Leasehold and shared owner Customer Charter

• We’ll make it easier for you to get in touch and find the information you need
• We’ll answer your call promptly and in a polite and courteous way
• If possible, we’ll aim to resolve your query on the same day
• If we need more time, we’ll let you know and reply to your enquiry within five working days. If it’s going to take a little longer, we’ll let you know and keep you informed of progress
• We’ll keep the promises we make and keep you up-to-date
• We’ll always be fair and respectful
• We’ll let you know if there’s a problem or any change to what we said we’d do
• We’ll protect your personal data and let you know how we use it.

• We’ll take time to understand your needs and match services to your requirements
• We’ll actively request your views and act on your feedback
• We’ll offer lots of different ways to get involved and will provide support if needed
• We’ll use a range of communication methods to suit your needs.

• We’ll consult you on a variety of matters including service charges, annual accounts, estate service, scheme manager services
• Obligations under Section 20.

• We’ll investigate all ASB reports and keep you fully informed of what’s happening
• We’ll investigate your case within five working days, or within one working day for particularly serious cases
• We’ll regularly review timescales with you and keep you up-to-date as agreed
• We’ll work in partnership with the police, local authorities and other partner agencies, as well as use a range of remedies to resolve your case.

• We’ll make it easy for you to report communal repairs
• We’ll provide an emergency repairs service (24 hours a day, 365 days a year)
• We’ll carry out routine repairs within 28 days
• We’ll aim to complete the repair on the first visit.

• We’ll give you a choice of appointments and send you a text to confirm
• We’ll carry out routine repairs within 28 days and heating repairs within 14 days
• We’ll provide an emergency repairs service (24 hours a day, 365 days a year)
• We’ll carry out your gas safety checks every year (we must do this by law)
• We’ll keep you up-to-date with any changes to your repair request
• We’ll aim to complete the repair on the first visit to your home
• We’ll be respectful in your home and leave the area clean and tidy after a repair.

• We’ll always consult you about any works that we’re planning to carry out that fall within our obligations under Section 20
• Before any work starts, we’ll contact you to let you know who’ll be carrying out the work and when
• We’ll serve you with the appropriate Section 20 Notice where required
• We’ll always ask you if there are special requirements that we need to consider as part of the works
• You’ll be contacted before the work is due to start to arrange a convenient time.

• We’ll make paying easy
• We’ll clearly explain your rent and service charge
• We’ll work with you if you’re facing financial difficulties
• We’ll send your end of year accounts to you and ground rent notice (where applicable)
• On request, we’ll provide you with access to up-to-date rent and service charge statements
• We’ll provide advice on the benefits available to you, or refer you to our specialist team.

• When we’ve done something wrong, we’ll apologise and sort it as soon as we can
• We’ll contact you within five working days to tell you who’ll be handling your complaint and we’ll keep you fully informed of the progress
• We’ll aim to give you a full response within 10 working days. If we require a further 10 working days we’ll discuss this with you
• We’ll tell you what we’ll do to put things right and when we’ll do this
• If you’re not happy with our response to your complaint, we’ll tell you how you can appeal
• At all times, we’ll respect confidentiality.

• Communal spaces will be regularly cleaned to a good standard
• Communal grassed areas will be regularly maintained to a good standard
• We’ll carry out regular scheme inspections to assess any risks within our communal spaces
• We’ll make sure all our communal spaces have the required fire safety measures in place
• We’ll carry out fire risk assessments in all internal communal areas in line with our fire safety policy
• We’ll carry out the necessary fire alarm, electrical and lift testing in communal spaces.

• We’ll provide you with Guidance Notes and selling information to help you place your property on the market
• We’ll liaise with your appointed Estate Agent to ensure they have the necessary information to market your property
• We’ll provide your appointed Estate Agent or buyer with the information they require
• Our dedicated Sales Team and appointed solicitor will work closely with your own solicitor to ensure they have all the necessary information to progresses your sale as smoothly as possible.

We treat domestic abuse sensitively and seriously. We’re here to support customers who are experiencing domestic abuse and have dedicated Domestic Abuse Champions who are here to help.

Our Money Advice Service is open to all customers, providing advice on welfare benefits, income and managing your money, including basic budgeting tips.

Our Community Investment Team is key to the delivery of our Improving Lives 2025 strategy. We’ll support local charities and community groups to ensure that our communities are places where people are able to thrive and are proud to call home. Our work in this area will see us provide support and guidance with employment and training, as well as opportunities for customers to undertake formal qualifications.