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Service charges

Understand service charges, what they cover and why costs change.

What is a service charge?

Service charges pay for services we provide in communal areas. Not everyone pays a service charge—if you do, we’ll make this clear at the start of your occupancy. Charges are covered by the terms of your agreement and are shared among everyone who receives the services. Costs vary depending on the services you receive.

Quick facts:

  • Included under your occupancy agreement
  • Shared across homes that receive the service
  • Varies by the services in your block or area

Check if you have a service charge

How charges are set and how variable charges work

How are service charges set?

Each year we estimate service costs and advise you through your annual variation notice. Estimates are based on current contracts or previous years’ actual costs. 

What is a variable service charge?

We estimate what we expect to spend at the start of the financial year, then compare it with actual spend at the end. The difference is the balancing charge, explained in your year-end statement.

  • If actual spend is more than estimated: the difference is added to your account
  • If actual spend is less than estimated: the difference is credited to your account

How the balancing charge is applied:

  • Tenants: spread over the following year
  • Leaseholders: refunded or payment requested

How your share is calculated and why it changes

Service descriptions – what you may be charged for

Below are service types that may be charged to Riverside customers. Services vary by area and home type.

  • Maintenance of grounds around communal areas
  • Regular management of trees around communal areas
  • Management and prevention of pests in communal areas
  • Bin hire and professional removal of fly tipping
  • Cleaning internal communal areas (e.g., block of flats)
  • Cleaning communal external windows (e.g., block of flats)

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Communal area charges
  • Maintenance of grounds around communal areas
  • Regular management of trees around communal areas
  • Management and prevention of pests in communal areas
  • Bin hire and professional removal of fly tipping
  • Cleaning internal communal areas (e.g., block of flats)
  • Cleaning communal external windows (e.g., block of flats)

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Safety checks
  • Risk assessments and maintenance for compliance (e.g., legionella testing)
  • Fire equipment maintenance and assessments (e.g., fire doors)
  • Testing of electrical items to ensure safety

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Utilities (communal)

Gas, electricity and water in communal areas (e.g., corridor lighting)

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Private utilities (individual homes)

Gas, electricity and water where supplied to individual homes (e.g., heating and hot water systems) 

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Service and maintenance
  • Door entry systems
  • Communal lifts
  • TV aerials
  • Barrier entry systems to car parks
  • Air conditioning in communal areas
  • CCTV cameras and equipment
  • Lightning protection on building roofs
  • Call response systems (“warden call”)
  • Communal laundry equipment

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Other charges
  • Estate management by an external company
  • TV licence fee for communal televisions
  • Building insurance (contents insurance is your responsibility)
  • Management and supervision of services at each scheme
  • Under or over collection from the previous financial year
  • Personal services to customers (not covered by housing benefit or universal credit)

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Usage charges

Cost of communal items (e.g., furniture) spread over their expected lifecycle. Calculated using lifecycle and an agreed inflation index. Items are only replaced when required. 

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Sinking funds and provisions (leaseholders)

Sinking funds are collected to cover repairs, renewals and replacements (e.g., roof replacement) to avoid large one-off bills. Provisions are similar and cover future works, including cyclical works (e.g., periodic internal or external painting). 

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Standard fees

  • Administration fee: 5% — delivering services to your block and external communal areas
  • Management overheads: 10% — management and supervision of services to your block and external communal areas
Rent and service charges

Opting out, concerns and complaints

Can I opt out of services?

No. Services are a condition of your agreement and cannot be opted out of.

What if I believe the charges are unreasonable?

Email info@riverside.org.uk with your concerns about the proposed service charge. We’ll review your feedback and respond.

You can also write to us at: 
The Riverside Group Limited, 2 Estuary Boulevard, Estuary Commerce Park, Liverpool L24 8RF 

I’m not satisfied with the service provided by the contractor – what should I do?

Raise a concern via our customer service centre. If you feel we haven’t adequately responded, you can make a formal complaint.

Help and support

You may be able to claim for services listed as eligible for housing benefit or universal credit. Please contact your local authority for more information.

If you’re facing challenges due to the cost-of-living crisis, help is at hand.

Find out more