Home Ownership Leaseholder Service Standards
This service standard outlines the level of service you can expect from Sandwell Council’s Home Ownership Service in relation to leaseholders. It reflects our commitment to delivering consistently excellent service.
We are committed to:
- treating all customers fairly and equally
- treating all information you give us confidentially
To meet our commitments, we will:
- make sure staff provide their name should you request it
- telephone you back when we say we will
- acknowledge your email / letter within 2 working days and give a full response within 5 working days
- provide quarterly completed repair statements
- provide a yearly (or half yearly depending on lease type) bill with summary of charges
- offer a range of convenient ways to pay your bill. Direct Debit being the preferred method of payment, to help ensure payments are made on time, easily and conveniently. We also offer on-line, telephone, bank transfer, standing order, in person, by post, cash and cheque
- consult with leaseholders on matters relating to major works to improve their homes
- ensure that when you make any enquiries in relation to the calculation of charges, or service provided, Home Ownership Services will deal with this as quickly as efficiently possible
We ask you to:
- treat staff and other service users with respect
- let us know if you are unhappy with a service by making a complaint
- let us know if you are happy with a service by making a compliment
- allow us to respond to your enquiry within service specific timeframes
- let us know of any changes to your circumstances that may affect how we provide services to you
- if your property has a gas supply, ensure your property has a valid Landlord Gas Safety Certificate and provide us with a copy of this
- keep you contact details and communication preferences up to date
To measure and improve our service we will:
- ask for your feedback on specific services you receive
- work with our Leaseholder Scrutiny Panel to continuously improve
- invite you to participate in the development and improvement of leasehold services
- use your feedback to help improve our services
- review complaints to identify learning opportunities and put solutions in place