Where residents pay for services, we want to make sure that they can have a say on who provides those services – as shown by the recent resident engagement work we carried out around the re-procurement of the Estate Services contracts.  

As a landlord we’re also legally obliged to consult with certain residents before carrying out major works, or entering into long-term agreements, that will result in significant charges for services they receive. 

We do this by sending out what is known as a Section 20 notice. Section 20 notices inform leaseholders about major works planned by landlords. The letter sets out details of the contract or service we’re looking to procure/provide and explains how residents can give their feedback on the proposed plans.  

You said… 

After sending a recent Section 20 notice we heard back from residents that the information they received wasn’t clear, or wasn’t relevant to them as they did not receive the service.  

We’re doing…  

We’ve put a number of steps in place to address the issues raised:  

• We’ve reviewed the way Section 20 notices are worded, to make sure that the information is as clear as possible.  

• Before we send the Section 20, we now have a three-step process to check that the right people are receiving the right information 

• We are providing our Customer Service team with more details about individual Section 20 projects, so that they are better able to answer any resident queries 

• We’re carrying out a review of the Section 20 process to understand the impact of these changes, and to see if there is anything else we can do to improve the information we provide to residents.  

Thank you to the residents who provided this feedback. If you’re interested in sharing your thoughts on our services and the information we provide, check out the different ways you can get involved here.