Our customer service offer

Our customer service offer

We are committed to creating neighbourhoods where people want to live and are committed to providing excellent customer services to its homeowners.

We will:

• Deal with enquiries in a friendly, helpful and courteous manner
• Provide accurate and timely information
• Protect your personal information and respect your confidentiality
• Meet the obligations set out in your lease
• Value your comments and feedback about our
• Offer ways for you to be actively involved in setting service standards, and monitoring performance against those standards
• Consult with you before we carry out major work
• Provide options to spread the cost of any large service charge over a period of time
• Treat everyone equally and not discriminate

To help maintain communal areas and facilities we will:

• Cut the grass regularly between March and October
• Keep paths clear of large amounts of grass clippings
• Keep hedges and planted areas tidy
• Prune trees when they need it
• Keep communal areas internally and externally clean and free from rubbish
• Ensure communal areas are adequately lit and that bulbs are replaced
• Undertake regular inspections of works.
• Carry out health and safety risk
• Ensure that all our staff carry identification

We will carry out repairs in communal areas:

1. We aim to attend an Emergency Repair within 3 hours*
2. We aim to attend an Urgent Repair within 3 days*
3. We aim to complete a Non Urgent Repair within 10 or 35 days*
   *(depending on the complexity of the repair)

To help us help you, please:

• Pay your service charge and ground rent on time
• Let us know when something needs repairing in the communal areas
• Let us know if your want to plant in the communal gardens
• Let us know before you carry out major work to your home
• Dispose of rubbish in the correct bin and seal general rubbish in sealed bags before placing it in the
• Report Anti-Social Behaviour
• Respect your neighbours and their right to quiet and peaceful enjoyment of their home
• Tell us when we do something right and when we get it wrong