Existing owners

Introduction

Welcome to the section of myftbihome for existing FTBI homeowners.

Here you will find all the information you need about your FTBI home and details of the services we offer.

Services

We deal with all activities associated with properties bought under the FTBI scheme. Our role covers:

  • collecting fees;
  • collecting repayments; 
  • staircasing; 
  • general administration (remortgages, transfers of name and so on).

You can get detailed information on our role by following the links provided. This will allow you to see detailed information explaining what is covered in each section and, how it relates to you. It also gives you clear signposting and contact details if you want to use any of these services.

These sections cover what fees you pay for your FTBI home, what to do if you want to sell or increase your entitlement to a share of the total sale proceeds when the property is sold in the future.

Contact us

If you need any extra information or need help with a question and you’re unable to find the information please visit the ‘Contact us’ section and we will respond to your enquiry within 4 days.

Service Promise

Housing Options plus will aim to deliver the highest standard of service for all FTBI home owners. We will manage and deliver these services with reference to English Partnerships service standards and within the framework of our customer service approach – the Service Promise.

We will monitor our service standards by:

  • asking customers what they think;
  • analysing complaints;
  • reviewing our staff’s performance
  • reviewing our policies and procedures.

We want our service standards to be led by our customers.

Dealing with complaints

We promise to:

  • encourage you to let us know if you are not happy with us;
  • provide access to our formal complaints procedure if you are not satisfied with our first response;
  • send a written reply to any complaint you make within seven working days; 
  • have a senior manager review all complaints;
  • Publish our formal complaints policy.

We ask you to:

  • tell us about anything you are not happy with; and
  • tell us what action you would like us to take to solve your complaint.

Providing a fair service

We promise to:

  • make sure that the services we provide are fair and do not discriminate against anyone;
  • provide a translation and interpretation service to give everyone equal access to our services;
  • make sure that all residents can access our offices; and
  • only share your personal information with care and only when it is appropriate.

We ask you to:

  • contact us if you need help to understand the information we send you; and
  • tell us about any special help you need.

Enquiry Handling

We promise to:

  • have a telephone enquiry service available Mon-Fri 9.00 – 5.30
  • answer 95 % of calls within 1 minute;
  • respond to voicemail messages within one working day;
  • reply to 95% of e-mails and letters within five working days;
  • maintain a web-based enquiry service 7 days a week with replies delivered Mon-Fri 9.00 -5.30;
  • operate a postal enquiry service Mon-Fri 9.00-5.30.

Fee Collection

We promise to:

  • prepare your annual fee statement correctly
  • mail your fee statements to your home no more than 30 days after the 12 month anniversary of first purchase
  • give you at least one month’s notice of your new yearly fee payment;
  • get direct debit transactions right  and correct it if we collect the wrong amount or make any mistakes;
  • tell you about any payments you have missed within 10 working days of the date they were due; and
  • make sure you have access to expert advice if you get into financial difficulties.

We ask you to:

  • pay your fee on time by direct debit; and
  • get in touch with our financial services team if you have difficulty paying.

Repayment Collection

Buying more shares in your home (staircasing):

We promise to:

  • send you instruction leaflets within five working days of receiving your request;
  • within five working days of receiving your valuation we will issue instructions to your solicitors;
  • within five working days of receiving the information required form your solicitor, we will issue approval to proceed;
  • ensure that your fee and second charge information is updated within five working days of the staircasing.

Redeeming your loan (repayment)

  • send you instruction leaflets within five working days of receiving your request
  • within five working days of receiving the required documents from your solicitor we will confirm we either approve or refuse the transaction
  • ensure that your fee and second charge information is updated within five working days of the staircasing

We ask you to:

  • provide the information we request promptly
  • complete your transaction within 3 months of initial application