Proposed changes to service charges

We’re introducing services for pest control, provision for tree surgery, and refuse disposal.

We want to make sure our services and the costs associated are distributed fairly and transparently between those who receive them. Doing this also helps customers to budget and avoid unexpected costs when services are delivered.

Some schemes already receive these services, but currently we’re not always able to recover this. For example, in 2025/26 we spent over £500,000 on fly tipping and rubbish removal. This has a huge impact on the services we can provide for our customers.

We hope by introducing these to service charges, we can continue to deliver our services in a fair and consistent way.

Yes, we’ll be introducing these extra services to everyone. There are some tenancy agreements that need to be reviewed to allow us to do this, and we’ll be contacting those customers separately to let them know our plans.

The services we’re introducing are needed to keep you and your home safe. They include:

• Pest control: The removal of pests such as mice, squirrels or wasps within communal spaces and areas subject to our pest control policy. 
• Provision for tree surgery: Assessing the condition and safety of trees across schemes. Pruning, removal, or other maintenance required to prevent hazards and comply with safety standards. 
• Refuse disposal: Fly tipping and bulk item removal, which is split between all properties at the scheme, unless we are provided with evidence of the person/people responsible for the fly tipping.

At this point, we can’t say as we know that each scheme is different and requires different services. Once we’ve reviewed all of the tenancy agreements, we’ll be in touch to provide more information about the changes specific to your scheme and how this will impact you.  We want to assure you, that you will only ever be asked to contribute where money is spent to deliver these services on your scheme.

We’ve consulted with customers about the introduction of new services:

• tree surgery
• pest control
• refuse disposal (including fly tipping).

Until now, the costs haven’t always been covered by customers through service charges. This consultation is about officially adding them and the costs when they come up, to make sure we can keep providing these services.

You’re right that some of these services already happen. We’ve carried out work to help to keep customers safe, like managing trees, pest problems in communal spaces and removing fly tipping. To make sure we can keep providing these services, this consultation is about officially adding them as service charges.

We’ll charge service charges based on the estimated costs of each service - this will vary between the different services:

• Tree surgery: For 2026/27, the charge is based on the number of trees on your scheme and the cost of detailed tree surveys. In future years, it’ll reflect the amount spent or expected to be spent on tree surgery works to ensure funds are available.
• Refuse disposal: This’ll be charged based upon the average amount spent on the scheme over the last three years.
• Pest control: This’ll be charged based upon the average amount spent on the scheme over the last three years.

For variable service charge customers, estimates are set the same way, but the final charge may be more or less, depending on the actual costs at the end of the year. More information on your charges will be included in your Rent Review letter (for fixed charge customers) or shared with you later in the year following account reviews (for variable charge customers).

For fixed service charge customers, the cost will be included in your Rent Review letter due to be sent at the end of February 2026. For customers who pay a variable service charge, the cost will be in your estimates after your account is reviewed later in the year. All customers will contribute for 2026/27.

The cost to deliver the services proposed will be shared across all customers who benefit from them. Service charges are specific to your home and scheme, and cover services that directly affect you. Charges are not shared between schemes.

Charging for these services is in line with National Housing Federation guidance. We’re a not-for-profit organisation and don’t make any profit from service charges. The charges only cover the actual cost of providing services to your homes, making sure the charges are fair and reasonable under the law. You won’t be able to individually opt out of the services. Under your tenancy agreement, you’re required to contribute to service charges in the same way as rent.

You will only pay a service charge when a cost has happened. This means you might pay in one year and not the next. If no work has been needed on your scheme, the charge will stay at £0.00 until work is required.

We understand that any increase in costs can be worrying. If you’re on a low income and receive Housing Benefit or Universal Credit, you can apply to have these costs covered. We can also help with budgeting, money management, and training or employment support - just get in touch or visit our website.

We understand it’s frustrating to pay for fly tipping you didn’t cause. Please report any fly tipping you see to us - where we can identify who is responsible, we will act and recharge individuals accordingly.  The cost will only be covered by service charges if we can’t identify who is responsible.

We’ve had a dedicated Neighbourhoods team since 2020, specialising in handling issues like rubbish, bins, pests, trees and parking. They work closely with our Community Champions to improve services and create solutions based on feedback, including around combatting fly tipping. We’re also happy to consider installing security systems like CCTV, but we’ll first work with communities to explore all other options, to keep costs for customers low.

Yes! We want to keep you safe and will investigate any health and safety concerns about trees near homes or gardens - please get in touch with us and we'd be happy to take a look.