From 1 April, many customers will see changes to their rent and service charges. We know that any update to housing costs can raise questions, especially when household budgets are under pressure.
Over the past year, we’ve been working closely with customers to make sure the way we explain these changes is easier to understand and more transparent. Our aim is to help everyone feel confident about what they’re paying for, how charges are calculated, and how this money supports services in their homes and communities.
Where does the money go?
Rent and service charges together fund the core services and responsibilities that housing associations deliver.
Rent is based on a national government framework. The government sets the formula used to calculate a benchmark rent for each home (known as “formula rent”), as well as the maximum annual increase social landlords are allowed to apply. For 2026/27, government policy means social rents could increase by up to CPI + 1%, and shared ownership rents by up to RPI + 0.5%. This income is essential for keeping homes safe, maintaining buildings, carrying out repairs, supporting neighbourhood services and investing in new affordable housing.
Service charges cover the actual cost of delivering day‑to‑day services in each building or community. This includes cleaning, grounds maintenance, communal repairs, lighting, safety checks, waste management and building management. These charges vary in line with the real cost of providing those services locally.
Together, rent and service charges enable us to provide safe, well‑maintained homes and consistent local services.
Money talks
To understand how we can improve the experience for our customers, we ran a series of in‑person and online workshops — each focused on a different part of the journey:
- Service workshop: Customers discussed cleaning, grounds maintenance, estate standards and how we keep neighbourhoods safe and clean.
- Pricing workshop: We explored fixed and variable service charges, value for money and affordability.
- Communication workshop: Customers told us our statements needed to be simpler and shorter.
- Rent workshops: We talked openly about how the government‑set rent framework works, why rents rise, and how rental income supports homes and communities.
Across these sessions, customers shared thoughtful feedback about what matters most to them. Many spoke about wanting better insight into how decisions are made and a stronger voice in shaping them, with one resident saying, “It needs to be made transparent so residents can have an influence.” This insight helped shape many of the improvements now underway.
So, what next?
Easier communication
Customers told us our letters and statements could feel too long or complicated. We’ve rewritten them using clearer language and layouts, added QR codes for anyone who wants more detail, and kept accessible formats for those who need them. We’ve also improved our guidance on estimated vs actual service charges so it’s easier to understand what’s changed and why.
Connecting charges with everyday services
Customers were clear that if charges increase, the services they experience need to feel consistent and good quality. In response, we’re reviewing our estate standards with customers to make them clearer and more objective, and creating more opportunities for people to speak directly with the teams working in their buildings and neighbourhoods.
Being open about how rents are set
Customers also asked for clearer information about how rent decisions are made and what they mean in practice. During our workshops, we explored the national framework that sets the rules for rent and how this income is used to maintain homes, support neighbourhood services and build new homes. The thoughtful questions people asked are helping us improve how we explain these decisions.
As one resident put it: “I like hearing about what Abri are doing — they’re trying to work with customers.” And that’s exactly our aim.
Keeping the conversation going
Our work with customers doesn’t end here. Their involvement will continue throughout the year as we look for new ways to improve the services we provide and the way we communicate about them. By creating more opportunities for customers to share their experiences and priorities, we can better understand what matters most — and make decisions that reflect the needs of the communities we serve. Take a look at all the ways our customers can get involved here.
And finally, we know that many households are still feeling the impact of the costofliving crisis, and clearer communication alone can’t take that pressure away. Supporting customers through this remains a major priority for us at Abri — through practical advice, tailored financial guidance and help accessing support where it’s available. You can read more in the blog from the Chair of our Cost of Living Working Group, or find a range of support through our customer support pages.