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Editor's Notes
- Introduction KN TPAS and National Customer and Staff based Research The business case : Unhappy leaseholders = high management costs treading water impacts on the potential for improvements in services and value Presentation is about achieving good relationships through more positive joint working instead of the exhausting practice of responding to complaints, challenges and spending time defending customer challenges Emphasis on engaging leaseholders to: Build trust and establishing confidence; ensure leaseholders are well-informed and consulted; provide affordability advice; to benefit potential, new and wider existing leaseholders and establish partnership work with leaseholder service improvement groups; develop inclusive service charge policy and processes; deliver effective major repairs engagement; provide transparent and informed contract procurement; value for money Be accountable leasehold customer inclusion. Plenty of time for discussions
- First point of contact – like any customer What’s the problem? No established trust from start of relationship so less confidence basis when there’s problem Customer friendly and tested information – looking out for the potential leaseholder, specific FAQs and information booklets Engaging existing customers to inform and develop information get the perspective right legal advisers – those existing customers recommend following surveys Running information sessions – details, implications, leasehold representatives input Individual sessions, interviews, home visits – checklists – leasehold representatives ‘Transparent openness’ Periodic articles in general tenant newsletters, promoting information sessions, what to expect (pre-purchase interviews, home visits, leasehold ownership implications and realities) Survey new leaseholders immediately post purchase, then periodically to assess how informed they were about different aspects of the leaseholder journey Make use of feedback to improve accessible information. Publish leaseholder feedback comments, video chats, promote the leaseholder voice and experience and demonstrates your transparency and openness – changes perceptions
- What’s well informed for any customer? What I am paying for What I can expect What I can do if I’m not happy Options in place to influence decisions that affect me Well that’s all fair enough but to what extent could engaging leaseholders be of mutual benefit - Improved Info developed with leaseholder influence -