Service charges – frequently asked questions

The council provides a shared aerial system for around 8,000 homes. It gives access to Freeview, Freesat, digital radio, and allows subscriptions to services like Sky (not Sky Q). Everyone pays equally for its upkeep, even if they don’t use it, as part of the tenancy agreement.

The charge covers cleaning of communal area windows twice a year, not the windows of individual flats.

Paper statements are no longer sent. You can view your rent account online via the Housing Online portal. Use your rent/account reference from your letter to sign up. Contact the Customer Contact Team on 0344 980 3333 if you need help.

Yes. If your charges change, your Direct Debit will be updated and you’ll get a letter explaining the new amount. If you owe money on 31 March 2025, your payments may be adjusted to cover the balance.

Service charges are reviewed yearly to match actual costs and expected changes. For 2025–26, charges are spread over 50 weeks (excluding 2 rent-free weeks).

Eligible charges: Covered by Housing Benefit or Universal Credit.
Other charges: Not covered by benefits.
Personal charges: Optional services you’ve chosen, like home contents insurance.

Yes. From 7 April 2025, update your online journal with your new rent and service charges. If you don’t have online access, tell your work coach at the Job Centre.

We bill a year in arrears, which means the charges for the current year are actually based on usage from the previous year. 

So while it might look like we're charging for current usage, we're really catching up on last year's costs.

Because of this, any changes in usage or costs need to be anticipated ahead of time - we’re essentially forecasting what’s coming, not reacting to what’s already happened.

The government sets the rules through the Rent Standard. This year, the maximum increase is 2.7%.