As we promised in our statement on 9th October, we are writing to update you about the decision that the Board has made, following the letters that were sent to tenants and homeowners regarding service charges.
We acknowledge and understand the distress the letter Saffron issued has caused tenants and homeowners and we wholeheartedly apologise. We have been conducting a review to ensure we understand why this happened and to ensure this does not happen again.
We have listened to feedback from tenants, tenant groups, homeowners, and tenant Board members and this has been used to inform the Board’s decision and the steps Saffron are taking to start putting this right.
We can confirm that:
- Tenants who have never been charged for a service charge before can disregard the letter dated 25th September 2023 and will not be required to pay the amount stated.
- Tenants who have always paid service charges do not need to make a payment now, as the amount stated in the letter dated 25th September 2023 will be included in the 2024-2025 rent and service charge letter, which you will receive in February 2024.
- Homeowners who have always been charged a service charge; the amount shown in the letter dated 25th September 2023 has been added to your service charge account with Saffron.
We want to reassure all tenants and homeowners that we are committed to building an organisation that instils your trust in Saffron. We recognise that Saffron has failed you and this is the first of many steps to put this right. Tenants and homeowners who have previously received a letter will receive a further letter clarifying what it means for them.
If you would like to speak to us about service charges, please email firstname.lastname@example.org or call 01508 532000.
If you live on a supported housing scheme, you can speak to your Wellbeing Coordinator.
Do not hesitate to contact us with any questions or concerns.
Kim Newman - Chair
James Francis – CEO