Service Charges
We are currently undertaking a review of all the service charges we charge to customers. The review is taking place to ensure that the services we provide are more efficient and that the charge applied reflects the cost of the services that we deliver and are both fair and easy to understand for our customers.
The review will be completed in March 2012, with the new service charges potentially introduced in April 2012, where applicable. As these charges will not be introduced before April 2012, there will be a range of consultations taking place over the next year, to allow customers to give their views and opinions and shape the service delivery. Further information regarding service charges will be provided to all customers throughout the review process. You can send us feedback on the new service charges by completing our online survey.
To help you, we have compiled a selection of answers to questions that you may have:
What are service charges?
A service charge is your contribution towards the cost of the services that City West Housing Trust provides on your block/estate, these services could include communal cleaning, grounds maintenance, heating & lighting to communal areas etc.
The service charge is separate from the standard weekly rent. The amount of the charge is based upon the actual cost that City West pays for the services, plus a small management charge for our organisation to administer the services.
- Rent reflects all charges associated with the occupation of the building, which includes repairs, maintenance and general housing management.
- Service charges are for additional services, not provided to every tenant, and often connected with communal facilities.
It does not mention a service charge in my tenancy agreement?
Your tenancy agreement provides for the collection of rent and any other charges associated with your property. Many residents already pay service charges for heating or maintenance and servicing of communal facilities.
When will the service charges begin?
If you currently pay a service charge these will continue as normal. At present if you do not pay a service charge but following the review, it becomes apparent that you should have been charged for services you are receiving, charges will begin from April 2012.
How do you work out what my service charge is?
Charges are calculated using a formula based on true cost of the service and the number of properties receiving the service. The charge may be adjusted to take into account the size of your property (i.e. number of bedrooms) and the service/s you receive.
Why is my neighbour currently paying less/more than me?
There are two possible reasons for this:
- Your neighbour may be a leaseholder rather than a tenant. In this circumstance, the charges will vary because leaseholders may pay for additional services.
- Your neighbour lives in a property with more / less bedrooms. Although the basis of the service charge is a flat rate for all tenancies, the property size can also affect the charge.
The review that is being carried out will look at all of the service charges and amounts that tenants are charged, to ensure that tenants only pay for the service they receive. The aim is that charges fully reflect the cost of the service and are fair and transparent.
I do not believe I am receiving a good service for the amount I am paying, what should I do?
If your service is not up to standard you should use the established complaints process, which allows us to ensure that the problem is thoroughly investigated and dealt with.
Let us know what you think of the service charges by completing our online survey.
