Case study: Amendments made to the Shared Ownership Service Charge Review Letter

Last years letter was not clear about how the service charge underpayment would be recovered for those customers who pay by Direct Debit.It did not specify which month the payments would increase from, to cover the deficit, or how many months this would be spread over.

This lead to many customers thinking that the whole amount would be taken in one go on the next Direct Debit, generating expressions of dissatisfaction. For customers expecting a refund due to an overpayment of service charges, the letter was not clear about when they would receive the refund.  

Why this mattered

• Customers paying by Direct Debit needed clear information about how a service charge underpayment would be recovered and how this would affect their payments. 
• Unclear wording could cause confusion, worry, complaints or unexpected financial pressure. 
• Acting on customer feedback demonstrates that customers are listened to and can influence how services are delivered. 
• Clearer communication helps customers understand what to expect, make informed financial decisions and contact us promptly if they need support. 
• A joint Income and Finance approach ensures information is accurate, consistent and transparent.

What action did we take 

This is the wording on last year’s letter (2025):

The charge or credit will be added to your account in October 2025. If you currently pay by Direct Debit we will automatically amend your existing payments or arrange a refund as necessary, so you don’t need to take any further action.  If you pay by an alternative method, please amend your payment following receipt of the charge or credit note.

This has been amended in agreement with Income & Finance Teams to:

The charge or credit will be added to your account in October 2026. If you pay by Direct Debit and have a balance to pay, we will recalculate your payments and spread the amount across your instalments from November 2026. We will send you a new payment schedule. If you are due a refund, this will be paid directly into your bank account by the end of October 2026. If you pay by an alternative method, please amend your payment following receipt of the charge or credit note.

What difference did it make

This has resulted in reduced contact into the Trust following this letter going out to affected shared-ownership customers. 

How does this support compliance with the standard: 

The most relevant outcomes are:

• Engagement with tenants (1.3.1): taking customers’ views into account when deciding how services are delivered and explaining how their feedback has been considered.
• Information about landlord services (1.4.1): communicating information that enables customers to understand the service and what to expect.
• Diverse needs (2.1.2), where applicable: ensuring communication is clear, accessible, relevant, timely and appropriate.

"Collaboration between Finance and Income can lead to better outcomes for customers and cut unnecessary contact into the Trust"  – Rent Accounting Officer