Resident Engagement – Helping us shape our approach to service charges

Helping us shape our approach to service charges

Launched 01/07/2026
Closing 22/07/2026

We are currently reviewing and updating a policy that will guide how we set, manage and communicate service charges across the homes we manage. As part of this work, we want to hear directly from residents.

The policy will look at how service charges are calculated, how costs are shared, how clearly information is provided, and how we ensure our approach is fair, transparent and easy to understand.

No decisions have been made.

We are at an early stage, and this consultation is about understanding residents’ perspectives before the policy is agreed.

Why are we asking for your views?

We believe that any policy about service charges should be informed by the views of the people most affected. Your feedback will help us shape a clear, fair and transparent approach.

We are particularly interested in your views on:

• What principles should guide how service charges are set and reviewed
• What matters most to residents about fairness and value for money
• How we can ensure charges are clear, transparent and easy to understand
• How and when residents should be informed about changes to service charges
• What support or explanations residents would expect regarding their charges

Your views will help ensure the policy reflects residents’ experiences and priorities.

What this means for you

Taking part in this consultation will not affect your current tenancy or the services you receive. Choosing whether or not to respond will also have no impact on your housing situation.

Any future service charge arrangements would:

• Follow the agreed policy
• Comply with all legal requirements and relevant housing regulations
• Be applied consistently and transparently
• Be communicated clearly and in good time

How to share your views

We welcome your thoughts, questions and suggestions to help shape the policy.

You can get in touch with us:

• By email: mail@cornerstonehousing.net
• By online form: using the form on this page
• By phone: 01392 273462 (Option 3)
• In writing: Cornerstone Housing, Western Way, Exeter, EX1 1AL
• In person: At our reception in Western Way (open daily 10.00–12.00 and 2.30–4.30)

If you would prefer to discuss this in conversation, we can arrange a call or meeting at a time that suits you. If you would rather speak to a resident on our Resident Engagement Panel, that can also be arranged.

The consultation is open until Wednesday 22th July 2026

Thank you

Thank you for taking the time to consider this consultation. Your feedback is important and will help us develop a policy that is open, fair and informed by residents’ views.