Improving the services THH provides to leaseholders

Posted on Friday 31st January 2020

consultation LSRTo improve the quality of the services that THH provides to leaseholders we have been carrying out a review, including a consultation which saw more than 250 leaseholders give their views.

We asked the Housing Quality Network (HQN) to carry out an independent review of our leasehold management service and they produced a report suggesting improvements that THH could make.  The review included benchmarking with similar organisations, interviews with staff across the whole of THH, focus groups consisting of leaseholders and a review of all policies relating to leaseholders.  A steering group of leaseholders, Board Members and Directors helped to guide the review, and agree the headline report and resulting action plan.

The headline report is available to read here and contains recommendations.

Our full report and list of recommendations is also available here. The full report sets out the finding in more detail and includes additional recommendations including internal changes to process and procedures.

Action plan - phase one

Accompanying the headline report THH has provided an action plan setting out resource and target time frames. Within phase one we have prioritised 36 recommendations specified in the report.  The action plan is available to read here.

Areas for improvement

The report by the HQN recommended three main areas where improvements could be made.  These are:

  • Improving communication with leaseholders
  • Improving transparency
  • Improving value for money.

Next steps

THH will be proceeding with implementation of the action plan and work has already started on implementing many of the actions. 

We will continue to have conversations with leaseholders as we implement the recommendations in the report. We will publish more information as the work progresses and monitor satisfaction from leaseholders.

Find out more

If you have any questions about the review or the report, or would like to give your views then please email



Posted on Friday 31st January 2020