Customer promises for leaseholders

 

Our promise to you

What we expect from you

 

 

Accessing our services - leaseholders

Getting in touch with us

We will:

  • Provide a range of ways to get in touch, including face to face, by telephone and online
  • Offer you a home visit if needed and make an appointment to visit you at a convenient time
  • Treat you fairly and with respect

 

When you ring us

We will:

  • Answer your call promptly
  • Speak clearly, tell you our name and which team we are in and let you know who has responsibility for dealing with your request
  • If you ask us to call you back we will do this within 48 hours (excluding weekends)

 

When you write to or email us

We will:

  • Acknowledge your written enquiry or email within two working days
  • Let you know the name of the person who is dealing with your enquiry
  • Send you a full reply within 10 working days

 

When you visit our offices

We will:

  • See you within 10 minutes of visiting our public offices

 

When we visit you

We will:

  • Be clearly identifiable when out and about in your neighbourhood and wear Tower Hamlets Homes identification cards
  • Introduce ourselves clearly and courteously
  • See you at the time we agreed with you
  • Contact you if we have to change an appointment
  • Explain why we need to change an appointment and rearrange it for a time that is good for you

 

If things go wrong

We will:

  • Acknowledge any complaint you make within two working days
  • Be open and honest and do our best to put things right quickly and fairly
  • Reply to your complaint within 20 days and offer you the right to appeal if you don’t agree with our reply
  • Let you know how we have learnt from your complaint when we’ve got it wrong

 

Your communictation needs

We will:

  • Provide you with information in alternative formats when you ask us to
  • Arrange for interpretation or translation if you need us to
  • Read or explain written information if you would like us to

 

Knowing our customers

We will:

  • Make sure the information we hold about you is up-to-date and accurate
  • Use the information we collect to provide you with the best service we can 
  • Check to make sure all of our customers are benefitting from the services we provide
  • Listen to what you are saying – not assume we know

 

Extra support if you need it

We will:

  •  Publish the details of what extra support is available to help you
  • Ask you directly about any extra support you need and agree with you what we can offer



 

Leaseholder services

Paying your service charge

We will:

  • Offer a range of ways to pay your service charge, including spreading your payments throughout the year
  • Send you an estimated service charge bill by 1st April each year covering the year ahead
  • Send you the actual service charge bill of the previous financial year before 30th September
  • Send you a statement of account every year, so you know what your balance is
  • Provide debt advice if you are finding it difficult to keep up with payments

 

 

Anti-social behaviour

We will:

  • Contact you within 1 working day for cases such as hate crime, threats of violence or aggression
  • Contact you within 2 working days for cases such as noise nuisance and or misuse of communal areas
  • Review and assess the details of the incident and assign the case to a relevant officer
  • Discuss the next steps, including the help and support available to you
  • Agree with you how and when we will update you throughout the investigation
  • Be open and honest about what we can do
  • Be realistic about the likely outcomes of any action we take – particularly legal action
  • Ensure our neighbourhood patrols target the areas in most need
  • Work in partnership with others to tackle anti-social behaviour

 

 

 

Repairing and maintaining your home

Maintaining the exterior of you home

We will:

  •  Keep the condition and structure of your home in good repair

 

Planned maintenance

We will:

  • Service all lifts, dry risers, emergency lighting and communal water tanks as required by law

 

Carrying out major works to your home

We will:

  • Consult you on major works under Section 20, and will listen to your views
  • We will send you an estimate of your service charges (including major works) on 1st April
  • Send a final bill for major works once the final accounts have been prepared and audited
  • Offer a range of payment options and payment plans, to make it easier for you to pay your contribution

 

Improving your home

We will:

  • Assess the condition of homes to ensure that major works are  planned where needed
  • Publicise our plans for what work we intend to do and when we intend to do it
  • Consult with you before starting the work
  • Agree a convenient time with you if we need to come into your home
  • Carry out regular fire risk assessments and publicise results



 

Your neighbourhood

Cleaning and gardening

We will:

  • Carry out monthly estate inspections
  • Publicise details of quarterly estate inspections which residents are encouraged to attend
  • Keep your block and neighbourhood clean
  • Remove offensive graffiti within 1 working day and all other graffiti within 7 working days

 

Parking

We will:

  • Deal with your parking application within 10 working days
  • Replace lost, stolen or damaged permits within 10 working days
  • Take action against people who park illegally

 

Getting involved in what we do

We will:

  • Make sure we provide you with opportunities and a choice of ways for you to get involved
  • Let you know how things you have told us have changed what we do
  • Let you know how we are performing at least twice a year
  • Consult with you about issues affecting your home and neighbourhood
  • Work with Tenants and Resident associations
  • Be proactive in sharing information

 

 

 

What we expect from you

Your responsibilities

In general, your responsibilities are to:

  • Pay your service charges in full and on time
  • Let us know if any of your details change
  • Ensure that you and your visitors don’t cause a nuisance from your home or neighbourhood
  • Check with us first if you want to keep a pet
  • Take care to avoid gas and fire risks in your home and communal areas
  • Be careful to avoid blockages and leaks in your home
  • Recycle responsibly
  • Repair and maintain your home
  • Ask us for written consent before making home improvements
  • Inform us if you wish to sublet your home, making sure that you still comply to the conditions of your lease.
  • Allow THH staff and our contractors access to your home at all times by appointment (or at any time in case of emergency)

 

Paying your service charges

Your responsibilities are to:

  • Pay your service charges, including ground rent, in full and on time

 

Changing your personal details

Your responsibilities are to:

  •  Let us know as soon as possible if any of your details change, such as your name or phone number

 

 

Anti-social behaviour

Your responsibilities are to:

  • Ensure that you don’t cause a nuisance from your home or neighbourhood
  • Report anti-social behaviour where you live.

 

 

Pets

  • Your responsibilities are to:Check with us first if you want to keep a pet. As long as it’s appropriate for the type of home you live in and will not annoy or frighten other people, we will usually allow them.

 

 

 

Fire safety

Preventing fires inside your home

Your responsibilities are to:

  • Fit smoke alarms on each level of your home and test them once a week
  • Make a fire action plan so you and those in your home know how and where to escape
  • Take care in the kitchen –most fires start here, so never leave your cooking unattended and take extra care when cooking with hot oil
  • Never leave candles unattended
  • Make sure cigarettes are stubbed out and disposed of carefully, and never smoke in bed
  • Not overload electrical sockets
  • Keep matches and lighters are away from children
  • Keep flammable liquids such as petrol away from the estate
  • Not store or use any form of bottled gas or paraffin heaters – it can be extremely dangerous and any breach of this rule will be treated very seriously
  • Ensure your home has a fire rated door fitted if it opens onto a shared area.

 

Preventing fires outside your home

Your responsibilities are to:

  • Keep landings, stairwells and common areas free from obstructions and flammable items, such as cycles and pushchairs
  • Put recycling out on collection day only
  • Put general rubbish safely into the chutes provided.

 

 

Gas safety

Your responsibilities are to:

  • Make sure that external gas pipes are clear from items such as washing lines
  • Make sure that any gas appliances you own are safe
  • Call the National Gas Emergency Number (0800 111 999) if you smell gas or suspect that there is a gas leak
  • We recommend that you carry out an annual gas safety check, ensuring that boilers and gas appliances are safe.

 

 

Leaks

Your responsibilities are to:

  • Make sure washing machines or dishwashers are plumbed in properly
  • Avoid causing leeks in your home, such as making sure that your bath doesn’t overflow and your taps are turned off
  • Be careful to avoid blockages to pipes, for example disposing of nappies and cooking oil appropriately.

 

 

Recycling

Your responsibilities are to:

  • Recycle responsibly. Food waste, nappies, clothes, and garden waste cannot be recycled, and will contaminate the whole recycling bin if thrown away incorrectly
  • Put recycling in the recycling bins or bags provided
  • Never put recycling in black sacks as it will be classed as rubbish and won’t be recycled
  • Appropriately dispose of bulk rubbish by calling the Council.

 

 

Parking

Your responsibilities are to:

  • Apply for a parking permit before parking on your estate.

 

 

 

Repairing and maintaining your home

Your responsibilities are to:

  • Allow THH staff and their contractors the right to enter properties to carry out inspections repairs and maintenance works (we will normally give you 48 hours before doing this)
  • Repair and maintain all internal building components (including kitchens) and all services inside the property including pipework and stop valve
  • Pay a proportion of the full cost of repairs and maintenance to the structure and exterior of the block and common parts as set out in your lease
  • Pay THH in advance of works completion if you would like us to carry out repairs or other essential services.

 

Improving your home

Your responsibilities are to:

  • Ensure that you do not carry out work on your property that damages the structure and shared areas of the estate
  • Ask us for written consent before you start any work to improve your home (other than fixtures and fittings)
  • Not put up aerials, satellite dishes and so on without our written permission
  • Obtain planning permission in addition to our written consent if required.



 

Subletting your home

Before subletting

Your responsibilities are to:

  • Inform us if you wish to sublet your property and provide necessary certificates to ensure you are meeting your obligations as a responsible landlord, as per your lease
  • Obtain the necessary license from the Council such as a House in Multiple Occupation (HMO) license
  • Sign a deed of covenant (if applicable) agreeing to comply with the requirements of the lease
  • Not let your property out as a short-term holiday let through online platforms such as Airbnb.

 

While you sublet

Your responsibilities are to:

  • Register details with us, including submitting a copy of the tenancy agreement
  • Tell us your new contact details, so that we can send invoices to the correct address
  • Provide an annual gas safety certificate
  • Make sure that there is at least one smoke alarm in the property
  • Ensure that your front door is fire resistant if it opens into a communal area
  • Dispose of any rubbish/belongings left by your outgoing tenants appropriately
  • Comply with all regulations, including the Fitness for Human Habitation Act 2018.

 

Reselling your home

 Your responsibilities are to:

  • Repay the required amount of discount if you sell your home within five years if you purchased under the Right to Buy
  • Send us a Notice of Assignment and Charge (if applicable) within one month of purchase.