Service charge accounts FAQs

We’ve added answers to a number of questions you may have regarding the issuing of the 2024/25 service charge accounts.

Why am I only receiving the 2024/25 service charge accounts now? 

The certified 2024/25 service charge accounts were completed in May 2026. However, a mailing house malfunction resulted in some residents not receiving the documents as intended. Once this issue was identified, a review was undertaken and arrangements made for the accounts to be reissued. We appreciate the frustration this has caused and apologise for the delay. 

Why did different NHG teams give me different information in the summer, when it became apparent some of us hadn’t received the 2024/25 accounts?

At the time enquiries were being raised, our records indicated the accounts had been issued. The mailing issue only became apparent following further investigation. This resulted in some residents receiving conflicting information while the matter was being reviewed, we are sorry for this confusion.

Why wasn't there better communication?

We recognise communication during the review period could have been better. There was limited progress to report while investigations were ongoing, but we realise more regular updates would have been helpful for residents and it's something we're committed to improving. 

Has NHG lost the right to recover these charges because of the delay?

No. A Section 20B notification for the 2024/25 service charge year was issued on 22 September 2025. This preserved NHG's ability to recover the costs for these services while the accounts were being finalised and certified. The certified accounts have now been approved and issued in accordance with the service charge process.

What if I have an amount to pay?

We understand that some residents may be concerned about the financial impact of any balance due, particularly during ongoing cost-of-living pressures.

If there is a balance to pay, we will offer affected residents the opportunity to spread payments through an agreed payment plan of up to 12 months. Please talk to us about this so we can help.

Can I pay over a period longer than 12 months?

We understand some residents may feel they need a longer repayment period. However, as a housing association, we are unable to offer credit arrangements beyond 12 months.

For this reason, 12 months is the maximum repayment period available.

Where can I get help if I am experiencing financial difficulties?

We are here to help if you are struggling and offer a range of support for residents who may be experiencing financial hardship.

You can find information about our cost-of-living support services on our website.

Why wasn't I warned this bill was coming?

A Section 20B notice was issued during the statutory timeframe to advise residents that costs had been incurred and would be subject to future certification. We recognise that the subsequent delays and mailing issues may have caused uncertainty, which is why advance communications were issued ahead of the re-release of the certified accounts.

Why am I receiving service charges when I was moved from my home because the building was unsafe?

We understand residents may feel frustrated given the circumstances leading to you moving from your home. The 2024/25 accounts reflect costs incurred during that accounting period and the majority of expenditure relates to the period before the structural issues were identified and you were moved from your home. The accounts have been independently certified and issued in accordance with the lease and service charge requirements.

Why am I paying for services that I could not use?

The accounts reflect actual expenditure incurred during the accounting period of 1 April 2024 to 30 March 2025. This was before you were moved from the estate and relates to contractual, operational and statutory obligations associated with managing the building during that period. Service charges are still payable for the period after moving from Stratford Halo, which is explained more below.

Do I need to pay service charges for the period I am relocated?

Yes, service charges are still payable during this time. We have taken steps to reduce the services where possible, but any reductions would not be seen until the next accounts are issued, after the end of the 2026/27 financial year. We also need to continue to deliver services which keep your buildings compliant (lifts, fire safety, insurance) and accessible for you to access safely.

We are also paying for services being delivered at your temporary accommodation, so it is reasonable to seek a contribution from you towards the reduced services at your home. As a not-for-profit organisation we have a duty to recover costs for services and deliver value for money.

How has the money been spent? Can I see a breakdown?

A detailed breakdown of expenditure is included within the certified service charge accounts. If you require further information, you can contact the service charge or estate team via a service charge enquiry on My Account for further explanation.

Common expenditure categories include:

• Concierge and security

• Utilities

• Repairs and maintenance

• Cleaning

• Insurance

• Management fees

• Compliance and statutory requirements

You can see a more detailed breakdown of the types of services you can be charged for on our website.

I am in the buy-back process. Will this affect my case?

As the 2024/25 accounts have been validly served, any balance arising from the certified accounts may need to be considered as part of the buy-back process. Residents with an active buy-back case should discuss their individual circumstances with the team managing their case.

For former residents who have already completed the buyback process, these service charges will not apply as the buyback legal agreement is final and binding. Your final service charge account has been issued for information and no further action is needed.

Why should I pay these charges if NHG is buying my property back?

The service charge process and the buy-back process are separate matters. Any outstanding service charge liabilities remain subject to the terms of the lease unless otherwise agreed. Residents involved in buy-back discussions will receive advice on how any outstanding balances may be treated as part of their individual settlement.

Can I challenge the charges?

Residents are entitled to raise queries regarding service charge expenditure and request further information. The service charge team will investigate any concerns raised and explain the basis of the charges and the options available to leaseholders should they wish to formally challenge them. You can contact the team by raising a service charge enquiry on My Account.

Do you make a profit from service charges?

No. Notting Hill Genesis is a not-for-profit organisation, and service charges do not generate a profit.

Residents are charged for the cost of delivering services to their building or estate. Service charge income is used to recover the costs associated with those services.

Who should I contact if I have questions?

Please ask any questions by raising a service charge enquiry on My Account or speak to the estate team.

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