Leaseholder and Shared Owner Service Standards
We’re proud to be a community-based landlord and we're committed to providing safe, well-managed homes and building relationships based on trust, transparency and respect.
These Service Standards show what you can expect from us as a leaseholder or shared owner - and what we ask from you in return - so together we can create safe, welcoming communities and places people are proud to call home.
Our commitments
- Clear communication
We will treat you with courtesy, communicate in plain language and keep you informed about estate services, maintenance and major works. - Transparency on costs
We will provide accurate service charge estimates, explain how costs are calculated and manage contracts responsibly and fairly. - Safe, well-maintained buildings
We will maintain communal areas, carry out required safety checks and consult with you before major works take place. - Safety first
We comply with all building and fire safety legislation and act promptly on safety concerns. - Excellent customer service
We aim to resolve issues as quickly as possible, keep you updated and handle complaints fairly and professionally. - Support for shared owners
We will provide clear guidance on rent reviews, staircasing and the resale process.