Leaseholder Customer Service Standards

Leaseholder Customer Service Standards

• We aim to provide high standards of customer care to leaseholders at all times.
• We will meet our responsibilities to leaseholders under the terms of their lease and in line with current legislation.
• We will ensure that leaseholders abide by and uphold their responsibilities under the terms of the lease.
• We will provide good quality services and management.
• Service charges will be fair, reasonable and clear.
• We will be clear and transparent about charges and repayment options.
• We will listen, engage and consult.
• We will ask for feedback at least once every three years via a formal survey.
• All new leaseholders will be sent the link to the Leaseholder Handbook on our website.
• Existing leaseholders will also have access to the handbook.

Updated December 2022