Join the Home Ownership Communication Review

We are inviting home ownership customers to take part in a Scrutiny Panel review focused on improving communication and to help improve our service.

Each year, home ownership customers receive a letter confirming whether their account has a surplus or a deficit. Feedback suggests that:

• Customers are sometimes unclear about what the outcome means for them
• Letters can feel complex or difficult to follow
• Customers may not be sure what action (if any) they need to take

This can lead to confusion and a high volume of enquiries.

The Scrutiny Panel are completing a review of these letters. This review is not about the charges, it is about:

• How clearly we explain what a surplus or deficit means
• The wording and layout of letters and statements
• How and when we communicate with customers
• How easy it is to get answers to questions
• How we manage high volumes of enquiries

As part of this review, we will be holding an online meeting for up to 90 minutes. If you are interested and able to take part, please complete the form below and we will be in touch with more information and a link to join the meeting as appropriate. Please note spaces are limited.

The online meeting will be held using Microsoft Teams. You do not need an account or need to download any software to join this meeting. To take part you will need an internet capable device with a camera and microphone, access to the internet, and an email address.

All customers taking part in the online meeting will receive a £10.00 reward shopping voucher. We will send these out to you in October 2026.

We are looking forward to working with you