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
• Offer a wide range of payment options
• Consult with the leaseholder prior to major works /refurbishments and any area that may have a financial impact on the leasehold service
• Offer a loan facility for appropriate leaseholders to help with the costs of major works/ large bill
• Provide a newsletter to all leaseholders twice a year.
• Listen to and respond to all enquiries fairly, consistently and confidentially.
• Answer queries/complaints within 10 working days, or advise you of when a full response can be given
• Offer leaseholders a drop-in surgery facility, to coincide with the issuing of yearly Service Charge invoices
• 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
• Encourage people to contact us at an early stage should they be experiencing difficulties in paying their service charges

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 Services team on telephone no 01642 527293.

E-mail: customerservices@tristarhomes.co.uk