Service charge FAQs

Fixed service charges 

In line with your tenancy agreement, fixed service charges are set for the year ahead based on the known costs. Any unknown costs are calculated using previous years accounts for your building or estate, with an increase to account for inflation. We also consider any information we have about service changes that may happen during the year. 

Fixed service charges are different from variable service charges, which are paid by homeowners, and are not re-calculated at the end of the year. This means that should the costs for your building or estate be overspent at the end of the year, we cannot come back to you to request any further money. It also means that should the building or estate be under spent; no money will be returned to you. 

We provide a wide range of services. The services we provide differ depending on where you live and the local facilities available. Not everyone receives these services as it’s not always possible to provide them in your area. Here are a few examples of the services that may be included in your service charge: 

• Caretaking 
• Cleaning and window cleaning- communal 
• Gardening of communal areas 
• Lighting/ heating in communal areas 
• Fire safety protection 

Full details of the service charges applied to you can be found in the booklet specified in your rent letter. 

Not all services are paid for via your service charge. If you’re a tenant, for example, your rent includes an element covering general repairs, decorating and buildings insurance. 

Within your rent notice you will be provided with the details of the services you receive, and the costs associated with providing each element. Please reference the booklet referred to in your rent letter for full details. 

The service supports residents in the event of a resident activating their pendant or speech module. The call will be actioned by Tunstall Response in the first instance and passed to the bpha 24/7 support team if a call out is deemed necessary.

Energy prices are calculated using the new tariffs that we secured over the summer. For the majority of our customers there has been a reduction in cost. However we have some customers who may see a price increase. This is because you are an Independent Living customer and we have recalculated your charges based on actual usage.

Government policy and legislation is changing to address fire safety concerns in some types of housing and to start to prepare the housing stock for a future without fossil fuel burning heating systems and where net carbon neutral is the norm.  The cost of managing housing assets is therefore increasing as we change our services and standards to address the new guidance. In June 2021 we appointed a Building Safety Manager to manage our highest risk buildings and further develop our plans to enable our assets to be carbon neutral by 2050.

• Scheme Management Charge – is a contribution towards a percentage of your scheme manager and scheme area managers salary costs.
• Management fee – is a contribution towards the costs of managing all leaseholder accounts, for example estimating and reconciling the service charge
• Management Company fee -is the cost charged by the external Management Company for the services they manage and maintain on the estate.

If you live in an independent or supported scheme, your service charge may include an amount to cover staff employed at the scheme, such as support workers, or costs associated with maintaining communal areas, such as gardens, laundry rooms and shared lounges.

In the first instance, please contact either your neighbourhood housing officer or the customer contact centre who will be able to guide you to the right team. You can also email info@bpha.org.uk  

Please contact us, detailing which service you believe you do not receive and why. We will check this information, which can sometimes take a while – as we may need to visit the property or scheme, as well as contacting providers and checking accounts. If you are correct, we will adjust your account and credit you with your share of the relevant costs. Contact at Info@bpha.org.uk

Please contact us, detailing which service was not up to standard. We will investigate, as well as liaise with the contract manager for the service, and respond to you.  
If the service failure is confirmed, we will credit you with your share of the relevant costs. If the services are provided by another company, for example a managing agent who provides services to a scheme, we will pass on your complaint to them, and let you know their response. To get in touch with us please email Info@bpha.org.uk 

This year we have changed the way that we calculate your service charges. Previously these have been what we would call in a pool- where all of our customers pay the same charge. To make our charges more transparent we are now charging you for the estimated costs specifically to your scheme. For more information please speak to your scheme manager.

If you know that you receive a service but there is no service listed then this is likely to be because of the type of tenancy you are on. If you are an affordable rent or intermediate rental customer then your rent is inclusive of service charges, you are not charged separately for these. There is no need to do anything unless you have an issue with the service being provided. Then refer to the question above.