Being Heard: Understanding Tenants’ Experiences of Service Charges

Join us for an interactive event exploring service charges in social housing and what they mean for tenants and communities.

The event will begin with a short presentation sharing findings from recent research on tenants' experiences of service charges and the challenges they can face in understanding how charges are calculated and communicated.

This will be followed by a panel discussion with representatives from housing providers, the Housing Ombudsman Service, Southampton City Council, Citizens Advice, and other organisations involved in housing and tenant support.

The main part of the event will be an open discussion, giving attendees the opportunity to share their experiences, ask questions, and discuss what clearer, fairer, and more transparent service charges could look like in practice.

Through guided conversations and interactive activities, participants will work together to identify practical ideas for improving communication and accountability. Attendees will also have the opportunity to contribute to a resource that will bring together the key messages and recommendations from the event and share them with a wider audience.

How are service charges in social housing calculated, explained, and experienced by tenants?

This event will explore the experiences of people living in social housing and the role that service charges play in their everyday lives. It will look at how information about service charges is shared, how easy it is for tenants to understand, and what can be done to improve transparency, communication, and trust between tenants and housing providers.

Drawing on findings from a recent research project, the event will bring together tenants, housing professionals, policymakers, advice organisations, and researchers to discuss current challenges and share different perspectives on the issue.

Attendees will hear about the latest research, learn how organisations across the housing sector are working to improve communication and accountability, and have the opportunity to ask questions and share their own experiences. Together, participants will explore practical ways to make service charge information clearer, fairer, and more accessible for tenants.

Whether you are a tenant, work in housing, support local communities, or are interested in housing issues, the event will provide an opportunity to learn from others, contribute to the conversation, and help shape recommendations for improving practice across the sector.

Dr Chiara Prevete-Lecturer in Law Southampton University and member of the People, Property and Community Research Center

This event is open to anyone interested in social housing, tenant experiences, consumer rights, housing management, and service charge transparency.

Tenants, Local community, Southampton City Council, Housing Associations, Housing Professionals, Lawyers, Researchers

 Email C.Prevete@Soton.ac.uk

31/10/2026