2026 Service Charge Survey

We’re gathering insight on service charges. The findings will help build evidence for a strategic legal challenge over the government’s failure to protect tenants and residents from systematic service charge abuse.

Time to complete: 10 minutes.

This survey is relevant for anyone who pays a service charge. We are very keen to capture a wide range of experiences by people from different backgrounds:

Those who pay service charges directly from their own bank account
Those whose service charges are paid via welfare benefits
All landlord types (housing association, council, private, almshouse, etc)
All tenancies (full renter, shared owner, leaseholder)

The survey is completely anonymous and runs until Friday 19th February. It is open to all, not just SHAC members, so please share it with neighbours

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About Your Service Charges

Overall, how much has your service charge changed over the last year?

It has decreased
It has stayed the same
0% – 5% increase
6% – 10% increase
11% – 20% increase
21% – 50% increase
50% – 100% increase
More than 100% increase

How do you cover your service charge payments (Tick all that apply)

Housing Benefit / Universal Credit
Income from work
Occupational or state pension
Other

Have problems with benefits payments delays ever caused problems with covering your rents or service charges?

Are your service charges currently in arrears?

Yes – I am withholding payment
Yes – I cannot afford to pay
Yes – my benefits have been delayed
Yes for another reason
Not in arrears

In your last service charge demand (actuals), did you identify any of the following (Tick all that apply):

Overcharging
Undercharging
Charges for non-existent services
Incorrectly apportioned costs
A different list of charges compared to the previous year
None of the above

If you identified overcharging, were you able to obtain a refund?

No — I did not apply for a refund
No — I applied for a refund but didn’t receive one
Yes — I received refunds for all overcharges
Yes — I received refunds for some overcharges

If you have identified overcharging or inaccuracies, was it a one-off, or has it recurred in multiple years?

Single year only
Multiple years

If you have an ongoing challenge relating to a service charge bill, how long has it been ongoing:

Less than one year
Between one and two years
Between two and three years
Between three and four years
More than four years
Not applicable

If you have challenged a historic service charge bill that has now concluded, how long did it take to resolve?

Less than one year
Between one and two years
Between two and three years
Between three and four years
More than four years
Not applicable

Have you requested a summary statement of your service charges in the past year?

Yes — through a formal Section 21 (Landlord and Tenant Act 1985) request
Yes — without making a Section 21 request
No — I have not requested a summary
I receive the summary automatically each year

What was the landlord or managing agent's response?

I received a full summary of service charges
I received an incomplete response
I received no response

If you received a response, how long did it take to arrive?

Within 30 days
More than 30 days

Did your response contain any of the following? (Tick all that apply)

New items not listed in previous years
A greater number of items overall than in the previous year
Charges for services that don’t apply (eg lift maintenance where there is no lift)
Unclear headings for charges

Have you asked to inspect the service charge documents?

Yes — through a formal Section 22 (Landlord and Tenant Act 1985) request
Yes — without making a Section 22 request
No — I have not asked to inspect the documents

If you were invited to inspect the supporting documentation at the landlord’s or managing agent’s office, how would you describe the experience?

The landlord / managing agent was helpful
I was able to inspect all the documents
I found all the information I needed
The landlord / managing agent was obstructive
Some invoices were missing
The documentation was incomplete
The documents were on a screen, not printed out
The landlord / managing agent did not allow me to inspect the documentation

Have service charge problems caused the following effects?

Tensions in personal relationships
Tensions in relationship with landlord or managing agent
Increased debt
Cut back on essential household spending
Physical ill-health
Mental ill-health
Absence from work
Performance problems at work
Worries about future charges
Reduced trust in the transparency or credibility of service charges

Attempting Resolution -If you have used any of the following means to try to resolve a service charge dispute, please indicate how effective they were (1 star = ineffective, 5 stars = highly effective):

The landlord or managing agent

Rate 1 out of 5Rate 2 out of 5Rate 3 out of 5Rate 4 out of 5Rate 5 out of 5

The Housing Ombudsman Service

Rate 1 out of 5Rate 2 out of 5Rate 3 out of 5Rate 4 out of 5Rate 5 out of 5

The Regulator of Social Housing

Rate 1 out of 5Rate 2 out of 5Rate 3 out of 5Rate 4 out of 5Rate 5 out of 5

The First Tier Property Tribunal

Rate 1 out of 5Rate 2 out of 5Rate 3 out of 5Rate 4 out of 5Rate 5 out of 5

Profile

Is your landlord …

A housing association
A council
A private landlord

Service managing you

Is your tenancy …

A full rental
A shared ownership
Leasehold
Freehold

What is your location

Case Study Contact – if you are willing to be contacted by the legal team to discuss your answers in more detail, please provide information here (these will not be published)

Name

Phone number

Please share on your social media platforms:

Facebook ~ Instagram ~ Bluesky ~ Twitter

If you would like to join SHAC and help us win the campaign to End Service Charge Abuse, please register (free) here. Thank you!

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About Your Service Charges

Attempting Resolution -If you have used any of the following means to try to resolve a service charge dispute, please indicate how effective they were (1 star = ineffective, 5 stars = highly effective):

Profile

Case Study Contact – if you are willing to be contacted by the legal team to discuss your answers in more detail, please provide information here (these will not be published)

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