Leaseholders' Handbook - Plymouth Community Homes

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Disagreements, Comments, Complaints and Praise Service charge disagreements If you disagree with any aspect of your service charge you should still pay for the part of the charge that you do agree with. Please contact Plymouth Community Homes Leasehold Team to discuss any concerns that you have about charges as soon as you receive your annual service charge account. Plymouth Community Homes will take action over all arrears. So if you have a concern please donʼt leave a service charge account unpaid without talking to our Leasehold Team first. If you believe that your service charge is unreasonable (in terms of the amount charged or standard of work) you may be able to apply to the Leasehold Valuation Tribunal for a decision about what is reasonable. Viewpoints Viewpoints is our leaflet that you can use to give us feedback about services. We need to know if a service is not to the standard that you expect but itʼs also good to know when we get things right. You can obtain this leaflet from one of our housing offices or at our head office. Compliments and suggestions When we receive your compliments or suggestions for improving our service we will: • Contact you to acknowledge your comment within three working days. • Look at your comment or suggestion and let you know if we make any changes as a result. Making a complaint We will write to you within two working days of receiving your complaint either with a full response or acknowledgement. If this is the first time you have complained, the complaint will be investigated. This is known as Stage 1. We will send you a full response within 10 working days of receiving your complaint. Sometimes, more complex complaints may take longer but we will keep you informed of progress. We may contact you again at a later date to ask if you were satisfied with how we handled your complaint. This is so we can continue to learn from you and keep improving our services. What if I donʼt feel my complaint has been dealt with properly? You can ask us to reconsider our decision - this is Stage 2 - and this will be reviewed by a more senior officer. We will acknowledge your complaint and send a full response within 20 working days. If it is going to take longer, we will let you know. You will receive a full explanation of the decision that is reached. ➪ Previous page | Contents page | Next page ➪ 22
What if I am still not satisfied? If you are still not satisfied your complaint will be dealt with by a Review Panel. This is known as Stage 3. The meeting of the Review Panel will be held within one month. You will be invited to attend or put your case in writing. The panel will provide a written response within 10 working days of the meeting. Housing Ombudsman Service We hope that your complaint is resolved before this stage is reached but if you are dissatisfied with our response or feel that we have failed to put things right, you can complain to the Housing Ombudsman Service. The Housing Ombudsman Service is an independent organisation that investigates complaints about housing associations. You can ask at any of our local housing offices for a leaflet or look at their website www.ihos.org.uk or contact them at: How can you tell Plymouth Community Homes what you think? Phone us on 0800 694 3101 Write to us at: Plymouth Community Homes Princess Court 23 Princess Street Plymouth PL1 2EX Look at our website: www.plymouthcommunityhomes.co.uk. Click on ʻContact usʼ then ʻMake an enquiryʼ then complete the form which will be automatically sent to us. Housing Ombudsman Service 81 Aldwych London WC2B 4HN Telephone 0300 111 3000 Fax 020 7831 1942 Email info@housing-ombudsman.org.uk ➪ Previous page | Contents page | Next page ➪ 23
Page 1 and 2: Leaseholders’ Handbook
Page 3 and 4: Contents Electronic version: please
Page 5 and 6: Introduction from the Chief Executi
Page 7 and 8: Our offices Our Head Office is in t
Page 9 and 10: Not all leases are the same Not all
Page 11 and 12: Leaseholdersʼ Responsibilities (co
Page 13 and 14: Paying the annual service charge Al
Page 15 and 16: European Union (EU) Procurement Rul
Page 17 and 18: In certain circumstances, it may be
Page 19 and 20: Having problems with payments? Prob
Page 21: Supporting People Supporting People
Page 25 and 26: Buildings Insurance Plymouth Commun
Page 27 and 28: Repairs Plymouth Community Homes an
Page 29 and 30: Gas and Electrical Servicing You ha
Page 31 and 32: Resident Involvement Plymouth Commu
Page 33 and 34: Subletting your flat Leaseholders a
Page 35 and 36: Will Plymouth Community Homes buy b
Page 37 and 38: Frequently Asked Questions When the
Page 39 and 40: Consumer Advice Trading Standards P
Page 41 and 42: Lessor Another word for freeholder.
Page 43 and 44: Leaseholder Handbook Translation En

Leaseholders' Handbook - Plymouth Community Homes

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