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Service Charge Policy Consultation Survey August 2020

Service Charge Policy Consultation Survey August 2020

We are currently reviewing our approach to service charges, and as part of this work we asked for residents’ views to help update our Service Charge Policy. 

We received 239 responses to the survey, which was e-mailed to a representative sample of tenants, leaseholders and shared owners. Telephone surveys were carried out with a small number of residents without the internet, who live in our housing with care schemes, to make sure that their views were considered.

Survey responses about the Policy itself were positive:

  • 88.7% said they thought our approach to service charges is clear and 5.44% said they thought our approach is unclear.
  • 84% said the language we’ve used in the Policy is effective.
  • 78% said they felt the Policy is fair and reasonable, 9.6% gave a negative response, with a further 12% of residents saying they didn’t know. 
  • 234 residents said that they would like to receive regular short surveys, so we have added these residents to ‘Virtual Voice’, which is our online consultation group.

Many residents who took part in the survey said that they are not always clear what they are paying for in service charges, or they think they are paying for services they do not receive, particularly amongst shared owners and leaseholders.

In response to residents’ feedback, we have made it clear in the Policy that homeowners will receive details about service charges as part of the conveyancing process prior to purchasing their home.

We are producing a simple guide for residents to make it clear what they pay for in service charges, and what level of service they should expect.

We’d like to thank those residents who took part in the survey. Congratulations to Susan Harrison in Burnley, winner of the Service Charge Policy lucky draw, who received £100 in Love2Shop vouchers.

The full Service Charge Policy Consultation Survey Report is available here.

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