2026 Freehold Rent and Service Charges FAQs

  1. I have new costs this year. Why?

    To try and improve transparency, we've separated out some costs which have been included in other headings. This means you'll see new costs this year. Please be aware this isn't a new charge or cost; it's simply a clearer way of showing you the services you already receive. In some rare cases, we may have also added services where necessary. 

  2. I pay by standing order. Do I need to do anything?

    Yes, you’re responsible for telling your bank about the new amount to be paid and it's important you do so. You may wish to consider moving to Direct Debit, so the change happens automatically in future. You can do this easily and quickly by signing up to our customer portal, MyGolding. All you need is a valid email address and your tenancy number, which can be found on your statement or service charge letter.

     

  3. I'm unhappy with the quality of a service. What should I do?

    If you aren’t happy with the quality of a service you receive, please contact us so we can investigate your issue. 

     

  4. My neighbour pays less in service charges than me. Why?

    There can be lots of factors which change the amount you pay, and those things may lead to differences in what you and your neighbours are charged. Some of the differences are driven by your tenure, while sometimes it can be that the property next door is a different size, and their agreement says they must pay a different amount. Whatever the reason, we’ll be happy to explain this to you. 

  5. What are estate charges?

    Your estimated estate charges for the year are calculated using current contract costs where available or looking at the cost of services previously, and using those costs to determine what we think the services will cost next year. We also adjust the cost to allow for inflation. Where we have new charges or a clear understanding from a supplier of a new cost, we'll align our costs to reflect this. While we aren't able to predict the future, our aim is to make sure your estate charges are as accurate as possible. 

  6. What happens if I’m not able to pay my service charges?

    Keeping up to date with your home payments, like service charges, should be a priority over other spending. We appreciate that with cost-of-living increases being so high, many people are having to make difficult choices on what they pay for. 

    If you’re having issues paying your service charges it’s essential you contact us, so we can help you find a solution. We’ll be able to talk you through your options. This could include putting together a repayment plan or referring you to someone who can support you with any challenges you may be facing. 

  7. What if I think I'm not receiving a service?

    If you think you’re contributing towards a service you don’t receive, please contact us so we can investigate. Mistakes can happen and we want to get it right. Sometimes, it might be that certain services aren’t particularly obvious. We can help explain this and give details of the visits or work undertaken. 

     

  8. What if my housing benefit or UC doesn't cover the new charge?

    It’s your responsibility to pay the remaining costs if your benefit payment doesn’t cover your service charge. If you need help paying this difference, please let us know. We’ll always do our best to help you. 

  9. Why am I being charged for flytipping?

    We were charging fly tipping costs in with the grounds maintenance charge but from April 2024 we split this out to offer customers greater clarity about what they’re paying for. 

    There've been many instances of non-household waste being left on our estates or in our bin stores. The council’s rubbish collection service won’t take these away, so we have to. If we don’t they could be a fire risk or a risk to health and safety. Where we can and we know who left the items, we’ll charge them. If we don’t then the removal and disposal costs are recoverable as a service charge. 

    We also report occasions of fly tipping we capture on CCTV to the local council. The local council and police can prosecute anyone caught fly tipping. Fines can be as high as £50,000 or even six months in prison. 

    So far this year we’ve reported some occasions to the Waste Crime Team at Maidstone Borough Council, and they've issued fixed penalty notices to people who've been caught fly tipping on our land. 

     

  10. Why have some of the names of services changed?

    We’ve renamed Door Entry System Maintenance to Door Entry & Access Control. This is because costs don’t just include servicing and repairs to the panel and the handsets but also costs related to the door closers on the communal doors and the communal key management system and locks. 

    We’ve renamed Communal TV Aerial to Communal Media. The costs include any electricity supplies associated to aerial and/or amplifiers, but it also includes any repairs or maintenance we complete. We’ve renamed this to be clearer. 

    You’ll also see the Audit Fee or Accountancy Fee has been renamed Certification Fee. We don’t audit our service charge accounts, the income and spend is checked and certified by an independent accountant. We’ve renamed this to be clearer. 

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