Resident Scrutiny Panel findings: Service Charges

Service charges are an important issue for many residents, and we know that understanding how charges are calculated and communicated matters.

To help ensure residents' views are heard, our Resident Scrutiny Panel carried out an independent review of service charges, looking at how information is shared and how residents are supported when they have questions about their charges.

The panel gathered feedback from residents, reviewed communications and processes, and met with colleagues across the organisation. Their findings highlight areas of good practice, as well as opportunities to make information clearer, improve transparency and strengthen the overall resident experience.

These findings provide valuable insight into what matters most to residents and will help shape future improvements to our service charge processes, communications and support. By acting on the panel's recommendations, we aim to deliver a clearer, more consistent experience and build greater confidence in the information and services we provide.

Read the report

Related information

Find out more about service charges and how they're calculated
More information about rent payments
Understanding rent and service charges
Browse our latest news.

Did you find the information you need?

Return to our Leaflet & publications library to browse the other documents we have available online.
If the information you'd like to view isn't available in our library then we encourage you to browse the rest of the website as we have a wide range of support on our web pages (the search bar is a great way to find useful information). But if you need to speak to someone please get in touch.
We're dedicated to making sure our services and information are easy for everyone to use. If you think we can make things better or provide things in an alternative format, just let us know and we'll look to help.

Residents shaping services

We truly value the feedback and involvement of our residents. Your insights shape our services and policies. Since our merger in December 2022, we’ve focused on strengthening resident governance, ensuring four resident spaces on our Board. We’re proud to have received the Scrutiny Assured Quality Mark from the Tenant Participation Advisory Service, recognising our commitment to meaningful engagement.

Recently, we’ve been talking to residents about our new approach to Resident Involvement (RI). The review of Tenant and Resident Associations (TRAs) has provided us with valuable insights and we appreciate the contributions from all residents, especially those involved with TRAs.

Openness and transparency are key to our mission. Your dedication and honesty help us improve our collaboration with Residents Associations. Together, we’re committed to enhancing engagement and better serving our communities.

Get involved Read our Resident Involvement Strategy Statement