Service charge payments 

Don’t forget to include the invoice reference number when you pay your service charges. This will help to ensure your payments are credited correctly to your service charge account and reduce the likelihood of arrears action and associated costs.

Your lease says you must pay your service charges quarterly in advance on the 31 March, 30 June, 30 September and 31 December each year. You can also pay by monthly instalment. For 2023/24 we’re extending monthly payment plans from 10 months to 12 with payments due from March 2023 to February 2024. Please contact your leasehold officer to set up a payment plan. You can email us at [email protected] or call us on 020 7974 3559.

Worried about money? - Support is available

If you are struggling with money as a result of rising living costs, there are lots of organisations that can help. You can also contact the Council and we can help you to find the support and advice you may need.

Service charges and major works invoices

Contact us as soon as possible if you are worried you may not be able to pay your service charge or major works invoices. Contact us on 020 7974 3559 or at [email protected]

Energy

For information on how to save energy and keep warm go to: Save energy and keep warm - Camden Council

If you are worried about the cost of your gas and electricity, speak to our Green Camden Helpline. They offer free advice on fuel debt, tariffs, grants discounts and much more. Call 0800 801 738 Monday to Friday, from 9am to 5pm. Find more financial support on our Cost of living support page or Cost of living crisis fund page

Organisations that offer support /advice

Citizens Advice Camden offers general support and advice. They can also help to connect you with a specialist service. Contact number: 0808 278 7835 (Monday to Friday, 10am to 4pm)

Age UK Camden offers support for residents over 55. Contact number: 020 7837 3777

The Living Centre offers support and advice on employment, benefits, debt and housing. Contact number: 020 7380 0453

Mary Ward Legal Centre provides specialist legal support on housing, benefits and debt. Contact number: 020 7831 7079

Camden Community Law Centre offers specialist legal support. Contact number: 020 7284 6510

Camden People First offers general advice and help for adults and families living with learning difficulties. Contact number: 020 7388 2007

Camden Disability Action offers support for adults and children living with a disability. Contact number: 0203 833 1125

Camden is aware that some leaseholders may have difficulty in paying their heating/hot water charges for the forthcoming year. Please contact us if you are experiencing difficulties paying your service charge at [email protected]  We will carry out an income/expenditure review to establish what assistance we can provide with payment of your heating/hot water charge.

Calculation of estimated fuel charges for 2023/24

Camden, along with a number of public sector organisations, purchases gas and electricity through the LASER public sector buying organisation. We are able to purchase energy for Camden’s Housing, Schools and Corporate estates at cheaper wholesale rates by combining with other organisations.

Although the cost of gas and electricity has increased considerably, Camden is still paying considerably less than general wholesale prices.  

How we calculated the 2022/23 estimated fuel charges

The estimated service charges for 2022/23 were calculated in November 2021, when we received prices for the 2021/22 year (October 2021 to September 2022) from LASER. 

The estimated consumption per site for 2022/23 was calculated by using an average consumption over the previous 2-3 years. 

To calculate the prices to be used for the 2022/23 estimates we used the actual prices sent to us by LASER in October 2021 for the period April to September 2022. At the same time, LASER provided a forecast increase of 24% for the period from October 2022 to September 2023. We used this forecast to calculate the estimated prices from October 2022 to March 2023.

How we calculated the 2023/24 estimated fuel charges

The estimated service charges for 2023/24 were calculated in December 2022, when we received the costs for the 2022/23 year (October 2022 to September 2023) from LASER.

The estimated consumption per site for 2023/24 was calculated in the same way as previous years, by using an average consumption over the previous 2-3 years.

Whilst LASER provided prices for the year October 2022 to September 2023, unlike previous years they did not provide a forecast for the period October 2023 to September 2024. 

To calculate the estimated service charge for the 2023/24, we recalculated the expected outturn for the 2022/23 financial year based on two sets of prices sent to us by LASER. For the period from April 2022 to September 2022 we used the 2021/22 prices (October 2021 to September 2022) they sent us in November 2021. For the period from October 2022 to March 2023 we used the 2022/23 prices (October 2022 to September 2023) which LASER sent to us in December 2022. We then added 50% to the expected 2022/23 out turn as a means of forecasting the prices for 2023/24.

Metered gas/heating charges

You can monitor and control how much energy you use with a heat meter through the Camden Account, which can help you save money. More than two thirds of Camden Council tenants and leaseholders now using heat meters have seen their energy costs reduced. You can find information about heat metering on our heat metering page and in our booklet Find out more in our Heat Meter Booklet

Calculation of metered charges for bulk gas

Charges are based on the actual usage of the individual residents from the time period 1 November 2021 to 31 October 2022, which is measured in Kilowatt Hours (KwH). For any property where the consumption for the mentioned dates were not available, the average bedroom/block consumption is used.

The price per KwH used was an average of the 2021/2022 actuals. 

The metered charge includes a standing charge, which relates to the maintenance of the individual meters within the properties connected to the supply. These maintenance costs are apportioned equally amongst all properties across the sites. The standing charge is there to cover metering and other costs that are not dependent on individual use.  

VAT at 5% is applicable on all charges for individually metered supplies.

Calculation of metered charges for heating/hot water

Charges are based on the actual usage of the individual residents from the time period 1 November 2021 to 31 October 2022, which is measured in Kilowatt Hours (KwH). For any property where the consumption for the mentioned dates were not available, the average bedroom/block consumption is used.

The price per KwH is calculated by dividing the total cost of the fuel supply by the total kWh usage across the site. The total cost includes the following:

• Fuel (gas) direct, indirect and overhead costs
• Electricity direct, indirect and overhead costs

The metered charge includes a standing charge, which relates to the maintenance of the individual meters within the properties connected to the supply. These maintenance costs are apportioned equally amongst all properties across the sites. The standing charge is there to cover metering and other costs that are not dependent on individual use. 

VAT at 5% is applicable on all charges for individually metered supplies.

Adjustments

If, when we calculate the actual expenditure for 2023/24, your estimated charge was too high, we will post a credit to your service charge account. If your estimated service charge was too low you will be sent a demand asking you to pay the additional amount.

Service charge adjustments

We have calculated your actual service charges for the year ending March 2023. Your invoice and summary of charges have been sent in the post. If the estimate was too low, you will receive a demand for payment. If the estimate was too high, you will receive a credit note. 

Details of your actual charges can be found in the summary we sent along with your invoice, and a full breakdown is available through your Camden Account. If you have any questions about your service charge adjustment please contact a member of our team via [email protected] or by calling 020 7974 3559.

Service charge payments 

Don’t forget to include the invoice reference number when you pay your service charges. This will help to ensure your payments are credited correctly to your service charge account and reduce the likelihood of arrears action and associated costs.

Your lease says you must pay the actual adjustment within 28 days of the invoice. Please contact your leasehold officer if you’d like to set up a payment plan. You can email us at [email protected] or call us on 020 7974 3559.

Worried about money? - Support is available

If you are struggling with money as a result of rising living costs, there are lots of organisations that can help. You can also contact the Council and we can help you to find the support and advice you may need.

Service charges and major works invoices

Contact us as soon as possible if you are worried you may not be able to pay your service charge or major works invoices. Contact us on 020 7974 3559 or at [email protected]

Energy

For information on how to save energy and keep warm go to: Save energy and keep warm - Camden Council

If you are worried about the cost of your gas and electricity, speak to our Green Camden Helpline. They offer free advice on fuel debt, tariffs, grants discounts and much more. Call 0800 801 738 Monday to Friday, from 9am to 5pm. Find more financial support at Cost of living support - Camden Council or Cost of living crisis fund - Camden Council

Organisations that offer support /advice

Citizens Advice Camden offers general support and advice. They can also help to connect you with a specialist service. Contact number: 0808 278 7835 (Monday to Friday, 10am to 4m)

Age UK Camden offers support for residents over 55. Contact number: 020 7837 3777

The Living Centre offers support and advice on employment, benefits, debt and housing. Contact number: 020 7380 0453

Mary Ward Legal Centre provides specialist legal support on housing, benefits and debt. Contact number: 020 7831 7079

Camden Community Law Centre offers specialist legal support. Contact number: 020 7284 6510 

Camden People First offers general advice and help for adults and families living with learning difficulties. Contact number: 020 7388 2007

Camden Disability Action offers support for adults and children living with a disability. Contact number: 0203 833 1125

Calculation of actual fuel charges for 2022/23

The actual fuel charges have been calculated using the bills received from LASER for the period April 2022 to March 2023. Camden purchases gas and electricity through the LASER public sector buying organisation. We are able to purchase energy at cheaper wholesale rates by combining with other organisations.

Although the cost of gas and electricity has increased considerably, Camden is still paying considerably less than general wholesale prices. The graph below shows that our energy procurement strategy has consistently performed well for Camden and its residents over a long period, it has remained competitive at an average 52% below domestic market rates since 2015. 

Energy Bill Relief Scheme (EBRS)

From October 2022 to March 2023 the cost of wholesale gas per kWh paid by Camden was capped under the Government’s EBRS and the 2022/23 outturn included this discount, £1.3 million. These reductions were reflected in the bills we received from LASER and have been incorporated into the actual charges to leaseholders and freeholders. So the gas fuel cost recharged in the 2022/23 actual includes the capping applied under the EBRS.

The cost of wholesale electricity per kWh was not capped because it fell below the Government’s EBRS threshold.

Metered gas/heating charges

You should recently have received a heat statement which provided details of the energy you used between April 2022 and March 2023. Your actual heating charge for 2022/23 is based on the energy you used.

Your charge for gas was calculated by dividing the total cost by the total kWh used over the whole system and multiplying by the kWh used in your property. Details of the kWh you used were included in the heat statement recently sent to you. 

Camden arranges insurance cover for the buildings we own. You need to arrange cover for your contents. The cover provided by the Council is for the structure of your property and communal areas and includes accidental damage such as fire, storm damage, flooding and subsidence. The Insurance Policy and Summary of Cover includes important information about the building insurance. If Camden does not own the building the insurance will be arranged by the freeholder.

Insurance Policy (PDF)
Summary of Cover (PDF)

Since April 2018, Arthur J Gallagher (AJG) has been the buildings insurance provider. The Council is responsible for arranging buildings insurance for most leasehold properties under the lease terms. A new contract starts on 1 April 2023 and will run for 5 years.

In the event of a claim

During normal office hours phone your insurer NIG on 0800 051 0233.

Outside normal office hours phone the loss adjuster Woodgate and Clark on 01732 520270.

Confirm you are a leaseholder of the London Borough of Camden and that cover is via Arthur J. Gallagher Insurance Brokers Limited and we will be able to advise and assist you.
If you are the victim of theft, riot or vandalism, tell the police within 24 hours of discovery and ask for an incident number or crime report number, then notify your insurers as soon as you can.

If you live in a building where the freehold is not owned by Camden you may have a different buildings insurer, please contact leaseholders services for more information.

Some important points about the buildings insurance

If anything happens in your home which might lead to a claim, you need to report the incident to the buildings insurer as soon as possible, but no more than 90 days after the date you should have known about the insured incident.

In an emergency take immediate action to protect your property from further damage by switching off the gas, electricity and water.

The policy excess is the first £500 of each and every claim. For claims relating to subsidence or landslip (for example, if the property moves due to land movement and results in damage to the building) this increases to £1,000. The excess applies per property.

If damage is caused by a problem with the council’s communal services or pipes and you believe the council is responsible, you can make a claim on the council’s public liability insurance. This is managed by Camden’s insurance section and you can ask for a claim form from the insurance team.

If the leasehold property is left unoccupied for more than 35 consecutive  days there is no cover if loss or damage occurs by escape of water or oil, malicious damage, theft or attempted theft, accidental damage or accidental breakage of glass.

Please note the above points relate only to Camden’s insurance policy where the council is the freeholder.

Your lease says you must pay your share of Camden’s costs in managing its leasehold portfolio. Information about what is included in the management charge and how it is calculated is in Camden’s Service Charge Guide for leaseholders.

The actual management charge for 2022/23 is £203.89.

A breakdown of this cost is below with a comparison for 2021/22

Leaseholder services
Rechargeable cost: £1,650,185
Cost per leaseholder 22/23: £168.11
Cost per leaseholder 21/22: £149.77

Housing management
Rechargeable cost: £7,626,065
Cost per leaseholder 22/23: £33.09
Cost per leaseholder 21/22: £35.13

Repairs
Rechargeable cost: £341,368
Cost per leaseholder 22/23: £2.69
Cost per leaseholder 21/22: £2.67

Total costs
Rechargeable cost: £9,617,618
Cost per leaseholder 22/23: £203.89
Cost per leaseholder 21/22: £187.57

The breakdowns from each service can be found below:

• Leaseholder Services 2022-23
• Housing Management 2022-23
• Repairs 2022-23

There are a number of ways you can pay your service charges.

Camden Account:  Register to view your account and make online payments on the Camden Account. Please register using your full name as it appears on your service charge account.  You will also need your customer number as shown on the front of your invoice.

Standing Order:  We will send you a standing order form with your service charge invoice.  You can complete this form and send it to your bank. Alternatively, you can use the details on the form to set up your standing order using your personal telephone/internet banking.  You will need to set up a separate standing order for each invoice you receive. Payment must be made to Camden’s Bank Sort Code 503003 and Account Number 24312835.  Please quote your invoice number as the reference for each payment.

Pay Online:  It’s easy, quick and secure to make an online payment. You will need the invoice and your payment card details. Payments can be made by Visa, MasterCard, Visa Delta, Switch and Solo. To make a payment online log on to our payments page and under the heading “Residential” select “Leaseholders service charges”. If you wish to you can pay using your personal internet banking. Payment should be made to Camden’s Bank Sort Code 503003 and Account Number 24312835. Please quote your invoice number as the reference for your payment.

Telephone Payment:  Telephone Camden’s payments line 020 7974 6104.  The automated service is available 24 hours a day, seven days a week.  If you wish to pay for other services or you need to speak to an operator you can do so Monday to Friday 8am to 6pm.

Payments can be made by Visa, Mastercard, Visa Delta, Maestro, Electron and Solo. Please keep the reference number given as your proof of payment. Or, you can make payment using your personal telephone banking. You can ring your bank about the payment and request transfer to Camden’s Bank Sort Code 503003 and Account Number 24312835. Please quote your invoice number as the reference for your payment.

Payment by Post:  Currently unavailable until further notice

In Person:  Pay at the Post Office using the barcode on your invoice or reminder letter. Please ask for a receipt. You can pay up to £999.99 per transaction.

Payments can be made by debit card, cash or cheque (payable to ‘Post Office Counters Ltd’). Pay at shops with the PayPoint sign using the barcode on your invoice or reminder letter. Please ask for a receipt.  You can pay up to £200.00 per transaction and payment can be made by cash only.

Bank Giro Credit:  You can complete the bank giro credit form at the bottom of your invoice and take the whole invoice with your payment to any bank. Banks may charge you if you do not have an account with them.

Freeholder guide

If your property is on an estate managed by Camden, various services, repairs and maintenance may be carried out which your property will benefit, this may also include heating your property.  Please read the attached guide which explains the charges and your rights and responsibilities.

What Government financial support is there for residents on a Camden Heat Network/communal heating and hot water system, who are recharged by the Council?

All households with a domestic electricity connection are automatically eligible for the £400 grant under theEnergy Bills Support Scheme, therefore all Camden residents will get this through their own electricity supplier. Households will not need to apply for the scheme, and in most cases the government expects electricity suppliers to apply the reduction automatically to bills from October 2022 - March 2023.

In addition to the domestic Energy Bills Support Scheme, Camden’s energy supply contracts are eligible for theEnergy Bills Relief Scheme (EBRS), as business/non-domestic customers. From October 2022 - March 2023, the government will provide a discount on gas and electricity unit rates, if prices for the wholesale energy component exceed the unit rate (pence/kWh) price caps for this period, which have been set at 21.1p and 7.5p for electricity and gas respectively.

Regarding EBRS price caps, it is important to note that delivered p/kWh unit rates for energy are made up of the cost of the energy itself (wholesale costs), plus the pass through of third-party costs, such as regulated network charges (the cost of transporting energy) and green levies.  The capped element of the Government’s Energy Business Relief Scheme (EBRS) applies only to the energy component of delivered prices and not the third-party costs (the cap also doesn’t apply to any standing charge elements of the bill).  

Camden’s energy price component for gas is above the government cap for some months during the EBRS period (Oct22 - Mar23), and Camden have received the EBRS discount.  The discount is automatically applied to Camden’s gas bills.  This will provide some benefit to Camden residents on a Camden Heat Network/communal heating and hot water system, who are recharged by the Council.  Camden’s energy price component for electricity is below the government cap, so we are not eligible for EBRS discount.

The Energy Bill Discount Scheme (EBDS) will replace the EBRS from April 2023, and will run for 12 months.  As of 23 January 2023, LASER (Camden’s public sector buying organisation for gas and energy supplies) suggest that based on the current market conditions and purchased volumes for April 2023 – March 2024, Camden’s energy contracts will not be eligible for EBDS support, as the wholesale commodity cost is forecast to be below the set thresholds and are unlikely to qualify for any support.

We will update our website if and when these details change.

Procurement of gas and electricity

Since 2011, Camden has  procured gas and electricity through a framework operated by LASER, a public-sector organisation which  purchases gas and electricity on the wholesale market for local authorities and other public bodies. Camden requires gas for its communal heating systems, and electricity for block and/or estate lighting, or other equipment (for example, lifts and door entry systems).  Wholesale prices are lower than retail prices. Also, the purchasing scheme allows the purchase of energy before the supply period, meaning energy can be purchased when prices are most favourable.

Camden is entering into a new contract with the framework in 2023. Further information about the consultation process can be found on the consultation page. Dispensation was awarded by the First Tier Tribunal in February 2023 and the decision can be found boroughwide consultation page.