Leaseholder Service Promises

Tristar Homes Limited aims to meet its obligations to our leaseholders by working to a series of agreed standards, providing the opportunity for leaseholders to monitor performance and influence service delivery and aiming to achieve excellence in the service we provide.

These promises set out our responsibilities, operational performance and standards of service that leaseholders can expect.

We will:

• Provide an annual itemised service charge bill in a clear appropriate format
• Consult with the leaseholder prior to major works /refurbishments and any area that may have a financial impact on the leasehold service
• Listen to and respond to all enquiries fairly, consistently and confidentially.
• Offer an appointment to all potential/new leaseholders to discuss the implications of owning a lease.
• Provide a clear comprehensive and informative welcome pack and handbook to all new/potential leaseholders

How we will keep to these promises:

• Train staff in current leasehold management legislation
• Carry out customer surveys using the results to improve our service
• Regularly report our performance against promises.
• We will encourage & welcome views on the service provided

If we do not meet these Service Promises please contact our Customer Service Centre on 0844 736 0007 or E-mail: customerservices@tristarhomes.co.uk