For over 40 years our service guarantee has been to provide well managed properties and grounds that enable our residents to get the most out of retirement.

We want to be the leading provider of housing and related services for older people. We think we can achieve this by providing the services you want, in the way that you want them. We know about property, but we think that our residents know best about where they live.

Local Agreements

We have developed local agreements on all of our estates. These are written agreements between Hanover and the residents of each particular estate which determine the services provided by Hanover on that estate. Residents are fully engaged in the process of drawing up the agreement to ensure they can influence the services that are provided, decide what the remits of those services are and also what their longer term aspirations for services might be.

The dedicated Estate Manager service

Most Hanover estates have a dedicated estate manager. They are responsible for the running of the development which involves:

• making sure that the repairs which we are responsible for are carried out quickly, effectively and provide value for money;
• asking residents which local contractors we should use;
• making certain that areas such as corridors and guest rooms are welcoming and cared for; 
• ensuring that gardens are maintained to a standard which the residents choose. Residents are welcome to become actively involved in gardening if you enjoy it;
• welcoming new residents and making sure they understand how all the services operate. They might also promote the development to others who may be interested in living at the estate in future;
• advising you on service charge and rent payments. They will advise if they can about claims for payments to which you might be entitled;
• advising about how to obtain property adaptations which you might need; for example, a handrail by the front door or a shower rather than a bath;
• explaining how you can become involved in Hanover’s decision making, if you want to be;
• making sure that the annual budget for the service charge is up to date and being monitored. The standards will be discussed at least once a year with all residents.

24 hours a day, 365 days a year

Most Hanover properties are fitted with an alarm system linked to an out of hours monitoring service, so if your estate manager is off duty or on holiday, you can be reassured that help is at hand if you need it. Our monitoring service, Hanover on Call,  is available 24 hours a day, 7 days a week.

Your leisure and social time

Along with their friends and neighbours, many residents organise activities at their estate. Our estate managers can also help to arrange leisure, healthy ageing and social activities either at a meeting place on the estate such as a lounge or somewhere local to the estate.

For more information about how we manage our properties, please contact us.