At Settle, we’re committed to ensuring our Service Charge Policy is clear, fair, and reflects the services we provide.
This policy review is now closed.
As part of our strategic plan of being a well-run social business, we're committed to maintaining our reputation as an organisation that demonstrates ethical behaviour and financial integrity.
Update: Final review published - 27th June
Your feedback was key in this policy review, helping us ensure that it reflects what’s important to you.
This policy covers the calculation, notification and collection of annual service charges from all residents in general needs, supported housing, flexicare and retirement living schemes, shared owners, leaseholders and freeholders.
🔍 You Said...
- You'd value a clearer breakdown of what service charges are for
- You felt the policy could be clearer to read and easier to understand
- You'd appreciate more timely communications.
🎯 We Did...
- Included clear definitions with our examples of service charges, so you know what your service charges go towards
- Included full names alongside acronyms to make the policy easier to understand
- Included a clear response timeframe, so you'll know when to expect a reply if you get in touch with us.
You can read more about the changes we've made in the updated policy here.
Update: Under review - 10th October
Thank you for all the valuable feedback on our Service Charge Policy! We are pleased to share that we received a total of 31 insightful comments and suggestions, as well as 15 survey responses. Your contributions are essential, and we're excited to explore your ideas.
Our vision is to ensure a safe, comfortable, and affordable home for every household.
🗣️ Here's what we heard:
- 80% of residents thought the language in the policy was clear
- 83% of residents thought that the policy was easy to understand.
There were three core themes raised by residents around our Service Charge Policy:
Residents expressed frustration with inconsistent service charges and would value a clearer breakdown and reductions in fees - especially if services are not received
Residents value timely communication around service charge enquiries
Residents would appreciate more consistent upkeep of communal areas, given the contributions they make through service charges.
We are now reviewing all feedback and revising the policy based on what you said and will publish the updated version with all your thoughts included soon.
We want to make sure this policy truly reflects residents' priorities.
Follow this project to stay informed at the bottom of the page and be the first to know!
Service charges help cover costs for things like grounds maintenance, cleaning of communal areas, and repairs to systems like door entry, lifts, and fire alarms. These charges are always based on what’s spent - Settle doesn’t make any profit from them.
To make sure the policy promotes fairness, reasonableness, transparency, accuracy, and consistency, we’d love to hear from you!
Your feedback will help shape how we continue to support residents, which is why we're inviting you to take our simple survey that should take no more than 10 minutes to complete.
📋This policy is no longer accepting feedback.
At Settle, we’re committed to ensuring our Service Charge Policy is clear, fair, and reflects the services we provide.
This policy review is now closed.
As part of our strategic plan of being a well-run social business, we're committed to maintaining our reputation as an organisation that demonstrates ethical behaviour and financial integrity.
Update: Final review published - 27th June
Your feedback was key in this policy review, helping us ensure that it reflects what’s important to you.
This policy covers the calculation, notification and collection of annual service charges from all residents in general needs, supported housing, flexicare and retirement living schemes, shared owners, leaseholders and freeholders.
🔍 You Said...
- You'd value a clearer breakdown of what service charges are for
- You felt the policy could be clearer to read and easier to understand
- You'd appreciate more timely communications.
🎯 We Did...
- Included clear definitions with our examples of service charges, so you know what your service charges go towards
- Included full names alongside acronyms to make the policy easier to understand
- Included a clear response timeframe, so you'll know when to expect a reply if you get in touch with us.
You can read more about the changes we've made in the updated policy here.
Update: Under review - 10th October
Thank you for all the valuable feedback on our Service Charge Policy! We are pleased to share that we received a total of 31 insightful comments and suggestions, as well as 15 survey responses. Your contributions are essential, and we're excited to explore your ideas.
Our vision is to ensure a safe, comfortable, and affordable home for every household.
🗣️ Here's what we heard:
- 80% of residents thought the language in the policy was clear
- 83% of residents thought that the policy was easy to understand.
There were three core themes raised by residents around our Service Charge Policy:
Residents expressed frustration with inconsistent service charges and would value a clearer breakdown and reductions in fees - especially if services are not received
Residents value timely communication around service charge enquiries
Residents would appreciate more consistent upkeep of communal areas, given the contributions they make through service charges.
We are now reviewing all feedback and revising the policy based on what you said and will publish the updated version with all your thoughts included soon.
We want to make sure this policy truly reflects residents' priorities.
Follow this project to stay informed at the bottom of the page and be the first to know!
Service charges help cover costs for things like grounds maintenance, cleaning of communal areas, and repairs to systems like door entry, lifts, and fire alarms. These charges are always based on what’s spent - Settle doesn’t make any profit from them.
To make sure the policy promotes fairness, reasonableness, transparency, accuracy, and consistency, we’d love to hear from you!
Your feedback will help shape how we continue to support residents, which is why we're inviting you to take our simple survey that should take no more than 10 minutes to complete.
📋This policy is no longer accepting feedback.
