Service charge: Frequently Asked Questions

Your service charge is a weekly calculation of all relevant services that you receive in and around your home. This includes the staff team on site as well as the Service Hub, building safety checks and works, contracted services, communal repairs, lighting and other property related costs. Services provided differ depending upon where you live and are individually shown in your service charge letter.

The main increases relates to the heat and power to our homes. You may have heard in the media about rapid price rises for electricity and gas supplies in recent months. In Autumn 2021, gas and electricity contracts affecting the majority of our properties were due for renewal, and we entered into a new fixed term contract to secure the price against rapidly rising prices at that time. This means we are making appropriate adjustments to service charges, effective from April 2022.

The service charge is based on contracted and budgeted costs for services carried out between April 2022 and March 2023, the next financial year. The current service charges remain under the actual cost of services provided to residents.

Housing benefit - we have already contacted your Local Authority and will be writing to them again in March confirming the new charge from April 2022. The rent and service charge will be covered by the Housing Benefit you are entitled to.

Universal Credit - you will need to inform the DWP about your new rent and any eligible service charges via your online UC account on, or as soon as possible after, 4 April 2022. Please do not report them before 4 April 2022.

For some residents, we appreciate the service charge increases may have a significant financial impact. We want to support these residents as best we can.  Our income management team offers a welfare benefits advice service and can also provide you with an income expenditure review.

In some cases, we can also consider access to C&C’s financial support fund. This is a discretionary fund and will be accessible to those who can demonstrate they are unable to pay their charges in full.

In order to access our welfare benefits advice service, undertake an income expenditure review or apply to C&C’s financial support fund, please contact your local Service Officer or the Service Hub on 0207 922 5300. Please note that any information shared with us will be in strictest confidence.

We recognise that some residents may find it difficult to pay the full service charge. Our income support team offers a welfare benefits advice service and can also provide you with an income expenditure review. You can call the Service Hub on 0207 922 5300 to arrange a discussion with our Income Team if you need assistance with claiming benefits or are concerned about meeting your rent and service charge payments. You can also write to or email us at contact-us@ccht.org.uk with your questions and we’ll be happy to set up a telephone call.

In some cases, we can consider access to C&C’s financial support fund. This is a discretionary fund and will be accessible to those who can demonstrate they are unable to pay their charges in full.

Personal charges for heating and hot water are not covered by Housing Benefit and will still need to be paid directly.

If you are in touch with us applying for financial support, we will contact you to arrange a convenient time to discuss your circumstances and explain the application process.

We will be asking you questions regarding your regular outgoings as well as any income and/or benefits you currently receive. This is necessary so that we can properly assess your application.

We will be processing applications as quickly as possible. Depending on the level of interest, the process may take several weeks, however, we will be in contact with you to let you know the outcome as soon as we can.

We will be processing applications as quickly as possible. Depending on the level of interest, the process may take several weeks, however, we will be in contact with you to let you know the outcome as soon as we can.

We recognise this is a difficult time and we will support you in every way possible. We have our own Welfare Benefits Advisor who can provide support as well as a working relationship with the Citizens’ Advice and Money Advice Services.

They are also based on the cost of services delivered, which can change. We have no additional plans to increase charges during this year. All of the services delivered to you are subject to an ongoing review so that we can ensure you receive the best quality services at the lowest cost available.

No. While we have been undercharging for a significant period, we will not seek to charge for previous years’ service charges.

The service charged are estimated, so we are unable to guarantee whether there will be further changes the following year. They are also based on the cost of services delivered, which can change. We have no further plans to increase charges during April 2022-March 2023, outside of the increases highlighted. All of the services delivered to you are subject to ongoing review so that we can ensure you receive the best quality services at the lowest cost available.

If you have any queries regarding your service charge, you can reach us via e-mail contact-us@ccht.org.uk or call us on 0207 922 5300.

Get in touch with us

This is a difficult time for many of you and we wish to remind you that we want to support and help you during this time and are also available through our normal channels: contact-us@ccht.org.uk Service Hub:0207 922 5300 0207 922 5300

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