Last year, we launched a project to take a fresh look at how we set and communicate service charges for our customers. We know that service charges can feel complicated, and we want to make sure they’re fair, transparent, and easy to understand. Most importantly, we want customers to be part of shaping the improvements we make.
We invited customers to join us in a series of workshops. These conversations have been central to helping us rethink our approach, modernise some processes, and make things clearer for everyone.
Listening to lived experience
Our first workshop focused on the full customer journey – from how charges are set to the touchpoints where customers receive information. Customers from across our communities shared honest, constructive insight about transparency, localised communication, choice in service delivery, and consistency in the quality of work.
Customers told us:
- “We need more localised communication.”
- “We’d like the choice of who does what if we’re paying for the service.”
- “It needs to be made transparent so residents can have an influence.”
- “We’ve seen an increase in services we’re paying for, but we’d like consistency in the work being done.”
Putting the lens on our services
In our second workshop, customers explored our current estate standards and the potential introduction of a block charter. Seven residents joined us to discuss what “good” should look like in their neighbourhoods and the services they pay for.
They asked for:
- A more objective scoring system in our estate standards – customers felt the current use of facial expressions was seen as too subjective, with concerns raised that it implied a level of acceptance for issues like graffiti
- Clearer communication about communal repairs and what Abri is responsible for
- Better support with waste disposal, including more “skip days”
- More opportunities to engage face‑to‑face with the teams delivering services like cleaning and grounds maintenance
Customers highlighted that as Abri has grown, local support has become even more important. They also asked for more visibility of staff and more consistent, accessible updates.
Diving deeper into charges and communication
Our most recent workshops looked at pricing and at how we communicate service charges.
Pricing workshop
Customers discussed fixed vs. variable charges, affordability, transparency and service quality. They recognised rising costs but want to see value reflected in the services delivered. They also shared:
- A need for clearer breakdowns of charges
- Support for regular consultations on service charges
- A desire for more influence in contractor decisions
- Suggestions for improving affordability, including better control of communal lighting
- The importance of giving first‑time buyers and new leaseholders better information at purchase
Customers also asked more about how our scheduling tool assigns jobs and how better monitoring could help us improve quality and control costs.
Communication workshop
We explained the difference between service charge estimate and actual statements, what each statement includes, and why charges may change.
Customers told us they’d like:
Clearer explanations when charges change
- Teams working in communities to be fully briefed on service charge updates
- More detail on general terms (such as health and safety) in the statement glossary
- More scheme‑ and block‑based meetings focusing on service charges
- Better use of noticeboards and digital screens
- More information about tenancy support options, online and offline
What happens next
All the feedback from our three workshops is now being reviewed by our Service Charge Review Working Group. This will help us improve how we apportion costs and how we communicate service charges to different customer groups.
We’ll continue inviting workshop participants to follow‑up sessions so we can explore key topics in more depth – starting with neighbourhood standards and service quality. We’re also reviewing the letters we send to ensure they’re clearer, more accessible, and more helpful.
This work is about more than numbers. It’s about building trust, improving consistency, and making sure our systems support customers to understand the services that help maintain their homes and communities.