Service Charge Review – Update

Over the summer months, we spoke to 1026 residents (and attempted to speak to 2141 residents) who pay a service charge(s). This was in-person across our homes in North Wales and over the telephone.

We wanted to get your feedback on whether services were affordable, good quality, and provided value for money. We also shared our new approach to service charge information and gathered feedback from you about the services you receive.

The facts

• 2,141 tenants pay a service charge
• NWH provides a range of chargeable services such as; catering, heating, lighting, security equipment, and cleaning. The services you receive depend on the accommodation you live in and your needs.

What you told us and what we are doing with your feedback

• The majority of people told us that service charges were affordable. 5% of tenants who took part told us that their service charges were unaffordable. Our team are making contact with these tenants to provide advice and additional support.
• 81% of residents rated the services as average to excellent. 9% of residents felt that the quality of the services provided was poor. We are now reviewing two specific services as a result of this feedback.
• We shared new/ improved information sheets detailing individual service charges (based on earlier resident feedback). Overwhelmingly 97% found these to be more informative and easy to understand. We will continue to use this approach to share service charge information with you.
• Overall the feedback about the quality of services charges was positive, however, we are looking at specific services where residents felt the quality could be improved.
• We identified two schemes where services had not been provided. We are putting this right with the residents impacted.
• As well as information about service charges residents also shared lots of valuable feedback about other matters such as litter, communal areas, skip days, repair requests, and referrals for financial wellbeing support. We have planned some events to specifically talk about enhancing our green spaces, we have had some great community days over recent months where we have provided skips- and have more planned!

Affordability

Quality

Thank you

A massive thank you to everyone who took part. Your active participation has significantly contributed to the ongoing dialogue that shapes the future of North Wales Housing services. Our team thoroughly enjoyed connecting with so many residents

If you have a question about your service charges, please get in touch.