Leaseholder - Hounslow Homes

The LocalLeaseholderYour latest home ownership newsSpring 2013Getting to grips witheverything!The story continues...In our August issue of Local Leaseholder, we told you about the launch of our radical‘systems thinking’ review of leaseholder services, through which we intend to transformefficiency and satisfaction levels.A dedicated team had set towork with listening to what itis leaseholders are asking usfor and analysing the valueand failure elements of servicerequests. Representatives of theteam attended the LeaseholdForum in December to reporton progress and invite questionsand debate. A real life casestudy of service failure wasalso discussed in detail, to testhow far our ‘system thinking’approach to services has helpedaddress typical problems in theservice.Sue Miller from the SystemsThinking team explained, “Thewww.hounslowhomes.org.uk

team have now mapped infine detail how a number ofkey processes work at present,including the major worksprocess. We then movedon to redesign how we doSection 20 requests using somecontracts for forthcoming majorworks projects. We have nowsimplified our Consultationletter and produced additionalexplanatory notes forleaseholders. We also workedclosely with colleagues inProperty Services to improveinformation flow within projectsto reduce unnecessary delay orduplication of effort.Sue explains, “We havemoved on to review our incomerecovery process, looking atall aspects of the productionof arrears letters and paymentoptions.“Encouraged by the progressand the evidence that changeis on the wind, the Forum wenton to talk about the problemsfor leaseholders in managingtheir personal budgets inthe face of large bills formajor works. The possibilityof establishing a “ReserveFund” was explored, whichwould give five year’s notice ofplanned major works, and giveleaseholders a rolling five yearsto save up-front with regularmonthly payments into thefund, administered on behalfof groups of leaseholders byHounslow Homes. The fundshave to be kept in a specialinterest-bearing account andare used to pay off the billwhen works are completed.The Forum felt this idea hada lot going for it and it wasagreed to consult leaseholderson the idea. So tell us whatyou think by using one of themethods at the bottom of thepage.The members of the Forumwere invited to attend theSystems Thinking office to seehow the project is progressing.Reserve Funds – what do you think?The Leasehold Forum is considering makinga recommendation to Hounslow Homes tointroduce a system of Reserve Funds to managethe cost of major works projects. They want toknow your views first.Here is how it would work: if HounslowHomes has identified major works needed inthe next 5 years, that affect your home and youare liable for paying a share of the costs, youwill be notified of the nature of the works andthe estimated cost of the contract. A ReserveFund would then be set up, and all affectedleaseholders would start to pay their total shareof the cost, in monthly instalments for the periodup until works are completed.Our statutory consultation following Section20 would be undertaken as normal and yourcomments would be taken into account, beforeany contract is agreed.The fund will be held in trust for theleaseholders and interest would be paid to theaccount; when the relevant contract worksare completed, any adjustments are made tothe final invoice and the invoice is settled bytransferring the savings from the Reserve Fund,once the leaseholders have agreed to release thefunds. Your rights to contest an invoice or haveyour concerns about the quality of work are notaffected by this arrangement.Have your sayTo give your views on the Reserve Fund Proposal, tell us if you support/do not support the proposal,and together with any other comments, your name, address and phone number send to us:• By post – to Roz Spencer, Hounslow Homes, St. Catherine’s House, 2 Hanworth Road, FelthamTW14 5AB.• By e-mail – You can e-mail the details to: home.ownership@hounslowhomes.org.uk• Online – you also can give us your views online by visiting:www.hounslowhomes.org.uk/index/home_ownership/reserve_fundand completing the online form.All feedback must be received by 30/04/2013.

Your ManagementAdmin Fee –what do you get for it?Your lease says you are liable topay for services that we provide,as the freeholder. In additionto charging you for directservices you receive (for examplecommunal repairs and groundsmaintenance), we are also entitledto recover a proportion of the‘on costs’ of administering thoseservices including:• contract management,• accountancy and billing• income recovery work• assignments• consent for physicalalterations and subletting• a fair share of generalestate management, offices,receptions, phones, etc.Costs include wages and alsoprofessional advisers where theircosts are not rechargeable toindividual leaseholders for specificservices. We also include a flat ratecharge for our NeighbourhoodWardens who patrol all ourneighbourhoods, nipping anyneighbourhood problems in thebud, responding to reports ofanti-social behaviour and workingclosely with the police.As freeholder, it is ourresponsibility to determine themethod of apportioning our‘on costs’ of managing andadministering services, providedwe act ‘reasonably’ – you, theleaseholders – have a legal rightto challenge us if you thinkour method or our costs arenot reasonable. The LeaseholdValuation Tribunal hearschallenges from leaseholderson the billing by freeholdersand though their decision is notlegally binding, we have alwaysfollowed the LVT’s directions.London Borough of Hounslowset its service charge billingpolicy more than 10 years ago.At that time, a time and motionstudy was undertaken and theactual cost of administeringservices was calculated, andapportioned to reflect the timethe organisation as a wholeactually spent on:• General administration• Right to Buy• Major Works, cyclicalmaintenance andredecoration• District Heating• InsuranceThe council decided that themanagement and administration‘on costs’ should be dividedbetween all leaseholders equally.(The cost of managing the otherspecific activities are dividedbetween all leaseholders whobenefit from those activities.)Your management andadministration charges haverisen as our costs have risen withinflation. We are aware that thiselement of our fee is unpopularbecause in many cases it isnot proportionate to the costof direct services and becauseleaseholders are not easily ableto control them. We thereforevaried the policy to introduce alower rate for these leaseholders.As part of designing anew Leaseholders Charter inHounslow, we are proposing toundertake a root and branchreview of the service chargepolicy, starting with a study ofcharging policies across theleasehold management sector.The CapitalInvestment andCyclical PlannedMaintenanceProgramme2013/2014The Capital Investment andCyclical Planned MaintenanceProgrammeThe Capital Investment andCyclical Planned MaintenanceProgrammeThe Capital Investment andCyclical Planned MaintenanceProgrammeWe are currentlyin the processof deliveringa three-yearCapitalProgrammeon behalfof theCouncil. 2013/2014 isYear Two of that programmeand information on theaddresses that are includedhas been sent out to allresidents. Works to leaseholderproperties in 2013/2014 willlargely be restricted to CyclicalMaintenance (ie external andcommunal decorations andassociated repairs). In additionto that we expect to deliver a liftrefurbishment project at Hunterand Belvedere Houses. Details ofthe programme can be found onHounslow Homes website.Leaseholders who are affectedby the programme will find anestimate for the cost of worksincluded in the annual servicecharge estimates in March 2013.Where Section 20 consultation isrequired, this will take place afterthe estimates have been issued,but before works commence.Work to develop the five-yearprogramme, which forms partof the Council’s 30-year BusinessPlan, is well underway. Addressdetails are being prepared forissue to leaseholders once theBusiness Plan and programmehas been set by the Council (inMarch).The Capital Investment andCyclical Planned MaintenanceProgramme2013/20142013/20142013/20142013/2014

New Leadership for services toleaseholdersIn the Summer 2012 edition and again elsewhere in this newsletter, we bring you news ofour radical review of services to leaseholders, based on ‘systems-thinking’ principles. Thisis still work in progress. However it became clear at an early stage that the review hadimplications for the staffing structure.We have therefore takenthe bold step of movingaway from having a separateunit overseeing services toleaseholders, in favour ofplacing the responsibilitydirectly with the operationalteams. This means in future,your cyclical decorations andmajor works will be delivereddirectly by a dedicated teamof Leasehold Project Managersin our Property Services Team.Everything to do with billingand managing your accountswill be led within the Financeteam by a dedicated team ofLeasehold Income Managers.Everything else related tomanaging your lease and yourneighbourhood, togetherwith responsibility for theRight to Buy will be under theleadership of the LeaseholdServices Manager.We are delighted toannounce that at the timeof going to press, two ofthe three new service leadofficers, who take up their newresponsibilities in April 2013,have been appointed:Ian McQuoid Madeline Hankins Ron PettiforWe are recruiting externally to the role of Senior Leasehold Project Manager and expect to have thepost filled in time for the launch of the new service in April. For the meantime this responsibility isbeing held by Ron Pettifor.The three new leaders will be getting to work with clarity that in relation to their particularresponsibility, the buck stops with them – no if’s, no but’s!Get a Grip of your Gripeby Jenny Samuel, Leasehold Forum memberHello my name is Jenny Samuel and I havebeen a Hounslow Homes leaseholder sinceFebruary 2006. When I received my first lotof documentation for service charges I wassomewhat puzzled and confused by theterminology used, the colours of the paperworkand most difficult to understand was the endof year billing which showed what I owed.Could I work out how the final figure wasarrived at? No. What was meant by ‘actuals’?No explanation. How did they work out my nextyear’s monthly payment figure? After severalcalculations I still could not agree with thefigures. I like to know what I have been charged

for and what I am paying for. My opportunitycame when a leaseholder’s open meeting was tobe held at the Treaty Centre. I duly went alongand asked a question about ‘actuals’, this led meto yet another mystery, a ‘block repair summary’.After 3 years of attending more openmeetings and still being unable to understandservice charge billing charges (despite failedcommunication with the Call Centre and thelack of response from the Accounts departmentat Hounslow Homes Ownership Unit) and manyunanswered communications other tactics wererequired. I summoned up courage and putmyself forward to join the Leaseholders Forum.These meetings were a revelation. TheHounslow Homes officer members of LeaseholdForum were very approachable, accommodatingand often unaware of the issues leaseholderswere raising. Now 6 years on and moreleaseholders on the Forum I feel that our voicesare finally being heard. To back up my thoughtson service charges (and other leasehold forummembers) I conducted a mini questionnaire ofleaseholders where I live. The findings were asfollows:• 27 Questionnaires given out 11 returned =41%• 81% disagreed that service charge billingwas easy to understand• 63% did not understand the term ‘actuals’• 72% did not know what they were beingcharged for• 36% were not aware of the term ‘BlockRepair Summary’• 63% were unhappy with the exterior paintwork done Feb‘11• 63% did not know that this paintwork hada 5 year guaranteeI took these findings to the Forum. Theywere not pleased or happy with the results ofthe questionnaire. Diana, a leaseholder Boardmember, and I were asked if we would like towork with HOU to see what could be done.After having phone calls and 2 face to facediscussions with Roz Spencer of HOU andsubsequently many e-mail interchanges I cannow say that some changes to the service chargebilling are afoot.It has been a long hard slog getting satisfactionfrom Hounslow Homes, but all I would say isthat if you want Hounslow Homes to get a GRIPof your GRIPE, don’t give up, be determined anddon’t accept ‘No’ as an answer.Jenny Samuel 29 January 2013WE’RE MAKING IT SIMPLERThe ChallengeYou criticised us for not explaining your servicecharges clearly. We have taken this message onboard and are making changes which we hopewill simplify the process, not only to make it easierto understand but also save on time, paper andpostage. This article explains the legal servicecharge billing process requirements and how thenew, simpler process will work. But because sadly,the law just isn’t “simples”, we have standardisedthe terms we use as far as possible and usedfootnotes to provide a list of key definitionsas a companion to this and other articles anddocuments on service charges, at the end.

Complying with the law – your LeaseWe must ensure any newarrangements for servicecharge billing are in accordancewith your lease. Your leaserequires that every year, wemust send you an estimate ofthe cost of all services beforethe beginning of the financialyear* and you must pay theestimated costs, monthly inadvance (in equal instalments).In the past we have sentyou annual service chargeinformation in the twice a yearmailing plus separate, one-offbills for major works and forBuilding insurance. Legally wehave to send you a separateinvoice for annual GroundRent. However, for all othercosts, including estimated costsof major works, we proposeto incorporate these in asingle schedule of 12 monthlypayments spread through theyear. This would make iteasier for leaseholders on lowor fixed incomes to budget forthe major works. Please notethis doesn’t affect yourSection 20** rights to beconsulted about major works.If as a result of consultationworks do not go ahead or arereduced, your account wouldbe adjusted at the year endand any overpayment credited.What are ‘actuals’Within 6 months after thefinancial year-end we mustsend you Year End Accounts ina certificate of the actual costof the services***.If you had overpaid us, wecarried forward the credit onyour account to the followingyear. If for any reason youhave underpaid (e.g. if weunderestimated costs, or youunderpaid your instalments) weask you to pay any outstandingamount. However we do havea range of payment optionsif you are not able to settleit immediately, dependingon your circumstances. Asa guide, for bills for majorworks costing more than£1,500 we are willing to agreea payment plan to spreadthe costs. If we decide tooffer you deferred paymentterms, this would normallybe over a period of one to3 years, depending on thesize of the bill. Arrangementsfor deferred payment areconditional on you agreeingto the arrangement in writingand on your keeping to theagreement. Contact yourLeasehold Income Officer orvisit www.hounslowhomes.org.uk for full information onpayment options.*Our Financial year runs from 1 April to 31 March the following year**Section 20 of the Landlord and Tenant Act 1987 sets out our responsibility for consulting you and taking your viewsinto account, on any works that are likely to cost more than £250 per leaseholder or contracts for services for longerthan one year, which are likely to cost more than £250 per leaseholder per year***Certificate of actual cost of services is the official bill showing the breakdown of actual cost of the services you havereceived, that you paid us for ‘on account’ according to our estimates, in your monthly instalmentsWhen events become unavoidably complicated…4 possible scenarios!The law says we have to consult you (Section 20 consultation) on any major works likely to cost youmore than £250.There are four specific scenarios where service charge billing becomes unavoidably complicated:• When works are planned after the annual service charges are estimated• When our plans are amended, usually in response to consultation• When there are delays to the works• When the need for major works arises which we could not have predicatedSee our website http://www.hounslowhomes.org.uk/index/home_ownership/leaseholders.htmfor details of how these four scenarios are dealt with in our billing arrangements.

2012 – Small stepsYou may remember last year (October 2012), westreamlined service charge paperwork.As usual you received:• your certificate of actual annual servicecharges• your statement (showing starting balance,adjustment figure for the differencebetween estimated costs and the actualcosts shown in the certificate(s) of servicecosts and total payments by you)and for the first time, we also included:• any major works* bills that wereoutstanding at the financial year end.• covering letter with “at-a-glance” summary of your accountsfor Service Charges**, Major Works,Ground Rent and Building Insurance,a single balance showing how much youhave underpaid (i.e. a debit) or overpaid(a credit) on your combined accountsa detailed comparison, calculating thedifference between the estimated and theactual costs, showing the net differencebetween the two***.• calculation of the amount that you owedus, or we owed you, as at the end ofSeptember*****Major works in the context of leasehold management are either planned or unplanned works including cyclicalrepairs and redecoration, which cost an individual leaseholder more than £250**Service charges are the bills for services as defined by the Landlord and Tenant Act 1987***That amount is shown as an adjustment to your statement of account at the year end and can either be a debit or acredit.****The statement includes charges and instalment payments for the previous year and the first half of the current year,to 30 SeptemberNext steps – 2013Although the process of simplifying the billing system described above involves major changes to thecomputer system that mean we cannot complete this until next year, we are able to bring in the firstthree elements towards simplification. From this year, we will:1. Include an estimate of any planned major works costs, and start collecting all these costsmonthly in advance.2. Reduce the number of separate headings in the breakdown of charges3. To simplify your pink statement, we plan to do away with the calculation comparing yourestimate to your certificate of actual costs because:• the key figure is the outstanding balance of your combined accounts• the calculation creates potential confusion in an already complex set of figures• you will have had all the information you need to make that calculation, should you want to (sokeep hold of your March estimate of charges)Planning for 2014In 2014, we will combine yourthree accounts – for Buildinginsurance and ground rent andthe annual service charge intoone single account. This willreduce our mailings to 2 per year- March for estimated costs andby September, the “actuals”.We are improving the way werecord communal repair work,included as a total figure in yourannual service charge estimateand certificate. Repair costs arethe most difficult to predict,as they are mostly repairs notplanned works. (We estimateyour costs on the basis of theaverage of the last 3 years ofactual costs). We want to beable to publish a breakdown ofthese costs, known as the ‘BlockRepairs Summary’ as part ofthe annual certificate of actualservice costs. We will keep youall informed of progress on thistargeted improvement.We also want to know whatyou think about introducingReserve Funds, to enable allleaseholders to plan theirpayments for major works ineasier instalments. See ourseparate article on page 3.

If If you you need this this newsletter in in another language or or format please call call our our Customer ServicesCentre on on 080085 085 6575, via via email at at customerservicescentre@hounslowhomes.org.uk, or or on onour our Minicom number 0800389 389 9821AlbanianTranslationsNëse keni nevojë për për këtë buletin lajmesh në në një një gjuhë apo apo format tjetër ju ju lutemi telefononiQendrën e e Shërbimeve të të Konsumatorit në në numrin 0800085 085 6575, nëpërmjet postësEnglish If elektronike you need në në adresën this customerservicescentre@hounslowhomes.org.uk, newsletter in another language ose or ose në format në numrin tonëMinicom English0800389 389 9821.please call our Customer Services Centre on 0800 085 6575,If you need this newsletter in another language or format please call our Customer ServicesCentre ArabicviaIf youemailneed on 0800 thisat 085 newslettercustomerservicescentre@hounslowhomes.org.uk,6575, via in another email at language or format please call our Customer Services or onour Centre Minicom on 0800 number 085 0800 6575, 389 via email 9821 at customerservicescentre@hounslowhomes.org.uk, or onor our on Minicom our number Minicom 0800 389 number 9821 0800 389 9821085 Albanian 0856575Albanian0080Nëse Albanian0080389389 keni 9821 nevojë për këtë buletin lajmesh në një gjuhë apo format tjetër ju lutemi telefononiQendrën Nëse keni e nevojë Shërbimeve për këtë të buletin Konsumatorit lajmesh në në një numrin gjuhë 0800 apo format 085 6575, tjetër ju nëpërmjet lutemi telefononi postëselektronike Qendrën e në Shërbimeve adresën customerservicescentre@hounslowhomes.org.uk, të Konsumatorit në numrin 0800 085 6575, ose nëpërmjet numrin postës tonëMinicom elektronike 0800 në 389 adresën 9821. customerservicescentre@hounslowhomes.org.uk, ose në numrin tonëSomaliMinicom 0800 389 9821.Arabic Haddii aad aad ugu ugu baahato warsidahaan luqad kale kale ama qaab ka ka duwan fadlan soo soo wac wac XaruntaArabicAdeegyada Macaamiisha ee ee nambarkeedu 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રCustomer0800Hindiअगरcustomerservicescentre@hounslowhomes.org.uk 389 आपको 389 9821 इसપર सूचनापत પર ફો ફો ન ન કરો કરો क ज़ररर कसी अन् भाषा،0800्ा फ़ॉमट085(पारप)تلفن‎6575‎मشمارهहै रो(Services Centre از طريقشماره تلفن‎6575‎ ،0800 085 customerservicescentre@hounslowhomes.org.ukकृ प्ा हमारे गाहक सेवा(Services Centre از طريق0800 389 9821 تماس بگيريدHindi क अगर द (Customer आपको इसServices सूचनापत Centre) क ज़रररको कसी 0800 अन् 085 भाषा 6575 ्ा परफ़ॉमट कॉल بگيريدकर, (पारप) تماس0800 389 म है9821रो कृ प्ा हमारे गाहक सेवाHindicustomerservicescentre@hounslowhomes.org.ukGujarati English क द (Customer Services Centre) को 0800 085 6575 पर पर ईमेल कॉलकर, कर, ्ा हमारे मनकॉम नंबर 0800 389अगरGujaratiआपको इस सूचनापत क ज़ररर कसी अन् भाषा ्ा फ़ॉमट (पारप) म है रो कृ प्ा हमारे गाहक सेवा9821 customerservicescentre@hounslowhomes.org.uk पर कॉल करपर ईमेल कर, ्ा हमारे मनकॉम नंबर 0800 389જોIf क you दતમને(Customer needઆ ન્thisયૂServices newsletterઝ લે અ ન્ ટCentre)ર યભાinષાanotherકેફकोો0800ર્languageમે જો085ઈતો ટ મા6575ંorહોયformat परતોकॉलૃપાplease कर,કરનેcallઅમાourરા કસ્Customerટમર સિવસીઝServicesસે ન્ ટરCentre 9821 परcustomerservicescentre@hounslowhomes.org.uk જો તમને on कॉलઆ 0800 करન્ યૂ 085 ઝ 6575, લે અ ન્ ટ ર via યભા ષા email કેફ ો at ર્ customerservicescentre@hounslowhomes.org.uk, મે જો ઈતો ટ મા ં હોય परતો ईमेल ૃપા कर, કરને ्ा हमारे અમા રા मनकॉम કસ્ ટમર नंबर સિવસીઝ 0800 સે or389 ન્ on ટરour (Customer MinicomServices number Centre)ને 0800 3890800 9821085 6575 પર ફો ન કરો ,9821 Punjabi (Customer पर कॉलServices कर Centre)ને 0800 085 6575 પર ફો ન કરો ,Albaniancustomerservicescentre@hounslowhomes.org.uk પર ઇમે ઇલ કરો , અથવા અમા રા મિ નિ કો મનં બ રcustomerservicescentre@hounslowhomes.org.uk પર ઇમે ઇલ કરો , અથવા અમા રા મિ નિ કો મનં બ ર0800 PanjabiਜੇਕਰPunjabiਤੁਹਾਨੂ 389 ੰ 9821 ਇਸ ਿਨਊਜ਼ਲੈਟਰ પર ફો ન કરોਦੀ ਜ਼ਰੂਰਤ ਿਕਸੇ ਹੋਰ ਭਾਸ਼ਾ ਜ ਫਾਰਮੈਟ ਿਵਚ ਹੈ ਤ ਿਕਰਪਾ ਕਰਕੇ ਸਾਡੇ ਗਾਹਕ ਸੇਵਾNëse 0800 keni 389 9821 nevojë પર për ફો ન këtë કરો buletin lajmesh në një gjuhë apo format tjetër ju lutemi telefononiQendrën Punjabi ਕਦਰ ਜੇਕਰ (Customer ਤੁਹਾਨੂ ੰ e ਇਸ Shërbimeve ਿਨਊਜ਼ਲੈਟਰ Services ਦੀ Centre)të ਜ਼ਰੂਰਤ ਨKonsumatorit ਿਕਸੇ ੂੰ0800 ਹੋਰ 085 ਭਾਸ਼ਾ 6575në ਜ numrin ਫਾਰਮੈਟ ਤੇ ਸੰ ਪਰਕ ਿਵਚ ਕਰੋ,0800 ਹੈ ਤ 085 ਿਕਰਪਾ 6575, ਕਰਕੇ nëpërmjet ਸਾਡੇ ਗਾਹਕ ਸੇਵਾ postëselektronike customerservicescentre@hounslowhomes.org.uk ਕਦਰ (Customer në adresën Services customerservicescentre@hounslowhomes.org.uk, Centre) ਨ ੂੰ0800 085 6575 ਤੇ ਤੇ ਈ-ਮੇਲ ਸੰ ਪਰਕ ਰਾਹ, ਕਰੋ, ਜ ਸਾਡੇ ਿਮਨੀਕੌਮ ose ਨੰ në ਬਰ numrin 0800 389 tonëMinicomਜੇਕਰ ਤੁਹਾਨੂ0800ੰ ਇਸ389ਿਨਊਜ਼ਲੈਟਰ9821.ਦੀ ਜ਼ਰੂਰਤ ਿਕਸੇ ਹੋਰ ਭਾਸ਼ਾ ਜ ਫਾਰਮੈਟ ਿਵਚ ਹੈ ਤ ਿਕਰਪਾ ਕਰਕੇ ਸਾਡੇ ਗਾਹਕ ਸੇਵਾ9821 customerservicescentre@hounslowhomes.org.uk ਤੇ ਸੰ ਪਰਕ ਕਰੋ।ਤੇ ਈ-ਮੇਲ ਰਾਹ, ਜ ਸਾਡੇ ਿਮਨੀਕੌਮ ਨੰ ਬਰ 0800 389ਕਦਰ (Customer Services Centre) ਨ ੂੰ0800 085 6575 ਤੇ ਸੰ ਪਰਕ ਕਰੋ,Arabic 9821 ਤੇ ਸੰ ਪਰਕ ਕਰੋ।customerservicescentre@hounslowhomes.org.uk ਤੇ ਈ-ਮੇਲ ਰਾਹ, ਜ ਸਾਡੇ ਿਮਨੀਕੌਮ ਨੰ ਬਰ 0800 389Urdu9821 ਤੇ ਸੰ ਪਰਕ ਕਰੋ।085 6575Urdu00800080 customerservicescentre@hounslowhomes.org.uk389 9821Centre) Services كو 0800 085 6575Urducustomerservicescentre@hounslowhomes.org.ukCentre) Services كو 0800 085 6575Somaliتمايل تمايل داريد داريد اين اين خبرنامه را را به به زبان زبان ديگر ديگر يا يا فرمت دريافت کنيد،‏ کنيد،‏ لطفا با لطفا با مرکز مرکز خدمات مشتريان ما ) ما )اگر اگر درصورتيکهايميل ايميل کنيد کنيد يا يا مينيکام ما ما به به شماره اگر درصورتيکه تمايل داريد اين خبرنامه را به زبان ديگر يا فرمت دريافت کنيد،‏ لطفا با مرکز خدمات مشتريان ما )اگر درصورتيکه تمايل داريد اين خبرنامه را به زبان ديگر يا فرمت دريافت کنيد،‏ لطفا با مرکز خدمات مشتريان ما )ايميل کنيد يا مينيکام ما به شمارهايميل کنيد يا مينيکام ما به شمارهإذا كنت بحاجة إلى استلام هذه النشرة الإخبارية بلغة أخرى أو بصيغة مختلفة،‏ اتصل بمركز خدمة عملائناعلى هاتف رقماگر ( آپ كو هی ،Minicom أو خبرنامہ على رقم دوسری مينيكوم زبان ای شكل میں دركار ہو تو براه كرم ہمارے كسڻمر customerservicescentre@hounslowhomes.org.uk) سروسز سنڻر أو عبر البريد (Customer الإلكترونيپر كال كریں،‏اگر آپ كو هی خبرنامہ دوسری زبان ای شكل میں دركار ہو تو براه كرم ہمارے كسڻمر سروسز سنڻر (Customerپربذریعہ ای میل كریں ای ہمارے منی كام نمبر‎9821‎ 0800 389 پر رابطہ كریںپر كال كریں،‏اگر پربذری آپعہ كو ای هی میل خبرنامہ كریں ای دوسری ہمارے من زبانی ای كام شكل میں نمبر‎9821‎ دركار 389 ہو تو 0800 براه پر كرم رابطہ ہمارے كریں كسڻمر سروسز سنڻر (Customerپر كال كریں،‏پربذریعہ ای میل كریں ای ہمارے منی كام نمبر‎9821‎ 0800 389 پر رابطہ كریںcustomerservicescentre@hounslowhomes.org.ukCentre) Services كو 0800 085 6575Haddii aad ugu baahato warsidahaan luqad kale ama qaab ka duwan fadlan soo wac XaruntaAdeegyada Macaamiisha ee nambarkeedu yahay 0800 085 6575, ama e-mail ahaancustomerservicescentre@hounslowhomes.org.uk, ama lambarkeena Xiriirka ee gaaban oo ah 0800389 9821ContactsGeneral Hounslow Homesenquiries 0800 085 6575Website:www.hounslowhomes.org.ukSomething to share for The Local Leaseholder newsletter?If you have any stories or information you would like to shareCustomerin the next issue of The Local Leaseholder, the deadline for thenext edition is Friday 31 May 2013.0800 389 9821 تماس بگيريدcommunications.team@hounslowhomes.org.ukFarsiاگر درصورتيکه تمايل داريد اين خبرنامه را به زبان ديگر يا فرمت دريافت کنيد،‏ لطفا با مرکز خدمات مشتريان ما )customerservicescentre@hounslowhomes.org.uk از طريق شماره تلفن‎6575‎ ،0800 085 (Services CentreGujaratiايميل کنيد يا مينيکام ما به شمارهજો તમને આ ન્ યૂ ઝ લે અ ન્ ટ ર યભા ષા કેફ ો ર્ મે જો ઈતો ટ મા ં હોય તો ૃપા કરને અમા રા કસ્ ટમર સિવસીઝ સે ન્ ટર