Perhaps a more direct approach would be to email the head of leasehold management.
they are responsible for both major and service charges.
long ago Service Charges and Major works were 2 separate departments and the people involved knew in detail what was going on. I was told long ago that both service charges and major works were combined. They then had to have knowledge about both even though they had no knowledge.
Got rid of those that knew and load everything on one person for a neighbour hood area.
What do you think could happen?