Homeowner services
Our dedicated team is here for support
Homeowner services
The homeowner service covers all legal transactions, including lease extensions and advice, resales and 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 complete a form on the contact us page or select the relevant option when calling 0800 032 2433.
You can contact our dedicated Homeowner Team 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.
Download our Homeownership Handbook
Homeownership handbookOur homeowner team is here to support you with homeowner-specific queries:
Head of Homeownership
Leading the team and providing a clear vision and high service standards, our Head of Homeownership ensures that the team is consistently delivering their customer service goals, as well as shaping our wider customer service experience with Homeowners in mind.
Senior Homeowner Advisor
This role is a key link between customers and our planned works team, making sure we support homeowners throughout a major work project. In recognition of the skills and experience required for this role, the Senior Homeowner Advisor is our complex case handler and acts as an escalation point through the team where needed. They support homeowners where estate visits are required and work closely with other teams, encouraging more customer engagement to ensure homeowners are invited and represented during these events.
Homeowner Advisors
Our homeowner and customer advisors are the first point of contact for homeowner customers, either via phone or email. They help leaseholders and shared owners with all queries related to the legal aspects of their lease. 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
The homeowner administrator is the main contact for leaseholders completing lease extensions and selling their homes. They liaise with solicitors for sales enquiries, ensure all lease extensions run smoothly, produce section 20 notices, and manage our homeowner inbox and shared ‘to-do’ list.