25 January 2018 Communicating clearly with tenants · Communicating clearly with tenants Ben...

Communicating clearly with tenants

Ben Whitmore | tripartum.com

CHC Communications Conference25 January 2018

Interested in the opportunities presented by data driven documents

Unsung heroes of communications

What makes these types of documents important

Illustrate some of the possibilities from other sectors as well as HA’s

They’re a bit boring aren’t

they?

Does this really invite you to read it?

Information overload

Attention span getting shorter

Personalising information

Turn something that is fairly dull into something that is more engaging

Help people make sense of the service delivery

One Housing Group Limited is a registered society under the Co-operative and Community Benefit Societies Act 2014. Registration number: 20453R. Homes and Communities Agency number: LH0171. Registered office: 100 Chalk Farm Road, London NW1 8EH.

Mr Joe Bloggs Citystyle Suttons Wharf South 44 Palmers Road London E2 0TA Reference: T000545 Property: 45/5465 9 June 2016 Dear Mr Joe Bloggs Re: Service Charges for Office, 44 Palmers Road, London, E2 0TA Please find enclosed the details of your annual service charge review. Along with this letter you will find: Service charge demand for 2016-2017 This notice will give you the details of your new charges effective from Friday 1 April 2016. Property budget This provides a brief overview of the charges for your property. Unit apportionment Information on how much you will be expected to contribute towards the property. Period summary Information on how much you should pay and when. Property budget analysis A detailed assessment of your new service charges Information about your charges A guide to your new service charges, including the summary of tenants’ rights and obligations. Should you have any questions about your service charges, please contact your Home Ownership Advisor. Yours sincerely

Dan Oehlman Head of Service Charge & Rents

One Housing Group Limited is a registered society under the Co-operative and Community Benefit Societies Act

2014. Registration number: 20453R. Homes and Communities Agency number: LH0171. Registered office: 100 Chalk

Farm Road, London NW1 8EH.

Mr Joe Bloggs Citystyle Suttons Wharf South

44 Palmers Road

London E2 0TA Reference: T000545

Property: 45/5465

9 June 2016

Dear Mr Joe Bloggs

Re: Service Charge demand for Office, 44 Palmers Road, London, E2 0TA

We hereby give you notice that from Friday 1 April 2016, your new charges are as follows:

Eligible Services £108.73 per month

Total £108.73 per month

Your charges have been reviewed in accordance with the terms within your lease

agreement and this letter is a formal demand as per your lease requirements. Failure to

pay the above amount as demanded could result in legal action.

Direct Debit is our preferred method of payment. If you are not yet paying by direct debit,

please contact me using the details provided below. The first monthly payment will be

collected on or immediately after Friday 1 April 2016.

Should you be in receipt of any financial assistance for your unit, you may be required to

provide this information. Please contact the relevant organisation immediately.

Yours sincerely


The landlord hereby gives notice that under Section 47 & 48 of the Landlord and Tenant Act 1987, all

notices on the landlord should be served to the following address:

One Housing Group Limited, Suttons Wharf South, 44 Palmers Road, London E2 0TA

Unit apportionment For Unit: Office, 44 Palmers Road, London, E2 0TA The amount for which you are liable has been calculated as follows:

Property Budget Unit

Percentage Total 1: Estate 2: Suttons Wharf South 3: Commercial

162,400.00 16,000.00

200.00

0.2300% 4.5700%

100.0000%

373.52 731.20 200.00

Unit Total £1,304.72 Period Summary The amount you will be expected to pay each period (weekly/monthly) is as follows:

Charge Period Amount Eligible Services Ineligible Services

Monthly Monthly

108.73 0.00 Unit Total £108.73

The landlord hereby gives notice that under Section 47 & 48 of the Landlord and Tenant Act 1987, all notices on the landlord should be served to the following address: One Housing Group Limited, Suttons Wharf South, 44 Palmers Road, London E2 0TA

Property budget For Property: Suttons Wharf South, 44 Palmers Road, E2 0TA The budget for the period 01/04/2016 to 31/03/2017 has been set as follows:

Expenditure Total

Schedule 1: Estate

External Cleaning Concierge Services Schedule 1 Total

Schedule 2: Suttons Wharf South

Fabric Repairs Window Cleaning Electricity Schedule 2 Total

Schedule 3: Commercial

Insurance Schedule 3 Total

2,400.00 160,000.00 162,400.00

5,000.00 7,500.00 3,500.00

16,000.00

200.00 200.00

Budget Total £178,600.00


Property budget analysis

Expenditure 2015-16 2016-17 % difference Comments

Schedule 1: Estate

External Cleaning

Concierge Services


Fabric Repairs Window Cleaning Electricity


Insurance

2,000.00 160,000.00

4,500.00 8,000.00 3,500.00

200.00

2,400.00 160,000.00

5,000.00 7,500.00 3,500.00

200.00

20.00%

0.00%

11.11% -6.25% 0.00%

0.00%

Increase from 2 to 3 day a week cleaning

Increase to cover expected expenditure

Reduction due to improved contract terms

Budget Total 178,200.00 178,600.00 0.22%

Things are changing

Housing sector is undergoing rapid change

• customer expectations and experiences

• technological solutions are advancing

• move to digital with information self service and customer portals

• greater choice for customers

• competition from other service providers

Creating better customer

experiences

What makes this type of document important?

Unique opportunity for reinforcing core brand values

• you have to send them

• people pay attention to these documents

• they are personalised

• content is directly relevant to the recipient

A considered approach to ‘service documents’ can reduce cost-to-serve

Why should you care about bills and statements?

Underpins customer relationship

• build trust and transparency

• create a positive customer experience

• information should be easy to understand

• provide additional content to set fiscal information in context

• exceed customer expectation

Making communications work harder

Cu

sto

mer

exp

eri

en

ce

GenericLimited design value and often confusing to understand

Data driven appearance

Difficult to make changes

High cost-to-serve through poor customer experience

DesignedDesign led approach for engaging presentation

Greater degree of clarity

Incorporate opportunities for marketing

New products and services more easily integrated

Change in customer behaviour

Reduced cost-to-serve

PersonalClear information available in channel of choice

Unified design philosophy

Context driven marketing of relevant products, offers and services

Offer and open up opportunities for data analysis

Continuous improvement driving customer satisfaction and revenue

Digital ambition / transformation

At the heart of the customer relationship

Requirements gathering

Which documents are the key ones?

How many are there and is there any duplication?

Who has ownership / is responsible for them?

What are the ‘pain points’?

How are they produced and processed?

What regulatory requirements are there?

Making sense of information

Why do they need to be redesigned and what do we need to take account of?

Who are the documents aimed at?

How do people use them and what for?

Content creation / Informed action

What are you trying to say?

What’s the best way to say it?

What information do you want / need / have to provide?

What do you want the recipient to do?

What’s the best way of providing this information

Delivery channels (print, portal, email, SMS, social and so on)

Design considerations

Workflow / Business rules and logic

Existing or new data

Document composition technologies

Capabilities of back office (housing management) systems

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4.9.17

ACTUAL annual service charges

1 April 2016 to 31 March 2017

For the attention of

Title Name SurnameAddress Line 1 Address Line 2 Address Line 3 Address Line 4

POSTCODE

DD Month YYYY

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4.9.17

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4.9.17

ACTUAL annual service charges

1 April 2016 to 31 March 2017

For the attention of

Title Name SurnameAddress Line 1 Address Line 2 Address Line 3 Address Line 4

POSTCODE

DD Month YYYY

Your ACTUAL annual service charges 1 April 2016 to 31 March 2017

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4.9.17

Dear Name Surname

Welcome to your new personalised service charge

booklet.

We want to make sure that the way your service charge

had been calculated is easier to understand. We have

provided explanations of instances where charges are

significantly different to the previously estimated charges. You will also see that the booklet is more personalised

ad only contains information relevant to you and your

property.

We have prioritised value for money and it is important

you know we have managed to produce this booklet

without having to resort to passing on any additional cost

to residents.

We hope you find the changes we have made helpful. We want to continually improve our communications to

you, so if you have any comments on this booklet please

go to:

www.peabody.org.uk/service-charges-for-homeowners

Richard Blakey

Finance Director – Landlord,

Communities and Care at Peabody

00 Month 2017

Page 1

ACTUAL annual service charges for 2016-17

Page 2

Service charge demand 1 April 2016 to 31 March 2017

Page 3

Breakdown of the ACTUAL annual service charges for 2016-17

Page 6

Breakdown of the total estate and block costs

Page 7

Tenants’ Rights and Obligations

Page 9

What do my service charges pay for?

Page 12

Data Protection Statement

Contents Overview

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4.9.17

Please quote/use your

tenancy reference number 111997/00 for each payment option

Credit / Debit cardIf you wish to make a payment using

your credit or debit card, please contact

Peabody Direct

on 0800 022 4040 (free from BT landlines only) or 020 7021 4444 Monday to Friday 8am to 8pm

Online bankingYou can transfer money directly using Online

banking.

Our bank details are:

Bank: Coutts & Co

Account Number: 08474885

Sort Code: 18-00-02

ChequeYou can send us a cheque made payable to

Peabody Trust.

Please send cheques to:

Leasehold Team

Peabody

Albion House

20 Queen Elizabeth Street

London

SE1 2RJ

Don’t forget to put your address and

tenancy reference number on the back of

the cheque.

We have confirmed the ACTUAL service charges for the period 1 April 2016 to 31 March 2017

£1,568.98The following pages provide a breakdown of these

charges and a comparison with the ESTIMATED figures we sent 18 months ago.

The additional amount you need to pay is

£209.71Please make arrangements to pay this within 30 days using

one of the options shown.

If you are unable to do so, please let us know so we can

discuss the options available to you.

If you have any queries about your calculations or the

service provided, or would like to set up a Direct Debit

please call Peabody Direct


or email

[email protected]

or write to us at

Rents and Service Charges Team Peabody 45 Westminster Bridge Road London SE1 7JB


ACTUAL annual service charges — 1 April 2016 to 31 March 2017 Page 1

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.9.17

We have confirmed the ACTUAL service charges for the period 1 April 2016 to 31 March 2017

£1,348.97The following pages provide a breakdown of these

charges and a comparison with the ESTIMATED figures we sent 18 months ago.

There is a credit due for the 2016-17 service charges

£10.30 crThis represent the difference between the ESTIMATED cost and the ACTUAL costs.

You don’t need to let us know if you want to leave the

credit on your account. Alternatively you can ask for the

• next monthly payment to be reduced by this amount,

or

• credit to be returned to you (please allow 15 working

Days for the refund to be processed).

Please note that you may not be eligible for a refund of

the credit, if your account is currently in arrears.

If you have any queries please call Peabody Direct


or email

[email protected]

or write to us at

Rents and Service Charges Team Peabody 45 Westminster Bridge Road London SE1 7JB



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Tenancy reference{Tenancy reference)

To The Tenant

Mr N Surname

Address Line 1

Address Line 2

Address Line 3

Address Line 4

Address Line 5

POSTCODE

From The Landlord

Peabody Trust

45 Westminster Bridge Road

London

SE1 7JB

ImportantThis demand is issued in accordance with

sections 47 & 48 of the Landlord and Tenant

Act 1987. Notices can be served to the

address given above.

The additional amount you need to pay is

£209.71

Service charge demand 1 April 2016 to 31 March 2017

Page 2 ACTUAL annual service charges — 1 April 2016 to 31 March 2017

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How we’ve calculated the ACTUAL amount you need to pay for 2016-17Description ACTUAL costs for

the estate and block where you

live for 2016-17

The proportion of the ACTUAL costs

that apply to your property

Amount of the ACTUAL costs and other charges that

you need to pay

ACTUAL estate costs

Gardening and Grounds Maintenance £3,000.00 6.667% £200.01

Repairs and Maintenance £1,200.00 6.667% £80.00

Electricity £148.00 6.667% £9.87

£4,348.00

ACTUAL block costs

Cleaning £2,000.00 16.667% £333.34


Electricity £200.00 16.667% £33.33

Communal TV Aerial £18.00 16.667% £3.00

Entry Phone £131.00 16.667% £21.83

£3,849.00

Other charges

Management fee £159.03

Insurance £110.00

Audit Fee £10.00

Reserve Fund Contribution £358.56

The ACTUAL amount we spent on your property £1,568.98

The amount we ESTIMATED £1,359.27

The amount due £209.71

These costs have been calculated in accordance with the terms of your lease.

None of the above costs relate to works in respect of which a grant has been paid or is due to

be paid under the Housing Act 1985.

This statement does not include arrears or prepayments on your account. These are notified to you separately.

This service charge statement does not include any major works or improvement costs. Where

applicable, these costs are invoiced separately from annual service charges.

Breakdown of the ACTUAL annual service charges

for 2016-17


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How we’ve calculated the ACTUAL amount you need to pay for 2016-17Description ACTUAL costs for

the estate and block where you

live for 2016-17

The proportion of the ACTUAL costs

that apply to your property

Amount of the ACTUAL costs and other charges that

you need to pay

ACTUAL estate costs

Gardening and Grounds Maintenance £3,000.00 6.667% £200.01


Electricity £148.00 6.667% £9.87

£4,348.00

ACTUAL block costs

Cleaning £2,000.00 16.667% £333.34


Electricity £200.00 16.667% £33.33

Communal TV Aerial £18.00 16.667% £3.00

Entry Phone £131.00 16.667% £21.83

£3,849.00

Other charges

Management fee £159.03

Insurance £110.00

Audit Fee £10.00

Reserve Fund Contribution £358.56

The ACTUAL amount we spent on your property £1,568.98

The amount we ESTIMATED £1,359.27

The amount due £209.71

These costs have been calculated in accordance with the terms of your lease.

None of the above costs relate to works in respect of which a grant has been paid or is due to

be paid under the Housing Act 1985.

This statement does not include arrears or prepayments on your account. These are notified to you separately.

This service charge statement does not include any major works or improvement costs. Where

applicable, these costs are invoiced separately from annual service charges.

Breakdown of the ACTUAL annual service charges

for 2016-17


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How the ACTUAL amount for your property compares with the ESTIMATED amountDescription The ESTIMATED

costs and other charges for

2016-17 were

These have gone up / down by

The ACTUAL costs and other charges

for 2016-17 are

Estate costs

Gardening and Grounds Maintenance £153.41 £46.60 £200.01

This has increased by 30.38%

Repairs and Maintenance £86.71 -£6.71 £80.00

Electricity £8.34 £1.53 £9.87

Block costs

Cleaning £316.73 £16.61 £333.34

Repairs and Maintenance £116.69 £133.32 £250.01


Electricity £33.34 -£0.01 £33.33

Communal TV Aerial £3.25 -£0.25 £3.00

Entry Phone £21.80 £0.03 £21.83

Other charges

Management fee £140.00 £19.03 £159.03


Insurance £120.00 -£10.00 £110.00

Audit Fee £10.00 £0.00 £10.00

Reserve Fund Contribution £349.00 £9.56 £358.56

Total £1,359.27 £209.71 £1,568.98This has increased by 15.43%

Differences between Service Charge Actuals and Estimates

Peabody always aims to estimate your future charges as accurately as possible. However, at

the end of the year your actuals can differ from your estimates. Common reasons for this can include:

• Caretaking costs may vary from actuals where the number of caretaking hours spent on an

estate has been increased or decreased to better reflect estate needs.

• Gardening and Grounds Maintenance charges may vary as a result of changes in the

amount of work done either by the contractor, or our in house team.

• Repairs and Maintenance costs are responsive and therefore challenging to estimate

accurately. Actual costs reflect the number of repairs carried out.

Breakdown of the ACTUAL annual service charges for 2016-17 continued


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4.9.17

• Insurance costs have generally increased as a result of Insurance Premium Tax being

increased by 0.5%. This was announced in the 2017 Budget after estimates had been issued. The number of claims experienced also impacts on the actual figure due at the end of the financial year.

• When an estate is managed by a Managing Agent, charges are calculated by that

managing agent. Peabody works on your behalf to try and secure value for money but

variances do occur due to changes in the cost of services provided by the managing agent.

• In some instances an estimate may not have been set, this can occur where a service is

introduced after the estimates were finalised.

Please note that not all services apply to all estates. If you have more detailed questions about

variances seen in your accounts, or would like information on other variances then please

contact Peabody Direct


Reserve / Sinking fund relating to your propertyDescription Amount

Estate costs

Balance Brought Forward £638.26

Contributions during the year £807.74

Interest Received £2.38

Closing balance £1,448.38



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How the ACTUAL amount for your property compares with the ESTIMATED amountDescription The ESTIMATED


2016-17 were



for 2016-17 are

Estate costs

Gardening and Grounds Maintenance £153.41 £46.60 £200.01


Repairs and Maintenance £86.71 -£6.71 £80.00

Electricity £8.34 £1.53 £9.87

Block costs

Cleaning £316.73 £16.61 £333.34

Repairs and Maintenance £116.69 £133.32 £250.01


Electricity £33.34 -£0.01 £33.33


Entry Phone £21.80 £0.03 £21.83

Other charges

Management fee £140.00 £19.03 £159.03


Insurance £120.00 -£10.00 £110.00

Audit Fee £10.00 £0.00 £10.00

Reserve Fund Contribution £349.00 £9.56 £358.56

Total £1,359.27 £209.71 £1,568.98This has increased by 15.43%

Differences between Service Charge Actuals and Estimates

Peabody always aims to estimate your future charges as accurately as possible. However, at

the end of the year your actuals can differ from your estimates. Common reasons for this can include:

• Caretaking costs may vary from actuals where the number of caretaking hours spent on an

estate has been increased or decreased to better reflect estate needs.

• Gardening and Grounds Maintenance charges may vary as a result of changes in the

amount of work done either by the contractor, or our in house team.

• Repairs and Maintenance costs are responsive and therefore challenging to estimate

accurately. Actual costs reflect the number of repairs carried out.



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How the total ACTUAL amount for the estate and block compares with the total ESTIMATED amountDescription The ESTIMATED


2016-17 were



for 2016-17 are

Estate costs

Gardening and Grounds Maintenance £2,300.00 £700.00 £3,000.00


Repairs and Maintenance £1,300.00 -£100.00 £1,200.00

This has decreased by 7.69%

Electricity £125.00 £23.00 £148.00


Total estate costs £3,725.00 £623.00 £4,348.00This has increased by 16.72%

Block costs

Cleaning £1,900.00 £100.00 £2,000.00


Repairs and Maintenance £700.00 £800.00 £1,500.00

This has increased by 114.29%%

Electricity £200.00 £0.00 £200.00



Entry Phone £130.80 £0.20 £131.00

Total block costs £2,950.30 £898.70 £3,849.00This has increased by 30.46%

Total estate and block costs £6,675.30 £1,521.70 £8,197.00This has increased by 22.80%


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1. This summary, which briefly sets out your rights and obligations in relation to variable service charges, must by law accompany a demand for service charges. Unless a

summary is sent to you with a demand, you may withhold the service charge. The

summary does not give a full interpretation of the law and if you are in any doubt about

your rights and obligations you should seek independent advice.

2. Your lease sets out your obligations to pay service charges to your landlord in addition

to your rent. Service charges are amounts payable for services, repairs, maintenance,

improvements, insurance or the landlord’s costs of management, to the extent that the

costs have been reasonably incurred.

3. You have the right to ask the First-tier Tribunal to determine whether you are liable to

pay service charges for services, repairs, maintenance, improvements, insurance or

management. You may make a request before or after you have paid the service charge. If the tribunal determines that the service charge is payable, the tribunal may

also determine –

• who should pay the service charge and who it should be paid to;

• the amount;

• the date it should be paid by; and

• how it should be paid.

However, you do not have these rights where –

• a matter has been agreed or admitted by you;

• a matter has already been, or is to be, referred to arbitration or has been determined

by arbitration and you agreed to go to arbitration after the disagreement about the service charge or costs arose; or

• a matter has been decided by a court.

4. If your lease allows your landlord to recover costs incurred or that may be incurred in

legal proceedings as service charges, you may ask the court or tribunal, before which

those proceedings were brought, to rule that your landlord may not do so.

5. Where you seek a determination from the First-tier Tribunal, you will have to pay an

application fee and, where the matter proceeds to an oral hearing, a hearing fee,

unless you qualify for fee remission or exemption. Making such an application may incur

additional costs, such as professional fees, which you may have to pay.

6. The First-tier Tribunal and the Upper Tribunal (in determining an appeal against a decision

of the First-tier Tribunal) have the power to award costs in accordance with section 29 of

the Tribunals, Courts and Enforcement Act 2007.

Tenants’ Rights and Obligations


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How the total ACTUAL amount for the estate and block compares with the total ESTIMATED amountDescription The ESTIMATED


2016-17 were



for 2016-17 are

Estate costs

Gardening and Grounds Maintenance £2,300.00 £700.00 £3,000.00


Repairs and Maintenance £1,300.00 -£100.00 £1,200.00


Electricity £125.00 £23.00 £148.00


Total estate costs £3,725.00 £623.00 £4,348.00This has increased by 16.72%

Block costs

Cleaning £1,900.00 £100.00 £2,000.00


Repairs and Maintenance £700.00 £800.00 £1,500.00

This has increased by 114.29%%

Electricity £200.00 £0.00 £200.00



Entry Phone £130.80 £0.20 £131.00

Total block costs £2,950.30 £898.70 £3,849.00This has increased by 30.46%

Total estate and block costs £6,675.30 £1,521.70 £8,197.00This has increased by 22.80%


One Housing Group Limited is a registered society under the Co-operative and Community Benefit Societies Act 2014. Registration number: 20453R. Homes and Communities Agency number: LH0171. Registered office: 100 Chalk Farm Road, London NW1 8EH.

Mr Joe Bloggs Citystyle Suttons Wharf South 44 Palmers Road London E2 0TA Reference: T000545 Property: 45/5465 9 June 2016 Dear Mr Joe Bloggs Re: Service Charges for Office, 44 Palmers Road, London, E2 0TA Please find enclosed the details of your annual service charge review. Along with this letter you will find: Service charge demand for 2016-2017 This notice will give you the details of your new charges effective from Friday 1 April 2016. Property budget This provides a brief overview of the charges for your property. Unit apportionment Information on how much you will be expected to contribute towards the property. Period summary Information on how much you should pay and when. Property budget analysis A detailed assessment of your new service charges Information about your charges A guide to your new service charges, including the summary of tenants’ rights and obligations. Should you have any questions about your service charges, please contact your Home Ownership Advisor. Yours sincerely


One Housing Group Limited is a registered society under the Co-operative and Community Benefit Societies Act

2014. Registration number: 20453R. Homes and Communities Agency number: LH0171. Registered office: 100 Chalk

Farm Road, London NW1 8EH.

Mr Joe Bloggs Citystyle Suttons Wharf South

44 Palmers Road

London E2 0TA Reference: T000545

Property: 45/5465

9 June 2016

Dear Mr Joe Bloggs

Re: Service Charge demand for Office, 44 Palmers Road, London, E2 0TA

We hereby give you notice that from Friday 1 April 2016, your new charges are as follows:

Eligible Services £108.73 per month

Total £108.73 per month

Your charges have been reviewed in accordance with the terms within your lease

agreement and this letter is a formal demand as per your lease requirements. Failure to

pay the above amount as demanded could result in legal action.

Direct Debit is our preferred method of payment. If you are not yet paying by direct debit,

please contact me using the details provided below. The first monthly payment will be

collected on or immediately after Friday 1 April 2016.

Should you be in receipt of any financial assistance for your unit, you may be required to

provide this information. Please contact the relevant organisation immediately.

Yours sincerely


The landlord hereby gives notice that under Section 47 & 48 of the Landlord and Tenant Act 1987, all

notices on the landlord should be served to the following address:

One Housing Group Limited, Suttons Wharf South, 44 Palmers Road, London E2 0TA

Unit apportionment For Unit: Office, 44 Palmers Road, London, E2 0TA The amount for which you are liable has been calculated as follows:

Property Budget Unit

Percentage Total 1: Estate 2: Suttons Wharf South 3: Commercial

162,400.00 16,000.00

200.00

0.2300% 4.5700%

100.0000%

373.52 731.20 200.00

Unit Total £1,304.72 Period Summary The amount you will be expected to pay each period (weekly/monthly) is as follows:

Charge Period Amount Eligible Services Ineligible Services

Monthly Monthly

108.73 0.00 Unit Total £108.73


Property budget For Property: Suttons Wharf South, 44 Palmers Road, E2 0TA The budget for the period 01/04/2016 to 31/03/2017 has been set as follows:

Expenditure Total

Schedule 1: Estate

External Cleaning Concierge Services Schedule 1 Total


Fabric Repairs Window Cleaning Electricity Schedule 2 Total


Insurance Schedule 3 Total

2,400.00 160,000.00 162,400.00

5,000.00 7,500.00 3,500.00

16,000.00

200.00 200.00

Budget Total £178,600.00


Property budget analysis

Expenditure 2015-16 2016-17 % difference Comments

Schedule 1: Estate

External Cleaning

Concierge Services


Fabric Repairs Window Cleaning Electricity


Insurance

2,000.00 160,000.00

4,500.00 8,000.00 3,500.00

200.00

2,400.00 160,000.00

5,000.00 7,500.00 3,500.00

200.00

20.00%

0.00%

11.11% -6.25% 0.00%

0.00%

Increase from 2 to 3 day a week cleaning

Increase to cover expected expenditure

Reduction due to improved contract terms

Budget Total 178,200.00 178,600.00 0.22%

For the attention ofMr A & Mrs B Sample

43 Sample WaySampleton

Sampleshire

SM6 2FF

20 March 2017

YOUR ANNUAL SERVICE CHARGE REVIEW

1 APRIL 2017 TO 31 MARCH 2018

For the attention ofMr A B Sample

The RidingsSample Street

SamplevilleSampleton

ED3 5YT

20 March 2017

YOUR ANNUAL SERVICE CHARGE AND RENT REVIEW

3 APRIL 2017 TO 31 MARCH 2018

WELCOME TO THE FUTURE OFSERVICE CHARGES AND RENTS

First of all, welcome to your all new service charge and rent booklet. We’vebeen listening to the comments made by residents and we’re excited to showyou what we have done.

We recently helped develop a rent and service charge management systemwith Trace Solutions. Trace already provide software solutions to 8 of the 10UK’s biggest property management companies. Between us, we developed theadded functionality to create something unique; the first system to accuratelymanage service charges and rents for all tenures in England and Wales.

Such has been the success of the system, many large housing associations arenow trying to follow suit.

Our new system is more efficient, better at record keeping and requires lesshuman intervention, which in turn increases accuracy.

Using schedulesOne big difference you may notice are the use of schedules to work out howmuch you should contribute. These schedules look at the different servicesprovided to you and make sure you are paying the right amount. They alsohelp demonstrate that you are only contributing to what you should under theterms of your Agreement. Schedules can help deal with complicateddevelopments clearly and accurately and have become the way most propertymanagement companies divide costs to each property. We know this is a bigchange, so if you have any questions about the new format, please contactyour advisor on the details provided.

Our new bookletIt’s with great pride that we present to you our latest improvement; ourpersonalised service charge booklet. Each booklet is created specifically foryou and your property, containing only information relevant to you.

Working with TriPartum, we have generated the booklet to be as helpful to youas possible. It’s another area where we’re leading the sector and part of ourdesire to offer the best possible information on service charges and rents.

As this is our first time producing this type of document, we’d love to hearwhat you think. Good or bad, all feedback will go to making furtherimprovements and providing you with the best possible service. Please emailany feedback to us at: [email protected]

Thank you,

Service Charge and Rents Team

1

Hello!

I’m Barbara your Home Ownership Advisor. I have worked in the housingsector since the 1990s and joined One Housing in 2008. Using myexperience in various roles within the sector I hope to make a positivedifference to people’s lives. I love my job and outside of work enjoylooking after my grandchildren, travelling and spending time with myfamily who keep me very busy!

As part of my role as your Home Ownership Advisor I will be makingregular estate inspections to ensure that the services we provide aremeeting expectations and the property is a clean and safe environmentfor all residents. If you do see me and have any queries please do comeand say hello and I will be happy to help in any way I can.

Barbara CosterHome Ownership Advisor

Tel

020 8821 5140Email

[email protected] contact the Home Ownership Advice hotline on

0300 123 2034Select option 1

Your agreement Reference is

H0008662/02Your property reference is

TESTTP004300

Hello!

I’m Reema your Housing Officer. I’ve worked for One Housing since 2007

and prior to this, I had worked for a charity providing supported housing

for vulnerable people. I have a genuine interest in helping people and I am

aware of the issues and challenges residents face on a daily basis. I

believe in being an advocate, providing support and working closely with

stakeholders to ensure the interests of our residents are heard and

addressed.

As part of my role I will be making regular estate inspections to ensure

that the services we provide are meeting expectations and the property

is a clean and safe environment for all residents. If you do see me and

have any queries please do come and say hello and I will be happy to

help in any way I can.

Reema Begum

Housing Officer

Tel

020 7428 4180

Email

[email protected]


H0070077/10

Your property reference is

TESTOH00019

Hello!

My name is Farhana Ahmed, Housing Officer managing properties in

Reading, Thatcham and Newbury area. I have been working with One

Housing since 2005 and started as a temp. I enjoy my job as no day is the

same.

As part of my role I will be making regular estate inspections to ensure

that the services we provide are meeting expectations and the property

is a clean and safe environment for all residents. If you do see me and

have any queries please do come and say hello and I will be happy to

help in any way I can.

Farhana Ahmed

Housing Officer

Tel

020 8821 5333

Email

[email protected]


TEST0074/01

Your property reference is

TESTC000100

Funds collected are held in an interest-earning bank account, known as 'sinkingfunds', until they are required. If your service charge includes a 'sinking fund',you will see an entry for this on your service charge schedule. Your statementof actualised account will also state the amount contributed to the 'sinkingfund' in a year and detail any amounts paid out from it for works at your block.If we plan any major works for your block, we will make it clear as part of ourconsultation process if money from the 'sinking fund' will be used to paytowards the works.

InsuranceThe freeholder is responsible for arranging buildings insurance cover. However,if you are a leaseholder or shared owner, you will need to pay a contribution tothe overall premium. This contribution to insurance is based on the size andtype of your property.

If an incident occurs and you wish to enquire about making a claim on thebuildings insurance please contact your Home Ownership Advisor, theircontact details can be found on the first page of this booklet. We can provideguidance on how to make a claim and explain the insurance claim process toyou.

As with most insurance policies, there is an excess set, depending on the typeof claim. This may affect whether making a claim is financially viable. While theinsurance provider is considering a claim, it is likely that they will inspect theproperty to assess the claim before making a decision on whether to acceptthe claim.

Examination feeIf you share some costs with four or more residents on a variable servicecharge arrangement, at the end of each year the accounts for your propertymust be examined by an auditor. The auditor is an independent qualifiedaccountant that inspects the year-end property account. If the auditor issatisfied there are no material errors they will certify the account and theproperty surplus or deficit for the year. The estimated fee is to cover the costof this examination and is charged to each property on a per unit basis.

Management feeOne Housing charges a management fee which covers the costs we incur as alandlord in managing the service charge and other costs associated withmanaging your property and account with us.

The management fee is a per unit charge. This means that all the propertieswith the same type of tenancy pay the same amount of management fee. Themanagement fee is calculated by working out the cost of managing ourproperties and then equally dividing this cost between those properties. Weuse this method as it is considered best practice and recommended by theRoyal Institute of Chartered Surveyors in their guidance on residential propertymanagement.

The estimated charge has been calculated by looking at the previous actualmanagement fee and making allowances for inflation and expectedexpenditure in the coming year. As with service charges, we do not make anyprofit from the management fee charged.

7

YOUR SERVICE CHARGES

What is a service charge?A service charge is an amount payable towards the cost of services or benefitsprovided for the resident of a property that falls outside of the chargesspecifically for their house or flat. For example, if you live in a flat with acommunal garden that you have the use of, your share of the cost ofmaintaining the garden is included in the service charge.

Another example would be the cleaning and maintenance of any communalareas such as an entrance lobby, stairwell or lifts. Your share of this cost wouldbe included in the service charge.

A service charge can also include estate charges. These are charges forservices provided to the estate on which your property is situated and caninclude street lighting, grounds maintenance or litter picking. For the purposesof this booklet, the term ‘service charge’ will also include ‘estate charges’. Werefer to a group of properties that share particular services as a ‘scheme’.

We make no profit from your service charge and it is how we recover thereasonable costs incurred in maintaining your block and the immediatesurrounding area. The details of what can be recovered are set out in yourLease.

How is the service charge calculated?We create estimated accounts at the beginning of the year. These are basedon the amount spent in previous years, with an uplift to take account ofinflation or other anticipated factors.

At the end of the year we look at the actual amount that has been spent andcompare it to the amount we estimated would be spent and calculate the finalservice charge amount. An independent examiner then certifies the accountsand within six months of year-end, we will send you a statement showing theactual cost of our services for that year. This will show whether your schemeoverall was in surplus or deficit.

Where we have spent less on providing services than we have charged for,there will be a credit on your account. This is called a surplus. Where we havespent more on providing services than we have charged for, there will be adebit on your account. This is called a deficit.

What services does the service charge cover?We provide a variety of services to the properties we manage to make surethat the block is safe and to maintain a good standard of living for ourresidents. A description of services which are provided and included in yourservice charge are listed in the following section ‘Services provided’. Yourservice charge may vary from other residents in your block. This is becausetheir lease or tenancy agreement may be subject to different service chargeterms and provisions.

Provisions for future expenditureLarge items such as door entry systems or lifts will need to be replaced at theend of their life. To plan for this we collect and set aside regular amounts forthese situations.

6

A hub of information for both new and existing customers alike Whether you are looking to sell or rent a property or simply looking for further useful information, take a look at our new site. You’ll find plenty of useful information here on how to get the best out of our services. You can also log into your property account to view your account balances and update contact details.

CITYSTYLE HAS LAUNCHED OUR NEW WEBSITE

CITYSTYLE.LONDON

11

FREQUENTLY ASKED QUESTIONS

Why have my charges gone up this year?In estimating charges for next year we have to consider inflation: priceincreases on goods and services. The current forecast for inflation in text ishigher than in previous years so estimated charges have been uplifted toaccount for this. This method of estimating costs is advised to reduce the riskof a deficit in your year-end accounts for text.

Why do some residents not contribute to repairsin their service charges?All residents do contribute towards repairs. However the method in which theycontribute depends on their tenure type. Residents who own or part own theirproperty will contribute to repair costs via their service charge. Residents whorent their property contribute via their rent. Importantly each property onlycontributes their proportion of costs. In no way does one resident subsidise thecosts of another.

Why am I being charged for pest control?Pest control is a reactive service that can be expensive if several visits arerequired. Where a cost may be incurred it is best practise to include aprovision for that cost to reduce the risk of a deficit in your year-end accounts.If this service is not required in the year then no cost will be included in yourfinalised text year-end accounts.

Why am I being charged for bulk rubbishcollection?Bulk rubbish collection is also a reactive service and a provision for costsshould be included in your estimated charges. Each collection of bulk rubbishby One Housing will increase any costs for the year. If residents have bulkrubbish that needs to be removed they should call the local council to arrangecollection.

Why am I paying more towards my service chargethan my neighbour?The cost is shared out among the units in a block or estate in a ‘reasonable’way. This can be equally split but may also be based on rateable value, floorarea or number of rooms. In some cases your Lease may set out the method ofapportioning costs.

10

Wooden floorsWooden floors are often a big contributor with noise complaints because theytransmit noise so easily. Carpets or rugs are a better choice in any flat and maybe required in your lease

SublettingYou normally need permission from your landlord to sublet your property. Youwill need to provide your landlord with your or your lettings agent’sleaseholder or shared owner contact details, the name and contact details ofthe tenant and a copy of your tenancy agreement with them. The tenant/sneed to be made aware of what is expected in your block, particularly underthe terms of your lease.

Satellite dishes and cable TVMost leases do not allow for leaseholders to fit their own satellite dishes. If youdo not have a communal dish, ask your agent whether this is possible. CableTV for a block will need to be routed through communal areas so you will needto ask for permission.

InsuranceThe building will be insured by the freeholder but you should insure your owncontents. Check that your contents insurance includes cover if a leak from yourflat damages the contents of a neighbours flat as you will be liable. If you willbe away from your flat for more than 30 days and the flat will be empty, pleaseinform your agent so that they can let the insurers know. If you do not do so itcan be the case that any claim for damage to your flat will be disallowed.

Keeping important informationKeep paperwork such as service charge and ground rent demands, annualactual accounts and budgets in a safe place.

RepairsAs a leaseholder or shared owner you are responsible for repairs necessaryinside your own flat. But communal repairs are generally the responsibility ofthe landlord or freeholder. Please see the next page to get an idea of whatworks you would be responsible for as a homeowner.

13

LEASEHOLDERS’ RESPONSIBILITIESWe are responsible for keeping the structure and exterior of our properties ingood condition. As a leaseholder it is important you are aware of yourresponsibilities and what you can do to ensure safety and enjoyment in yourhome.

Water leaksWater leaks are the most common cause of insurance claims within flats. If youare going away for more than two days please turn off the water at thestopcock in your flat.

Fire safetyDo not store petrol, Calor gas or paraffin heaters in your flat or on balconies.Do not light barbecues on a balcony.

Fire evacuationsKeep hallways and communal areas free of clutter such as bikes, prams, toys orrubbish sacks. These are dangerous in case of a fire and a tripping hazard evenif there is no fire.

RefusePut all your rubbish in the bins or chutes provided. Large household items canbe collected by your local council. Ensure you comply with any local recyclingprovisions.

SecurityAlways make sure that the communal block door is securely closed. Do not letanyone through a communal entry door if you don’t know them.

PetsRestrictions on pets vary from lease to lease and you will normally need to getpermission from the landlord or management company.

Gas servicingIf you have a gas boiler in your flat, we advise you get this serviced annually bya Gas Safe registered engineer.

Alterations and improvementsMost leases will require the freeholder’s permission except for minor changes.Failure to ask for permission may result in delays when selling your property.

NoiseNoise is the primary reason for complaints between neighbours. Pleaseconsider your neighbours and inform them of any unusual noise that maycause annoyance such as DIY works.

12

SERVICE CHARGES – SUMMARY OFTENANTS’ RIGHTS AND OBLIGATIONS

(1) This summary, which briefly sets out your rights and obligations in relationto variable service charges, must by law accompany a demand for servicecharges. Unless a summary is sent to you with a demand, you maywithhold the service charge. The summary does not give a fullinterpretation of the law and if you are in any doubt about your rights andobligations you should seek independent advice.

(2) Your lease sets out your obligations to pay service charges to yourlandlord in addition to your rent. Service charges are amounts payable forservices, repairs, maintenance, improvements, insurance or the landlord’scosts of management, to the extent that the costs have been reasonablyincurred.

(3) You have the right to ask the First-tier Tribunal to determine whether youare liable to pay service charges for services, repairs, maintenance,improvements, insurance or management. You may make a request beforeor after you have paid the service charge. If the tribunal determines thatthe service charge is payable, the tribunal may also determine —

who should pay the service charge and who it should be paid to;• the amount;• the date it should be paid by; and• how it should be paid.

However, you do not have these rights where —• a matter has been agreed or admitted by you;

• a matter has already been, or is to be, referred to arbitration or has beendetermined by arbitration and you agreed to go to arbitration after thedisagreement about the service charge or costs arose; or a matter hasbeen decided by a court.

(4) If your lease allows your landlord to recover costs incurred or that may beincurred in legal proceedings as service charges, you may ask the court ortribunal, before which those proceedings were brought, to rule that yourlandlord may not do so.

(5) Where you seek a determination from the First-tier Tribunal, you will haveto pay an application fee and, where the matter proceeds to an oralhearing, a hearing fee, unless you qualify for fee remission or exemption.Making such an application may incur additional costs, such asprofessional fees, which you may have to pay.

(6) The First-tier Tribunal and the Upper Tribunal (in determining an appealagainst a decision of the First-tier Tribunal) have the power to award costsin accordance with section 29 of the Tribunals, Courts and EnforcementAct 2007.

(7) If your landlord— proposes works on a building or any other premises thatwill cost you or any other tenant more than £250, or proposes to enterinto an agreement for works or services which will last for more than 12months and will cost you or any other tenant more than £100 in any 12month accounting period, your contribution will be limited to these

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REPAIR RESPONSIBILITIES

Type of repair Location Landlord Leaseholder or Shared Owner

Plumbing works

Clear communal blockage to main soil stack, rainwater pipes and gutters

Communal ✓

Clear blockage or repair leaking waste pipe

Communal ✓

Repair burst or leaking water pipe

Up to and including the main stopcock ✓

After the main stopcock in or to the flat or maisonette

✓

Repair or replace mains stopcockTo the block ✓Inside the property ✓

Clear blockage or repair leaking waste pipe, trap and fittings including branches up to the soil stack

Inside the property ✓

Heating and electrical works

Heating and hot water

Communal ✓Inside property ✓Flue liner ✓

Rewiring Communal ✓Renewal/repair of fittings Communal ✓Repairs to assist (alarm system) apparatus ✓

Repairs to communal door entry systems including all apparatus/headsets

Communal and inside the property ✓

Repairs to all fuses Inside the property ✓Renewal of fuse board Inside the property ✓Rewiring (up to lateral mains) Inside the property ✓Renewal/repairs of fittings Inside the property ✓

Repair to individual door bells Inside the property ✓

Ventilation systemCommunal ✓Inside the property ✓

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Underpinning customer engagement

Are our rent and service charge communications fit for purpose?

How do these documents sit alongside other communications we produce?

Could we think differently and adopt a more personalised approach?

Who are the stakeholders / has ownership?

What is your true cost to serve?

25 January 2018 Communicating clearly with tenants · Communicating clearly with tenants Ben...

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