Service charge survey, what you told us
Service charge survey, what you told us
Thank you to everyone who completed our Service Charge Feedback Survey in November 2025. Your feedback helps us understand which services matter most to residents and where we can improve.
We carefully reviewed all responses. While not every comment is included below, all feedback has been recorded and will help inform our action plan for 2026–27.
Here are some of the key themes we heard and what we are doing in response.
Balancing costs and services
You told us
Residents want a good level of service but also want to keep costs reasonable.
What we are doing
We recently procured a new Concierge Services contract. In response to your feedback, we changed how contractor bids are assessed.
Previously, bids were evaluated 60% on quality and 40% on cost. For this procurement we changed the balance to 50% cost and 50% quality, giving equal weight to affordability and service standards. We will consider using this approach for future service chargeable procurements.
Window cleaning
You told us
If service costs needed to be reduced, many residents said they would be most willing to see window cleaning take place less often.
What we are doing
Our Housing team, led by our Head of Housing and Community Services, Jessica Brett, will be writing to affected residents to ask how often they would like this service to take place.
We expect any agreed changes to be introduced before the end of April 2026. If implemented, the impact on service charges would be reflected from April 2027 and will also help shape our future window cleaning contract.
Cleaning and grounds maintenance
You told us
Residents gave mixed feedback about cleaning and grounds maintenance.
What we are doing
We met with our contractor, Neighbourhood Estate Solutions (NES), in January 2026 to review the survey results. They have produced an action plan to improve services.
Our Housing team has introduced monthly meetings with the contractor to review performance and make sure standards improve.
Clearer communication
You told us
22% of residents said they were unclear about service charges.
What we are doing
We have updated our rent and service charge letters to make them clearer and easier to read. Costs are now broken down so residents can better understand what they are paying for.
Thank you again to everyone who shared their views. Your feedback helps us improve services and make sure service charges provide good value.