2026 Shared Ownership Rent and Service Charges FAQs

  1. How are my service charges calculated?

    Your estimated service charges for the year are calculated by using current contract costs where available, or by looking at previous costs of services and using those costs to determine what we think the services will cost next year. We also adjust the costs 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 service charges are as accurate as possible. 

  2. How is my rent calculated?

    Every year, we review rents in line with the terms of your shared ownership lease. While each lease differs, and the terms are specific to you, these are often based on Retail Prices Index (RPI) in September 2025 plus 0.5%, or by 0.5%, whichever is higher. The calculation for your rent will be included with the FAQs mailed to you. 

    This year, RPI for September 2025 was 4.5%. RPI is a government published measure of inflation. 

  3. 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. 

  4. I pay my rent 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. It’s really easy, just sign up to our customer portal, MyGolding. You’ll need a valid email address and your tenancy number, which can be found on your rent statement or rent increase letter.

  5. 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 and help you. 

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

    There can be lots of factors which affect 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 the property next door is a different size, and their lease says they must pay a different amount. Whatever the reason, we’ll be happy to explain this to you. 

  7. What happens if I'm unable to pay my rent and service charges?

    Paying your rent and service charges should be a priority over other spending. However, we know 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 struggling to pay your rent and 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. 

     

  8. What if I disagree with my rent increase?

    No-one likes to receive an increase, whether it’s your rent or another bill. If you believe there’s a reason your rent is incorrect, please contact us so we can investigate. As rents are determined by your shared ownership lease, please check your agreement first. Your specific calculation can be found in the letter mailed to you. 

  9. 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 certain services aren’t particularly obvious. We can help explain this and give details of the visits or work undertaken. 

  10. 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 the full rent and service charges. If you need help paying this difference, please let us know. We’ll always do the best we can to help you. 

  11. 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 incidents 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 do 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 some fixed penalty notices to people who have been caught fly tipping on our land. 

  12. 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 includes costs related to the door closers on the communal doors and the communal key management system and locks. 

    We’ve also 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, we have the income and spend checked and certified by an independent accountant. We’ve renamed this to be clearer. 

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