Shared Ownership Sales policy review

This policy review is now closed.

Thank you to everyone who shared their views. We’re now reviewing the feedback and will share an update once the policy has been finalised.

In July 2026 some of our shared owners took part in the review of Lifestone’s (formerly SettleParadigm) Shared Ownership Sales Policy. We received a significant amount of feedback and we have used this feedback to make improvements to the policy.

Thank you to everyone who shared their views. Your feedback helped us identify where changes were needed and make improvements to the policy. If you would like to participate and share your feedback on various topics please visit Have Your Say to find out how.

You can explore the impact that resident voice has made on the Shared ownership sales policy below.

Supporting home ownership

    • You said: The objectives focused too much on compliance and not enough on the Shared Owner experience.
    • We did: The objectives now focus more on sustainable home ownership, clear information, informed decisions and a consistent, supportive customer experience.
    • You said: Customers needed clearer information about affordability, costs and future financial commitments before buying.
    • We did: The policy now sets out what affordability checks consider and commits to clear information about costs, commitments, rights and responsibilities before purchase.
    • You said: Affordability checks should take account of individual circumstances, future pressures and additional income.
    • We did: Assessments can now consider evidenced income, future changes and housing costs. Customers can correct information or provide evidence before a final decision.
    • You said: Applicants with adverse credit should be considered individually rather than automatically excluded.
    • We did:Decisions will consider the type, severity and age of the credit issue, the applicant’s circumstances and evidence of financial recovery. Senior approval is also required.

Buying a Shared Ownership home

    • You said: The 14-day cooling-off period needed to be clearer.
    • We did: The policy now confirms this is 14 calendar days and that the reservation fee will be refunded if the customer cancels during this period.
    • You said: The first come, first served process needed to explain when priority is secured and how viewings and delays are treated.
    • We did: Priority is now based on the later of the completed affordability assessment or application. Viewing does not affect priority, and delays outside the applicant’s control will be considered.
    • You said: The circumstances in which cash purchases may be accepted needed to be clearer.
    • We did:The policy now explains when cash purchases may be accepted, including for certain religious, age, disability and caring circumstances. Cash buyers must still meet affordability and identity checks.

Staircasing

    • You said: Staircasing should be clearer, including valuations, costs, restrictions and its effect on rent.
    • We did:The policy now explains staircasing in plain language, including how customers can increase their share, valuation requirements, possible restrictions, fees and how rent reduces as their share increases.

Selling a Shared Ownership home

    • You said: The resale process was too legalistic and needed clearer information about nominations, estate agents, valuations and costs.
    • We did: The policy now explains the resale process more clearly, including nomination periods, estate agents, valuations, costs and when open-market sales or simultaneous staircasing may be possible.
    • You said: Sellers wanted the process to avoid unnecessary delays.
    • We did:We have committed to working with sellers, buyers and third parties to minimise avoidable delays.


In July 2026 some of our shared owners took part in the review of Lifestone’s (formerly SettleParadigm) Shared Ownership Sales Policy. We received a significant amount of feedback and we have used this feedback to make improvements to the policy.

Thank you to everyone who shared their views. Your feedback helped us identify where changes were needed and make improvements to the policy. If you would like to participate and share your feedback on various topics please visit Have Your Say to find out how.

You can explore the impact that resident voice has made on the Shared ownership sales policy below.

Supporting home ownership

    • You said: The objectives focused too much on compliance and not enough on the Shared Owner experience.
    • We did: The objectives now focus more on sustainable home ownership, clear information, informed decisions and a consistent, supportive customer experience.
    • You said: Customers needed clearer information about affordability, costs and future financial commitments before buying.
    • We did: The policy now sets out what affordability checks consider and commits to clear information about costs, commitments, rights and responsibilities before purchase.
    • You said: Affordability checks should take account of individual circumstances, future pressures and additional income.
    • We did: Assessments can now consider evidenced income, future changes and housing costs. Customers can correct information or provide evidence before a final decision.
    • You said: Applicants with adverse credit should be considered individually rather than automatically excluded.
    • We did:Decisions will consider the type, severity and age of the credit issue, the applicant’s circumstances and evidence of financial recovery. Senior approval is also required.

Buying a Shared Ownership home

    • You said: The 14-day cooling-off period needed to be clearer.
    • We did: The policy now confirms this is 14 calendar days and that the reservation fee will be refunded if the customer cancels during this period.
    • You said: The first come, first served process needed to explain when priority is secured and how viewings and delays are treated.
    • We did: Priority is now based on the later of the completed affordability assessment or application. Viewing does not affect priority, and delays outside the applicant’s control will be considered.
    • You said: The circumstances in which cash purchases may be accepted needed to be clearer.
    • We did:The policy now explains when cash purchases may be accepted, including for certain religious, age, disability and caring circumstances. Cash buyers must still meet affordability and identity checks.

Staircasing

    • You said: Staircasing should be clearer, including valuations, costs, restrictions and its effect on rent.
    • We did:The policy now explains staircasing in plain language, including how customers can increase their share, valuation requirements, possible restrictions, fees and how rent reduces as their share increases.

Selling a Shared Ownership home

    • You said: The resale process was too legalistic and needed clearer information about nominations, estate agents, valuations and costs.
    • We did: The policy now explains the resale process more clearly, including nomination periods, estate agents, valuations, costs and when open-market sales or simultaneous staircasing may be possible.
    • You said: Sellers wanted the process to avoid unnecessary delays.
    • We did:We have committed to working with sellers, buyers and third parties to minimise avoidable delays.