Leasehold

We are committed to providing you with excellent services that are relevant and meet your needs.

Our service standards let you know the level of service you can expect from us.

We have set our standards with you and you have said these are the things that matter most.

You have been involved in agreeing our standards and you will be helping us to monitor them, to make sure we keep our promise to you.

We aim to provide the best service we can and in doing so we will:

• Be polite and listen to what you have to tell us
• Treat you fairly and as an individual
• Respect your confidentiality
• Provide information that is clear, accurate and appropriate

We have a range of standards covering the different services that we provide.

For more information on our other standards, please contact any of our offices listed at the end of this leaflet.

We will publish the results of your agreed top ten service standards every quarter in our newsletter 'Housing Matters', on our website and in our housing offices.

We welcome your views and we would like you to tell us when we get things wrong or right. We will use the feedback you give us to improve the services we deliver.

Leasehold

We will:

• Provide you with a 'welcome pack' when you become a leaseholder
• Issue you with a service charge invoice and repairs statements by May each year

Mutual service charges within six months of the end of each financial year

• Make sure that the structure, shared areas and external areas of your building are insured against fire, flood, lightning, explosion and any other reasonable risk
• Provide you with a wide range of 'Payment Options' to pay your service charge accounts, including monthly instalments by direct debit

Find out more about leasehold.