In February 2024, we launched our Leasehold Focus Group which gave you a chance to let us know where we need to improve and what more you’d like to see from us.
Over the past few months, our shared owners and leaseholders have fed back to us on a range of different issues.
Sales
You told us that you felt fees changed, during the sales process are unclear and hidden. As a result of this, we’ve included a fee schedule on our website.
Antisocial behaviour
You told us that our response to reports of antisocial behaviour weren’t quick enough and that you’re passed from department to department.
As a result, we’ve made information on how we tackle reports of ASB, easier to access so that you can hold us to account.
Mixed tenure sites
You felt that the rental properties in your communities weren’t looked after as well as the properties that are owned.
There was some confusion about who has responsibility for repairs that span the different types of tenures.
We’ll speak with our Estates teams that cover your area to make sure that the rented homes are well maintained and discuss how we can update you better, so you’re aware of what we’re doing to make sure where you live is well maintained.
Parking
You told us there were some issues around residents parking inconsiderately in your area and being unclear around visitor parking and abandoned vehicles.
Unfortunately, it’s not up to us to settle parking disputes between neighbours, however, we can make it clearer on where the available parking is where you live and also provide you clearer information on how you can report abandoned vehicles and how long that process can take.
You can find out more about abandoned vehicles on our webpage.
Launching our Leaseholder Assistance Policy
The Focus Group has input into the Leaseholder Assistance Policy we recently launched. The policy sets out what support we may be able to offer leaseholders who find themselves in financial or psychological hardship, due to circumstances outside of their control.
The Focus Group reviewed the policy and fed back on elements, which we included in the final version.
We're looking to revamp and improve our Leaseholder Handbook and we'd love your input in shaping this. If you'd like to get involved and join our shared owner focus group, please email customerscrutiny@midlandheart.org.uk
We’re committed to keeping you updated on the topics you’ve told us you want to hear more about, but the best way for you to help shape our services is by joining our focus group.
If you’re interested in getting involved, you can fill out the form on our webpage or email customerscrutiny@midlandheart.org.uk. You can also give us a call on 07720 143676.
