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.
- Service Charges and Sinking Funds policy
This policy outlines our approach to calculating, apportioning, and recovering service charges in a fair, reasonable, and transparent way. It explains how we recover the costs of essential services that help maintain your building and local area, ensuring we provide safe and well-maintained homes.
The policy distinguishes between fixed and variable service charges, detailing how annual budgets are set and how year-end overpayments or underpayments are managed across different tenure types.
It also provides guidance on sinking funds (reserve funds), including how contributions are collected and managed to cover future major works, such as roof replacements or lift renewals.
In addition, the policy highlights our commitment to supporting residents who may experience financial hardship. It also explains residents’ rights to be consulted on significant changes and to challenge charges through independent dispute resolution processes.