Our service standards for home ownership

When you own your own home with us we want you to know what you can expect from us. This includes what financial statements we'll send you to help you budget, how we can help maintain and improve your home and community, and what to do if you need additional support or advice. 

We will:

  • Give you support and advice on claiming benefits and direct you to where you can get extra help and advice
  • Offer a range of ways for you to pay charges, with flexible payment options if you fall behind
  • Consult with you when work is needed and advise you if a contribution is required
  • Review itemised bills so they are clear, explaining how costs have been calculated
  • Provide estimated service charges before the start of each financial year, so homeowners are aware of any proposed changes and can plan their finances accordingly
  • Produce accurate and transparent service charge final accounts within six months of the end of the financial year
  • Regularly ask homeowners how we are doing and where we need to make improvements
  • Clarify whose responsibility it is when you report a repair
  • For homeowners living in a brand-new property, within the first 12 months arrange for the developer to fix defects within an agreed timescale, depending on the work required

To help us provide the best service, we ask you to:

  • Please keep us updated if you change your contact details
  • Contact us if you need help or support paying your rent or charges
  • Let us know as soon as possible if you have defects in a new property