Leaseholder promises
We're committed to support you, our leaseholders, by working to a set of standards while offering you the opportunity to monitor performance and influence how services are delivered.
The standards we aim to meet range from our responsibilities to the operational standards that leaseholders can expect.
We will:
- provide an annual itemised service charge bill
- offer a wide range of payment options
- consult with affected leaseholders prior to major works or refurbishments
- hold 2 Leaseholder Forum meetings each year
- listen to and respond to all enquiries fairly, consistently and confidentially
- where possible, provide a welcome pack and handbook to all new or potential leaseholders
- encourage you to contact us at an early stage should you experience any difficulties paying service charges
- answer queries and complaints within 10 working days, or advise you when a full response can be given
- answer telephone calls within 20 seconds
- make sure you do not have to wait more than 10 minutes when you visit our offices
- produce and regularly update leaseholders’ Frequently Asked Questions
To maintain these standards we will:
- train staff in leasehold management best practice and legislation
- encourage you to provide your views on the service
If you want to comment, compliment, complain or raise a concern about any part of this service, email: haveyoursay@york.gov.uk, or call telephone: 01904 554145.
Also see
Leaseholder Management Team
Telephone: 01904 551550 (option 4, option 4)
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