Homeowners
The homeowner service covers all legal transactions, including lease extensions and advice, resales, staircasing (for Shared Owners), the section 20 process, service charge enquiries, arrears and payment enquiries, and customer engagement. To report repairs or raise queries about existing repairs, speak about your estate, or discuss anti-social behaviour, please use our contact form or select the relevant option when calling 0800 032 2433.
Our dedicated Homeowner Team is here to help. You can contact them by emailing [email protected]. You can also call 0800 032 2433 and select option 4, then 3 to speak to them. If your call can't be answered within 30 seconds, you can leave a voicemail message, asking for a call back. If you need to meet them in person at our Teddington office, please contact them in advance.
We now have six employees to support you with homeowner-specific queries:
Head of Homeownership: Becca Fury
This role changed from a homeowner manager to make sure the voice of homeowners, and the service, is represented at leadership level. As well as ensuring the homeowner team has a clear vision and a set of service expectations that are consistently delivered, Becca shapes our wider customer service experience with homeowner customers in mind.
Senior Homeowner Advisor: Francesca Kelly
This new role was created as part of our operational restructure. It’s a key link between customers and our planned works team, making sure we support homeowners throughout a major works project. Francesca is our complex case handler and will support customers where estate visits are required. Finally, she will work closely with other teams, encouraging more customer engagement to ensure homeowners are invited and represented during these events.
Homeowner Advisors: Charlene, Emily, and Moe
Customer calls will now be answered directly by one of our three homeowner advisors. They help leaseholders and shared owners with all queries related to the legal aspects of their lease via our homeowner email address. This includes supporting customers through service charge disputes and payment concerns, answering observations raised through section 20 consultations, managing lease extensions, and supporting shared owners with resales and staircasing processes.
Homeowner Administrator: Sarah
The homeowner administrator is the main contact for leaseholders completing lease extensions and selling their homes. Sarah liaises with solicitors for sales enquiries, ensures all lease extensions run smoothly, produces all section 20 notices, and manages our homeowner inbox and shared ‘to-do’ list.
For answers to commonly-asked questions, see the Homeowner section of Help & Advice.
Sales
We’re building perfectly-placed new homes for Shared Ownership across West London. There's something for everyone, whether it’s green space you’re after, excellent commuter links or vibrant high streets. For more information about our current and future homes for sale, please contact: [email protected]