Leaseholder Survey 2008
Thank you to all the leaseholders who returned their completed surveys – your feedback is very important to us.
The results have now been collated and are presented below.
To make a comment or discuss in more detail, please contact Lisa Crannage. Lisa works Monday to Wednesday and can be contacted on 0161 214 4151 or by email to lisa.crannage@arcon.org.uk.
Introduction
The 2008 survey was sent to all leaseholders and shared owners. It was to follow up a survey carried out in 2006 and although the format was slightly different, many of the questions were the same.
The main aims of the survey were to:
- obtain levels of satisfaction within key areas and identify areas for review and improvement;
- compare performance levels with those in 2006, where possible;
- gather information about the leaseholder population.
Response Rate
In 2008, 44.2% of leaseholders responded, compared to 34.9% in 2006.
Overall Satisfaction with Arcon Housing Association
It is very encouraging that 65.2% of the leaseholders that responded are satisfied with the services provided by Arcon, compared to 53.3% in 2006. This is an increase of just over 10%.
Satisfaction with Services
56.5% are satisfied with the cleaning and upkeep of the communal areas.
34.8% are satisfied with the rent and service charge information provided.
60.9% are satisfied with the external building and maintenance.
Value for Money of Services
Almost 50% of leaseholders are satisfied that both cleaning and external building and maintenance represent value for money but feel improvement is needed with the provision of rent and service charge information.
Neighbourhoods
87% of those who responded are satisfied with their home.
86.4% of leaseholders are satisfied with their neighbourhood as a place to live, which is slightly less than in 2006. Despite this nearly a quarter of leaseholders reported that their neighbourhood has improved in some way over the last three years.
The main problems cited include car parking issues, drunk and rowdy behaviour from neighbours and street crime in general. These results are still very low, with the majority still reporting little or no problems.
Repairs
Overall, 63.6% are happy with the way Arcon deals with repairs and maintenance.
57.1% have reported a repair to the communal area in the last 12 months. A positive response was received to being told when workers would call, the time taken before the work is started, keeping mess to a minimum and the attitude of workers.
The overall satisfaction with the quality of repair work has increased by nearly 15% from 2006 to 2008.
Contact and Staff Service
86.4% of leaseholders have contacted Arcon in the last 12 months compared to 66.7% in 2006. This is a very positive result as communication is an important factor. The main contact is still by telephone but the use of email is increasing as you would expect in today’s society.
70% found staff helpful when they last contacted Arcon while 65% found it easy to get hold of the right person.
80% reported that staff were able to deal with their problem and 60% were satisfied with the final outcome.
Communication and Consultation
40% of leaseholders feel satisfied that their views are being taken into account by Arcon.
59.1% feel that Arcon is good at keeping them informed about things that may affect them as a home owner.
47.1% believe that they receive too little consultation when service charges are set whilst 23.5% report it is just right.
Information
50% of leaseholders are satisfied with the information provided in the leaseholder guidance pack and the clarity of the service charge statement.
Over 60% are satisfied with the Arcon Newsletter and the complaints procedure.
27.8% are satisfied with the information provided on the website while just under 70% do not express an opinion.
The majority of leaseholders still prefer to receive information in writing and this is also by far the most popular method for consultation along with questionnaires.
Sales Process
This question was specifically aimed at leaseholders or shared owners who have purchased their home or a share of their home within the last 3 years.
Of these leaseholders, 72.7% were satisfied overall with the sales process.
However, most would have liked the sale to have gone through quicker and would have liked to have liked to have been kept more informed throughout the sale.
60% of leaseholders would have liked to be told more about what happens when they come to sell the property and also about the local area. 40% would have liked more information about the service charges and the responsibilities for maintenance.
Financial Issues
Just under a quarter of leaseholders reported having financial difficulties in the last 12 months, mainly due to the fact that the cost of owning their own home has been higher than expected.
Over 30% of leaseholders said they would turn to their bank or building society for help, resolve the matter themselves or ask friends and family for help.
Future Plans
Only a small number of leaseholders are considering moving in the near future, with the main obstacle being financial issues.
Conclusion
Although the survey highlights an increase in satisfaction since the 2006 survey, there is still much room for improvement.
More information needs to be provided in terms of service charges and the value for money aspect also needs to be considered.
Leaseholders still feel that there is not enough consultation and this is again something that needs to be addressed.
Follow Up
The results from the 2008 survey will be built into the leaseholder action plan which is ongoing. Since the 2006 survey, positive improvements include:
- Publishing a leaseholder guidance pack which was issued to all existing leaseholders and is given to all potential leaseholders/shared owners at the point of enquiry. It is also available to download from the website.
- A leaseholder forum which included presentations on calculating your service charge and the importance of gas safety. This was an opportunity for leaseholders to meet staff and ask any questions.
- More information is sent with the annual service charge accounts including contents insurance information and gas safety.
- An opportunity is given for a home visit to discuss the service charge in more detail.
Added 10th March 2009
