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Service Standards

We aim to always provide you with excellent customer service which is flexible, responsive and value for money.

Service standards are important to us so that we can monitor performance and continually improve our services to meet your needs. Detailed below are standards which explain the level of service you can expect to receive.

We will monitor our service standards through telephone / postal & internet surveys, informal chats, mystery shopping exercises and via our comments, compliments and complaints procedure.

We ask you to:

  • Pay your service charges within the time specified within your lease
  • Behave in a responsible way towards neighbours and visitors
  • Take care of your property, including an annual gas service where applicable by a registered CORGI contractor
  • Allow our staff and contractors access to your home where this necessary to undertake works on communal fixtures
  • Not cause damage to any communal areas either within or surrounding your building.
  • Treat staff with politeness and respect

Customer Service

We will:

Ensure we provide the same levels of service delivery to Leaseholders as we do for other customers and tenants and therefore the same service standards are applicable.

In addition to these and specifically for leaseholders we will:

  • Provide you with a copy of our Leaseholders Handbook
  • Offer you an appointment at the most convenient time and location for you, if you need to see us
  • Answer any questions you might have about service charges, major works, ground rent and buildings insurance. We will do our best to deal fully with your enquiry at first point of contact either via our contact centre or our Home Ownership Team. If we cannot do this we will explain why and endeavour to provide a full response within 10 working days, where we cannot do this we will contact you and let you know about the delay and when we expect to be able to give you a full answer.
  • Asses any applications you make to carry out alterations to your property or exercise obligations and options within your lease within 10 working days.

Communicating with you

We will:

  • Hold quarterly Leaseholder Advisory Panel Meetings
  • Carry out a comprehensive leasehold survey at least every two years


As a leaseholder your home will not be included within any of our improvement / investment programmes. However, where improvements will affect any communal areas such as the roof of your building, you will be formally consulted and advised of the amount you will be expected to contribute towards the overall cost of the work.

Additionally we will write to you before any improvement work starting to our properties to:

  • Advise you of the works to be done
  • Give you information about when the works will commence and what disruption you can expect
  • Provide you with contact details of staff responsible for supervising the scheme, should you have any concerns both during and following completion of the works

Financial Information

We will:

  • Explain payment methods, service charge accounts and financial information in plain language
  • Make a choice of payment methods available
  • Provide you with a service charge estimate on a yearly basis
  • Send you a building insurance summary of cover every year
  • Provide advice and support to anyone who has financial problems in meeting their service charge payments, or share of major works costs

Consultation and participation

We will:

  • Consult you on changes in service provision that affect you, through meetings, letters and surveys
  • Help to set up new and support existing resident groups, ensuring leaseholders are fully involved
  • Regularly publish Erimus Insight newsletter to keep you in touch with what is going on
  • Find out what you think about the quality of services we provide by carrying out regular surveys
  • Provide a variety of ways that you can become involved in influencing the services we provide
  • Keep you informed of any significant changes to your major works service charges
  • Carry out full consultation on all major works projects in line with legislation requirements

The standards outlined above focus on you the customer and your needs and expectations. They represent the minimum level of service you can expect from us.

If you are unhappy about any of the services you have received from us, please let us know as soon as possible so that we can put things right. Please call our contact centre who will try to resolve your problem or direct your call to Our Home Ownership Team

Contact us by calling our contact centre on 08000 461600 or by emailing

Erimus Housing

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