Current Scrutiny Project - Service Charge Communications May 2026

We’ve received a number of suggestions to review service charge communications from Regional Residents’ Panel members, performance information, and our own experiences.

We are working with the Director of Service Charge and Managing Agent Clienting, alongside the Service Charge Team, to review and improve how service charges are communicated. This includes:

• A desktop review of materials, including the regulatory framework, policies, best practice guidance, performance data, communication methods, query processes, and response times
• A process workshop with staff to identify improvement opportunities
• Gathering resident feedback through a survey of those who pay service charges.

We’d like to hear your views on service charge communications. Please complete our survey using the link here or the tab on the right. We kindly ask you to respond by 9am Friday 5 June 2026.

Service Charge Communications Scrutiny Project Update – July 2026

Thank you to everyone who took the time to complete our survey for the Service Charge Communications Scrutiny Project. The survey has now closed, and we’re pleased to share that we received 215 responses from residents

We’ve analysed all the feedback received and incorporated the findings into our draft report. Your insights and experiences have been invaluable in helping us understand what is working well and where improvements can be made to service charge communications.

What happens next?

The next stage of the project is to review the draft report with the Director of Service Charge and Managing Agent Clienting and the Service Charge Team. Their feedback will help inform the final version of the report before our findings are presented to the Board in September 2026.

What happens after Board review?

Once the Board has reviewed and approved the report, we will publish the final report and share it with residents so that you can see the recommendations and outcomes from the scrutiny project.

Thank you once again to everyone who contributed to this important piece of work. We look forward to sharing the final report with you later this year.