We are committed to delivering a high quality service to leaseholders.
We want to involve you at the heart of everything we do. We believe this will continually improve our service to you.
Our service standards outline what you can expect from us.
Our objectives are to:
- adhere to all our statutory responsibilities and comply with your lease in line with legislation
- make sure you live in a clean, well-maintained area
- keep you well informed about any planned repair or improvement works that may affect you
We will:
- provide you with any new information that affects you as soon as we have it
- respond to phone enquiries within ten working days (however we may request you to put certain requests in writing)
- suggest other organisations that can help you if we are unable to respond to your enquiry
- keep you regularly updated on all aspects of leasehold matters via:
- our regular newsletter, Hounslow Matters
- this website
- local forums and resident meetings
- other media where appropriate
- invite you to join relevant resident scrutiny panels and tender evaluations where possible
- send estimated annual service charges by March each year
- send actual service charge statements by the end of September following the close of that financial year
- send you an invoice for major works estimated costs in April after we have completed consulting you
- provide information on how to make payments for your service charges and include a copy of the summary of rights and obligations
- offer you a range of repayment agreements for major works depending on your personal circumstances
- offer you a one-to-one meeting with staff to discuss repayment agreements where required
- consult you under the correct legislation for any maintenance or repairs if the cost exceeds £250 for the specification of works
- consult you under the relevant legislation for any services, long term agreements or contracts that will run for longer than one year and where costs exceed £100 per year
- respond to any comments or observations to consultations within 21 days of receiving them
- arrange a mutually convenient time for you to inspect any supporting documents of consultations we undertake with you
- not issue a separate invoice for any maintenance/repairs works that is less than £250 (instead it will be added to your day-to-day repairs charges)
- be courteous and polite whilst interacting with you
Upon request we will:
- offer you an appointment to see someone from our specialist housing team, if we feel this will be helpful, either:
- at Hounslow House
- at your home if you have a long-term illness or mobility issues
- provide a breakdown of day-to-day repairs costs that are included in your service charges along with any other relevant service charge costs in your statements (you must request this within six months of receiving your final accounts)
- provide a detailed statement of any transactions on your service charge
Giving feedback
To give us feedback on the service we provide, please email leaseholdservices@hounslow.gov.uk.
