In December last year, we sent out a survey about your service charges, how we set them and how they affect you.
Based on your feedback our internal customer service teams have been working together to find ways to improve the current service charge process by making it more efficient and easier for us and for you.
In particular, you said that the service charge letters that you receive can be difficult to understand, so we are going to simplify this information. We will be holding focus groups with residents to better understand how this information should be communicated and to make sure that it is clear and to the point. If you would like to be involved in one of these focus groups, please email firstname.lastname@example.org.
We also want to get better at ensuring service charges are more accurate, with less variation year on year, and that we deal with any queries that you raise more promptly and effectively.
Find out more about service charges on our website.