Hear what our leaseholders and shared owners had to say about our services

Many of you want to feel more confident that the services you receive reflect the charges you pay. Some asked for clearer breakdowns and more transparency around costs. We hear you, and we’re reviewing how we can improve clarity and confidence in our service charge information.

We look to seek the best value for money when it comes to choosing contractors for cleaning and grounds maintenance as well as energy suppliers. We pick these carefully, taking on board customer feedback while making sure they meet our service standards.

You care deeply about the condition of your homes and shared spaces. From communal repairs to contractor standards, you want to see consistent quality and a more proactive approach to maintenance. This includes things like flower beds, fencing, and general wear and tear in communal areas.

The responsibilities we hold for maintaining your home are outlined in the Communal Area Standard. Maintaining things like flowers beds and fencing is not included in our service standards, and this would come at an extra cost for customers if Thrive were to carry out such work.

As our new cleaning and grounds maintenance contracts have started this year, we’re also updating our Communal Area Standards to make sure it’s clear what our new providers are responsible for and to give clear examples of our standards.

You’ve told us that communication needs to be more relevant, easier to understand, and that we need to get back to you when we say we will. Whether it’s updates on repairs, service charges, or safety concerns, you want to feel informed and heard.

While we review next steps to act on your feedback, we’re also reviewing the Q&A information on our website to make sure information for homeowners is easy to understand and accessible.

There’s a strong connection between how ASB is handled and how safe you feel in your home. Many of you suggested improvements like CCTV, better lighting, and secure doors or fencing to help create a safer, more welcoming environment.

This feedback will help shape any next steps. While carrying out actions relating to CCTV and fencing may be more challenging without incurring extra costs, we remain committed to finding the best possible solution for our customers.