A service charge is a payment made by a resident towards the cost of communal services and repairs for the block/site where their property is situated. To see the services we may provide, please see below Service Charge Explanations. To find out more about the wording in our letters and your agreement/lease go to our service charge definition. The summary of residents’ rights and obligations for service charges are here .
The diagram below shows the annual cycle of service charges.
January to March
At the end of February/beginning of March all residents will receive a rent notification letter. This includes a breakdown of the estimated cost of your service charges for the coming year.
April to September
Towards the end of August/beginning of September, customers paying Service Charges will receive an Actual Service Charge Statement for their property.
September to December
Service Charge team prepares estimated charges for following year. No action required from residents.
Service Charge Explanations
Find answers to your frequently asked questions below
Why does the monthly total charge not equal the yearly total charge if you multiply it by 12?
When calculating charges, we round the figures up or down to 2 decimal places, this means that due to rounding the amounts, they will not be an exact multiple.
What if there is a charge on my statement and I do not receive that service where I live?
Please contact us and let us know, we will be able to check this for you and let you know if its correct.
What should I do if I cannot afford to pay my rent?
Please contact us as soon as possible, we can help by ensuring you are getting the benefits you are entitled to and providing details where you may be able to get support.
Do I need to update Universal Credit?
Yes, you need to update your Universal Credit Journal with the amounts on this letter on the date the new rent is effective, for example 1 April or as soon as possible after this date
Do I need to take a copy of the letter to the Council if I receive Housing Benefit?
We share this information with the Councils, but we suggest you also contact them and let them know. They will let you know if they need a copy of the letter.
My letter has been addressed to a joint tenant who does not live here anymore?
Please contact us if this happens as we need to update the information about who lives in your home.
Will my direct debit be amended?
Yes, we will amend your direct debit to be in line with your rent increase. If you receive some help towards your rent from housing benefit or universal credit but it does not cover the full amount, we will amend your Direct Debit once we receive notification of the new amount you will be getting.
Why are you charging for communal lighting when it doesn’t work?
If your communal lighting is not working please contact us and tell us but please be aware that street lighting may be the responsibility of the Local Authority and should be reported here: Norfolk Street Lighting (amey.co.uk)