Your service charge pays for the services and upkeep of shared areas where you live. Following your feedback, we’re making several improvements to how we manage these services and how your charge is set.
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What your service charge covers
Service charges vary depending on your building or neighbourhood, but can include:
- Cleaning and grounds maintenance
- Repairs and upkeep to shared spaces
- Managing-agent services
- Utilities, such as electricity, for communal areas
- Shared facilities such as lifts, door-entry systems or CCTV
Your annual letter will explain exactly which services apply to your home.
If you live in a rented home, you have a ‘fixed’ service charge. This means the amount you pay for the year won’t change after we’ve made our estimates, regardless of actual costs.
If you live in a leasehold or shared ownership home, you have a ‘variable’ service charge. This means the amount you pay for the year can change depending on the cost of the services.
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Your service charge letters
Your service charge letter will be sent in February or March or on the anniversary of your lease and will set out:
- your service charge for the coming year
- how costs have been calculated
- what each element covers
This update is to keep you informed about how charges are set. It is not a consultation.
For leaseholders and shared owners, we’ll also write to you with the actual annual cost of your service charge within six months of the end of the financial year (usually in September). If our estimate is too low, we’ll charge you any additional money you owe us. If our estimate was too high, we will credit your service charge account accordingly.
Contact us about your service charge
If you have any questions about your service charge, the easiest way to get in touch is to contact the Neighbourhood Lead who has oversight of all services in your area.
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How your service charge is changing
We’ve listened to your feedback and we’re strengthening our oversight of the services in your neighbourhood, giving your neighbourhood team a clearer role in monitoring what you receive.
Your Eastlight Team delivers place-based support, focusing on what matters most to you and your neighbours. Across four regions, our 32 neighbourhood teams provide local help tailored to each community, with specialist teams ready to assist with more complex situations.
Your team brings all Eastlight services together – including repairs, property and housing support – so it’s easier to get everything you need in one place. This includes answers to any you may have about your service charge. See FAQs here.
As part of our wider service charge improvement project, we’re also:
- Strengthening our oversight of managing agents
- Ensuring regular checks so services match the needs of each neighbourhood
- Improving how we manage contracts and utilities, such as gas and electricity
- Reviewing high charge service charge caps each year to help keep costs fair for all residents.
These changes directly respond to concerns raised by residents and will increase accountability and the value for money for the services you pay for.
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Moving from historic costs to estimated costs
Until now, many charges have been based on the previous year’s spending. This could lead to outdated figures, especially if the year included unusually high or low expenditure.
We’re now moving to setting service charges based on the estimated costs for the year ahead. This approach:
- Gives a clearer and more accurate view of expected spending
- Avoids relying on outdated figures
- Supports better control of costs
For this coming cycle, charges are being set using estimated 2026-27 costs. You will receive updates on what this means for you in early 2026 and further information will be available via the My Eastlight Portal.
Why your service charge might change
Some residents may see a reduction if historic costs were unusually high. Others may see an increase if services are expected to cost more in the coming year.
With better oversight of managing agents and service providers, we expect to manage costs more effectively, but some variation is still possible. Any changes will be clearly explained in your annual letter that explains your new service charges.
Where to find more information
More detail about these changes will be published on the My Eastlight Portal. If you have questions once your letter arrives, our neighbourhood teams, supported by our service charge experts, will be ready to help.
Meanwhile, the resources below can help you understand your rights, get advice or challenge charges if needed:
Frequently asked questions
A service charge is a payment you make on top of your rent to cover the cost of services or shared areas that benefit your building or estate.
These may include cleaning and lighting of communal areas, grounds maintenance, lift servicing or door-entry systems. Service charges are a way to share the cost of these services fairly among the residents who use them.
Rent covers your home itself, while service charges pay for communal or shared services that go beyond your individual property.
For example, rent covers your flat, while the service charge pays for lighting in the stairwell, lift upkeep or cleaning of shared areas.
It depends on your building and neighbourhood. Common examples include cleaning of communal areas, grounds maintenance and gardening, lighting and power in shared spaces, lift servicing, door-entry or CCTV systems and bin-store cleaning.
Your annual letter will list the exact services you’re paying for.
Service charges are based on the estimated cost of providing services to your building or estate. Each resident pays a fair share.
Differences occur because not all homes receive the same services or are the same size. If your neighbour doesn’t have access to certain communal areas or has a different tenancy type, their charge may be lower.
Leaseholders and tenants may also be charged differently under their agreements.
Most service charges are eligible, but not all. Charges linked to communal services, such as cleaning or lighting, are usually covered. Personal or optional services, such as window cleaning for ground floor homes or TV aerials, may not be.
Service charges are reviewed every year. Eastlight estimates costs for the coming year and adjusts them if needed. You’ll receive a letter explaining any changes before the new charge begins.
Contact Eastlight’s Customer Services Team on 0330 128 0330, who will begin the process of checking your service records, investigating the issue and correcting any errors. Our neighbourhood teams will have oversight of the area where you live, so will be able to help with any queries.
If you’re not satisfied, you can follow the complaints process or contact the Housing Ombudsman here.
Your annual letter includes a breakdown of estimated costs. This will also be available on the My Eastlight Portal. You can request a detailed breakdown showing the services included and how costs were calculated.
Eastlight must provide this information and, for leaseholders, copies of invoices or estimates if requested.
Yes. Speak to Eastlight first and the neighbourhood and service charge teams can review your account and provide evidence of costs.
If you’re still unhappy, you can raise a formal complaint – or, if you’re a leaseholder, apply to the First-tier Tribunal (Property Chamber). Tenants can also seek help from the Housing Ombudsman here.
