Service charges

Service charges

Your service charge covers the cost of managing and maintaining your building. It also covers some communal and shared services we provide. 

On this page, you can find helpful information about specific charges, how we calculate them, and more.

How we work out service charges

We calculate service charges based on the previous year's costs, usually adjusting for inflation. However, there may be some changes that are not in line with this. We strive to keep service charges fair and affordable while maintaining the safety and quality of your property and building.

Your service charge covers a range of communal services, which could include:Money Icon

  • Cleaning and upkeep of shared areas.
  • Maintenance of lifts and intercom systems.
  • Fire safety equipment checks.
  • Communal utilities like lighting and heating in shared spaces.

You can see a full breakdown in your service charge statement. 

Below, you can also find specific information about what we charge for and how we allocate this.

Paying your service charges

There are a range of different ways you can pay your service charges. Please use the methods below.

Direct Debit

Set it up on a date that suits you, and pay in monthly instalments. Get in touch to set this up with us.

Contact us

Online (AllPay)

Pay online, by phone, or in person at local PayPoint or Post Office locations using your unique Payment Reference Number (PRN) — this can be found on your THCH Payment Card.

Paypoint Locations     Post Office Locations

Phone

You can pay over the phone anytime by calling AllPay or THCH (during our office hours). You need your Unique Reference Number (URN), address, and answer to your security question.

If you call THCH out of office hours, press 1 to be transferred AllPay.

AllPay: 0330 041 6497

THCH: 020 7780 3070

Standing order/BACS

You can set up a standing order, or do a BACS payment via your bank. Make sure to put your Unique Reference Number (URN) as the payment reference.

Bank details:
Sort code: 20-00-00
Account number: 33115607

Charges

Below, you'll find details about the types of costs that may be included in your service charge. Don’t worry—you’ll only be charged for the services provided to your block, not everything listed here. You can check your statement and get an explanation for each charge here.

Building insurance

  • Building insurance: providing building insurance for your block, protecting against any structural damage.

If you are charged for this, it is estimated based on the value of your individual property. In the past, we allocated this based on the number of bedrooms in a property. Click here to visit our detailed website page about this issue.

Cleaning and upkeep

  • Estate & block cleaning: cleaning of internal and external shared areas like entrances, hallways, bin stores, stairs. This includes cost of materials, equipment, deep cleans and rapid response to health & safety risks.
  • Window cleaning: cleaning of communal windows or open window areas. You are responsible for cleaning the windows inside your home.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

Environmental and outdoor

  • Bin maintenance and storage: hiring, maintaining and cleaning large bins for household waste. Includes annual deep cleans of bins, chutes and underground refuse systems.
  • *Grounds maintenance: upkeep of gardens, green spaces, and outdoor communal areas.
  • Pest control: prevention and treatment of pest issues in shared spaces.
  • *Playground maintenance: ensuring children’s play areas are safe and well-maintained.
  • Rubbish clearance: removal of large waste items and fly-tipping from communal areas.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

*If you see these charges on your statement, they are are split by estate. This means you and your neighbours on your estate will share the cost. Read more about grounds maintenance on our 'Looking after your estate' page.

Management and miscellaneous

  • 3rd party managing agents: for estates/blocks where we don't own the freehold and the freeholder employs a management company to provide services.
  • *Audit fee: for independently commissioned audits to review our service charges and ensure they are correct and fair.
  • Lift insurance: insurance premium for your lift.
  • **Management fee: organising and managing the services provided to your building (e.g. IT, income, production, communication, accounting, general overheads, debt recovery, consultations).
  • TV aerials/satellites: maintaining shared television aerials for a clear signal.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

*This charged is allocated across all leaseholders and shared owners, so is shared by those two groups of residents.

**This charge is split across all THCH properties, and is calculated as 15% of your entire service charge.

Repairs and maintenance

  • Communal repairs: repairing shared parts of the building, including roofs, walls, and drainage.
  • Communal ventilation: keeping shared ventilation systems working for a healthy environment.
  • Drainage: maintaining shared drainage and sewage systems to prevent blockages and ensure water flows properly.
  • Fire equipment maintenance: includes regular maintenance, testing and repair of fire alarms, extinguishers, emergency and any other essential fire equipment. Any costs are split across the block.
  • Lift maintenance: servicing, testing and repairs to ensure lifts remain safe and operational. 
  • Lighting repairs: maintaining and fixing lighting systems in communal areas.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

Safety and security

  • CCTV: maintaining and operating any security cameras in communal areas.
  • Door entry systems: maintaining and repairing intercoms and key fob systems for secure access.
  • Emergency lighting: lighting systems that guide residents during power outages or emergencies.
  • Fire Risk Assessments (FRAs): assessing any risks that could cause a fire and any actions that will reduce these risks.
  • Security: any broader security measures, such as patrols, concierge, or CCTV monitoring.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

Utilities and services

  • Communal electricity: electricity used shared spaces like hallways, lifts, door entry systems and outdoor lighting. This includes any safety and testing work.
  • Communal gas: gas services in shared spaces, where applicable.
  • Communal heating: heating systems for shared warmth and hot water. This includes any safety, testing, servicing and repair work.
  • Water storage and pumps: water pumps that ensure proper water pressure for all residents, as well as ensuring that the water system is clean and safe when water goes to your household.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

Water rates (Peter & Painter House)

  • Residents living in Peter and Painter House do not have an individual water meter. We pay the water company for the usage and apportion the cost per home.
  • Residents living in Peter House will pay an equal share. The charge for residents living in Painter House will depend on how many bedrooms you have.
  • Your charge will reflect how much water was used over previous years. 

Types of service charges

Service charges usually change each year based on the cost of providing services and factors such as inflation.

We regularly review contracts and look for ways to provide value for money while maintaining quality. We use two types of service charges.

Fixed service charges
Bank iconThese are set at the beginning of the year and don’t change. They are typically used for general needs residents.

Variable service charges
This means the service charge may be adjusted at the end of the year if actual costs vary. This is typically used for leaseholders. More information about this can be found on our actuals page.

Your rights, feedback & support with paying

Can I review my service charges?
Yes. We provide detailed statements showing what’s included. Please contact us if you have any questions about this.

How can I share my feedback?
We value your input. You can help shape services by taking part in budget discussions or letting us know if something isn’t working as it should.

Need help paying your charges? Have questions or concerns?
If you’re struggling, please contact us as soon as possible. We can offer advice, support, or explore payment options to ease the burden.

Contact us at our usual details, or call our Tenancy Sustainment Officer, Abdul Malik, on 020 7780 3077.

Information for general needs residents

As a general needs tenant, your service charge is separate from your rent.

If you need to find information about your rent and how to pay, click below to go to our dedicated page.

Information about your rent