We've listened: charges dropped after appeals

FIRST Choice Homes headquarters in Oldham

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FIRST Choice Homes Oldham reduced or removed service charges to 183 homes after listening to the appeals of six tenants on an unpopular decision.

The housing association upheld six out of 12 appeals against recently implemented maintenance service charges to communal areas of flats and ensured the changes were also applied to 183 homes and tenants in similar situations to the applicants.

The fees were implemented in November after FCHO found themselves having to find £14m savings over the next four years following the Government's four-year one per cent rent reduction.

The savings saw FCHO lose 88 posts before they consulted with tenants on introducing the fees which covers the maintenance of communal areas of flats.

The company continues to face criticism from residents who felt the consultation was inadequate and FCHO implemented the charges regardless of feedback.

However, since committing the charges FCHO say they have worked with residents to make the best of what they realised would be an unpopular decision.

David Smith, customer first director at FCHO, told the Chronicle how they have worked with tenants.

As well as accepting and acting on appeals, FCHO agreed to explore a request from a small block of flats to opt out of the charges if they carried out maintenance themselves with the view to piloting it under the condition that the work is done to a set standard.

So far the offer has not been taken up and FCHO also deem it would only feasibly work in small blocks of two to four flats.

Mr Smith admitted the charges would be unpopular but said it was the best direction for the company to continue in.

He said: "We knew the charges were going to be unpopular, but getting charged more was never going to be popular.

"However, we felt this was the best direction.

"We believe the process we have followed has been thorough and has had a good response.

"We got asked by a small block of flats if they could opt out of the charges if they did their own cleaning.

"So we said we they could if they could maintain the standards we set out.

"We are willing to work with people."

He said: "We considered all 12 review and appeals. Six were successful and what we did was change it for others affected."

Mr Smith maintained the consultation was thorough as FCHO wrote to tenants, held nine local events where 10-16 colleagues were present to answer questions and at the requests of some residents and local councillors held a further three meetings in Saddleworth, Lees and Shaw.

As well as this they set up a webpage with information about the charges on and also answers to frequently asked questions.

After the consultation the board considered the views and decided to phase in the charges over three years, to cap the very highest service charges for their high rise tower blocks and review the impact of the charges on customers before the next phase of introduction.