Tenant service charges

If you live in a block of flats or a supported housing scheme, we changed the way we charge you for rent and other services in April 2017. This is known as 'depooling' of rent and service charges. The total that you pay each week is no different than if we had continued to charge the whole amount as rent.

The amounts you are charged for the services you receive are calculated by dividing the total cost of each service for your block by the number of tenants.

Your 2019-2020 annual rent letter may show:

Special charges

Special charges cover items such as payment for a personal alarm system and pendant, or heating costs in our Chapel Street and Rosebery Way flats.

Support charges

You may notice that your support charge appears to have reduced for 2019-2020. In fact, you will continue to pay the same amount for support costs, but we have changed the way we account for these and some of the costs have been absorbed into your rent.

You can find examples of other things you might pay for in 2019-2020 below:

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  • General needs properties

    All our flats and houses where you don't have to pay the Supporting People charge are called general needs properties.

    The services you might receive in a general needs property are:

    Window cleaning

    Window cleaning will be provided by an in-house team for 2019-20. The service will include communal windows at general needs blocks of flats. The windows will be cleaned at least twice a year. If you have any queries about this service, you can email housingcleaning@dacorum.gov.uk.

    Cleaning

    The housing cleaning service visits communal areas at general needs blocks on a regular basis. All sites should be left clean following each visit. Any queries about this service can be emailed to housingcleaning@dacorum.gov.uk.

    CCTV

    If CCTV has been installed in your block of flats, there will be a service charge to cover the annual maintenance of the system. For some blocks, this is a new service so it will be an additional charge and will not have been on your annual rent letter in 2018-19.

    Lifts

    If you live in a block with a lift, then the largest item on your service charge bill will be lift maintenance and replacement. We will include an amount each week to cover the cost of replacing the lift when it reaches the end of its working life. This amount will be the same whether or not the lift is replaced while you live in the block.

    Utilities

    This covers the electricity used for lighting in communal areas and what is used by the door entry system and lifts in your block, if you have them.

    Door entry

    Some of our blocks have door entry systems that need annual maintenance and may need repairs from time to time. If you live in a block with a door entry system, the charge will cover any maintenance and repairs we have to carry out.

  • Supported housing properties

    Supported housing is accommodation for people who are aged 60 and over, who can live on their own but who would like to have support close by.

    Each supported housing scheme has a supported housing officer (working five days a week) who runs the scheme and looks after the residents’ well being.

    Some of these charges may not apply to you if you live in a dispersed scheme or bungalow, but still have a supported housing officer.

    Window cleaning

    Window cleaning will be provided by an in-house team for 2019-20. The service will include all windows in the scheme. The windows will be cleaned at least six times a year. Any queries about this service can be emailed to housingcleaning@dacorum.gov.uk.

    Cleaning

    The housing cleaning service visits supported housing schemes and cleans the communal areas on a regular basis. All sites should be left clean following each visit. Any queries about this service can be emailed to housingcleaning@dacorum.gov.uk.

    CCTV

    If CCTV has been installed in a supported housing scheme there will be a service charge to cover the annual maintenance of the system. For some schemes, this is a new service so it will be an additional charge and will not have been on your annual rent letter in 2018-19.

    Lifts

    If you live in a block with a lift then the largest item on your service charge bill will be lift maintenance and replacement. We will include an amount each week to cover the cost of replacing the lift when it reaches the end of its working life. This amount will be the same whether or not the lift is replaced while you live in the block.

    Utilities

    This covers the electricity used for lighting in communal areas and what is used by the door entry system and lifts in your scheme, if you have them. This charge also covers the gas used for heating in communal areas. If your scheme has a laundry room, the cost of running the washing machines and dryers will also be included in this charge.

    Door entry

    Some of our blocks have door entry systems that need annual maintenance and may need repairs from time to time. If you live in a block with a door entry system, the charge will cover any maintenance and repairs we have to carry out.

    Water

    If you live in a sheltered scheme where you still pay your water charges to us, you may notice that there is a change in the amount that you are paying. This is because we have changed the way we calculate your payments from using the water rates (the amount that the water companies told us that you should pay) to using a metered amount. We have taken the metered amount for the whole scheme and shared this cost out between each property. The amount that you pay for any communal water (for example, laundry facilities and communal kitchens) is still included in your rent.

  • Kylna Court

    If you live in Kylna Court, you may be charged for the same services as general needs tenants. You may also have additional charges for the following:

    Fire safety

    This includes things such as the sprinkler system, smoke detectors and smoke curtains in the block. The charge covers the cost of the annual maintenance of the systems.

    Entry system

    This includes the door entry systems as well as the car park barriers. The charge covers the cost of annual maintenance.

    Garden maintenance

    Kylna Court has a roof garden, so there is a charge for the maintenance of the garden and the outside space at the block.

    Water and ventilation systems

    There is a charge for the annual maintenance of the ventilation system and the water pump system. These systems help keep the air in your home dry and prevent any dangerous bacteria getting into the water pipes.


For 2019, we have worked to review the service charges that apply to our blocks of flats. This means that some of the charges may appear differently on your annual rent letter than they have in the past. For example, insurance is now included within the rent and is no longer shown separately in your breakdown of charges.

We are also aware that some blocks did not receive the correct amount of window cleaning in 2018. For 2019 there will be additional window cleaning to ensure that all blocks have the right amount of cleaning over a two-year period.

More information

If you have any further queries about your rent letter, please contact your housing (income) officer. Call 01442 228000 and ask for ‘Housing Income’.