Service charges can be a source of frustration for residents when their purpose and value aren’t clear. Effective block management ensures that these charges are transparent, justified, and properly spent, covering maintenance, repairs, and communal services that keep buildings safe and functional. When management provides clarity and accountability, residents gain confidence that their contributions directly benefit the building and their homes.
To find out what 639,399 opinions of people living in flats wanting better value from residential service were, we utilised AI-driven audience profiling to synthesise insights from online discussions over 12 full months ending 23 February 2026, to a high statistical confidence level. The results reveal where residents feel service charges provide value and where there is room for improvement in transparency, communication, and the delivery of essential services.
Index
- 70% of people living in flats wanting better value from residential service charges have an understanding of service charges
- 61% of people living in flats wanting better value from residential service charges say they learn about how these charges are managed from online research
- Opinions on how useful service charge summaries are compared to detailed statements are split 3 ways between neutral, useful, and very useful
- 51% of people living in flats wanting better value from residential service charges say the link between services delivered and charges is clear
- 35% of people living in flats say that when reviewing service charges, good value means reliable services
- 30% of people living in flats wanting better value from residential service charges say the majority of their expenditure items are going toward building maintenance
- 44% of people living in flats say that resident-focused improvements are where their service charge should primarily be going to
- 40% of people living in flats wanting better value from residential service charges are not very confident that contractors deliver good value for money
- 59% of people living in flats wanting better value from residential service charges say the selection process for service providers is transparent
- 50% of people living in flats say the process for approving major service charge expenses is transparent
- 66% of people living in flats say that changes to service charges are clearly justified
- 95% of people living in flats wanting better value from residential service charges say that emergency costs are well explained after they occur
- 53% of people living in flats say they have some influence over service-charge related decisions
- 41% of people living in flats say it’s easy to compare their service charges with similar buildings
- Easier access to information would improve 22% of people living in flats’ confidence in service charges
- 69% of people living in flats wanting better value from residential service charges say the roles of freeholders and managing parties are clear
- 33% of people living in flats wanting better value from residential service charges are currently based in Liverpool
- Why Good Property Management Is More Valuable Than Ever
- About The Data
How Would You Describe Your Current Understanding Of Service Charges?
60% of people living in flats wanting better value from residential service charges have an understanding of service charges
Service charges are generally understood:
It’s evident that amongst our audience of people living in flats wanting better value from residential service charges, most have at least a basic understanding of what they’re paying for. 21% say they are very clear, 19% mostly clear, and 20% have a limited understanding, while only 19% are somewhat unclear and 20% find them very confusing.
In the UK and Wales, the average service charge jumped by 11% to £2,300 in 2025, making an understanding of these charges imperative for those who are looking for increased value, not just in knowing what they pay, but in feeling confident that those costs are fair, justified, and deliver tangible benefits.
How Do You Usually Learn About How Service Charges Are Managed?
61% of people living in flats wanting better value from residential service charges say they learn about how these charges are managed from online research
The internet is a major source of knowledge:
This indicates a clear reliance on informal and self-directed sources and suggests a gap in proactive, clear communication from those formally responsible for explaining and justifying service charges.
How Useful Are Service Charge Summaries Compared To Detailed Statements?
Opinions on how useful service charge summaries are compared to detailed statements are split 3 ways between neutral, useful, and very useful
Summaries versus statements are very evenly divided:
Opinions on how useful service charge summaries are compared to detailed statements are split 33% three ways between neutral, useful, and very useful, highlighting the importance of clarity and context when presenting financial information.
According to guidance from the Leasehold Association, summarised accounts help leaseholders understand overall spend and key cost areas, but they shouldn’t be a substitute for access to full, detailed service charge accounts that explain exactly where money has gone and why.
This split in perceived usefulness suggests many residents value the simplicity of summaries but also see the need for depth and transparency that only detailed statements can provide.
How Clear Is The Link Between Services Delivered And Charges Paid?
51% of people living in flats wanting better value from residential service charges say the link between services delivered and charges is clear
Knowing what is being paid for needs to be understood:
Overall, 51% of people living in flats who want better value from residential service charges say there is a clear link between the services delivered and the charges paid, with 33% saying it’s somewhat clear, 12% very clear, and 6% clear. However, 32% say the link is unclear, and 17% say it is very unclear, which should be clarified.
UK leasehold law states that if you pay a service charge, you are entitled to request a summary showing how it is calculated and what it is spent on, along with any related receipts. If this information is not supplied, it is a criminal offence, so residents have a clear right to information pertaining to what they’re paying for.
What Does Good Value Mean To You When Reviewing Service Charges?
35% of people living in flats say that when reviewing service charges, good value means reliable services
Reliability holds the biggest value:
When reviewing service charges, good value and reliable services go hand in hand. 2% of our audience say it is essential for good value, while 33% agree that it adds value. Only 11% say it’s not a big factor, and the same percentage shares the same sentiment about fair pricing.
In contrast, 29% say fair pricing adds value, and 4% share the same sentiment about strong resident communication, while 6% say this type of communication is not a big factor.
Opinions about whether transparent decision-making and clear cost breakdowns meant good value were all below 1%, suggesting that, for most residents, good value is judged primarily by service reliability and fair pricing rather than procedural transparency.
What Expenditure Items Is Your Service Charge Currently Going Towards?
30% of people living in flats wanting better value from residential service charges say the majority of their expenditure items are going toward building maintenance
Building maintenance accounts for the highest expenses:
Building maintenance comes out on top as the expenditure item that service charges are going towards. 6% say it is a major expense, 17% that it is notable, and 7% that it is minor, compared to just 1% who say it isn’t an expense at all. This aligns with a CheckaTrade survey that found the average home maintenance costs are equivalent to 70% of an average mortgage, meaning homeowners spend an average of £627 a month on maintenance if they have a monthly mortgage of £898.
Management and administration are a close second, with 3% citing them as a major expense, 9% as notable, 6% as minor, and just 1% as not an expense whatsoever. This is followed by insurance costs: 4% say they are a notable expense, 10% minor, and 3% not an expense; repairs and compliance are a major expense for 4%, notable for 10%, and 2% say they are a minor expense. Last on the list are cleaning and shared services, with 9% saying they are a notable expense and 6% a minor one, suggesting that residents view these everyday operational costs as less impactful on overall service charge value.
What Expenditure Items Should Your Service Charge Be Going Towards?
44% of people living in flats say that resident-focused improvements are where their service charge should primarily be going to
Opinions are clear about where charges should be going:
Resident-focused improvements are where our audience wants to see their service charge going. 8% say this is absolutely essential, 36% say it should be included, and 4% say it isn’t a top priority. While resident-focused improvements in flats and houses may differ somewhat, as flats have common areas, it’s interesting to note that the most consistent home improvements in the UK are bathroom renovations, kitchen upgrades, new boilers or central heating systems, and garden makeovers. These improvements add value to both the property and its residents by enhancing comfort, functionality, and long-term appeal.
Transparent management costs are a close second to where service charge expenditure should be going, with 6% saying they are absolutely essential, another 36% saying they should be included, and 4% saying they are not a top priority. In comparison, essential safety services and long-term building care register less than 1% of opinions each, clearly showing that residents’ priorities lie elsewhere.
How Confident Are You That Contractors Deliver Good Value For Money?
40% of people living in flats wanting better value from residential service charges are not very confident that contractors deliver good value for money
Confidence in contractor delivery is not high:
For those living in flats wanting better value from residential service charges, a large number are not confident that the contractors they’re paying for are good value for money. 40% are not very confident, and 29% are not confident, which is understandable when you consider that the Citizens Advice Consumer Service received more than 700 complaints a week about shoddy trades work in 2024, with more than half relating to low-quality services.
Those who are very confident number just 4%, while 26% are neutral, which may be due to not having had any real experience with contractors to date, or simply not having an opinion one way or another.
How Transparent Is The Selection Process For Service Providers?
59% of people living in flats wanting better value from residential service charges say the selection process for service providers is transparent
How service providers are chosen is largely a transparent process:
While providers may not always deliver good value for money, the process of choosing them is largely considered transparent. 40% of our audience says the process is very transparent, 19% say it is somewhat so, while another 40% say it is not very transparent, indicating that there is room for improvement but that the process is not entirely opaque.
How Transparent Is The Process For Approving Major Service Charge Expenses?
50% of people living in flats say the process for approving major service charge expenses is transparent
Transparency about approval of major service charges is evenly divided:
With transparency about costs being the law, it’s interesting to see just how evenly split opinions are about how transparent the processes of approving major service charge expenses are. Our audience is split 50/50: 32% say the process is transparent, and 18% say it’s very transparent, while the same percentages say it is not very transparent or not transparent at all.
This even split indicates a clear gap between legal requirements and lived experience, suggesting that while service charge approval processes may meet transparency rules on paper, many residents still don’t feel informed or confident in how major costs are decided
How Clearly Are Changes To Service Charges Justified?
66% of people living in flats say that changes to service charges are clearly justified
Justification for charge changes differs somewhat:
While over half of our audience says that changes to charges are clearly justified, there is some variability. 23% say they are clearly justified, 22% very clearly, and 21% somewhat clearly. On the flipside are the 21% who say changes are poorly justified or not justified at all (14%).
This mixed confidence mirrors wider national concern as the Leasehold Advisory Service reports that service charges are the single biggest source of complaints among the 33,000 people who have sought its advice over the past five years, with one resident stating that their charges have risen by 320% since 2019, from £750 to £3,198 a year, far outpacing inflation.
How Well Are Emergency Costs Explained After They Occur?
95% of people living in flats wanting better value from residential service charges say that emergency costs are well explained after they occur
Emergency costs are predominantly well explained after the fact:
When it comes to emergency costs, our audience of people living in flats wanting better value from residential service charges is largely satisfied, with 48% saying these costs are adequately explained. 44% saying they are very well explained, and 3% saying they are well explained.
Comparatively, just 3% say emergency costs are poorly explained, and 2% say they are not explained, reinforcing the fact that communication in this instance is generally well received.
How Much Influence Do Residents Have Over Service Charge–Related Decisions?
53% of people living in flats say they have some influence over service-charge related decisions
Influence over costs is split relatively evenly:
With the UK government committed to strengthening leaseholder protections and protecting those with limited say over service charges, it’s interesting to note that opinions on how much residents in our audience have over service charge-related decisions are split.
12% say they have a great deal of influence, 19% a fair amount, 21% very little influence, and 22% some influence. Yet 26% say they have no influence, indicating that despite policy intentions, a significant proportion of residents still feel excluded from meaningful decision-making.
How Easy Is It To Compare Your Service Charges With Similar Buildings?
41% of people living in flats say it’s easy to compare their service charges with similar buildings
Comparisons can prove useful for finding value:
Comparing service charges with those of similar buildings can help residents gauge whether their costs are reasonable or in line with current trends. Of our audience, 21% say this comparison is very easy, 20% say it’s easy, and 20% are neutral on the topic.
The remaining 40% say it is difficult (20%) or very difficult (20%), which could point to a lack of accessible, standardised information and benchmarking tools, making it harder for many residents to confidently assess whether their service charges are fair or out of step with comparable buildings.
What Improvement Would Most Increase Your Confidence In Service Charges?
Easier access to information would improve 22% of people living in flats’ confidence in service charges
Access to information inspires confidence:
The top two improvements cited by our audience that would most increase their confidence in service charges both tie in with transparency. Easier access to information would greatly increase confidence for 1% of people living in flats wanting better value from residential service charges, while 21% say it would somewhat increase their confidence. Notably, 31% say it would barely do so, though, indicating that perhaps they have enough information already.
Clearer reporting would greatly increase 2% of our audience’s confidence, and 14% say it would somewhat do so, while 22% say it would barely increase confidence, again, possibly indicating that this is already taken care of.
1% say more resident involvement would greatly improve their confidence, while 5% say it would barely do so, and less than 1% are of the opinion that stronger accountability would make them feel more confident.
How Clear Are The Roles Of Freeholders And Managing Parties?
69% of people living in flats wanting better value from residential service charges say the roles of freeholders and managing parties are clear
Clarity of roles is high amongst residents:
For our audience, the roles of freeholders and managing parties are clearly defined, with 27% saying they are very clear, 22% clear, and 20% somewhat clear. Those who say they are unclear (26%) and very unclear (4%) are perhaps not receiving consistent communication or sufficient guidance on responsibilities, highlighting an ongoing need for clearer, more accessible information.
Which City Are You Currently Based In?
33% of people living in flats wanting better value from residential service charges are currently based in Liverpool
Our audience is spread across the UK:
Liverpool tops the list with 33% of people living in flats wanting better value from service charges currently based there. Manchester is second with 21%, followed by London (21%), Leeds (10%), and Birmingham (9%).
This distribution shows that the audience is most concentrated in major urban flat markets, particularly where density, high-rise living, and complex management structures are common.
Why Good Property Management Is More Valuable Than Ever
These findings highlight the importance of clarity, fairness, and communication to residents’ perceptions of value. When property management service providers take a proactive, transparent approach by clearly explaining costs, maintaining buildings well, and responding quickly to concerns, they build trust and long-term confidence.
Those who consistently deliver this level of service are increasingly in demand, as residents and freeholders alike recognise the value of well-managed homes and professionally run developments.
About The Data
Sourced using Artios from an independent sample of 639,399 opinions of people living in flats wanting better value from service charges in the UK across X, Quora, Reddit, Bluesky, TikTok, and Threads. Responses are collected within a 95% confidence interval and 5% margin of error. Results are derived from what people describe online, from opinions expressed, not actual questions answered by people in the sample