Shared ownership letter

I am writing to inform you of your updated annual service charge for your home, which will cover the anticipated costs of services we will provide from 1 April 2025 to 31 March 2026. We want to ensure you are aware of the upcoming changes, and we’re here to answer any questions you may have.

We always try to keep our charges as affordable as possible, but the continued rising costs of providing essential services, including energy, utilities, and external supplier fees, have made it necessary to adjust and increase our charges for the coming year in some areas. We’ve worked hard to keep these adjustments as minimal as possible, but we need to ensure we can continue delivering the high standard of service you expect.

We completely understand that any change in service charges can be concerning, and we want to be as transparent as possible. The new service charge reflects a careful assessment of the costs required to maintain and deliver services for your home. This includes everything from contractor fees (for pest control, lift servicing, building insurance) to the costs of repairs, communal electricity, and other essential services.

We know that any rise in outgoings is disappointing and may cause you to worry, this letter sets out the new service charge you need to pay under your shared ownership lease. It also tells you about what help is available if you're concerned about being able to pay, as well as why these charges are increasing.

Worried about money? We’re here to help

We know it’s been another tough year for many people, and we want to remind you that we’re here to support you.

Support from the Financial Inclusion team

If you’re struggling, please reach out to our Financial Inclusion team at financialinclusion@onemanchester.co.uk, call us on 0330 355 1000 (option 2), or fill out our contact form at www.onemanchester.co.uk/contact-us.

Our team can help you manage your money, budget, and claim extra money and benefits you’re entitled to. Last year, we helped customers claim £2.1 million in extra income. You can also find useful information on the help with money page on our website.

Other support

• Our Thrive Fund helps with essential items like furniture, kitchen appliances, and school uniforms. More information is on our help with money page. 
• Our Employment and Skills team can help you find job opportunities, and help with things like CV writing and interview prep. Check out our Employment and Skills page for more details

If you have any questions or need assistance, please don't hesitate to contact us. We're here to support you and ensure you continue to enjoy living in your home.

Many thanks,

Nicole Kershaw

Chief Executive

This letter and the additional documents are sent to you by One Manchester Limited of Lovell House, 6 Archway, Hulme, Manchester M15 5RN.

What do I need to do now? 

Universal Credit  

If you receive the housing element of Universal Credit, you need to let the Department of Works and Pension (DWP) know about the increase in your total weekly payment by updating your Journal on the day of the increase Monday 1 April 2024.  

Don’t update your Journal before this date because the DWP will not recalculate your entitlement with your new rent amount.

Standing orders and online banking

If you pay by a standing order or via online banking, please change the amount that has been set up to the new rent amount set out in this letter.

Direct Debit

If you pay by Direct Debit, don’t worry we’ll make the changes for you. You’ll also receive a letter from Allpay to confirm your Direct Debit has been updated. Don’t forget to check this letter to make sure everything is set up right. If you don’t get a letter or want us to double-check your Direct Debit payment we’ll be happy to help just email the team at: incometeam@onemanchester.co.uk

This letter and the additional documents are sent to you by One Manchester Limited of Lovell House, 6 Archway, Hulme, Manchester M15 5RN.

What if I need help?

We’re here to help – If you’ve got any questions or concerns about paying your service charge, please get in touch as soon as possible by using the “Contact Us” form on our website or by calling us on 0330 355 1000 a colleague will be happy to help.

We’ve got lots of helpful information on our Money Help pages on our website, or

Financial Inclusion team is also always on hand to help when you need them, just call 0330 355 1000.

Alternatively, you can contact the following organisations for support:

• Citizens Advice: 03444 111 444
• Shelter: 03301 755 121

1. This summary, which briefly sets out your rights and obligations in relation to variable service charges, must by law accompany a demand for service charges. Unless a summary is sent to you with a demand, you may withhold the service charge. The summary does not give a full interpretation of the law and if you are in any doubt about your rights and obligations you should seek independent advice.
2. Your lease sets out your obligations to pay service charges to your landlord in addition to your rent. Service charges are amounts payable for services, repairs, maintenance, improvements, insurance or the landlord’s costs of management, to the extent that the costs have been reasonably incurred.
3. You have the right to ask the First-tier Tribunal to determine whether you are liable to pay service charges for services, repairs, maintenance, improvements, insurance or management. You may make a request before or after you have paid the service charge. If the tribunal determines that the service charge is payable, the tribunal may also determine –- 
   who should pay the service charge and who it should be paid to;  
   the amount;
   the date it should be paid by; and how it should be paid.
   However, you do not have these rights where —
   a matter has been agreed or admitted by you; 
   a matter has already been, or is to be, referred to arbitration or has been determined by arbitration and you agreed to go to arbitration after the disagreement about the service charge or costs arose; or
   a matter has been decided by a court.
4. If your lease allows your landlord to recover costs incurred or that may be incurred in legal proceedings as service charges, you may ask the court or tribunal, before which those proceedings were brought, to rule that your landlord may not do so.
5. Where you seek a determination from the First-tier Tribunal, you will have to pay an application fee and, where the matter proceeds to an oral hearing, a hearing fee, unless you qualify for fee remission or exemption. Making such an application may incur additional costs, such as professional fees, which you may have to pay.
6. The First-tier Tribunal and the Upper Tribunal (in determining an appeal against a decision of the First-tier Tribunal) have the power to award costs in accordance with section 29 of the Tribunals, Courts and Enforcement Act 2007.
7. If your landlord —proposes works on a building or any other premises that will cost you or any other tenant more than £250, or  
   proposes to enter into an agreement for works or services which will last for more than 12 months and will cost you or any other tenant more than £100 in any 12-month accounting period, your contribution will be limited to these amounts unless your landlord has properly consulted on the proposed works or agreement or the First-tier Tribunal has agreed that consultation is not required.  
8. You have the right to apply to the First-tier Tribunal to ask it to determine whether your lease should be varied on the grounds that it does not make satisfactory provision in respect of the calculation of a service charge payable under the lease. 
9. You have the right to write to your landlord to request a written summary of the costs which make up the service charges. The summary must— cover the last 12-month period used for making up the accounts relating to the service charge ending no later than the date of your request, where the accounts are made up for 12-month periods; or cover the 12-month period ending with the date of your request, where the accounts are not made up for 12-month periods.The summary must be given to you within 1 month of your request or 6 months of the end of the period to which the summary relates whichever is the later.
10. You have the right, within 6 months of receiving a written summary of costs, to require the landlord to provide you with reasonable facilities to inspect the accounts, receipts and other documents supporting the summary and for taking copies or extracts from them.
11. You have the right to ask an accountant or surveyor to carry out an audit of the financial management of the premises containing your dwelling, to establish the obligations of your landlord and the extent to which the service charges you pay are being used efficiently. It will depend on your circumstances whether you can exercise this right alone or only with the support of others living in the premises. You are strongly advised to seek independent advice before exercising this right