Did you have any success? I have the exact same problem with HLM.

It looks like your development is around 9 houses, with a joint private road and some communal landscape areas. Therefore, your S/C should be fairly nominal. Is Walton Homes still the Freeholder? Technically, HLM report to them as "the Client", however that doesn't mean they should ignore complaints. HLM are also part of "Countrywide", who are affiliated to the RICS (Royal Institution of Chartered Surveyors). I suggest you refer to the RICS web site, and download the "Code of Practice for Service Charges, 3rd Edition", then read it carefully. That will give you a benchmark as to what should be expected of HLM. Note that there should be a "Complaints Procedure" which is applicable to Leaseholders, so, in the first instance, write a reasoned, reasonably brief but comprehensive letter of complaint, quoting dates of E-Mails, telephone calls etc., and calling it a "Formal Complaint". Send to HLM, & copy to Countrywide HQ (I think still in Chelmsford, Essex). Await initial response, which should be within 14 days.Always try a fair, but firm, approach to start with. There are other avenues available, such as the FTT, Arbitration, but try that one first. I have to say, getting rid of an incompetent MA through the Midlands Tribunal, is like taking out teeth - very painful, expensive & unsatisfactory. One does have to remember, though, that if you want to improve security, such as erect an electric gate, then it will cost money to both install and maintain, and you have to get 100% agreement for everyone to pay - not easy, especially if you have some "Buy To Let" owners on the estate. Hope that gives you some ideas.