customer service but no... Southwark council do not, they just expect you to pay and pay quickly and if you question it or just make general enquiries they charge you extra for delays and are unresponsive and just ignore you! They are an absolute joke!!