Service Charges was chosen as a topic to be reviewed due to an increased number of complaints in this area, in addition to the feedback from the 2023 Tenants Satisfaction Measures.
The Service Improvement Panel (SIP) members were recruited through recommendations from teams who identified residents that had an active complaint or had previously been through the complaints process surrounding their service charge.
Two members were also a part of the Resident Assembly.
The Service Charges SIP ran from June - October 2024. During the SIP meetings, the panel:
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scoped out the key focus areas
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requested information from relevant teams
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reviewed policies, procedures, workflows and breakdowns of relevant job roles
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surveyed 1000 randomly selected residents regarding their recent experiences with service charges
Once the SIP had conducted all interviews and received the survey results, the panel were able to map out the report from the information they had collected.
The report
Once they had produced a draft of their report they met with the Executive Director, Simon Hatchman, to present and agree their recommendations, as well as agree timeframes to implement the recommendations.
To support the work of the SIP, the supporting Resident Involvement Specialist developed a recommendations tracker.
The tracker is regularly reviewed by the Resident Assembly to ensure we are implementing the recommendations within the agreed timeframes.
Read the recommendations
Recommendation
Add a dedicated section to the website and My PA app that clearly explains the role of each team (e.g., Service Charges, Estates, etc.) and their responsibilities. This will help set clear expectations from the outset.
Outcome
The Communications team created a page to the website that explains the role of all teams within PA: Our teams | PA Housing
Recommendation
Consider creating a dedicated page on the website with translations of key documents in the most spoken languages amongst PA residents. This can reduce the reliance on phone calls and improve accessibility.
Outcome
There is an accessibility tool on the website that allows users to translate page text to other languages.
In addition for some popular FAQs we have provided specifically translated information into the most commonly used languages of our resident population.
Recommendation
Consider using infographics or flowcharts that visually explain the process. This could be easier for residents to understand than text descriptions alone.
Outcome
We are considering how to implement this for the next round of service charge letters.
Recommendation
Provide definitions of Estates, Blocks and Property as well as details of the number of properties within each estate. Provide explanations on the apportionment as well as an itemised breakdown of the “Provision of Use”
Outcome
Recommendation
Host regular workshops or webinars for residents explaining the service charge process, common issues, and how to raise queries effectively. This could reduce the number of repetitive or misdirected enquiries.
Action taken
Recommendation
Offer clear guidance on the complaints and enquiries process to ensure residents can easily contact PA Housing and navigate their issues confidently.
By breaking down jargon and explaining relevant legislation. Provide accessible explanations, especially when residents request copies of invoices or other financial documents.
Outcome
The wording on our website has been updated to reflect PA’s tone of voice, breaking down jargon and making it easier for the resident to understand how they can contact us: https://www.pahousing.co.uk/contact-us/making-a-complaint/
Recommendation
Offer online video tutorials or webinars where the Service Charges team explains how to read the budget statements. This could be particularly helpful for residents who prefer interactive learning
Action taken
Recommendation
Provide support via online platforms and face to face for residents who are protected under the Disability Act 2010.
Outcome
Recommendation
Group items under services, such as fire safety, to provide clarity to residents and assurance they are not being charged twice for the same items.
Action taken
Recommendation
Set up quarterly catch ups between the Service Charge team and all other departments who provide information relating to service charges as well as teams handling service charge enquires.
Action taken
Recommendations
Establish a two-way communication process between staff members and residents. This could help the organisation continuously improve it's materials and processes based on actual user experience.
Action taken
Recommendation
Introduce proactive communication about changes to service charges via email or letter to explain significant changes to charges, along with comparisons to previous years’ service charges. This step aims to reduce resident enquiries. by providing timely, transparent updates alongside statements.
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Include: an itemised service charge schedule (e.g., for gardening, window cleaning, electricity, bulk rubbish collection, etc.).
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Explain: how charges are calculated in a straightforward way (e.g., from Estate to Block to Property levels).
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Clarify: the different tenure types at the development, noting if any have varying charges and why (e.g., management fees).
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Provide: the total service charges for the entire development to help residents verify the apportionment accuracy.
Establish the criteria for what is considered to be a significant change.
Outcome
A page has been created on the website to help residents understand their service charges: Understanding your rent and service charges | PA Housing
Recommendation
Provide a single point of contact to take ownership of a resident service charge enquiry/complaint from start to finish.
The case handler should provide regular feedback.
Outcome
The Service Charges team have started to provide the name of the lead contacts on communication to residents.
Recommendation
Payments to residents for incorrect service charges should be fully backdated to when the problem first occurred.
Outcome
This is incorporated into our Service Charges policy. Residents should not be worse off because of a Service Charge errors. Where we discover such errors, refunds will be made.
Recommendation
Provide and adhere to reasonable time frames when handling resident enquiries.
Outcome
The Service Level Agreement (SLA) for the 25/26 Rent Review letters has been amended to 15 days to ensure all queries can be answered within the time frame, even during busier periods.
Recommendation
Include a description of Neighbourhood Coordinators responsibilities in welcome packs, on the website, and in communications about service charges or neighbourhood issues.
Add a QR code to all non-electronic literature linking to the website for ease of access.
Outcome
A page has been added to the website to explain what a Neighbourhood Coordinator is and what their responsibilities are:
We are in the process of incorporating QR codes into more of our printed materials, including toolkits, service standards, and noticeboards.
Recommendation
Set up quarterly catch ups between the Service Charge team and all other departments who provide information relating to service charges as well as teams handling service charge enquires.
Outcome
We held weekly meetings with main internal stakeholders throughout the 25/26 Rent Review period.
In addition, the Head of Neighbourhoods and the Regional Service Charge Manager held regular discussions addressing the next steps and any issues.
Recommendation
Be more proactive in monitoring contract performance addressing poor performance when required. Monitor services and repairs that are requested to ensure work has been completed and within reasonable time frames.
Outcome
We have established a new Contracts and Partnerships team to take on this work and escalate contractor issues more assertively.
The Resident Involvement team are recruiting residents to attend meetings between PA and our contractors to ensure our residents voices are heard to help shape our services.
Recommendation
Ensure procurement processes are followed when appointing new contractors.
Outcome
The Procurement process has been reviewed with a new procurement policy been implemented in November 2024, in line with changes to procurement legislation.
We are also working to ensure residents’ voices are part of the procurement and evaluation process.
Quotes from residents
"I found the whole experience very positive and rewarding. The sessions were well lead by PA staff, and I felt the members of the panel worked well together, and there was a good mix of ideas, skills, experiences as well as good team morale.
I didn't find the teams channel intuitive to use, both logging in and the filing of documents, but circulating documents by email for editing seemed to work better. When collating our questions and results of the interviews, there were times when I felt it was tricky to get the balance right between the expectations of PA staff and those of the panel in terms of level of detail, but we got there in the end." - SIP Member
"Everyone on the panel was passionate about getting a fairer service charge for tenants and residents alike." - SIP Member
"It was really to get involved and to see the team trying to help , which indicated on a good culture inside PA" - SIP Member
Get involved today!
If you're interested in getting involved in future SIP reviews, register your interest by completing the form or call us on 0300 123 2221.
