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.