Pay your rent

Why are service charges changing

Service charges are for services we provide for you outside of your immediate home. They are shared with other residents or estates. They can cover:

• communal lighting
• communal cleaning
• grounds maintenance
• play areas

We have been reviewing the service charges. From 1 April 2024, service charges are changing. This is to make us more accountable, provide a fair service, and provide value for money. The review will make Kingston Council more transparent and open about these charges.

The service charge you pay should depend on the cost of the service you are receiving.  Before we used a pooled service charge (caretaking charge). This income is less than the actual operational costs. 

What is changing 

The changes will depend on what services are provided where you live. The service charge is based on the actual spend on each service. We need to cover the costs of providing the services. We are not allowed to make a profit.

From 1 April 2024, we will estimate the charges using the actual costs from April 2022 through March 2023.

There will be a maximum increase of £3 a week to cover the cost of communal services.

This is a fixed service charge for the year. The charges may go up or down each year depending on if there are any changes to your services. 

This will not affect any repair services as this is covered in your rent. This includes communal and any repairs in your home. 

Who this affects

This change will apply to council tenants who live on large estates comprised of flats and houses and who receive some of the services which the charge is made up of.

We are sharing these charges with all tenants to be fair and transparent.  

The services we provide will differ depending on the property. For example, some flats have a door entry system while others do not and some tenants may receive extra services specific to their needs. 

If you are being charged for services you are not receiving email involvedinhousing@kingston.gov.uk with your name, address and contact details and what you are being charged for. 

Help available

Most service charges are covered by housing benefits or universal credit. 

Services not covered by housing benefits are mainly personal services to the customer, such as personal water consumption and personal safety alarm costs.

We will contact housing benefits to confirm the new charges from April 2024

Universal Credit 

The rules for Universal Credit (UC) are slightly different to housing benefits, but the housing element of Universal Credit still cover most service charges.

If you are claiming Universal Credit, you must let the DWP know of the change to your service charges. 

More information about UC is available on the government website. 

Housing Benefit

If you receive Housing Benefit we will notify this department of the change to your rent and service charge (where relevant).

To help you, we have a wide range of resources. You can find those on the cost of living support page. There is also a link to services provided through our partnerships with local support agencies. 

For external independent support contact Citizens Advice Kingston.  

Further help

If you need further help to understand the information about your service charge or rent and want someone to talk to us on your behalf – for example, your support worker or a friend – get in touch. 

You can call us on 0208 547 5003 and ask to speak to your housing officer. 

Alternatively, email us at involvedinhousing@kingston.gov.uk.

Housing public meetings 

Come and meet the council at a local public meeting to find out more and make your voice heard.

If you are a tenant in a sheltered scheme your housing officer will also be arranging separate public meetings at your scheme to discuss this with you.

Time and locations

• Surbiton Library, Ewell Road, Surbiton, KT6 6AG 6 February 4.30pm to 6pm
• Hook Centre, Hook Road, Chessington, KT9 1EJ 8 February 5pm to 7pm
• New Malden Methodist Church, 49 High Street, New Malden KT3 4BY 12 February 5pm to 7pm
• Queen Mary Hall, Cambridge Gardens, KT1 3NX 16 February 5pm to 7pm
• Richard Challoner School, Manor Drive North, New Malden, Surrey KT3 5PA 19th February 2024 5pm to 7pm
• Guildhall (Queen Anne Suite), High Street, KT1 1EU 22 February 5pm to 7pm
• Kingsnympton Youth & Community Centre, Kingsnympton KT2 7RW 23rd February 6pm to 7pm
• The Cornerhouse Arts Centre, 116 Douglas Rd, Surbiton KT6 7SB 27th February 2024 6.30pm  to 7.30pm

We also hold a weekly drop-in session at the Hook Centre where you can discuss this with a Housing Officer.

Hook Centre (Hook Road, Chessington, KT9 1EJ) every Thursday 10am to 4pm until the end of April 2024.

Have your say

We are committed to working closely with our housing residents. This includes hosting resident groups that support our overall service delivery. We need your help and support to make a difference with us. 

This is your chance to get involved in your local housing community, meet others and have a say in how your housing services are delivered and received. 

We have several groups that residents can join:

• Repairs Group 
• Scrutiny Group 
• Housing for Older People Group 
• Housing and Estate Services Group
• Leaseholders / Home Ownership Group 

If you would like to find out more contact us at involvedinhousing@kingston.gov.uk