Tenant Annual Report 2025
Section 19: Home ownership services
Our Home Ownership Service supports nearly 1,000 residents who own flats and maisonettes. They help manage lease agreements, service charges, and provide support for anyone struggling with payments. They also work to make sure leaseholders are involved in decisions about their homes, especially when it comes to major works or long-term contracts.
What we achieved in 2024/25
- made it easier to get in touch by introducing one phone number for all leaseholder enquiries
- increased face-to-face support by being available in the office four days a week, giving leaseholders more chances to speak to someone directly
- improved teamwork so any staff member can help with your enquiry and give consistent advice
In the next 12 months:
- launch an online service where leaseholders can check their account details anytime and report repairs online
- set up small working groups with leaseholders to help improve services, starting with how we communicate during consultation works
- introduce a leaseholder satisfaction survey to find out what's working well and what needs to improve