This guide:

• sets out what customers – both tenants and leaseholders – want, based on survey findings;
• explains what good practice is, why landlords should implement good practice, and what landlords will gain from good practice;
• sets out the regulatory and legal framework for service charges;
• explains customers’ remedies, such as the Leasehold Valuation Tribunal;
• helps to promote efficiency for landlords, for example by establishing good practice and reasonable charges in advance; and
• encourages continuous improvement in service delivery to service charge payers in the housing association sector, to increase customer satisfaction.