Leaseholder Satisfaction Survey Results
Results from the 2009 Leaseholder Satisfaction Survey
This survey was conducted by post during October 2009. We sent a survey to all 1297 leaseholders and received 155 responses. This is a response rate of 12%. Last year we achieved a 13% response rate.
Overall 63% of leaseholders said they were satisfied with our services. This is the same as in 2008.
Throughout the survey, satisfaction with the Home Ownership Team and with the organisation as a whole was very closely matched. 64% also said they were satisfied with the Home Ownership Team.
You said that we were best at:
- Sending you information about their service charges that is easy to understand (79%, up from 78%).
- Treating you fairly and helpful when you contacted us (78%)
- Keeping you informed (88%, up from 82% last year)
Satisfaction also increased in a number of other areas including:
- Your neighbourhood as a place to live (73%, up from 68%)
- Consultation around Major Works (63%, up from 52%)
- Giving you opportunities to participate in the service (72%, up from 69%)
But you also said we need to improve at:
- Giving you value for money for your service charges (44%, up from 38%)
- Giving you value for money when carrying out major works. (29%, down from 33%)
- Providing a good standard and quality of works carried out (36%)
- Providing payment options for paying major works invoices (37%)
Summary:
The survey showed that the following services and areas were both important and in need of improvement:
- Repairs & Maintenance
- Value for money
- Dealing with anti-social behaviour
- Finally, the survey also showed that some leaseholders would be willing to pay directly to receive additional services, most commonly gas servicing, repairs and window cleaning
You can download full results of the survey by clicking below