Tenant rent and service charges

Rent and service charges affect every household, but they are not always easy to understand or challenge. At this time of year many tenants receive letters about changes to their rent or other charges, so this session helps you understand your rights and what those changes should look like in practice.

We explain how social housing rents are set, including the rules and limits landlords must follow, what they are allowed to charge for, and what information you have a right to see. We also look at recent government announcements on rent convergence, which allow some landlords to gradually bring rents closer to the level set by the national rent formula. We explain what this could mean for tenants in practice, and how increases must still stay within national rent caps and regulatory standards.

We cover what your landlord is responsible for, how changes should be explained, and the main routes you can use if you think a charge is wrong or unfair, including complaints and formal challenges. We also look at the support landlords should provide if tenants are struggling to pay their rent — such as early contact, clear information, support with benefits and budgeting, and working with tenants to agree manageable repayment plans.

We also discuss what tenants can do if they are worried about paying their rent, including contacting their landlord early, checking benefit entitlement, and seeking independent advice, as early conversations and the right support can help prevent arrears from escalating.

The session includes contributions from practitioners sharing what has worked in practice. We look at what good practice looks like when charges are clear, transparent and well-managed, and when tenants are properly involved.

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