Have your say on service charges
Consultation into service charge items
Last year we engaged specialist surveying company McDowalls to do independent surveys of all the services we provide. This review found that we haven't been charging for all the services that we provide.
In December we wrote to customers to get feedback on a consultation about a possible change to the service charges in your tenancy agreement. The consultation included a list of services that we provide, a survey to provide your feedback, and a FAQ to help understand the key changes.
We asked all customers who would be affected by the change to give us their feedback and 8% of customers responded to the survey.
The consultation has now closed, and the feedback has been reviewed. We've considered the responses we received and also considered the number of customers who didn't respond to the survey
Consultation outcome
The outcome of the consultation is that the list of services in your tenancy agreement will be updated to reflect the services you are actually receiving. The terms of your tenancy agreement allow us to vary this following the consultation with customers, this will align your tenancy agreement with the services you receive.
This means that from April all customers will be charged for the services that they're receiving.
Results from consultation
The survey was sent to 17,994 customers via letter, and it was also sent as a text message.
16,597 customers didn't respond.
1,397 customers responded to the survey. Their main concerns were:
- Service charges
- Pest and waste management
- Grounds and cleaning services
- Maintenance services
370 customers requested a further discussion with us.
What this means for you
- If you already receive a service on the list, it may stay in your service charge.
- If your building or estate receives a service that you currently aren't charged for, we'll let you know what the service is and the estimated cost for it. This will be in your annual rent and service charge notification at the end of February.
- If a service that you currently pay for is no longer being provided, it will be removed from your service charge notification from April.
- This updated list will replace any old information in the services section of your tenancy agreement.
Frequently asked questions
Q. Why are you doing this now?
We want all tenancy agreements to be clear and consistent. By using a standard list of services, it will be easier for you to see what you are paying for and why.
Q. Why are you making the change when some customers don’t want it?
For us to be able to continue providing these services we will be charging customers who receive the services. Otherwise, it could impact on how much money we're able to invest in the homes that we provide. We're a not-for-profit organisation, so we don't make any profit from the services that we charge you for.
Q. Does this mean my service charge will go up now?
Some customers may see an increase/decrease depending on the costs of the services for that year. Service charges are reviewed once a year, and you will be told about any changes to services in your February statement. The costs explained in your statement will then be charged from April 2026. This process has not changed.
Q. Will I be charged for every service on the list?
You will only be charged for the services you receive at your home, building, scheme, or estate. For example, if your building does not have a lift, you will not pay for lift maintenance. The list shows every service we offer across all our properties.
Q. You mention updating my tenancy agreement. Does this change my tenancy rights?
Your tenancy rights will stay the same. This proposal only updates the part of your tenancy agreement that lists the services you receive. If the change goes ahead, we will send you a formal Notice of Variation before it takes effect.
Q. Will you be backdating these costs so we have to pay them for previous years?
No, the revised list of services and the costs for these services is only from April 2026 onwards. The consultation allows us to update our charges moving forward, it doesn't allow for retrospective charge, which means it won't be a backdated charge.
Q. What if I’m no longer receiving a service on this list, but have paid for it previously?
If a service that you currently pay for is no longer being provided, it will be removed from your service charge notification from April 2026.
Q. How many customers are affected?
All customers are affected by the change, but some will see a higher impacted than others. Not all will have higher costs; some may see a reduction.
Q. What do you need to do?
You don't need to do anything at the minute. You'll receive your annual rent and service charge notification at the end of February. This will tell you what your rent and services charges are from April 2026. Any changes to what you pay now will be included in this notification.
