Service charge: Frequently Asked Questions

We are continuing to see increases in costs for heat and power in our homes. As we well as this we are seeing many of our other costs for maintaining our property go up.

The service charge is based on contracted and budgeted costs for services carried out between April 2023 and March 2024, the next financial year. The current service charges remain under the actual cost of services provided to residents.

Housing benefit - we contacted your Local Authority and will write to them again in March, confirming the new charge from April 2023. The rent and service charge will be covered by the Housing Benefit you are entitled to.

Universal Credit - you must 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 2023. Please do not report them before 4 April 2023.

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.

Yes, you may be. Last year we issued an end-of-year statement for April 2021 to March 2022. This statement will advise you whether we would need to ask you to pay more or if we would be giving you money back.

The service charges are estimated, so we cannot guarantee whether there will be further changes the following year. They are also based on the cost of services delivered, which can change. The highlighted increases are the only plans to increase charges from April 2023 to March 2024. 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.