Service standards
Buying a leasehold flat
You have told us what is important to you and we have worked with customers to agree the standards that you expect. We have a range of standards covering our different services. For more information on any of these please contact us through any of the methods listed.
What you can expect
We will:
- Provide you with a welcome back within 28 days of receiving notice that you have become a leaseholder
- Paint the communal areas of your building, every five years
- Send you an annual invoice for your service charges, within the first six months of the financial yuear, including advice on the available payment methods.
- Carry out a 30-day consulation process on major works costing more than £250
Treating you fairly
Our aim is to make sure everyone can use our services regardless of age, ethnicity, gender, disability, religion or sexual orientation. To do this our staff will:
- Help you to fill in any forms
- Visit your home if you are unable to come to one of our offices
- Not use jargon and use plain language
- Try to meet any special requirements you may have
- Provide induction loop systems in our offices or take one to your home if required
- Arrange for you to speak to or be visited by a member of staff of the same gender as you
Putting things right
We will always try to provide the best services that we can. We make sure we learn from any comments, compliments or complaints. If you are not satisfied with our service or would like to talk to a member of the Leasehold Team, please call us on (0191) 643 7539 and we will try to deal with your issue straight away.
If we are unable to deal with your issue to your satisfaction, you can follow our corporate complaints procdure.