Have your say on service charges
Consultation into service charge items
We've recently written to all customers who are affected by this consultation to ask for feedback, please keep an eye out for a letter.
Or you can let us know your feedback, by answering a few short questions before 23rd January 2026.
Independent survey
Last year we engaged specialist surveying company McDowalls to do independent surveys of all the services we provide.
Customers pay for services through their rent and service charge. These include things like cleaning shared areas and looking after gardens and grounds.
The surveys are now complete, and we have updated the list of services we provide. This list is for all customers. You do not get charged for everything on the list, only the services you receive.
What we are proposing
This webpage explains what we want to change, how it may affect you, and how you can tell us what you think.
This service list shows all the services we offer. You will only be charged for the services that apply to your home/block /scheme/estate.
We will check what services you receive to make sure your service charge is correct.
What this means for you
- If you already receive a service on the list, it will stay in your service charge.
- If your building or estate needs a new service in the future, we'll let you know in the statement that we send in February 2026.
- This updated list will replace any old information in the services section of your tenancy agreement.
Frequently asked questions
Q1. 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.
Q2. 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.
Q3. 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.
Q4. 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.
Q5. What happens after 23rd January 2026 deadline?
We will read all the feedback we receive. After that, we will send out a summary of the feedback and explain our response.
