provide professional advice to you about homeownership enquiries, including lease extensions and alterations
answer your calls promptly and offer you an appointment with a specialist Home Ownership officer if you require this
solve your issue within 10 working days, or let you know if it will take longer and when you can expect a resolution
consult with you about repairs, maintenance and improvements to your building and estate costing more than £250 per property
respond to any comments or observations to consultations within 21 calendar days of receiving them
consult with you before arranging any services, long term agreements or contracts that will run for longer than one year and where costs exceed £100 per year
send a section 20 notice as required by law showing estimated costs to tell you that we intend to carry out work or provide a service that leaseholders will have to pay towards
check if you have any particular needs or vulnerabilities we need to consider before undertaking works, so we and our contractors can make appropriate adjustments
offer you a range of repayment arrangements for major works depending on your personal circumstances
send estimated annual service charges to you by March each year and actual service charge statements by the end of September following the close of the previous financial year
provide information on how to make payments for your annual service charges and include a copy of the Summary of Rights and Obligations
provide financial inclusion support should you be struggling to pay your service charges and/or major works charges
encourage you to get involved by providing a range of opportunities for engaging with the Council including resident groups, focus groups and via surveys
keep you updated on all aspects of leasehold matters via our regular newsletter, Housing News, our website and leaseholder events
ask you if there is any vulnerability within your household that you would like us to be aware of and any reasonable adjustments you require to the services we provide
We will know when we are getting it right by:
learning from what you tell us about our home ownership service by using your feedback from surveys, complaints and compliments to improve this
working with you to help us design improvements to our services you have told us you want to see