Supporting our homeowners

We’re committed to working closely with our homeowner customers and continuing to improve communication, transparency around service charges, and support for the future.

Shared ownership is a great way to get onto the property ladder, if saving for a full deposit feels out of reach. You buy a share of your home and rent the rest, and over time, you can buy more shares (called staircasing) with the potential to own your home outright.  

You can find out lots more on our sales website.

We regularly ask our shared owners and leaseholders for feedback through the Tenant Satisfaction Measures and through regular surveys.

Customer safety remains our priority. During the year we have:

• Continued requesting annual gas safety certificates to help keep homes safe and compliant

• Identified flat entrance doors that do not meet current fire safety standards and worked with customers on fire door upgrades, and

• Supported customers affected by serious incidents such as fires in their homes.

We have contacted customers with shorter lease terms to help raise awareness of how this may affect their home in the future and to provide information about lease extension options.

Service charges may include contributions to a sinking fund, which helps pay for major repairs and improvements to buildings over time, such as roofing works, replacement windows, and communal decorations.

We have continued reviewing sinking fund contributions to make sure buildings are properly maintained and to help reduce unexpected large costs in the future.

• Enhancing building and fire safety information
• Supporting homeowners with leasehold advice and guidance
• Improving long-term planning for building maintenance
• Providing clear communication and homeowner support
• Continuing investment in homes and communal areas.

Over the next year we will continue to focus on:

Find out more...