Rents and service charges

Sixteen customers joined us for an in-person consultation session about rent and service charges and how we communicate with them about increases. They learnt about the context behind rent setting and provided feedback which we’ve used to inform how we communicate on rent and service charge increases moving forward.    

Listen and Act  

Listen – Customers told us that a booklet would help guide them through their statements.  

Act – We've produced a booklet that clearly explains the different sections of a statement and sent this with your rent letter in February.

Listen – Customers wanted the rent letters to be clearer and easier to request in a different format.

Act – We've improved the layout of our rent letters with bullet points, clear headings and colour. We’ve also made information on accessible formats more prominent.  

Listen – Customers wanted definitions of the service charges to help explain what they’re paying for.  

Act  – We've included clearer definitions in our 2025/26 communications which has helped reduce the number of follow up enquiries we get from customers.