Leaseholder Satisfaction Survey Results

Leaseholder Satisfaction Survey Results 2011

This survey was conducted by post and electronic survey during November 2011 and January 2012. We sent a survey to all 1168 leaseholders (1300 leasehold properties) and received 120 responses. The survey return rate was down to 120 (10.3%) from 187 responses in 2010.

Summary

Overall, 76% of leaseholders said they were satisfied with the services provided by the Home Ownership Service Team: An improvement on last year’s satisfaction rate of 56%.

Satisfaction increased in a number of areas this year compared to last year, including:

• Keeping leaseholders informed about the service we provide  (84.5%, up from 77%)
• Home Ownership Services Team (HOST) staff are helpful  (78.5%, up from 74%)
• Information sent regarding service charges is easy to understand  (88%, up from 74%)
• The quality of work carried out (79%, up from 36%);   and
• Satisfaction with the payment options available for major works (74%, up from 40%).

Satisfaction remained low with some areas such as service charges being value for money, even though it has increased to 46.5% from 34%,
In particular 43% were satisfied with the management fee as value for money compared with 44% who felt it was not.

The survey showed that value for money, taking home owners view into account, followed by their neighbourhood as a place to live were the most important services to leaseholders and the services most in need of improvement are recycling, caretaking and cleaning, followed by dealing with anti-social behaviour.

The survey also showed that some leaseholders would be willing to pay directly to receive additional services, such as Gas servicing, Repairs and Stevenage Borough Council acting as their managing agents. We are investigating other Councils who act as managing agents for their leaseholders.

** Note that we already provide gas servicing through an independent company, PH Jones on 01438 751030. **