On Tuesday at 1pm, Property Matters takes a closer look at something that affects thousands of households across England and Wales, yet rarely gets the attention it deserves. Service charges. Those yearly totals that arrive through the letterbox and leave many residents scratching their heads, wondering how the numbers were worked out.

Joining Gareth Wax in the chair will be myself, Hamish McLay, and we’re pleased to say we’ll also be joined by Zahrah Aullybocus, whose experience in leasehold, shared ownership and consumer rights brings an extra layer of insight to this week’s conversation.

A recent example from Metropolitan Thames Valley Housing shows how powerful simple clarity can be. They redesigned their service charge letters. Nothing dramatic, no major overhaul. Just clearer explanations and a more straightforward structure. The result was a sixty three percent drop in residents phoning up with queries. That tells its own story. Most confusion stems from unclear presentation rather than any unwillingness to pay for genuine services.

It reminds us that many frustrations begin long before any dispute. A resident receives a figure with little context. There may be line items that sound technical or unclear. People naturally feel unsure and the questions start. A little more transparency at the beginning saves everyone time later.

What stands out is how easily other housing associations and councils could follow suit. They already hold the information. They already know what is being charged and why. The real challenge is explaining it in a way that feels human and easy to understand. Plain English goes a long way. So does showing what changed from last year, how budgets compare with actuals and what major works are planned.

Some providers are beginning to take this seriously. Others could learn from involving residents directly. Putting early drafts of letters, statements or online account pages in front of a small resident group often reveals where the confusion lies. People quickly highlight unclear headings, missing explanations or sudden rises that need proper context.

The government’s recent push for stronger leaseholder protections leans in the same direction. There is growing emphasis on standardised statements and clearer annual reporting. The message is clear. Residents want to understand what they are paying for and providers want fewer disputes. Transparency benefits everyone.

For conveyancers and buyers, this shift also matters. A leasehold or shared ownership purchase becomes far smoother when the service charge history is laid out clearly. Good information helps buyers plan ahead and helps solicitors give more confident advice. Transparency becomes part of safe, sensible conveyancing.

In Property Matters this week, we’ll look at how small changes make a real difference. With Zahrah joining us, we’ll also explore where transparency supports consumer protection and why clearer information leads to better outcomes for everyone involved.

If housing providers want fewer complaints and residents want fewer surprises, the answer is the same. Better communication, clearer figures and more open conversation.

Watch live on our YouTube channel:
https://www.youtube.com/@SpillingTheProper-Tea
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