Telephone
When you phone us, we will:
- answer your call as soon as possible
- respond to telephone messages within one working day.
Letter and email
If you contact us by letter or email, we will:
- aim to answer letters within 10 working days and emails within five working days.
Due to the complexity of some of the enquiries that are received it will not always be possible to respond within these timeframes. In these instances we will send an acknowledgement within five working days and respond within four weeks.
- Legal enquiries: Changes in ownership will be processed within 10 working days. Solicitors’ enquiries will be processed within 10 working days.
- Service charges: We will produce service charge statements in the timescales laid down in legislation. Currently this is 18 months from the date the cost has been incurred by the landlord. You will usually receive your statement around the end of September, due to the time it takes to collate these costs after the end of the financial year.
- Consultation: We will consult with leaseholders on all major works to their building, block or estate.
It is important that you keep the council updated with your current contact details; address, email and telephone numbers.
