We are continuously getting feedback from our customers and fixing things that are identified. This report explores our Estate services. Below are some things we have identified and our actions to improve.
What you said
- I do not really understand what services I should be receiving.
- I am not happy about the standard of the services being provided.
- I am being charged for services in communal areas that I do not use.
- I have reported the same concerns before.
- I do not know who is responsible for the services being provided.
What we found
- Your service charge arrangements are confirmed within your tenancy agreement, or your lease or transfer document, but you do not always know what the estate services are that you are paying for.
- We could be clearer about the services you will receive when you move into your home, including where you need to contribute towards the upkeep of communal areas that benefit the whole community.
- Around half of your complaints about estate services relate to grounds maintenance (grass, hedges, plants) followed by communal areas (such as bin stores), and cleaning.
- The standard of services provided can vary between contractors, or change at different times of the year.
- When the type of services being provided is seasonal, we might hear from you about similar issues at the same time each year.
- When you contact us to make a complaint about the standard of services being provided your concerns can instead be about the amount of service charge you are being asked to pay.
- It is not always clear which services are being provided to you by LiveWest and which services are being provided by a contractor or through a management company, or by the local authority.
What have we done?
- Reviewed and restructured our Estate Services teams to improve the way we support and manage our estate services alongside other contracted property management services.
- Updated information on our website about the services you might receive, and provided answers to your frequently asked questions about your service charge here.
- Reviewed our contractor performance.
- Identified that we can improve the information we provide you with about the services you will pay for and receive when you move into your home.
- Established and worked together with customer estates champions to improve the way our services are delivered and encourage wider customer involvement.
- Identified a priority need for a ‘customer service offer’ for Estate Services.
- Improved the way we record and update information about who is providing estate services for your home.
- Focussed on a review of obtaining ‘value for money’ from the Estate Services Supervisor role.
We will:
- Respond to any queries about the services you are being provided with. You can get in touch with us by calling our Customer Services Centre on 0300 123 8080, or contacting us through our customer portal or through the Contact Us page.
- Ask you to check what your tenancy agreement, lease or freehold transfer document says about your service charge. Some of the most common things that might be included are:
- Cleaning communal areas such as shared corridors and stairways.
- Gardening or grounds maintenance to communal outside areas.
- Maintenance and servicing of door entry systems, fire alarms, and lifts.
- Electricity for lighting in communal areas and other electrical services.
- Minor day to day repairs needed in communal areas or to the main structure of blocks of flats.
- Staff employed to provide services where you live, such as scheme managers.
- Ensure that a colleague from the most appropriate team contacts you to discuss your concerns.
- Offer a referral to our Tenancy Sustainment team who may be able to help you with budgeting advice if you are struggling to pay your service charge.
If you make a complaint about estate services we will:
- Ask whether you are happy for the issue you are raising to be looked into as a service request if this is the first time we have heard from you about it.
- Let you know if your complaint relates instead to another area of our services and provide you with the details of the colleague who will be investigating your complaint.
- Investigate your concerns and keep you updated, let you know our findings and confirm what action we will take.