2.2  This policy is designed to:

2.2.1    Ensure compliance with lease obligations, statutory duties and regulatory requirements.

2.2.2    Provide a consistent approach to the management of all Home Ownership tenures and put the residents at the centre of how we deliver home ownership services.

2.2.3    Deliver a high-quality resident experience for homeowners.

2.2.4    Promote transparency in service charge management and lease administration.

2.2.5    Support residents experiencing financial difficulties.

2.2.6    Improve accessibility, communication and digital service provision.

2.2.7    Deliver value for money and sustainable service outcomes.

2.3 Desired Outcomes

2.3.1    Residents clearly understand their rights, responsibilities and the services provided by SettleParadigm.

2.3.2    Home Ownership services are delivered to a consistently high standard across all home ownership tenures.

2.3.3    Communication is clear, accessible, and accurate.

2.3.4    Use resident insight and feedback to continuously improve services.

2.3.5    Resident enquiries are responded to promptly inline with our Home Ownership Service Standards, and residents feel supported.

2.3.6    Resident feedback directly influences and shapes how service are delivered, resulting in service improvements and increased resident satisfaction.

2.3.7    Service charges are handled fairly, transparently and efficiently.