Heylo
Heylo, a national provider with close to 10,000 shared ownership homes, took part in the Shared Ownership Code pilot to support a more consistent and transparent customer experience across the sector.
As shared ownership is the only tenure Heylo offers, they are deeply committed to its success in tackling affordability and accessibility challenges. Their business model, focused solely on shared ownership rather than wider rented portfolios, differs from many traditional providers – this made their participation crucial in demonstrating the Code’s flexibility and broad applicability.
Already closely involved in shaping the Code, Heylo joined the pilot to help ensure its standards could be applied across a range of operating models. Their involvement also aligns with the ambition of becoming the largest shared ownership provider in the UK, and to support sector growth through strong, consistent standards.
When testing the Code’s requirements against existing processes using a Red-Amber-Green (RAG) tracker, Heylo identified areas of strong alignment and opportunities for development:
Sales & Marketing: Heylo is already delivering strongly against areas such as reservation processes and warranties, with best practice embedded into its customer offer.
Service Charges: Heylo owns over 2,000 flats, largely in buildings managed by third parties, meaning they do not directly control service charges. While they strongly support clarity, consistency, and affordability, the pilot highlighted practical challenges posed by external management. In response, Heylo is taking proactive steps to provide customers with clearer information at reservation and sale, outlining what is available and where limitations exist.
Training: Heylo has invested in training colleagues through online modules and in-person sessions and is now expanding this with a bespoke training programme to further strengthen service delivery.
Participation in the pilot has enabled Heylo to review and enhance services, embed greater consistency, and deliver stronger outcomes for customers. Their experience highlights the importance of a clear framework to build trust, improve services, and secure the future of shared ownership.
“We’re committed to supporting the Shared Ownership Code as a way to simplify and improve the customer journey - from initial advertising through to management and resales. A consistent, sector-wide approach, shaped by customer feedback, is key to building trust and unlocking future growth. By working collaboratively and aligning around a clear set of standards, the sector can deliver better outcomes for customers, widen access to affordable homes, and secure the future of shared ownership as a vital part of the UK’s housing market.”