We’ve been carrying out surveys with our Shared Ownership customers to understand how they view their Shared Ownership home and services.
By using this feedback, we’ve been able to understand what more we can do to improve our service and your experience as a shared owner.
In our survey, you told us:
- You would like to hear more from us about where you live
- When you bought your home, you would have liked to have been given more information about buying further shares (staircasing), repairs and rent increases
- We could handle the defects process better
- You would like to receive a more timely response when you get in touch with us about issues related to you and your home
- You would like more simple information on how to buy extra shares in your home
- You would like more information on the support available to help you with the cost of living
We now have a specialist team, our Housing Advice Team, who will be able to deal with your questions on a range of topics such as:
- Buying more shares in your home
- Sales
- Lease Extensions
- Repair questions
- Anti-Social Behaviour
They can provide with information you need to make a decision on some of these topics and also start the process if you want to.
Doing it this ways allows you to keep a track of how you’re progressing through your selected process too. The team is available from 8am – 6pm, Monday to Friday and you can contact them on 0345 60 20 540.
On average the Customer Hub are answering calls in under 60 seconds. A member of our specialist team will then be on hand to help you to answer your query quickly and efficiently.
We’ve updated our website to make it easier to find the information you want, and have also added lots more useful information about various subjects, like staircasing, resales and freeholds.
We’ve started up a Leasehold Focus Group so we can speak directly to you about the services you receive and to make sure your voice is heard and shapes the services you receive.
You can get involved in this focus group by emailing customerscrutiny@midlandheart.org.uk
We’ll be sharing a quarterly newsletter with you which will include lots of useful information related to your home, shared ownership and cost of living support. We’ve spoken to our Leasehold Focus Group to understand what topics you would like to hear about.
We’ve changed how we manage defects in our new homes by creating a team dedicated to dealing just with defects, from the moment they’re reported to when they’re completed.
We have improved and simplified the information we share with shared owners, including around what rent is for and how it’s calculated. You can read more about this on our handy leaflet here.
We’ve also improved the information we share with you when you buy a home, to make sure you know what you need to from the very start.
Any questions?
If you have any questions about Shared Ownership or would like to talk to us about any of the changes we’ve made, you can speak to a member of our Housing Advice Team by calling 0345 60 20 540.
You can also visit our website to find lots of useful information about Shared Ownership.
