In May, we brought together a group of Love Living Homes leaseholders and shared owners to review our Section 20 and External Planned Maintenance programme consultation process. Residents shared their honest experiences to help us improve how we communicate, consult and deliver major works.  

We always want to improve residents’ satisfaction with our service. Feedback is helping us make meaningful changes to improve clarity, transparency and overall experience for all residents and we understand there is more we can do. 

You said… 

• Our communication is often too long, complex and unclear 
• You don’t always receive enough notice about upcoming works 
• There is limited explanation about why works are needed 
• Costs feel high, with concerns about value for money 
• Communication during works can be inconsistent or lacking 
• You would like more involvement and better engagement 
• There’s not enough forward visibility of planned works 
• You want clearer contact information and feedback routes 

We’re doing…

We’ve developed an action plan to improve your experience, focusing first on communication, transparency and visibility. 
 

Communication & Guidance 

• Introducing a detailed guide on the Section 20 process for current residents and an adapted simple one-page summary for new leaseholders buying a shared ownership home. 
• Providing clear explanations of why works are needed 
• Explained the financial support that is available via our teams at all stages of the process 
• Add a Section 20 and External Planned Maintenance Programme guidance to the online responsibilities guide 
• Add clear contact details and response Service Level Agreements (or links to) for each team to work commencing letters/emails 
• Highlighting out of hours contacts during the works 
• Created contractor templates so that the residents know where they are in the External Planned Maintenance Programme works process  

Planning & Forward Visibility  

• Clearly explaining how contractors are chosen and highlighting our current contractors once the Qualifying Long Term Agreement process is complete  
• Providing clearer cost breakdowns and financial information with sign posting to financial support in all cost-related communications 
• Improving coordination between teams and contractors 

What’s coming next over the next year 

• A clearer long-term programme of works (3–5 years) 
• Improved communication standards, including response times 
• Clearer project specific descriptions on Section 20 documents 

Looking ahead 

• More consistent and standardised communication 
• Engage with residents in communications projects on a scheduled basis to evolve and develop service delivery for Love Living Homes residents. If you’re interested in finding out more, please email getinvolved@tch.org.uk  

Thank you 

Thank you to everyone who took part in the focus group. Your feedback is helping us create a more transparent, accessible and resident-focused service.  We will continue to keep you updated as these improvements are introduced.