Service Standards

These standards set out the level of service that every leaseholder can expect to receive from us.

We will endeavour to:
  • Treat all customers fairly and equally
  • Treat all information you give us confidentially
  • Make sure staff provide their name if you request it
  • Telephone you back when we say we will
  • Deal with your enquiry quickly
  • Acknowledge your email/letter within two working days and give a full reply within five working days
  • Respond to your complaint within 10 working days
  • Work with leaseholders to improve the services provided
  • Provide leaseholders with quarterly account statements
  • Provide quarterly completed repair statements
  • Provide a yearly (or half yearly depending on lease type) bill with summary of charges
  • Make provision for various methods of payment including on-line, telephone, bank transfer, direct debit, standing order, in person, by post, cash and cheque
  • Consult with leaseholders on matters relating to major works to improve their homes
  • Ensure staff in our local housing teams are competent in answering any queries related to leasehold issues
  • Provide high quality Janitorial, Cleaning, Ground Care, Security and Concierge Services to appropriate Leaseholders in accordance with Block profile
  • Ensure that when you make any enquiries in relation to the calculation of charges, or services provided, Home Ownership Services will deal with this as quickly and efficiently as possible
Tell us how we are doing

We welcome your views on the services we provide. If we have got things wrong and you are unhappy with the service, then please let us know.

It will help us put things right and improve the service.

We would also like to hear from you if you are happy with the service you receive. Whatever you want to tell us, whether it is a complaint, a compliment, a comment or a suggestion, we want to hear from you.

Home Ownership Services can be contacted by post, via the Sandwell website using your MySandwell account, via email on home_ownership@sandwell.gov.uk or by telephone on 0121 569 5203.