Being Heard: Understanding Tenants' Experiences Of Service Charges
Age: Members of the public, social housing tenants, housing professionals, representatives from the Housing Ombudsman, Southampton City Council, and Citizens Advice Southampton
Type: Discussion/Debate
Host: Dr Chiara Prevete-Lecturer in Law Southampton University and member of the People, Property and Community Research Center
Date and Time (UK Time):04/11/2026 14:00 - 16:00
Southampton University, University Rd, Southampton SO17 1BJ (Building 34/ Room 4005)
Summary
"Research presentations sharing empirical findings from a project exploring transparency and tenants' experiences of service charges in social housing.Panel discussion featuring representatives from housing providers, the Housing Ombudsman Service, Southampton City Council, Citizens Advice, and other key stakeholders. Interactive discussion and Q&A where participants can share experiences, ask questions, and contribute ideas for improving communication, transparency, and accountability.
Guided conversations bringing together diverse perspectives to identify practical recommendations for the housing sector.
Collaborative resource development, with participants helping to shape a practical resource that captures key insights and recommendations from the event and makes them accessible to a wider audience."
Description
"This event will explore tenants' experiences of service charges in social housing and examine how information about these charges is communicated, understood, and managed. Drawing on findings from a recent research project, the event will bring together social housing tenants, housing providers, representatives from the Housing Ombudsman Service, Southampton City Council, Citizens Advice, researchers, and other stakeholders to discuss current challenges and identify opportunities for improvement.
Service charges can have a significant impact on tenants' finances and housing experiences, yet many tenants report difficulties accessing clear information and understanding how charges are calculated. Improving transparency, communication, and accountability can help strengthen trust between tenants and housing providers and support more informed decision-making.
Attendees will gain insights into current research on tenants' experiences of service charges, hear perspectives from a range of sector stakeholders, and contribute to discussions about good practice and potential reforms. They will also have the opportunity to share their own experiences and learn from others working across the housing sector.
The event will include a one-hour panel discussion featuring presentations from researchers and stakeholders, followed by a one-hour interactive discussion and Q&A session. A key outcome will be the co-production of a practical resource that captures the knowledge, experiences, and recommendations shared during the event for wider dissemination and use."