Mutual exchanges:
frequently asked questions

• Why am I paying for services I am not using?

  Items such as a lift is usually classed as a communal service. These are payable by all tenants of a building, regardless of whether you receive the benefit. This would also apply to other communal facilities, such as a garden, play equipment etc.

• Why are my charges different to my neighbours’ charges?

  Sometimes charges are shared equally between all owners, and at other times it’s dependent on the size of the property, but this is always set out within the terms of the lease. For example, your neighbour may own a parking space which requires maintenance and you don’t have access to parking.

  The important thing to remember is that the lease determines how the costs are divided and this does not always take into account who, in any particular site/block, receives which service. It is therefore important to understand this before buying a property with service charges attached rather than assuming that certain costs will not apply.

  The total service charge you pay will depend on the type of property and tenancy that you have. We have different property and tenancy types within the same areas, and this will result in differences in service charges where the properties and tenancy types are not identical.

• What should I do if I receive Universal Credit (UC)?

  It is your responsibility to make sure that the Department for Work and Pensions (DWP) is aware of any change in your service charges to enable them to adjust your benefit accordingly. You need to update your online account with your new rent and service charges within the first 14 days of the new financial year beginning 1 April.

  To do this, log in to your UC online account and in ‘where you live and what it costs’ input the new rent figures given to you in your letter. Then check your journal to confirm that it shows that you have done this.

  If you do not do this, you risk receiving an incorrect payment and falling behind on your rent.

• Do I need to tell Housing Benefit of any change to my service or personal charge?

  Any change of circumstance for you, or anyone else in your household, must be reported (to your local authority Housing Benefit team) within one month of notification by us. We will provide your local authority with details of rent increases upon issue of the annual rent increase letter, but you must ensure your benefit payment is updated.

  Your claim might be stopped or reduced if you do not report a change of circumstances.

• Why have my personal and communal charges increased?

  Service charges are calculated based on the amount it costs us to provide the services relevant to your property.

  These costs may increase due to several reasons such as inflation rate increases, or additional maintenance carried out to your property etc.

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