As a shared owner, you will have a dedicated team within Flagship Homes to help with any queries you may have about your home or rent. If you can’t find what you’re looking for on this page, just get in touch with the team using the details below:

Pay your rent

Your rent helps us to continue to provide affordable homes in the East of England. It also allows to provide you with an outstanding customer service. There are a few ways you can pay your rent, but direct debit is the most convenient. 

You and your home

We want you to love your home as much as we do. The You and Your Home guide explains what you are responsible for as a homeowner and what we take responsibility for to help support you in your home. 

Your support service

We’ve partnered with ‘Life & Progress’ to offer you a support and wellbeing Service.

Support is just a click, or telephone call away, and is available no matter when or where, anytime, any day and is free.

Become a shared owner

Purchase the home you love, at an affordable price! Shared ownership is another way to get onto the property ladder, with less money than you may think. You buy a bit, rent a bit, and can increase your shares as you go. For some, it’s better than renting as it’s under your control – yours to decorate and sell whenever you want.

Buying more of your home

The great thing about purchasing more shares means your rental costs will reduce, this is called staircasing.

You can purchase as little as 10% or purchase the full remaining share in your property, giving you opportunity to have 100% ownership of your home (some properties are exempt from outright purchase, just check with our team first).

Buildings Insurance

We are responsible for insuring the structure of your home but are entitled under the terms of the lease to recover the cost of the annual premium from you. The cover provided by us insures your home against damage caused by the following:

  • Fire
  • Collision
  • Subsidence
  • Explosion
  • Flood
  • Malicious damage
  • Storm
  • Aircraft
  • Theft

If you need to make a claim, please contact us or Zurich on 0800 335500. 

Please be aware that we are not responsible for insuring your home contents and personal possessions against damage in your home. We advise that you arrange your own household contents insurance.

Adapting your home

We want you to be able to enjoy your home. If you are finding your home difficult to move about in or use you may wish to consider adapting it. Shared owners should contact us for permission. Full leaseholders do not require permission.

More substantive work like level access showers and ramps are often funded by a disabled facilities grant from your local council. To find out more about this service please contact your local council.

New build homes


On completion we will let you know when the defects period on your property ends prior to the period expiring if you have any maintenance issues please contact our Sales Aftercare Team Repairs on 01603 255444 (Option 2) between the hours of 9am – 5pm Monday – Thursday and 9am - 4:30pm on Fridays.

For any emergency repairs outside of these times please call our call centre on 0808 169 9297.

Once your defect period has come to an end, any maintenance on the property will be your responsibility, except for anything covered by our building insurance policy.


All of our new-build homes are covered by a ten year NHBC Buildmark warranty.

Selling your home

Time to move on, no problem!

When you decide the time is right to sell your home your estate agent will be able to support you through the process.

We have put together a handy guide to let you know what to expect and you'll need to complete a re-sale form which can be found below. 

If you'd like to know more about the process call us on 01603 255444 or email



How to make a complaint

We aim to provide an outstanding service for our customers. However, we understand that sometimes things go wrong and you may be dissatisfied with the service you have received. We want to work with you to put things right.

Once we receive your enquiry, a member of our staff will investigate the problem and try to find the best way to put things right, ensuring you understand what is happening and when.

More information on how we handle complaints can be found in our complaints policy, complaints procedure and discretionary payments policy

To see our self-assessment against the Housing Ombudsman Complaints handling code click here.

You can tell us about your complaint in a way that's convenient to you by using one of the methods above.