How resident feedback is improving service charges
At Eastlight, residents’ voices play a vital role in shaping how services are delivered.
Our recent service charge scrutiny group, made up of residents and members of our Customer Influence Committee, reviewed how service charges are communicated, calculated and explained.
Below, we explain the main takeaways from the scrutiny report including what we’re doing differently and how resident feedback helps make services fairer and clearer for everyone.
To read the full report, click here.
The main objective of the scrutiny review
The focus of the scrutiny group was to answer the following question: “How can Eastlight ensure that service charges are shared and allocated in a consistent and transparent way?”
To achieve this objective, the scrutiny group took part in three workshops each focused on:
- Who is eligible for a cap and how these are applied
- What’s included within the service charge
- How we divide and allocate service charges
Together, the group received scrutiny training, reviewed presentations from Eastlight staff, discussed evidence and produced 10 recommendations, with many linked to improving communication, which have all be accepted by Eastlight.
The recommendations include:
- Clearer and earlier communication
Before any service charge changes are introduced in 2027, residents will receive advance communication, explaining what is changing and why. This means fewer surprises and more time to ask questions or get support.
- Easier access to information
We’ve created a new service charges area on our website – see here – and ensured all explanations are in plain-English. We also clearly state that residents only pay for the services they receive. The FAQs section will also be reviewed and updated every year to reflect residents’ most common questions.
- Stronger local support and digital options
Our Customer Services Team are on hand to answer your service charge queries. Your Neighbourhood Lead, through My Eastlight Team, can also support you by helping to explain what services should be delivered and raise concerns if standards aren’t met. This is a direct response to residents asking for clearer points of contact.
To suit different preferences, information will also be available in other formats including through our online self-service portal ‘My Eastlight’ and through printed guidance for noticeboards in communal areas. This ensures everyone can access information in a way that works for them.
- Value for money
Scrutiny recommendations also prompted a review of communal utility procurement. We’ve since successfully renegotiated our electricity contracts which ensure we seek the best value on renewal. This feedback has contributed to the financial efficiency of Eastlight.
- Deeper engagement with leaseholders
While we acknowledge leaseholder dissatisfaction is common across housing providers, we’re committed to engaging more closely with Eastlight leaseholders, improving the management of managing agents and providing a clearer leaseholder service offer.
- Showing that we’re listening
Residents told us it’s important to see the impact of their feedback. That’s why we’ll be creating ‘You said, we did’ style updates, showing what residents told us through surveys and scrutiny and what actions Eastlight has taken as a result. This will keep you updated with the progress we’re making while keeping up accountable.
How can I get involved?
We’re really grateful for the residents who joined us on the scrutiny group to challenge how our services are delivered. Your thoughts, ideas and concerns have been listened to and taken onboard and have since influenced the decisions we make.
Whether through surveys, workshops or future scrutiny groups, resident feedback helps shape better services for everyone.
