We know that service charges are new for Dudley Council tenants and can be confusing. To help you we have put together some frequently asked questions to try and answer your queries.
Introduction
If you’re finding the cost of living a struggle at the minute our Income Team is here to help. They can offer support and advice with benefits and bills and help with heating, energy top-ups. If you have had a change in your pay or benefits, please get in touch with us. The team can let you know of any benefits that you may be able to claim and help you make a claim if you are entitled.
- Email servicecharges@dudley.gov.uk
- Telephone: 0300 555 0010
If you are a Dudley Council tenant and will be paying service charges, a consultation will take place from 14 October 2024 on your proposed service charges which will be charged from the 6 January 2025.
We will send you a letter with a breakdown of your proposed charge with details on how to feedback to us.
The service charge is a separate payment to rent, and these FAQs should answer your questions, however if you have any questions or suggestions, you think we should add to this list, please let us know.
- Email: servicecharges@dudley.gov.uk
- Telephone: 0300 555 2345
Frequently asked questions
What is a service charge?
A service charge is a payment made by a tenant or a leaseholder towards the cost of shared services and repairs. For example, if you live in a block of flats with a shared garden, the cost of maintaining that garden is covered by a service charge, because it’s available to all residents as a communal service and it’s outside of your flat.
Dudley Council service charges are fixed charges which have been estimated and set for the financial year.
Who pays a service charge?
Both tenants and leaseholders pay the service charge. If you are a Dudley Council tenant, the service charge is in addition to the rent you pay, but it’s paid at the same time as your rent.
Why am I paying a service charge on top of my rent?
The rent you pay covers the services we provide for you in your home. Your rent payment includes things like repairs, managing your tenancy, collecting the rent you pay and dealing with any issues of anti-social behaviour (ASB).
Service charges are for services we provide for you outside of your immediate home. Typically, these are shared with other residents in the immediate block or area, for example, a lift in a block of flats, or communal cleaning or grounds maintenance.
How is the service charge calculated?
Service charge estimate:
When setting the service charge each year, we estimate a cost based on the last known actual expenditure, with adjustments for contracts in place, estimates of inflation and other costs. Each year these are reviewed to ensure we are charging you the correct amount for the services you receive. If the amount we charge you exceeds the costs to the council we will take this into account when setting the charges for the next year and reduce the charge to you. If the amount we charge you does not cover the costs to the council we will take this into account and increase the charge to you.
Each year a service charge estimate is prepared before the start of the new financial year (April) and will be sent to you in February along with your annual rent notification.
The average service charge will be £8.96 per week for tenants in homes with communal areas. The service charges are individual to each tenant and a tenant will only pay for the services which are relevant to where they live.
Do I pay for day-to-day repairs from my service charge?
If you are a Dudley Council tenant, an amount is included in your rent to cover the cost of repairs within your home.
If you are a Dudley Council leaseholder the responsibility for repairs is a condition of your lease.
What services are covered by the service charge?
As part of our responsibility as a social housing provider, we must provide you with certain services so that we keep you and your home safe. We then charge you for the services that apply to your home. The service charge that you pay depends on what your agreement is with us, and whether you are a tenant or homeowner.
You will NOT be charged for a service you do not receive.
If you do not receive the service, it will show as £0.00 on your notification.
In Dudley the following services are included in the service charge:
- Communal lifts
- Communal electricity
- Emergency lighting
- Car park barrier
- Manual barrier gate
- Servicing of communal dryers
- Grounds maintenance
- Cleaning of communal areas
- Estate assistants (caretakers)
- Steel door servicing
- Roller shutter
- Door Entry servicing
- CCTV
- Dry riser servicing
- Smoke ventilation system
- Fire alarm servicing
- Water booster pump
- Lightning conductor
- Roof fans
- Communal areas in sheltered schemes
I believe I am paying for services I don’t receive. What should I do?
Please get in touch by email so we can look into it. We need to know your name, address and contact details and why you are concerned about your service charge.
- Email: servicecharges@dudley.gov.uk
- Telephone: 0300 555 2345
Why am I paying an amount for electricity or water when I pay my own bills for these services?
If your bill shows an amount for electricity, this is for the communal supply of electricity, for example, for lighting in shared halls or stairs, or for powering the lift.
Water charges on your bill will be for water provided for cleaning or other purposes in communal areas.
Why is my service charge different to my neighbours?
Some parts of our services may be different from property to property. For example, a door-entry system may be provided for some flats in one block but not in another block because there, each flat has its own front door. This will result in different charges.
Will any increase in service charge be covered by housing benefit?
Most services charges are covered by housing benefit, so any increases will also be covered by housing benefit.
Services not covered by housing benefit are mainly services that are personal to the customer, for example, personal water, gas and electricity consumption.
I claim universal credit/housing benefit. What do I need to do?
Your Universal Credit or housing benefit claim is your responsibility.
Universal Credit:
The rules for Universal Credit (UC) are slightly different to housing benefit however, most service charges are still covered by the housing element of UC.
Action needed:
If you are a Dudley MBC tenant claiming or being paid Universal Credit you must log on to your UC Journal when you receive your service charge notification and advise UC what your weekly/monthly rent will be from your formal notice date. This is to make sure they can amend your payments.
- Please do not notify DWP unitl you recieve your notice in December 2024 If you do not tell them about any changes to your rent or service charge, you could lose benefit to which you are entitled or have to pay back any overpaid benefits
If you do not tell them about any changes to your rent or service charge, you could lose benefit to which you are entitled or have to pay back any overpaid benefits.
More information about UC is available on the government website.
Housing benefit:
If we receive housing benefit, we will send notification directly to the housing benefit department regarding the implementation of your service charge
You should talk to us straight away if you think you are getting the wrong amount of benefit. If you do not tell us about this change, you could lose benefit to which you are entitled or have to pay back any overpaid benefits.
- Telephone: 0300 555 0010
If I am unhappy about the quality of services provided, who can I contact?
If you are unhappy with the services being provided, for example with the cleaning or grounds maintenance, we would like to know. We meet with contractors regularly and, if we believe the service is not as good as it should be, it really helps us to have real examples.
If you are seeing problems, please get in touch with us as soon as possible.
- Email: servicecharges@dudley.gov.uk
- Telephone: 0300 555 2345
My neighbours and I want to clean the communal areas ourselves instead of paying for a cleaning service. How do we do this?
The charges will be set for your block; you can of course clean your communal area but you will still receive a charge.
When are the consultation drop in sessions and how can I attend?
We are really happy to answer questions, and we welcome the opportunity to explain anything that is not clear or not contained in these FAQs. Please see enclosed additional information as to when there will be a drop in session near to you.
Alternatively, you can visit your local housing hub or housing surgery. Opening times are available online
Can I have the letter in another format?
Yes. If you or someone you know has difficulty reading the letter and need another format (larger print, braille or another language) please email us
- Email: servicecharges@dudley.gov.uk
I need more help. Can I have someone talk to you on my behalf?
If you need further help to understand the information about your service charge or rent and want someone to talk to us on your behalf – for example, your support worker or a friend – please get in touch
- Email: servicecharges@dudley.gov.uk
- Telephone: 0300 555 2345