Customer feedback guides recharge policy update

Feedback from customers led to believe housing updating its approach on how much is paid when someone deliberately or carelessly causes damage to their home or leaves it in an unfit state. 

As part of its updated recharge policy, believe housing will now recharge 100% of the cost rather than the previous reduced rate. 

Recharges arise from the company’s repairs and compliance teams having to carry out work such as house clearances, multiple access attempts to properties for gas and electrical safety checks, and lock changes due to lost keys.  

believe housing consulted with customers, who provided feedback that anyone who misuses the company’s services should be accountable for their actions to ensure that resources are available for people who look after their homes. 

And customers felt that the total cost of repairs should be recharged to ensure that the money can be reinvested into properties and service delivery. 

As an example, the money recovered on house clearances alone is the equivalent of the cost of 60 new kitchens, 79 property rewires, 107 new bathrooms, 296 external doors, or 64 full heating systems.  

Where a recharge is identified, believe housing will advise the customer of their responsibility, taking into consideration the circumstances around the work, and determine whether to raise a charge against the customer’s account and pursue the cost of the recharge.  

believe housing may allow customers to pay the rechargeable costs under an appropriate and reasonable repayment plan. 

To find out more, read believe housing’s recharge policy or visit the customer recharges page.