Rent and other charges policies
Our rent policies explain how we set and collect charges, including rent and service charges.
They also outline the steps we may take if an account falls into arrears.
- Refunds policy
This policy explains how to request a refund and what you can expect from us.
It outlines when a refund may be available, the checks we carry out before processing a request, and how to get in touch with us to apply.
- Rent Setting policy
This policy explains how we set and review rents and charges across our homes.
It outlines the legal, regulatory and government requirements we must follow, as well as the factors we consider when setting rents, including affordability, local market conditions and residents’ individual circumstances.
The policy also explains when and how rents and charges may change, and how we will communicate any updates to residents.
Our aim is to make sure that rents remain fair, transparent and affordable, while providing the income needed to maintain safe, high-quality homes and services.
- Service Charges and Sinking Funds policy
This policy explains how we calculate, allocate, and recover service charges in a fair, reasonable, and transparent way. It sets out how we recover the costs of essential services that help maintain your building and local area, ensuring homes are safe and well cared for.
The policy distinguishes between fixed and variable service charges, including how annual budgets are set and how any overpayments or underpayments at the end of the year are managed across different tenancy types.
It also explains how sinking funds (or reserve funds) work. These funds are built up over time through regular contributions to cover the cost of major future works, like as roof replacements.
In addition, the policy highlights our commitment to supporting residents who may experience financial difficulties. It outlines your rights to be consulted on significant changes and explains how you can challenge service charges through independent dispute resolution processes.