No resident looks forward to the service charge bill landing on their doorstep and as costs have increased in recent years, residents can feel an even greater sense of anxiety. If these letters are managed poorly, lacking in clarity and failing to signpost towards support, it can very easily be the case that this anxiety is exacerbated and trust in us as housing providers can be damaged.

As a major housing provider, Metropolitan Thames Valley Housing (MTVH) has a responsibility to prevent that from happening, to ensure that the letters and all service charge correspondence are transparent, supportive and that residents know where to seek help if they need it. Residents should feel respected and reassured, not overwhelmed.