Leasehold management, Section 20, repairs, customer service

Good practice from across the sector, and as supplied by members, is available to help you develop your capability and expertise in these areas of managing a leasehold operation.

  1. Customer satisfaction Managing customers and taking feedback on customer satisfaction is a vital part of your service. Some example satisfaction survey forms are also here.
  2. Best practice workshops We hold complimentary regional best practice workshops for members to debate good practice during the year. Come and join the debate.
  3. Major works, repairs and maintenance Major works is a key area, and this section covers the good practice on Section 20 issues, and how to administer and charge for repairs effectively.
  4. Performance improvement and efficiency Good practice on how to develop your leasehold management function.
  5. Section 20 consultation and engaging with leaseholders Legislation dictates that this is an area you must get right or face legal and financial consequences. Here’s the good practice from this area.
  6. Service delivery, managing leaseholders and welfare reform Day-to-day management of your service, covering all the key elements, plus managing agents and other external issues.
  7. The lease and leasehold legislation The lease and leasehold legislation determine how your service is shaped.