Leaseholder charter on the way

A new Customer Charter is set to be introduced for our Leasehold customers living in our retirement schemes and our Shared Owners.

We recently launched a Customer Charter to cover our general needs customers and those living in supported and older persons’ schemes.

After listening to feedback, it was agreed that leaseholders living in our retirement schemes, as well as our Shared Owners, needed a tailored charter that’s specific to their services.

Andrena White, Head of Leasehold Services, said she hoped the charter would help us deliver improved service standards to leasehold customers.

She said: “We’ve listened to feedback following the publication of our first Customer Charter and it became apparent that a separate leaseholder charter would be beneficial.

This’ll be the first time we’ve produced a tailored Customer Charter for our leasehold customers, and we’ve been working closely with a selection of them to make sure it meets all of their needs.

“We’ll be sharing more details about the charter in a future edition of Our Voice, so keep an eye out for developments.”

The Leasehold and Shared Owner Customer Charter can be found here.