2020-21 service charge statements

2020-21 service charge statements

Your questions and queries answered

If you pay a service charge, your most recent statement would have landed on your doorstep this week.

This statement relates to service charges applied during 2020-21.

The statement shows the difference between what we estimated the cost would be, and what the actual costs were for 2020/21.

This may result in either a:

  • Surplus – a refund is due to you
  • Deficit – there is a shortfall in what you have paid and an extra payment is required.

If you are a homeowner/leaseholder 

  • If there is a surplus, nothing else is owed and your account will be in credit.
  • If there is a deficit, any underpayment should be paid by 31 October 2021. Please note, payment terms and instalments can be negotiated, please contact our income team for more information. They can be reached by calling 0300 3300 900, selecting options 2, 2 and 2 or by emailing myaccount@havebury.com 

If you are a shared owner 

  • If there is a surplus, nothing else is owed and your account will be in credit.
  • If there is a deficit that is unaffordable and you are in receipt of Housing Benefit or Universal Credit, the money owed can be added to your 2022-23 rent. This means the costs will be spread over the 52-week rent year making the payments more manageable. Please contact our income team for more information. They can be reached by calling 0300 3300 900, selecting options 2, 2 and 2 or by emailing myaccount@havebury.com

If you are a tenant

The surplus or deficit will be added to the 2022/23 service charge estimate and adjust your weekly rent and service charge from April 2022 to take account of any surplus/deficit. Any Housing Benefit/Universal Credit applicable benefits will be adjusted in April 2022 when any surplus/deficit is added to the 2022/23 estimate.

This means you do not need to do anything now nor can you receive a refund. 


This booklet explains your statement in more detail.

We have also put together some useful FAQs in case you have any further questions.

  • I am dissatisfied with one of the services I receive. 

    If you have a complaint about an element of service that you receive from us, for example, grounds maintenance or cleaning, you need to report this to our tenancy and estates team. You can:

    • Log your issue on myHavebury. If you are not sure whether a piece of land belongs to us, or the Council, you can check this via the ‘grounds maintenance’ tile on the app.
    • Call our team on 0300 3300 900, selecting options 2, 3 and 2 for area queries or options 2, 4 and 2 for tenancy queries.
    • Email the team at myarea@havebury.com

    If you have an outstanding repair, you can:

    • Log the repair on myHavebury and book an appointment for a member of our team to come and fix the issue. Once made, you can also change the appointment date and time if you need to.
    • Call our team on 0300 3300 900, selecting options 2, 1 and 1.
    • Email the team at repairs@havebury.com 
  • I would like to claim a refund.

    If you are a leaseholder or shared owner in surplus, you can request a refund. To do this, please contact our income team. They can be reached by calling 0300 3300 900, selecting options 2, 2 and 2 or by emailing myaccount@havebury.com

  • I am a new tenant, what am I expected to pay?

    As a new tenant, you will only have paid the service charges from the date your tenancy began, and your statement has been adjusted to reflect this. The amount on page one of the statement shows the actual amount you will have been charged/is due for the period of your tenancy that year. The second page shows the full annual cost relating to your property.


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