Housing association sorry for service charge error

A housing association has apologised after it sent rent and service charge notices to a group of residents in north-east London with cost increases - some of which were more than 50% - "in error".

Notting Hill Genesis Housing Association said it mistakenly "included the previous year's service charge costs" and it was writing to residents to clarify the situation.

It comes after residents of Duke House - a block of 15 flats in Hackney - contacted the BBC to express their frustration.

Krystall Brown, one of the residents, said the notices were sent out in September and the first payment was due on Monday. She said it was "unacceptable" that the error had only just been identified.

"They had enough time to look into something like this, they sent out the letters in September, it's now April and it took us to make a complaint and to go to the BBC to get them to have a look at this," she said.

"If we didn't make a complaint, when were they going to recognise that they had made a mistake?"

In mid-March tenants of Duke House contacted the BBC to explain they had received letters from Notting Hill Genesis showing their rent and service charges were going up significantly from 7 April.

The BBC has seen some of the letters - one of which showed increases of more than 50% and another of more than 40%.

Some residents were facing extra yearly costs of almost £5,000.

When contacted by the BBC, Notting Hill Genesis said: "Residents at Duke House were recently issued their rent and service charge notices for 2025-26, in line with our anticipated costs for the year ahead.

"We have since identified that a figure relating to the previous year's service costs was included in error and are taking action to remove this item before the charges come into effect on 7 April.

"We are writing to residents to clarify the situation and apologise for any distress and inconvenience."

Mother-of-three Isobel Antonio, who is a care worker, said she had been considering renting her son's room out to afford the hikes in prices.

She said it was "shocking" that the housing association had told the BBC it had made a mistake within days of the first payment.

"I'm still worried because I've not received any communication about it to say that it's been cancelled," she said.

"I'm still under that pressure."

Meanwhile, Ms Brown said she felt "angry and frustrated" that the BBC had been told it was an error before residents were informed.

"How can they let you guys know and not us?" she said.

"There have been other residents this week who have been emailing them and we've got no reply whatsoever. It's just unacceptable."

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