What is a service charge?

Service charges cover the cost of any extra services we provide in the area you live. Not everyone pays a service charge so we will make it clear at the start of your occupancy  if you need to pay for any extra services in addition to your normal weekly rent or accommodation charge. The cost is shared between everyone who receives these services.  Service charges are covered under the terms of your agreement. They will vary depending on the number of different services you receive.

How are my service charges apportioned between my neighbours and me?

The cost for providing services is normally shared out equally between all the properties in the block or area.

What work is included with the service charges?

We provide a wide range of extra services. The services we provide differ depending on where you live and the local facilities available. Not everyone receives these services as it’s not always possible to provide them in your area. Here are a few examples of these services that may be included in your service charge.

• Heating and hot water
• TV aerials
• Door entry system
• Grounds maintenance
• Electricity charges
• Lighting maintenance
• Refuse containers
• Fire equipment protection
• Management fee

If you would like more information on these examples and to see how they are calculated, please contact us.

Can I get any help towards my service charge?

You may be able claim for the services charges listed under ‘Eligible for Housing Benefit and Universal Credit’. Please contact your local authority for more information.

If you are facing challenges as a result of the cost-of-living crisis. Help is at hand. Please contact our Income Collection Team on 0800 529 8789 or get in touch with our Affordability Officer, Cath Stone on 07974 751 084.

Can I opt out of some of the services, for example I never use the garden?

The services provided are a condition of your agreement.  You cannot opt out of the service.

What if I believe the service charges are unreasonable? 

Please write to ‘Riverside Scotland, 44-46 Bank Street, Irvine, KA12 0LP’ or email [email protected] about your concerns on the proposed service charge.  We will review your feedback and write back to you. In some instances, the feedback will be noted but we may not be able to action it. For example, if you request that we reduce the servicing of a fire alarm.  This is a request that we cannot action.

My service charges increase every year but the services I receive do not change. Why is this?

We follow strict legislation about what costs we can recover from customers, and we try to keep any increases to a minimum. Costs can still go up or down, for example, due to a new contract agreement with a supplier, new legal obligations around health and safety, or inflation.

I am not satisfied with the level of service provided by the contractor. What should I do?

You can raise a concern over the service via our Customer Service Centre. You can make a formal complaint if you feel we’ve not adequately responded to your concern.