1

Why am I being asked for feedback now?

Our Customer Committee asked us to understand current levels of satisfaction with shared services, as it’s the Committee’s role to make sure you can influence the development of our services and are at the heart of decision making. That’s why we’re making it a priority now, so we can listen, learn and act upon any feedback you give us and can make sure you are satisfied with the services you are charged for.  

2

What are shared services?

Shared services are not provided to all tenants and are only required for specific homes just like yours. We’ll be asking for your thoughts on things like:  

• Grounds maintenance (management of gardens and outdoor spaces)  
• Communal lighting  
• Door entry systems  
• Fire safety equipment checks  
• Support or housing management services (in supported housing)  

3

What are service charges?

Service charges are payments made by tenants or leaseholders to cover the costs of maintaining and managing communal areas and services for a home, building or extra-care scheme. These charges are for shared services such as: 

• Cleaning of communal areas 
• Grounds maintenance (management of gardens and outdoor spaces) 
• Communal lighting 
• Door entry systems 
• Fire safety equipment checks 
• Support or housing management services (in supported housing) 

Not every home or building receives the same services. The feedback we’re asking for is about the services that apply to your home, building, or scheme. This isn’t about charges or costs, it’s about helping us understand how the services you receive are working for you, so we can listen, learn and improve. 

4

I am not sure what services I receive; how can I find out?

If you are a tenant or leaseholder who receives shared services, you will have received an email from us with a summary of what you receive.   

5

I didn’t receive my shared services email summary or survey in my email inbox, what should I do?

If you didn’t receive your email summary, you can get in touch by: 

• Calling 0300 123 5522 
• Using Live Chat in the right-hand corner of our website.
• Completing an online web form www.forhousing.co.uk/contact-us 
• Emailing Yourservicesfeedback@forhousing.co.uk  

Please don’t forget to check your junk folder. 

6

How can I give my feedback?

You can give feedback in a way that suits you. You can: 

• Complete an online survey, this has already been sent direct to your email address 
• Attend a drop-in session near you, click here to view dates and times  
• Speak to your Neighbourhood Officer 
• Talk to your Extra-Care or Supported Living Colleagues 
• Get in touch with our Customer Connect Hub on 0333 123 55 22 

We want to make it easy for everyone to have their say. 

7

What kind of questions will I be asked?

You’ll be asked about your experience of the services you receive, whether you think they are delivered well and how satisfied you are with their quality. We’ll also ask for your ideas on how they could be improved. 

8

Some services don’t seem to be completed regularly – what should I do?

That’s exactly the kind of feedback we want to hear. Please share any examples where services seem irregular or missing. This helps us check whether services are being delivered as agreed.  

You can find out more about the services you receive and how often they should be done referring to the email we sent you with a summary of your shared services.  

You can then let us know if there are any differences or suggest any changes. 

If you didn’t receive an email with your summary, please see question four that has a list of ways you can get in touch. We can help. 

9

I live in a flat – do I pay more for shared services than someone in a house?

Service charges depend on the services you receive, not just the type of home. Flats often share more communal spaces and equipment, so they may have more shared services than houses. 

10

What will happen with my feedback?

After we collate all your feedback, this will be reviewed. We will make recommendations based on what you told us and give you the opportunity to feedback on any changes we would like to make. We will use this to shape a simple and fair approach to how service charges are planned based on what you tell us. 

Your involvement will help us understand what matters most to you and make decisions based on what you tell us. This could lead to changes or improvements which can be delivered quickly. However, other changes may require more planning and a follow up discussion with you. 

11

What if I don’t think a service is necessary or fair / I don’t think it’s needed?

Please tell us. Your views will help us understand what you value and what may need reviewing. We want your service charges to be fair. 

It is also important to note that certain services, such as those related to fire safety, electricity, and other compliance areas, are governed by legal and regulatory requirements. These services must meet specific standards and may have limited flexibility for change. 

We always want to make sure you’re satisfied with services you receive. Your suggestions can lead to positive change, and your feedback helps us make the best decisions possible for everyone. 

12

Can I give feedback anonymously?

Yes. You can choose to give feedback without sharing your name or address if you prefer, although if you do have any specific concerns, it helps us respond and support you. 

13

Why haven’t I been asked for feedback before?

We recognise that it has been some time since we have reviewed service charges to ensure they are fair. Our Customer Committee asked us to do this, as it’s their role as Committee members to make sure you can influence the development of these services and are at the heart of all the ForHousing do. That’s why we’re making it a priority now, so we can listen, learn and act upon any feedback you give us, so we can make sure you are satisfied with the service you receive.  

14

When will I hear about the changes that are going to be made based on my feedback?

We will be in touch with the findings and proposed changes based on your feedback between April – August 2026. We will ask you what you think of the suggested changes. Following this, we plan to finalise the decisions made based on your feedback in September 2026, with any changes starting in April 2027. 

15

Will this feedback affect how much I pay?

We want to gather your views and experiences so that we can understand more. We will then use this information to make fair decisions that will positively impact the service you receive from us.  

After we collate all your feedback, we will make recommendations based on what you told us and give you the opportunity to feedback on any proposed changes. We will use this to shape a simple and fair approach to how service charges are planned based on what you tell us.  

We want to listen, learn and act upon the feedback you give us. 

16

What if I don’t think a service should be charged for?

If you believe a service is being charged for unfairly or isn’t relevant to your home, please let us know in your feedback. We’ll look into this when we’re reviewing your comments. 

17

Will this feedback change how much I pay?

Changes won’t be made right now. Once we have reviewed all tenant feedback if any changes are needed, they will be explained in advance. You will have the opportunity to comment on any proposed changes before we finalise any decisions. We’ll share more information on how you can get involved in this in the future.  

18

Are shared services the same for everyone?

No. Shared services depend on where you live and what services you receive. For example, a tenant in a block with a lift or shared garden may pay for different things compared to a house without those features. 

19

Why do I pay for some services when other tenants don’t?

Not every home or building receives the same services. The feedback we’re asking for is about the services that apply to your home, building, or scheme. This isn’t about charges or costs, it’s about helping us understand how the services you receive are working for you, so we can listen, learn and improve. 

20

What does “housing management” or “support charge” mean in Supported Housing?

These charges can cover staff time spent helping you manage your tenancy, meet with you and your representatives, reporting repairs, or support your independence. The exact services vary by scheme. 

21

Does Universal Credit/Housing Benefit cover service charges?

Some service charges are eligible for Housing Benefit or Universal Credit, but not all. For example, support services or personal use items (like meals or cleaning inside your flat) are usually not covered. We can help explain which are eligible. 

22

Who can I talk to if I need help understanding any of this?

We’re here to help. If you need support, you can: 

• Contact our Customer Connect Hub 
• Speak to scheme-based staff in Supported Housing and Extra Care 
• Contact your Building Safety Officer if you have one  
• Your Neighbourhood Officer 

We can explain your current shared services, the feedback process, or help you complete the online survey.