Resident Consultation: Service Charges

Residents told us that grounds maintenance, communal cleaning and the upkeep of bin stores, gutters, windows, parking areas and other shared spaces were not always completed regularly or to the expected standard. Some residents said they were carrying out work themselves while still paying a service charge.

We will:

• Set minimum standards for grounds maintenance, communal cleaning, bin stores, guttering and parking areas
• Monitor contractors against these standards and share the outcomes with residents
• Introduce service inspections and resident audits
• Improve contractor communication, appointment management and the way problems are reported and resolved

Residents told us they do not always understand what their service charge covers, how charges are calculated or whether the services listed have been delivered. Some asked for published records of completed work.

We will:

• Provide a clearer annual statement in plain English
• Show which services are included and how charges are calculated
• Explain what was delivered during the year
• Show the actual costs

Residents told us that some charges appear to relate to services or facilities that are not available, including bin stores and caretaking. Some people living in houses also felt they paid similar amounts to flats despite receiving fewer communal services.

We will:

• Review services scheme by scheme
• Check that residents are only charged for services available to their home
• Review charges for facilities or services that do not exist or are not being delivered

Some residents told us they maintain flower beds, gardens, hallways, paths and other communal areas themselves. They asked for rebates, lower charges or the removal of charges where Cornerstone is not providing the service.

We will:

• Review whether charges remain appropriate where residents maintain shared areas
• Consider reducing charges where this is appropriate
• Consider using funds for other local services agreed with residents

Many residents were concerned about affordability and opposed paying more when current services were seen as inadequate. Residents said standards should improve before any increase is considered.

We will:

• Link any proposed future increase to clearly identified service improvements
• Consult residents before making significant changes
• Provide evidence of improved service delivery and value for money

A small number of residents said they may support higher charges if this led to clear improvements. Suggestions included more bin store cleaning, grass cutting in unmanaged areas and more regular maintenance of communal spaces.

We will:

• Use local feedback to identify which additional services residents may want
• Explain the proposed service, cost and expected improvement before asking residents to consider any change
• Make sure any proposal is supported by consultation and clear evidence of value for money

Some residents suggested creating a small local fund for unexpected communal work.

We will:

• Explore local contingency funds where residents support the approach
• Set clear governance and spending rules
• Report annually on the fund’s balance and spending

A small number of residents were satisfied with current charges, communal cleaning, grounds maintenance and Cornerstone’s overall customer service. We will use positive examples alongside resident concerns to understand what good service looks like and apply learning across our schemes.