Leases
The team is responsible for administering the Leases for all ex-Right to Buy leasehold flats and maisonettes across the City of Wolverhampton Council’s flatted estates.
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What the team does
The team is responsible for helping customers who live in over 2,500 leasehold flats and maisonettes. They raise and administer service charges and provide advice and guidance in all matters relating to leasehold management. The team also consults with leaseholders on relevant issues, such as any future planned major repairs that are required to keep the block and common areas safe and serviceable.
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How this benefits customers
The team ensure the lease terms are adhered to and that leaseholders are charged fairly for the services Wolverhampton Homes or the Council provide. This ensures tenants, who pay rent, are not subsidising leaseholders and vice versa. The team also ensures that through major works projects we can maintain and improve the places where our customers live.
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What customers can expect
The team:
- aims to reply to customers’ general enquiries, such as a query with an invoice, within fifteen working days
- treats all customers fairly and equally
- treats all information you give us confidentially
- listens to leaseholders concerns and works with them to improve the services provided
During any formal ‘Section 20’ consultation period, we are bound by specific legal guidelines and will respond to queries within the stipulated timescales.
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How we measure success
The team aims to reduce the number of queries received from leaseholders by providing information in a transparent and concise format by making notices such as service charges invoices or Section 20 consultation notices as easy as possible to understand.
We also offer support to leaseholders when selling their lease to ensure that the sale of the lease can proceed smoothly, at what can be a stressful time.
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How we continue to improve
When the team receives feedback from its customers, we always tries to learn from it, whether it means reviewing how we provide the service to see where we could do better or simply taking satisfaction from the confirmation that the customer is happy.
- How the team's work fits within the Consumer Standards