FAQs for shared owners

Why have my service charges gone up by more than RPI/rate of inflation?

Service charges relate to works or services undertaken in and around your area. We organise and pay for these services direct with the contractors. We then apportion and pass these costs to you. We only pass on costs incurred so these are not subject to RPI or inflation increases.

I have a completed direct debit form…what do I do with it now?

Please either call us on 0845 234 0791 and we can set up your direct debit over the phone. Otherwise, please post it to our address. Please ensure you complete the forms in full and include your address and relevant references if available. If you are a Russet resident, please contact Sarah Chatfield on 01732 781 943.

Can I have my statement explained?

Please note that each line denotes a charge period. Therefore, if you have charges applied once a month but have paid twice within that month, both payments will be added together and shown as one payment. Please contact us for any further additional information about your account statement.

Why does my statement say ‘Rent Statement’ when I don’t pay rent?*

*Please note: this does not apply to Russet statements.

The statements are produced and apply across the whole Circle Anglia Group. We are unable to separate certain statements and change the wording. This would also incur a high cost to the organisation which we feel is not value for money. We are always reviewing our processes and continuing to make improvements. If we are able to easily and cheaply make these changes in the future, we will do so.


What does the management fee and admin charge pay for?

  • The management charge and admin fee covers the following extensive but not exhaustive list of services:
  • Maintenance of your service charge account including logging your payments, sending statements, issuing your Estimated service charges and Actual Accounts each year
  • Provision of a repairs reporting service for the raising of external repairs to the building and the cost of any visits to the site by an internal surveyor or leasehold Portfolio Manager in relation to any repair work
  • Processing any Building Insurance claims
  • To act as a liaison with other residents in the building ensuring that they comply with the tenancy agreement/lease as appropriate
  • Dealing with general enquiries by phone or correspondence
  • Managing and supervising estate services including cleaning and grounds maintenance, which they are providing for all residents.
    Accounting services, processing invoices, etc.
  • Answering queries from leaseholders
  • Other services operated by central teams, such as Finance, HR, Payroll, Service Development, IT, and the area Office
  • Preparing notices for major works
  • Issuing estimated costs of major works
  • Supplying information to leaseholders on loan and payment methods
  • Processing repair orders
  • Meeting with residents.


What do I do if I am unhappy with a service being provided in the area, for example cleaning or gardening?

Please contact your Portfolio Manager in the first instance. You can find their details here. They can investigate the services being provided and feedback to you.

If you wish to withhold paying charges due to a dispute relating to your charges, you must contact the Income Team immediately. If you are a Russet homeowner you should contact Sarah Chatfield on 01732 781 943 immediately.

We can reasonably allow a period of time for investigations and review of services if necessary. However, you may not withhold all charges if you are only disputing one part of your charges. If you do so or do not inform us of your dissatisfaction with any part of your services, we will continue to attempt to recover the outstanding charges.

I am struggling to pay…what can I do?

If you are having any financial difficulties and are struggling to pay your rent or service charge payments, contact us straight away! We can make reasonable repayment plans and give you contact details of local money and debt advice agencies. We can also give you basic benefits and debt advice. If you think you may be entitled to benefits, please check a benefits calculator such as http://www.entitledto.co.uk/.

If you don’t wish to discuss your financial situation with us, please contact any of the following free and independent advice centres:

  • Citizen’s Advice Bureau - visit Citizen's Advice to find lots of useful information and to find a local office
  • National Debtline on 0808 808 4000 or National Debtline.
  • Consumer Credit Counselling Service on 0800 138 1111 or CCCS.

We have a firm but fair policy on arrears. If you are struggling to pay, we won’t be able to help unless you let us know!