Westminster Council Introduces New Leasehold Charter to Enhance Services for Residents
Westminster City Council has launched a new Leasehold Charter aimed at enhancing the transparency and accountability of its services for leaseholders. The Charter outlines the standards the Council is committed to achieving and what residents can expect from their local authority.
The Leasehold Charter is a comprehensive document that sets out the range of services Westminster City Council will provide to its leaseholders and details the expectations the Council has from residents in return. Developed in collaboration with the resident panel and based on extensive feedback from resident consultations, the Charter represents a significant step forward in the Council’s commitment to improving service delivery.
Key pledges within the Charter include:
- Providing Excellent Customer Services: Ensuring that leaseholders receive prompt, courteous, and effective responses to their inquiries and concerns.
- Seeking Resident Feedback: Actively asking for and incorporating leaseholders’ views on the services provided to continually improve and adapt.
- Providing Accessible Information: Making sure all necessary information is easily accessible and understandable for all residents.
- Maintaining Buildings: Taking responsibility for the upkeep and maintenance of buildings to ensure they remain safe and pleasant places to live.
- Offering Comprehensive Repayment Plans: Providing clear and manageable repayment options for service charges and other costs.
- Ensuring Value for Money: Delivering services that are cost-effective and offer good value for the money paid by leaseholders.
The implementation of the Charter is supported by a series of changes across Westminster’s housing service. These include a new repairs policy, significant modifications to customer service and repairs processes, the introduction of new teams at the call centre, and additional staff training. These changes are designed to ensure the Council meets the standards outlined in the Charter.
Westminster City Council is committed to regularly reviewing its performance against the Charter’s standards. Housing performance data and feedback from residents will be used to monitor progress and inform residents about how well the Council is meeting its commitments.
With this new Leasehold Charter, Westminster City Council aims to foster a more transparent, accountable, and resident-focused housing service, ensuring that leaseholders receive the high-quality service they deserve.
For more information about the Leasehold Charter, please visit the Westminster City Council website.
