Who you gonna call?


Derwent Living’s home ownership team holds a quarterly forum for customers who own all or part of their home. These meetings are a great opportunity to learn more about the services provided to home owners by Derwent Living and to help give feedback about them.

Chaired by home ownership officer Susan Wells, the most recent forum was about getting hold of the right person at Derwent Living, and knowing your leaseholder obligations.

Got our number?

Sometimes, if you have something you need to discuss with Derwent Living, it’s difficult to know who to contact. So we asked people at the home ownership forum to look at a list of basic enquiries and tell us which team they thought could solve it.

They were correct in thinking that many issues can be handled by our Customer Service Advisors. This is part of Derwent Living’s pledge to complete 65% of enquiries at “first point of contact”, which was met this quarter at 75%.

With repairs, most people don’t realise that you can send an email directly to our repairs team, repairs@derwentliving.com or log via our website. You can also use the mobile app which can be downloaded at the Apple Store or Google Play. There are many services which are now automated in some way, giving you the option of avoiding call waiting times – because nobody likes hold music, right?

An example of this is making a payment, which can be done in several ways and without talking to our customer services staff.

For instance you can use your debit card to make a secure payment via our payment page on this website.

Leaseholder duties

Another topic of discussion was the concern of many home owners regarding the lack of information given to potential buyers about lease obligations.

One size doesn’t fit all when it comes to leases - each scheme will have a slightly different lease, meaning that your responsibilities will vary depending on where you live.

When you buy a home your solicitor should go through the lease or transfer that is attached to the property and highlight these responsibilities.

Unfortunately, this does not always happen.

At the home owners forum we discussed how we could make people more aware of the contents of their lease. It was agreed with customers that the best option would be to highlight that there is a lease or transfer attached to the property in any information packs or welcome letters that we send out.

This would apply to potential new buyers or those who have recently purchased a home, and we would highlight the importance of making sure that they go through the lease obligations with their solicitor.

Contact us

The home ownership forum is open to Derwent Living customers who own all or part of their home. To find out more or to book your place email info@derwentliving.com.