What to expect when you move in
Now that the keys are yours, we will give you the space to settle in and enjoy your homeownership journey.
In your property is your Home User Guide has been created with input from residents. It brings together everything you need to know about running and maintaining your home. Inside, you will find helpful information on reporting issues, along with contact details for both everyday queries and emergency situations.
Your main guide for all things Shared Ownership
Our Responsibilities Guide, your go-to place for useful information for Shared Owners, Leaseholders and Freeholders. Here you'll find guidance on who is responsible for different aspects of your home, along with helpful resources and support to help you manage and maintain your property with confidence.
In your first year with Love Living Homes…
Hearing from us.
You will shortly hear from our team via email with information you need to set up your direct debit towards your service charges, your managing agent (if not LLH) and rent (if applicable).
End of Defects.
(Not applicable to resales)
Depending on your lease, when your defects period ends, our New Build Defect Team will reach out.
They will guide you through the next steps and let you know how to report any outstanding issues.
This is your opportunity to raise any defects you have noticed during your first year. We recommend taking some time to check your home and make a note of anything that may need attention.
Please be aware that not all issues are covered under the defects period. For example, general wear and tear or damage caused after moving in will not be included.
Your Home, Our Support
Once you are settled in, we are here if you need us.
Homeownership Team
The Homes Team is your first point of contact for lease enquiries and general homeownership questions. They provide support and guidance to help residents manage and enjoy their homes.
Sales services
The Sales Services Team supports homeowners with staircasing applications and resale enquiries, offering guidance throughout the process to help make transactions as smooth as possible.
Income Team
The Income Team oversees account-related enquiries relating to rent and service charges. (please note that the Homeownership Team handle enquiries about service charges – not the financial side).
New Build Defect Team
The New Build Defects Team provides aftercare support during the initial defect liability period of your new home and communal areas (typically the first 12–24 months). They coordinate and manage reported defects to ensure issues are resolved promptly.
TCH Repairs (Out of defects communal only)
If you have a communal repair when you are out of defects, you can contact our repairs team directly. This service cannot be used for your home specifically. As a homeowner you are responsible for the repairs in your home unless it is covered by a warranty.
What you can expect from us
As the shared owner, leaseholder, or freeholder, you are responsible for day-to-day living within your home. That said, we are always here to help if you have questions about your lease, your responsibilities, the managing agent (if it is not LLH) or anything else as you move forward.
We will take a step back, but our teams are always on hand to support you. You will occasionally here from us on topics such as:
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- LLH quarterly newsletter
- Resident engagement initiatives
- Service charge updates.
- Section 20 notices (if applicable) (See Section 20 for more information)
- Contract updates for our communal services.
Polite notice
Our teams and contractors are here to assist you. Abusive or aggressive behaviour is unacceptable. We have a zero-tolerance for abuse. Our team have the right to work in a safe, abuse-free environment.
Our Online Guides
We have made it easy for you to find the information you need and manage your home online. To ensure you get the most up to date information and access support quickly at your convenience, we have moved all our guides online where we can update them in real time. Whether you are looking for advice, reporting an issue, or making a request, you will find everything in one place.
We are committed to ensuring all our services, and information, are accessible to every resident. If you would like to receive a copy of the handbook in another format, such as large print, audio, Braille or another language, please contact us by calling 01892 501490 or via our website.
Your guide to Staircasing
Your guide to service charges
Rent Increase Guide
Buying a resale property - next steps
Staying connected
Settling In — and getting involved
As one of our new neighbours, we warmly invite you to become part of the Love Living Homes community. We encourage you to take part in feedback opportunities and help us continue our commitment to excellent resident service, supporting and developing vibrant communities, and tackling social exclusion.
Moving Forward Together – Let us know how to help you.
We are here to support your homeownership journey. Need printed documents? Large font type? Have mental, visual or hearing impairments? Change in circumstance or just need additional support?
If you would like to inform us, let us know of anything that helps us help you. We understand and can direct you to the right support as and if/when you need it.
Town & Country Housing
Love Living Homes is your main contact for everything shared ownership, but on occasion you might receive communications from Town & Country Housing (TCH), or hear the name referenced in our news. TCH is a Housing Association that provides more than 13,000 affordable homes in local authority areas across Kent, Surrey and Sussex.
Love Living Homes is the affordable housing arm and manages everything related to Shared Ownership, Flexi-buy, intermediate rent, leasehold and Freehold.
You can find out more on the TCH website.
Your feedback shapes our services
It has been our pleasure to help you on your home buying journey, and we hope that you feel you have had a great experience with us so far. Your feedback is incredibly important to us so that is why, over the next 13 months, you may receive contact from KWEST who act on behalf of Town and Country Housing & Love Living Homes, to complete our customer satisfaction survey. We would be grateful if you would share your thoughts and honest feedback when they contact you.
