We aim to deliver a high standard of service to our leaseholders and will work closely with you to achieve this.
General enquiries
If you write or send an email to us, we aim to reply within 10 working days of receipt.
If you phone us, we will answer your call as soon as possible and respond to phone messages within 10 working days.
Complex enquiries
Due to the complexity of some enquiries received, it will not always be possible to respond within the timeframes stated above. In these instances we will send an acknowledgement within 10 working days and respond within four weeks.
Legal enquiries
Changes in ownership will be processed within 10 working days. Solicitors’ enquiries will be processed within 21 working days.
Service charges
We will produce service charge statements in the timescales laid down in legislation. Currently this is 18 months from the date the cost has been incurred by the landlord. You will usually receive your statement around the end of September, due to the time it takes to collate these costs after the end of the financial year.
Consultation
We will consult with leaseholders on all major works to their building, block or estate.
It is important that you keep the council updated with your current contact details; address, email and telephone numbers.
