Service Charge FAQ
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Service charge - frequently asked questions
We know that service charges can be confusing. You may wonder what they are? Why you're paying it and what the money is used for.
We have put together some frequently asked questions to try and answer your queries, but if you can't find the answer that you're looking for, please give us a call on 0330 175 9540.
If you're finding the cost of living a struggle at the minute our Money Matters team is here to help
They can offer support with benefits and bills and help with heating, energy top-ups and shopping. If you have had a change in your pay or benefits, please get in touch with us. The team can let you know of any benefits that you may be able to claim and help you make a claim if you are entitled.
Get in touch with the team through our website or by calling 0330 175 9540. The service is free to Incommunities customers.
Q. I don’t think I’m getting a service I’m being charged for / I’m not happy with the service I’m getting. What should I do?
Please email us at enquiry@incommunities.co.uk or call 0330 175 9540. We'll pass your enquiry to the right team. They'll look into it and get back to you.
You can also come to one of our feedback sessions. This is a chance to tell us what you think about the services you get. We'll let you know when there is a session coming up.
Q. Why is this service charge list different from the one I received in February?
This list shows the services we provided in 2025/2026. The list we sent in February showed the services we are providing from April 26, following our customer consultation.
Q. What is the service charge money used for?
Your service charge fee pays for the services we provide to your shared areas within or around your building or estate. Things such as:
- Fire alarm and fire safety
- Lift services
- Caretaking and cleaning
- Communal lighting
- Grounds maintenance
and other services too. Not every customer pays for every service. You only pay for the services that apply to your home.
Q. When do you tell us about service charges?
At different time of the year we write to you to let you know your estimated service charge costs and then your actual service charge costs. Find out more information about the timeline of service charge communications
Q. How is my service charge worked out?
Each year, when we tell you about your rent increase, we'll also tell you your estimated service charge.
We use an estimate because we don't yet know exactly what services will cost over the coming year.
Some services, such as fly-tipping removal and communal repairs, depend on what happens during the year.
To work out the estimate, we look at previous costs and any changes that may affect prices, such as VAT, inflation and contract costs.
This helps us calculate your estimated service charge.
Q. What do the management fees cover
A management fee is also included within the service charge to cover the administrative cost of managing the service charge process.
Q. Why has it taken so long to tell me what my service charges cost?
We need time to check the final costs before we share them with you. This can take longer when we're waiting for information from other companies or suppliers.
By law, we have up to six months after the end of the financial year to complete and check the service charge accounts.
This means you'll receive your annual service charge statement in September each year for the previous financial year.
For example, in September 2026, you'll receive a statement showing the service charge costs for the period 1 April 2025 to 31 March 2026.
If you have any queries or would like to provide feedback about service charges, please contact the Income Team on 0330 175 9540.
