Rent and Service Charges

What is The Rental Exchange?

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Renters sometimes struggle to open bank accounts, get affordable loans and credit cards or a mortgage because they don’t have a credit history (a track record of paying off credit...

Changes to the way we calculate your rent

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As of April 2018, the way your rent is calculated has changed. This is to make it easier for you to budget and pay your rent.

Do you have a query about your service charges?

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Service charge statements are now being sent out. Service charges pay for things such as cleaning and grounds maintenance of the communal areas, and servicing of equipment such as lifts,...

What should I do if I have rent arrears?

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Being in debt and having rent arrears can be a scary and challenging time. If you are having financial difficulties, it is important you let us know as soon as...

What are my service charges?

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Every year we send you a letter explaining your rent increase and your service charge statement. Your service charge statement sets out the services you receive and your estimated share...

What is included in the service charge?

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Read to see a short description of each of the service charges that may be payable for your property. It tells you how those charges are calculated and answers some frequently asked questions.

How have you calculated my new rent?

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The rents are set by the Government. There will be a 1% reduction each year until 2020. The rent reduction will not impact on service charges and other rent funded...

What is the difference between rent and service charges?

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Rent is a charge for the use of your home and service charges cover the cost of services provided in communal areas around your property…

Why are service charges estimated?

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Your annual service charge is due at the beginning of the financial year, which runs from 1 April to 31 March in accordance with your tenancy agreement.

What services are you charging me for?

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A breakdown of the service charges is sent with your rent increase letter. Please go to What is included in the service charge? for a full breakdown.

What is the Administration Fee?

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This is a flat rate of 15% charged on all service charges except contract management and equipment usage fund.

When are the communal windows cleaned and grounds maintained?

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The contractors we use may come at times when you are away from your home so you may not see the service being provided. If you feel the service has not been provided but you have been charged we will investigate it and raise the issue with our contractor.

I live in a house – why should I pay service charges?

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Some houses are subject to service charges as they form part of an estate and receive a range of services that are not included in the rent.

Why does someone in another block pay a different amount to me for the same service?

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Each block, however similar, will have costs that can vary or have a different number of flats which may affect the basis of apportionment.

How do you work out the estimates & actual accounts?

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We charge variable service charges. The service charge amount you are being charged is an estimation of costs that may be incurred in the next year to provide services where there are communal / shared areas in your block/building or estate (collectively known as a scheme).

Why do you send out complicated statements?

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It is a statutory requirement that if we charge you a variable service charge that we make an adjustment to your account when we know the actual service cost.

Will I still get help to pay my service charges?

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If you receive Housing Benefit to cover your rent most of your service charges will also be covered as long as your circumstances remain the same. If you do not...

How will service charges change in the future?

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If there are any changes to the service charges, you will be notified as part of a consultation process. There will then be a 28 day notice period before the start of the revised or new service charge.