Information about your service charge

We calculate your estimate service charge, based on the average costs for your development over the last 3 years, for the following services: 

• Bin contamination 

• Pest control

• Bulk refuse 

We want to reassure you that as a not-for-profit housing association, we do not make any profit from service charges and always seek best value for money on behalf of our customers.

You can query your service charge through My Account or by contacting us on 0800 432 0077.

If you’d like to see the invoices linked to your income and expenditure account, you can request them using our online service charge query form within six months of receiving your account.

You can view the invoices at our office:

• Free if requested within six months of the actual accounts being issued.

• £60 per hour if requested more than six months after the accounts are issued.

You can request copies to be sent to you:

• Flat rate fee of £36 if requested within six months.

• £60 per hour if requested more than six months after.

The actual service charge you pay might be different from the estimate for a few reasons. For example, we might need more or fewer maintenance hours than expected to look after your home, building, or shared areas. Sometimes, a service is only needed after we’ve already sent out the estimates.

We always aim to make these estimates as accurate as possible. If you’re worried about any differences in your charges or just want more information, please get in touch.

In February each year, we send you the detailed amount of your service charge, where this is relevant to your individual circumstances. This will be how much we expect it to cost to provide services to shared areas in your building and outside spaces. 

Sometimes service charges increase for costs such as cleaning, grounds and lift maintenance, as a result of a rise in the Consumer Price Index (CPI) in the UK.

The Consumer Price Index (CPI) shows how the prices of everyday things people buy, like food, clothes, and transport go up or down over time. It helps track how much the cost of living is changing.

If you're struggling to pay you're service charge get in touch as soon as possible. The sooner you tell us about your situation, the more we can do to try and help you.

You can speak to one of our Tenancy Sustainment officers will work with you to find a flexible and personalised solution to your financial difficulties. Some of the ways we can help you include:

• Assistance with benefit information and claims such as Universal Credit applications

• Advice about local government financial assistance

• Employment support including advice on job hunting and training

• Payment plans that allow you to keep living in your home while you pay off your debt at a rate you can afford

• Advise you on what benefits you may be entitled to

You can arrange to meet with our Tenancy sustainment team by calling us and ask to speak to your tenancy sustainment officer.

Find out more about how we can support you on our dedicated Money Matters page.

We'll write to you to tell you about any change to your service charge.

If the change is going to make it difficult for you to stay in your home or you need advice regarding your finances, get in touch with us.

You don't need to make any changes to your Direct Debit with us, it will update automatically with the new amount that you will be charged. However, you will still need to check that this has been done correctly and that you are paying us the correct amount.

The easiest way to pay your service charges is by Direct Debit.

Call us on 0800 432 0077 to set it up — it only takes a few minutes. Just have your bank account details ready when you call.

You can also pay by:

• Setting up a standing order

• Making a direct bank transfer

If you'd prefer one of these options, give us a call and we'll provide the details you need.

If you receive Housing Benefit, you are responsible for telling your local council about the change in your service charge.

Where possible we’ll try to give this information to councils but we cannot guarantee this so it’s better that you get in touch with them directly.

If you receive Universal Credit, you are responsible for informing the Department of Work and Pensions (DWP) about changes to your service charge.