Service Charge - The Breaking Point
As the new financial year begins, GreenSquareAccord residents are facing yet another round of service charge increases—despite ongoing failures by the housing provider to deliver basic services. At a time when residents are already struggling with the cost-of-living crisis, these hikes feel like an insult, especially when CEO Ruth Cooke has taken a pay increase even with the organisation having been investigated by the Housing Ombudsman. The growing tension between GreenSquareAccord and its residents is reaching a breaking point, and the company’s dismissive attitude toward accountability is only making matters worse.
A Housing Provider in Crisis
While residents are expected to pay ever-increasing service charges, many report deteriorating living conditions, unresponsive management, and a complete lack of transparency regarding where their money is going. It is unacceptable that residents are footing the bill for mismanagement while those at the top continue to profit. Instead of addressing its numerous failings, GreenSquareAccord appears more focused on squeezing residents for revenue rather than delivering the services they are paying for.
This growing disconnect has fuelled mounting frustration, with more residents considering legal action and organised resistance. The Service Charge Action Campaign (SHAC) is already mobilising affected residents to challenge unfair charges, and unless GreenSquareAccord changes course, it will likely face a wave of opposition that could seriously damage its reputation and operations.
A Complete Lack of Transparency
If GreenSquareAccord expects residents to accept service charge increases, it must provide clear justifications. Yet, time and time again, the company has failed to offer a detailed breakdown of where the money is going. A practical solution would be to introduce virtual “village hall” meetings, where residents could scrutinise charges and hold the company to account. However, GreenSquareAccord has shown little interest in genuine engagement, instead choosing to impose charges without consultation or explanation.
For instance, if residents are being charged excessive fees for grounds maintenance or communal cleaning, they should have access to a full breakdown of costs, service schedules, and evidence that work has actually been completed. If a service is missed, residents should be entitled to refunds or compensation. Similarly, if tenants feel they can manage certain tasks at a lower cost, they should have the option to remove those charges from their bills. But GreenSquareAccord’s opaque practices make it nearly impossible for residents to challenge unfair costs, leaving them trapped in a system designed to benefit the company rather than the people it serves.
Financial Mismanagement and Executive Greed
GreenSquareAccord’s decision to increase service charges while its CEO takes a pay rise is a slap in the face to struggling residents. A true not-for-profit housing provider should prioritise reinvesting in its properties and services—not rewarding executives while residents suffer. The organisation must cut unnecessary expenses, including inflated salaries, corporate memberships, and inefficient administrative costs, instead of placing the burden on tenants.
Shared ownership leaseholders and tenants have a financial stake in their homes, yet GreenSquareAccord treats them as an afterthought rather than key stakeholders. Service charges should be subject to full transparency and resident approval, not imposed without justification.
The Consequences of GreenSquareAccord’s Approach
If GreenSquareAccord continues to operate with a “take it or leave it” mentality, it will face increasing resistance. CEOs and senior executives must recognise that they are answerable to the very people funding their organisation: the residents. If they fail to deliver value for money, they should be held accountable—not rewarded with higher salaries while tenants bear the financial burden of their failures.
Middle management also bears responsibility for these failures, as poor decision-making and a lack of accountability contribute to the ongoing mismanagement of properties. This issue is particularly damaging for shared ownership residents, who have invested in their homes only to see their property values eroded by GreenSquareAccord’s incompetence.
Residents Demand Change
To restore trust, GreenSquareAccord must stop treating residents as cash machines and start treating them as genuine stakeholders. Service charges must reflect real, measurable value—not serve as an unchecked revenue stream for mismanagement. Unless GreenSquareAccord acknowledges this growing discontent and takes meaningful action, it will not only face legal challenges and organised resistance but also risk a complete breakdown of trust with the communities it is supposed to support.
The question is no longer whether residents will fight back—it’s how far they will go to demand value, respect and the fairness they deserve.
Further Resources
https://shaction.org/service-charges/
https://www.facebook.com/groups/www.shaction.org/
https://www.housingsector.co.uk/blog/service-charge-breaking-point
https://www.housingsector.co.uk/blog/understanding-service-charges-again