Working with customers to improve service charge information

We know service charges can sometimes feel complicated, particularly when it isn't clear what you're paying for, why costs have changed or who to contact if you have a question.

That's why our customers who are members of our Customer Scrutiny Panel and Designated Complaints Panel have been working with us to take a closer look at the information and support we provide around service charges.

The panels reviewed customer feedback, complaints and some of the letters, statements and information we provide. They identified several areas where we could make things clearer and improve the experience for customers.

Based on their feedback, we're working on improvements to:

• make service charge information clearer and easier to understand
• better explain what charges cover, how costs are worked out and why they may change
• make it easier to find the right team when you have a question
• improve the information and guidance available to customers
• help colleagues resolve questions earlier, reducing the need for customers to repeat themselves or raise a complaint.

The Customer Scrutiny Panel has also recommended involving customers in testing service charge webpages, letters and other information, so we can make sure they work for the people who use them.

We'll continue to monitor the actions agreed with our customer panels and make sure their feedback leads to meaningful improvements.

Thank you to everyone involved in the review. By working together and listening to customers' experiences, we can make our service charge information simpler, clearer and easier to use.