Your service charges statement

We manage the services for your block or estate (like cleaning, maintenance and gardening). Sometimes, these services are provided on our behalf by a managing agent.

Each year, we compare our estimated costs with the actual costs and let you know the outcome and what effect this has on your service charge account with us.

In line with legislation, we’re required to send you a summary of accounts within six months of the financial year ending on 31 March 2024. You may have received a Section 20b notice in September, which allows us more time to finalise the accounts if needed.

Your occupancy agreement will say if you pay a variable service charge.

If you pay a variable service charge, we’ll aim to let you know the actual annual cost within six months of the end of the financial year.

If we’re unable to do it within this time, we’ll issue a notice in accordance with section 20B of the Landlord and Tenant Act 1985 (as amended)  notifying you that costs have been incurred and that you’ll be required to contribute to them once the final accounts have been produced.

If you’re a homeowner, we’ll make any adjustments for any under or overpayment of service charges to your account. This adjustment will usually be made at the end of September, when you receive your actual service charge statement. 

If you’re a tenant, we’ll add or deduct the difference to your following year’s estimated service charge as a service charge adjustment.

The statement breaks down the services we’ve charged you for and shows how much each service costs. At the bottom, you’ll see either “you owe us” or “we owe you,” based on whether we spent more or less than estimated.

If you’re struggling to pay, please contact us. It’s always best to talk to us as soon as possible.

We can explain through your options and our friendly advisers can make sure you’re getting the financial support you’re entitled to and advise you on how to apply if you aren’t.

Our Social Impact Team offers free practical and confidential financial guidance to help you keep on top of your rent and household bills.

They can also put you in touch with other services, help you get online and support you with jobs, skills and training.

If you're a tenant, this amount will be credited to your account in weekly instalments from your next rent and service charge review (April/July next year). We’re unable to refund you directly to your bank account.

If you're a homeowner, we’ll credit your rent and service charge account by 1 January 2025. If your rent and service charge account is in credit, and you prefer a refund to your bank, you can request this after the credit is applied. For joint accounts, this request must come from both parties.

If you're a tenant, we’ll collect the amount in weekly instalments starting from your next rent and service charge review (April/July next year). You don’t need to make any one-off payments.

If you're a homeowner, we’ll add the amount to your account as a deficit. You can pay before 1 January 2025 or contact us to discuss payment options.

Some costs are hard to predict, like repairs or bulk refuse removal, which means the final costs might differ from our estimates.

If your statement says we owe you, we’ll apply any credit to your arrears, but you’ll still need to keep up agreed payments until your outstanding balance is cleared in full.

If your statement says you owe us more, we’ll adjust your plan to cover the additional amount. If you don’t have a payment plan already, please contact us to make a payment arrangement.

If you're a tenant, no, we apply any credits through weekly instalments for the next year.

If you're a homeowner, you can request a lump sum after 1 January 2025.  

Your direct debit will be amended to recover any amount owed. Instalments will be for a maximum of £250 per month on top of your usual payments, until the balance is paid.

If the amount owed in this letter is less than £250 it’ll be taken in one lump sum.

If you don't pay by direct debit, you can pay in full or set up a payment plan. You can find out how to make a payment on our website or by calling us. 

You don’t need to do anything now. Your 2025/26 rent and service charge review letter (estimate) will guide you on any changes. This doesn’t affect your current charges for 2024/25.

If you bought your home after 1 April 2023, you’re still responsible for the entire years’ service charges. Your solicitor should have arranged a contribution from the previous owner to cover their portion at the time of sale. You’ll need to let your Solicitor or Conveyancer know about the yearend deficit and ask them to request a contribution from the seller.

We only charge you for the part of the year you’ve owned your home.

You can ask us for more details within six months of getting your statement. We can provide copies of invoices or a list of transactions if needed.