Service charges

Service charges

Your service charge covers the cost of maintaining your building and neighbourhood. The charge reflects the real cost of providing the service. We do not make a profit.

On this page, you can find helpful information about specific charges, how we calculate them, and more.

How we work out service charges

We calculate service charges based on the previous year's costs, usually adjusting for inflation. However, there may be some changes that are not in line with this. We aim keep service charges fair and affordable while maintaining the safety and quality of your home and building.

Your service charge covers a range of communal services, which could include:Money Icon

  • Cleaning and upkeep of shared areas.
  • Maintenance of lifts and intercom systems.
  • Fire safety equipment checks.
  • Communal utilities like lighting and heating in shared spaces.

You can see a full breakdown in your service charge statement. 

Below, you can also find specific information about what we charge for and how we allocate this.

Paying your service charges

There are a range of different ways you can pay your service charges. Please use the methods below.

Direct Debit

Set it up on a date that suits you, and pay in monthly instalments. Get in touch to set this up with us.

Contact us

Online (AllPay)

Pay online, by phone, or in person at local PayPoint or Post Office locations using your unique Payment Reference Number (PRN) — this can be found on your THCH Payment Card.

Paypoint Locations     Post Office Locations

Phone

You can pay over the phone anytime by calling AllPay or THCH (during our office hours). You need your Unique Reference Number (URN), address, and answer to your security question.

If you call THCH out of office hours, press 1 to be transferred AllPay.

AllPay: 0330 041 6497

THCH: 020 7780 3070

Standing order/BACS

You can set up a standing order, or do a BACS payment via your bank. Make sure to put your Unique Reference Number (URN) as the payment reference.

Bank details:
Sort code: 20-00-00
Account number: 33115607

Charges - descriptions and allocations

We regularly review our services to ensure they are effective, and costs reflect actual delivery. Below, you'll find any updates on how charges are set, along with details on what’s included in your service charge. You can also check your statement and see a breakdown of each charge.

Don’t worry — you’ll only be charged for the services provided to your block, not everything listed here. 

Cleaning

 
Charge What is the charge for? How is it allocated?
Estate & block cleaning Cleaning of internal and external communal areas like entrances, hallways, bin stores, and stairs. The charge includes cleaner salaries, the cost of materials and equipment, van hire, deep cleans, and rapid response to health & safety risks. From April 2025, the cost is split across residents based on the number of properties in each block. Before this, costs were based on the estimated time cleaners spent in each block. Note: all THCH blocks follow the same cleaning standards and schedule
Window cleaning Cleaning of communal windows, including windows on communal doors. You are responsible for cleaning the windows inside your home. This cost is shared by you and your neighbours.

 

Environmental and outdoor

  • Bin maintenance and storage: hiring, maintaining and cleaning large bins for household waste. Includes annual deep cleans of bins, chutes and underground refuse systems.
  • *Grounds maintenance: upkeep of gardens, green spaces, and outdoor communal areas.
  • Pest control: prevention and treatment of pest issues in shared spaces.
  • *Playground maintenance: ensuring children’s play areas are safe and well-maintained.
  • Rubbish clearance: removal of large waste items and fly-tipping from communal areas.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

*If you see these charges on your statement, they are are split by estate. This means you and your neighbours on your estate will share the cost. Read more about grounds maintenance on our 'Looking after your estate' page.

Insurance

 
Charge What is the charge for? How is it allocated?
Building insurance Providing building insurance for your block and home, protecting against any structural damage.

It is based on the estimated cost to rebuild your individual p roperty. The premium is provided directly by the insurer.  

Click here to visit our detailed website page about this issue.  

Building insurance excess layer This additional coverage may be required because your building is considered higher risk by insurers.

It is based on the estimated cost to rebuild your individual property. The premium is provided directly by the insurer.  

Click here to visit our detailed website page.  

Lift insurance An insurance premium for your lift. This charge is shared by you and your neighbours in your block.

Click here to visit our detailed website page about this issue.

Building insurance page

Management and miscellaneous

 
Charge What is the charge for? How is it allocated?
Audit fee Independently commissioned audits to review our service charges and ensure they are correct and fair.   This charge is allocated across all leaseholders and shared owners, so is shared by those two groups of residents.  
Communal TV aerial and/or satellite maintenance Maintaining shared television aerials and/or satellites .   This charge is shared by you and your neighbours in your block.
Management charge Organising and managing the services provided to your building (e.g. IT, income, production, communication, accounting, general overheads, debt recovery, consultations). This is calculated as 15% of your entire service charge.
Third party managing agent Where a different management company to THCH provide and manage services. This charge is shared by you and your neighbours in your block.

Repairs and maintenance

 
Charge What is the charge for? How is it allocated?
Communal repairs Repairing shared parts of the building, including roofs, walls, and drainage.  This charge is shared by you and your neighbours in your block.
Lift maintenance Servicing, testing and repairs to ensure lifts, and the phone lines inside them remain safe and operational.  This charge is shared by you and your neighbours in your block.

Safety and security

  • CCTV: maintaining and operating any security cameras in communal areas.
  • Door entry systems: maintaining and repairing intercoms and key fob systems for secure access.
  • Emergency lighting: lighting systems that guide residents during power outages or emergencies.
  • Fire Risk Assessments (FRAs): assessing any risks that could cause a fire and any actions that will reduce these risks.
  • Security: any broader security measures, such as patrols, concierge, or CCTV monitoring.

If you are charged for these on your statement, the costs are shared by you and your neighbours.

Utilities and services

 
Charge What is the charge for? How is it allocated?
Cold water storage Maintaining water pumps and tanks used to store and supply water, as well as ensuring that the water system is clean and safe when water goes to your household.  This charge is shared by you and your neighbours in your block.
Communal electricity Electricity used in shared spaces like hallways, lifts, door entry systems and outdoor lighting. This includes any safety and testing work.  This charge is shared by you and your neighbours in your block.
Communal heating maintenance Maintenance, safety, testing, servicing and repair work for your boiler if you have a communal system.  This charge is shared by you and your neighbours in your block.

Water rates (Peter & Painter House)

  • Residents living in Peter and Painter House do not have an individual water meter. We pay the water company for the usage and apportion the cost per home.
  • Residents living in Peter House will pay an equal share. The charge for residents living in Painter House will depend on how many bedrooms you have.
  • Your charge will reflect how much water was used over previous years. 

Types of service charges

Service charges usually change each year based on the cost of providing services and factors such as inflation.

We regularly review contracts and look for ways to provide value for money while maintaining quality. We use two types of service charges.

Fixed service charges
Bank iconThese are set at the beginning of the year and don’t change. They are typically used for general needs residents.

Variable service charges
This means the service charge may be adjusted at the end of the year if actual costs vary. This is typically used for leaseholders. More information about this can be found on our actuals page.

Your rights, feedback & support with paying

Can I review my service charges?
Yes. We provide detailed statements showing what’s included. Please contact us if you have any questions about this.

How can I share my feedback?
We value your input. You can help shape services by taking part in budget discussions or letting us know if something isn’t working as it should.

Need help paying your charges? Have questions or concerns?
If you’re struggling, please contact us as soon as possible. We can offer advice, support, or explore payment options to ease the burden.

Contact us at our usual details, or call our Tenancy Sustainment Officer, Abdul Malik, on 020 7780 3077.

Information for general needs residents

As a general needs tenant, your service charge is separate from your rent.

If you need to find information about your rent and how to pay, click below to go to our dedicated page.

Information about your rent