Leaseholders Service Standard
We have developed service standards for each team and the area of work that they cover, to ensure that you receive a consistently high quality service from us.
Leaseholder Services: we will...
- Make sure that we consult with you prior to undertaking any major work to your property, in line with current government legislation and best practice.
- Provide all new leaseholders with a Leaseholder Handbook and offer an appointment to visit you within one month of being notified of the assignment of lease.
- Send you an Annual Statement by July each year.
- Answer your written queries within 10 working days advising what action we will be taking.
- Support and work with the Leaseholder Customer Service Panel through meetings held at least quarterly.
- Offer you guidance and a range of payment options when invoicing you for major works.
- Carry out repairs, where it is our responsibility to do so, to a high standard and within the agreed timescales.
- Include a section for leaseholders in each edition of At Home.