Leaseholder Satisfaction Survey Results
Leaseholder Satisfaction Survey Results 2010
This survey was conducted by post during July and August 2010. We sent a survey to all 1168 leaseholders and received 187 responses. This is a response rate of 16%: An improvement on last year’s response rate of 12%.
Summary
Overall, 60% of leaseholders said they were satisfied with our services and 56% said they were satisfied with the Home Ownership Services Team (H.O.S.T). Throughout the survey, satisfaction with the Home Ownership Services Team and with the organisation as awhole was very similar.
This year, leaseholders rated us highest for keeping them informed (77%) that staff at Stevenage Homes are helpful (74%) and that information sent regarding service charges is easy to understand (74%).
Satisfaction increased in a number of areas this year compared to last year, including:
- The local neighbourhood as a place to live (75%, up from 73%);
- Major works being value for money (34%, up from 29%); and
- Satisfaction with the payment options available for major works (40%, up from 37%).
Despite the good level of satisfaction with local neighbourhoods as a place to live, leaseholders mentioned a variety of environmental problems in and around their block. The most common of these were litter, fly-tipping and noise.
Satisfaction remained low with some areas such as service charges being value for money, which has dropped from 44% to 34%, and some aspects of Major Works: In particular only 36% were satisfied with the quality of the work and even though only 40% were satisfied with the options for payment, this has increased from 37% last year.
The survey showed that value for money, followed by repairs and maintenance were both the most important services to leaseholders and the services most in need of improvement, followed by dealing with anti-social behaviour.
You can download the full result of the survey by clicking below;