Our new Leasehold Customer Charter has been published

We’re delighted to be able to launch our first ever Customer Charter for our leasehold customers and shared owners.

This new charter comes hot on the heels of the recently launched Customer Charter for our general needs customers and those who live in supported and older persons’ schemes.

After listening to feedback, it was quickly agreed that leaseholders living in our retirement schemes, general leaseholders as well as our shared owners, needed a tailored charter that’s specific to their services.

Now, we’re delighted to have launched their specific Customer Charter.

Andrena White, Head of Leasehold Services, said: “I’m really pleased to be able to launch the first ever Leasehold Customer Charter and I believe it’ll help us to deliver improved service standards to our leasehold customers.

We listened to feedback following the publication of our general needs Customer Charter and it quickly became clear that a separate leaseholder charter would be beneficial.

“We’ve been working hard to make sure the content of the Customer Charter meets all of their needs and covers all the commitments we want to make to them.

The Customer Charter covers many key areas of service provision and we fully believe that by introducing this document, leasehold customers can be confident that they’ll receive the standards of service they’re entitled to.

“We’re really pleased with the final product and hope leasehold customers are happy with the Customer Charter, knowing that it’s specific to them and their needs.”

We’ve also launched our new mystery shopping scheme, where customers are trained to become ‘mystery shoppers’ to enable them to access and test our services, before reporting back to us on how we’ve performed.

This includes performance against key aspects of the new charters.

We hope this’ll help us understand, from a customer’s perspective, what’s worked well and where we need to improve.

If you’d like to become a mystery shopper, you can register your interest here.

Leasehold customers can read the charter in full by clicking here.

If you’d like to receive a copy, retirement leaseholders should call 0345 608 8006, while general leaseholders and shared owners should call 0300 123 1745.