TENANTS of Ballindune charitable home in Haslemere say they are “ill with worry” after their new management company hit them with unexpected higher charges.

Gas charges have been increased by 69 per cent, electricity is now being billed at a commercial rate of 24p per unit rather than 10p per unit, and the service charge has risen from £30.70 per week to £39.86.

Esher-based Crown Simmons Housing took over the management of Hewitt Homes Trust’s two Haslemere properties - Ballindune and Haughton House - in April 2018.

Both rented properties for older residents had previously been managed by VIVID, Hampshire’s largest provider of affordable homes.

Ballindune tenants told the Herald that residents of Haughton House were also shocked to receive the new charges and are now frightened to heat their flats.

In a letter of complaint seen by the Herald to Crown Simmons chief executive Paul Yates, one resident objected the charges appear to contravene the charitable objective of the two Hewitt Homes, founded for the ‘relief of persons who are in need, hardship or distress’.

Under the terms, trustees are required to levy a ‘weekly sum which must not cause the resident hardship towards the cost of maintaning the homes and the essential services in them’.

The resident queried why Ballindune tenants were now being charged commercial rates for their personal use of gas and electricity.

She also asked why why the cost of three new laundry machines had been added to running charges if they were provided under a service contract with a provision for replacements, and why a charge for the removal of garden waste was now made.

Haslemere borough councillor Robert Knowles, who has offered his support, said: “I am sorry to see so many residents of Ballindune upset following the change of trustees.

“I have put them in touch with the Waverley private sector housing manager and advised on escalating the complaints to the housing ombudsman.”

A Waverley Borough Council spokesman said: “Although we have no statutory powers to direct housing providers to lower their fixed rates, Waverley Borough Council has been providing advice and support.

“We have advised residents to make complaints in writing to the customer services director and the chief executive at Crown Simmons. If their response is not satisfactory we have advised them to escalate complaints to the Housing Ombudsman Service.”

Responding, customer services director Emma Solomons said: “Crown Simmons Housing act as corporate trustee of the charitable trust, Hewitt Homes.

“There have been no increases in rents since we took on Hewitt Homes and residents’ rents will again be reduced by one per cent from April 1 in line with regulatory requirements.

“The service charges have been fully reviewed and have been increased in line with the costs we expect to incur over the next year for providing services such as cleaning, gardening and grounds maintenance.

“We are really concerned to hear that residents are worried about the increase in their service charges and, whilst we included an explanation of the changes in costs in recent correspondence, we would urge residents to contact us to discuss their individual circumstances.

“The electricity costs have increased by 23.5 percent due to increases in costs from the supplier although we have sourced the most competitive price available.

“Electricity supply is currently through a single commercial meter, which means that residents are currently unable to benefit from tariffs available for residential accommodation and the charge is at a commercial rate.

“We intend to help older residents on fixed incomes cope with the increases in costs from the supplier by installing individual domestic meters for all properties this year.

“The properties have been surveyed and we are producing a long-term plan for investment works.”